Process Issues

When Choose and Book is used correctly, then the system adds benefit to all concerned. These include a well defined Directory of Services enabling referrers to discuss the process and patient choices, appointment booked within the practice or soon after leaving; providers ensuring that sufficient appointment slots are available. Referrers can be certain that their patient will be seen by a clinical team, within a clinically appropriate timescale. Providers no longer have to chase missing paper referrals and manage large booking teams to sort out patient appointments. Most importantly, patients are involved in their referral and reassured by knowing when and where they will be seen.

Of course these benefits rely on everyone working together to ensure the pathway works. Here are some commonly reported problems and suggestions on how to resolve them.

GP practices - referrers

Service providers have a responsibility to provide sufficient slots to enable patients to book appointments when they are referred. Demand for appointment slots is not always constant so there will be times when patients attempt to book an appointment and all of the slots published in a particular service are taken.

If a patient tries to book a routine appointment then The Appointments Line (TAL) operator will give them the option to try again the following day or will pass their details on to the provider directly. However, if the referral is marked as urgent or 2WW, then the TAL operator is required to tell the patient to contact their GP practice.

The full guidance on slot unavailability is contained in the document Appointment Slot Issues on Choose and Book. The full TAL call script is also available.

There are comprehensive manuals and quick reference guides available in the Training section. 

Primary Care Trusts (PCT) should have a Choose and Book lead responsible for ensuring that the system works effectively for practices. They may put you in touch with an IT trainer or operational staff who can support practices who are experiencing difficulties. If the PCT does not have someone who can help you, then contact your SHA and ask to speak to the Choice and Choose and Book lead. 

Service Providers

Your SHA Choice and Choose and Book lead should be able to advise you on any matter or put you in touch with someone who can provide more specific advice. 

There are comprehensive manuals and quick reference guides available in the Training section.

Primary Care Trusts

Every PCT should have a Choose and Book Lead. They should be the link between referrers and providers. They will need to work with their commissioning manager, colleagues and local service providers to ensure that Directory of Services are defined accurately to represent the services that have been commissioned. They will need to ensure that those services are correctly mapped so that they appear when referrers are searching for services. They should work with their secondary care colleagues to ensure that sufficient appointment slots are made available for patients to book.

Strategic Health Authority support

Most SHAs run Choice and Choose and Book forums where key people can meet to discuss current issues and solutions, forthcoming releases and good practices that have worked for other organisations. 

Each SHA should also have a Choose and Book User Group (CABUG). For more details you can contact your SHA lead directly, or contact Peter Appleton, national CABUG coordinator via the Choose and Book mailbox.