BLOOD SCIENCES


Phlebotomy patient-booking storyboard


GP orders Phlebotomy Test using online service


Order placed with Phlebotomy Service and message sent to WASP


Yes


Patient sent SMS Text with a link to the WASP Scheduling service


Patient Patient engagement


Does Patient want to book online?


No


Patient provided with Call Centre telephone number


Patient


telephones Call Centre


Patient selects link and is automatically connected to their order


Patient identifies themselves based on D.o.B


Patient selects location(s) and date that suits them best


Patient offered available slots based on their selection


Patient selects


appointment date/time Patient receives


confirmation SMS text Fig 1. WHH Phlebotomy process map – patient booking.


Optimally equipped for all scenarios


Chris White explains: “We wanted to build the process in a way that copes with exceptions such as a patient who arrives needing an urgent test who has not had chance to book. The online scheduler matches this up with the GP order.” Specifically, a solution was needed that would cope with exceptions such as patients who: n forget to book n need to be testing in a specific timeframe


n turn up at phlebotomy without an appointment


Fred Hilger, Product Manager, MOLIS LIMS, CGM: “The whole process has been designed to work even when something goes wrong. For example, if the patient completely forgets to book, the GP gets notified that the requested


test was never taken up. This feedback to the GP supports better patient care and the laboratory can close the request. This is a significant step forward.” If timing is an issue, the phlebotomy scheduler will only offer appointments that are within the window requested by the GP.


If a patient arrives at phlebotomy without making an appointment, the scheduler solution will use the order number linked to the patient to update the system to show that the patient has been tested and this will cancel any further reminders to book.


Closing the loop for all patients When fully deployed, it is anticipated that the phlebotomy booking service will be managing appointments for approximately 330,000 blood tests annually.


A key benefit of the patient self-service WWW.PATHOLOGYINPRACTICE.COM SEPTEMBER 2024 Call


Centre staff


Patient identifies themselves to Call Handler


Call Handler searches for patient and accesses their order


Patient offered location(s) and dates and selects something that suits them best


Patient offered available slots based on their selection


Patient selects appointment date/time


application is that all blood test orders are now closed, meaning only patients who have an open order are able to book appointments. Additionally, the service is able to proactively monitor demand, review orders with/without bookings and react by allocating resources to areas of most demand. If a patient does not attend their phlebotomy appointment, or does not book an appointment, the GP is automatically informed to enable them to follow up. The process also accommodates the needs of patients who do not want to book online. Patients are provided the call centre number in their text message or at their practice if they do not have a mobile phone or tell their GP that they don’t want to book online. Call centre staff use the same phlebotomy online booking schedules to take patients through the same options of where and when they would like their blood test.


Added benefits


In addition to high levels of patient and GP satisfaction, other benefits linked to the new phlebotomy booking process include sustainability improvements, reduced call centre demand and sample quality improvement. Paperless blood test requests are dramatically reducing printer toner and paper use in general practice as well as a reducing the volume of confidential paper waste disposal by the pathology service. All orders are placed online by Primary Care and there is no requirement for the patient to take any paperwork to clinic with them. This is particularly relevant for patients who have had a remote consultation with their GP – they don’t need to visit the practice to pick up their order form. Previously GPs would generate multiple orders and print multiple forms for patients which could result in duplicate testing. The phlebotomy booking process has radically reduced the potential for duplication. Feedback from cell centre staff has been positive. Piloting the service at only two GP practices resulted in a noticeable decrease in call centre volumes. Call centre staff also report that the new phlebotomy booking solution is very easy to use.


Michael Brett is Managing Director, WASP Software.


WASP Software is a specialist developer of healthcare solutions. WASP has deployed BaRS system-agnostic scheduling solutions across a wide variety of NHS providers.


www.waspsoftware.co.uk 49


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