Front Office Registration Process - PDF

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					This document describes the processes to be carried out by the staff in the
HealthSpace Registration Office (RO) when processing an Advanced Application
with Clinician Vouch for Identity Form. This form can be used only if the patient is
known to the care setting and has been treated there for more than 2 years)

Context
The process described later in this document is part of an overall process to enable a
member of the public (patient) to open an Advanced Account . The main steps in the
overall process are as follows:

     1. The patient will have received instructions telling them how and where to
        register in their local area.
     2. The patient opens a Basic Account (the patient should skip this step if they
        have already opened a Basic Account).
     3. The patient logs on to the Basic Account, and if their local NHS is taking part
        in the NHS Care Records Service they are given the opportunity to apply for
        an Advanced Account.
     4. The patient fills in an application form which contains a unique Application
        Number.
     5. If possible, the patient should print out the form; if not, the patient should
        make a note of the Application Number
     6. The patient should then make their way to their local Registration Office (RO)
        with the printed application form or the Application Number.
     7. Next is the HealthSpace Registration Office Process which is described in
        more detail in the rest of this document. In summary, the process is to check
        the application form and to confirm the identity of the patient so that the
        application form can be sent to the National HealthSpace Registration Centre
        (NHRC) for final processing. Also, the patient is handed a Secure Log In
        Card.
     8. Valid application forms are sent to the National HealthSpace Registration
        Centre (NHRC). There, the HealthSpace Account is associated with the
        correct Summary Care Record and the patient is sent a letter containing an
        ‘activation key’.
     9. The patient uses the activation key and the Secure Log In Card to complete
        the process of opening an Advanced Account. If the patient’s Summary Care
        Record has been uploaded, they will now be able to view it.


There is also a process to deal with patients who require a replacement Secure Log
In Card.




Front Office Registration Process via Clinician Form                          Version: 0.1
HealthSpace Team                                       Page 1                Date:06/04/09
Process for accepting an Advanced Application HealthSpace
Registration Office process via Clinician Form

The patient will attend the RO with the Printed application form (including Application
Number)


Where an patient attends the HealthSpace Registration Office without a printed
application form, they must be issued with a blank form by RO staff. Blank forms
must only be issued to patients who already have an application number and must
not be made generally available.


The RO staff member receiving the application is required to carry out the following
steps:

No. Summary                  Description
1   Patient has              Before starting:
    application
    form                     Ask the patient if they have their application form.

                             If the patient does not have an application form, check they
                             have an application number and issue them with a blank form
                             to fill out.

                             If the patient does not have an application number they should
                             be asked to obtain one by completing an online application or
                             accessing their existing online application

2       GP details           Before starting:
        correct?
                             Remind the patient that the information on the form must be
                             consistent with the information that their GP has for them (e.g.
                             that they haven't moved house and not told their GP etc).

                             patients who have different name / address details to the ones
                             held by their GP practice should be advised to update their GP
                             practice with their current name / address details and return
                             with their application form at a later date.

3       Previous             Before starting:
        application?
                             Ask whether the patient has submitted an application before.

                             If this is a repeat application, tick the Repeat box at the bottom
                             of the application form.

4       Clinician            The health care staff complete the Clinician Form.
        form                     They should check that:
                                 The name and application number correspond and
                                   relate to the particular patient.
Front Office Registration Process via Clinician Form                                  Version: 0.1
HealthSpace Team                                       Page 2                        Date:06/04/09
No. Summary                  Description
                                 The health care staff complete details relating to the
                                   care setting e.g. address
                                 They sign the form.

                             The patient takes both forms to Registration Agent (if a second
                             person)

5       Registration         Registration Agent checks that the name and application
        Agent double         number correspond, details pertaining to the care setting are
        check                correct, Clinician signature valid. Both forms are attached
                             together securely.

6       Application          If the Application form is hand-written, check that the writing is
        form legible?        legible.

                             Also, check that the Application Number has been entered into
                             the space provided and that it is the correct length.

                             In some cases, it might be necessary to assist the patient in
                             filling out the form to ensure that it is fully legible.

7       Application          Check that the form is complete, specifically:
        form
        complete?                     The following values are completely filled in:
                                        o      Name and address
                                        o      Postcode
                                        o      Date of birth
                                        o      Sex
                                      The form has been signed by the patient in the box
                                       provided
                                      (if the form is hand written) that the Application Number
                                       has been completed, is legible and is the correct length

8       Fill in index        Make an entry in the index sheet, indicating in one of the tick
        sheet                boxes either that the application is satisfactory, or why the
                             application is not correct.

9       Process              If (and only if) you are satisfied that the application is
        successful           satisfactory, process the application form by carrying out the
        application          following:
                                   Enter your name as the HealthSpace Agent
                                   Enter a description of the Registration Office location
                                     including the PCT area in the space provided
                                   Sign your name in the space provided
                                   Enter the date the application is accepted in the space
                                     provided
                                   Tick the Processed box at the bottom of the form
                                   If this registration is being carried out because the
                                     previous secure login card of the patient needs
                                     replacing, tick the Replaced box at the bottom of the
                                     form.

Front Office Registration Process via Clinician Form                                   Version: 0.1
HealthSpace Team                                       Page 3                         Date:06/04/09
No. Summary                  Description

                             Also, hand one of the secure login cards to the patient,
                             explaining that they will need this when accessing their
                             Advanced HealthSpace account, and a leaflet describing the
                             rest of the process to the patient.
10      Process              If the Application form is spoiled for any reason (e.g. a hand-
        spoiled              written form is illegible, mistakenly filled in etc) then the Void
        application          box at the bottom of the form must be ticked and the patient
                             asked to fill out a new application.

                             The void application form should be stored securely and
                             shredded locally (e.g. by the Registration Office) at the earliest
                             opportunity. It should not be sent to the NHRC.

11      Store                The successful application form must then be stored in the
        application          secure area provided in the Registration Office facility until it
        form                 can be dispatched to the NHRC.
        securely
12      Dispatch             Completed application forms must be dispatched to the NHRC
        application          together with the index sheets (local arrangements apply).
        forms




Front Office Registration Process via Clinician Form                                    Version: 0.1
HealthSpace Team                                       Page 4                          Date:06/04/09
Process to deal with an patient requiring a
replacement secure login card
If an patient arrives at the Registration Office needing a replacement secure login
card, the HealthSpace agent should carry out the following steps:

No. Summary                  Description
1   Advanced                 Ask the patient whether they have previously activated their
    HealthSpace              advanced HealthSpace account. If the answer is “No”, proceed
    account                  from step 2; if the answer is “Yes”, proceed from step 3
    previously
    activated?
2   Advanced                 When the patient has not yet activated their advanced account,
    account not              they only need a new secure login card to continue.
    activated                Hand the patient a new secure login card.

                             *** End of process ***

                             [If the patient has also lost the application letter, ask them to
                             contact the HealthSpace helpdesk on 08453 665665.]

3       Previous             Ask the patient whether they have followed the process on the
        secure login         HealthSpace website to report the previous secure login card
        card reported        as lost or stolen. If the answer is “No”, proceed from step 4; if
        as lost or           the answer is “Yes”, proceed from step 5
        stolen?
4       Previous             Tell the patient to follow the process on the HealthSpace
        card not yet         website to report the previous secure login card as lost or
        reported as          stolen. Then they will be able to fill in the application form and
        lost or stolen       go through the registration process again.

                             *** End of process ***

                             [If the patient needs help with this process, ask them to contact
                             the HealthSpace helpdesk on 08453 665665.]

5       Previous             If the previous secure login card has already been reported as
        card already         lost or stolen, the patient needs to fill in the online application
        reported as          form, print it off and return to the HealthSpace Registration
        lost or stolen       Office with their ID documents to go through the registration
                             process again.

                             If the patient has already done this and has the application form
                             and ID documents with them, process the application as
                             normal. Tick the Replaced box at the bottom of the form at step
                             11 in the registration process.




Front Office Registration Process via Clinician Form                                   Version: 0.1
HealthSpace Team                                       Page 5                         Date:06/04/09

				
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Description: Front Office Registration Process