NHS e-Referral Service

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Patient and User Journey: The Vision …….

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Patient sees optician

Mrs Bevan attends an optician’s appointment where Mr Boote the optician, notices that she has severe cataracts in both eyes.

1

Optician refers

Mr Boote looks at the local cataract pathway withinthe NHS e-Referral Service. This confirms it isappropriate for him to refer Mrs Bevan directly to acataract removal service, which he does via the NHSe-Referral Service.

2

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Patient chooses a service

Mrs Bevan chooses to see an Ophthalmologist at a hospital close to where her daughter lives, and asks for a written copy of the booking instructions. She takes the information away with her so she can book her appointment.

3

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Patient is reminded to book appointmentMrs Bevan forgets to book her appointment, but a letter arrives two weeks later to remind her.

4

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Patient’s advocate books appointmentMrs Bevan asks her daughter to help book the appointment,which she does by calling the Appointments Line and bookinga date and time that is convenient for them both. The operator reads out the instructions, but the daughter asks for these to be sent in the post to Mrs Bevan.

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Patient rearranges the appointmentOne week before the appointment, Mrs Bevan’s daughter is told that she needs to go away on business the following week. She telephones the Appointments Line again and, with her mother’s agreement, re-schedules the appointment for a few weeks later.

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NHS e-Referral Service vision – making paperless referrals a reality

• Take part in the consultation at: www.hscic.gov.uk/ers

• Contact us on email: nhs.ers@hscic.gov.uk

How can YOU get involved?