A Guide to using the by guy21

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									A Guide to using the

       PALS

Countywide Database

      System




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HOW TO START:
1,   Log onto the system by:

                 clicking onto your internet browser
                 click onto your address bar and type in the address identity number
                  of:
                               195.105.0.110/pals



2.   You will then be presented with the log on screen


                   Logon Screen
                                                               User ID:




                                                             Password:




         Submit

         Reset




                 Click on the user ID box and enter your user ID (set up previously
                  with the systems administrator)
                 Click on the password box and type in your password (set up
                  previously with the systems administrator)
                 Click on submit




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    You have now entered the PALS Countywide system and should see the home
    page/main menu. The available facilities are on the tool bar below the title of
    Somerset Patient Advice and Liaison Service




Available facilities




      Notice Board




                  Notice Board

                      This facility allows you to add a message to the front page of
                       the County system.
                      This can be used to highlight any item of news that you would
                       like to pass on to the PALS team that have access to the system
                      The menu entry is gained through clicking on the admin button
                       and then selecting the news button
                      Follow the instructions as presented on the screen




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             ENQUIRIES BUTTON
This Button has 4 functions to choose from:   Add New
                                              View/Update - search by ID
                                                          - advanced

                                              Actions        - done
                                                             - due
                                                            - overdue
                                                            - all

                                              Permissions




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TO ENTER A NEW ENQUIRY
1.       Click on Enquiries – click on to Add new




        Please note the received date and acknowledgement date have a default
         date (the date you entered the system)

        Complete the ENQUIRY RECORD details by clicking on the data-field
         boxes

         Received date        =      the date the enquiry is received by the PAL
                                     service
         Acknowledged date     =    date enquirer contacted by PALS staff – if not
                                    the same as the received date, this must be
                                    inputted by PALS staff

         Closed date           =    date enquiry completed

         Category              =    method of contact used by enquirer to contact
                                    the service

         PALS Officer          =    name of PALS Officer/trust who handled the
                                    enquiry

         Consent given         =    is the enquirer giving consent for disclosure of
                                    confidential information or personal details –
                                    Please remember to fill in

         Information only      =    click on if the enquiry is a simple information
                                    enquiry – e.g. someone requiring a phone
                                    number of a local organisation/contact point
         Please note: by clicking this box, the enquiry does not appear
         within the entries on the reporting facilities. It does, however, appear
         in the calculations on the front sheet of the reporting facility



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2.       Complete the Enquirer Detail record

              Click on the Enquirer button




        Complete the Enquirer’s details.

         It is advisable to complete a demographic search
         first.




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       Click on the demographic search button

You will then be presented with a screen to allow you to enter search criteria




       Click on to the first name box and type in the name
       Click on the surname box and type in the name
       Click on to the County box and select the relevant county
       Click the search button



    You may enter as much or as little as you wish within the search criteria
    fields. The more details you enter – the less unmatched details you will be
    presented with from the search results.



    NB: The County box must always have an entry.




    The County wide search criteria system is linked to the database known as
    the Exeter system which is maintained by the Patient & Practitioner Services
    based in Taunton.




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You are then presented with a list of possible suitable candidates that could
be a match for the criteria selected
                 To select the candidate – click on the blue number under the
                  NHS number section

   Enquirer Demographic Search
    NHS NO     DOB        Title   First   Last    Add     Town         County     Postcode
    123456     01.01.00   MR      JOHN    SMITH   NODDY   Bridgwater   Somerset   TA7 5DT
                                                  HOUSE
    654321     02.02.02   MR      JOHN    SMITH   BIG     Bridgwater   Somerset   TA8 6DT
                                                  EARS


The next screen identifies the candidate chosen




            If the details selected are the correct ones – click on Select This
             will automatically complete the data -fields in the Enquirer details
             section




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               If the selected details are not correct – you can either return to the
                previous list by clicking Return to List

                or

               click New Search to start a fresh search


               Continue entering the data in the Enquirer details record by clicking
                on the relevant boxes:
                   o Contact details
                   o Special Communication needs – e.g. deafness, learning
                       disabilities etc.
                   o type the special needs in the Details box
                   o Relationship to patient box


3.          Complete the Patient Details record (similar screen to enquirer’s
            screen)




        If the enquiry is about the same person who has made contact with PALS
         – click on Same as enquirer button. This will transfer the same details
         entered in the enquirers record

        If the enquiry is on behalf of someone else – follow the instructions for the
         demographic search process

Once this process is completed you are now ready to enter the details of the
enquiry known as ISSUE




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When you click on the Issue button – the computer will
automatically ask you to save the details previously
recorded:




By clicking on the OK button the system will create a
unique identity reference for the whole record
This number consists of the Trust Code Identity followed by
a number
5K1/number represents South Somerset PCT
5K2/number represents Taunton Deane PCT
5FW/number represents Somerset Coast PCT
5FX/number represents Mendip PCT
RA4/number represents East Somerset NHS Trust
RH5/number represents Somerset Partnership Trust
RBA/number represents Taunton & Somerset NHS Trust


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ENTERING AN ISSUE


    Click on the issue button




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4.   Categorisation
     Each concern has to be categorised under Improving the Patient
     Experience as part of the NHS Plan. There are 5 1st level headings:
                     Access & Waiting
                     Better Information – More Choice
                     Building Closer Relationships
                     Clean, safe, Comfortable place to be
                     Information
                     Safe, High Quality, Co-ordinated care

            Click on the category box to be presented with the available
             options




            Choose your category by clicking onto the 1st level heading and
             then click on to any subsequent 2nd level headings. You must
             carry on through all levels that may show
            Click the Primary box
            Click add




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      Click Update main record to enter category into the main record




Complete the remainder of the data entry fields by clicking on to the relevant
boxes:
Trust: this indicates where the concern/query took place – drop down list shows
the Trusts – e.g. if the concern happened at Musgrove Park Hospital, the Trust
would be Taunton & Somerset NHS Trust

Organisation type: This list contains the type of organisation that the concern
took place in. – e.g. if the concern happened at Musgrove Park Hospital, the
organisation type would be an acute trust

Location: gives a list of local and regional places

(The Trust/organisation type/location boxes will automatically prompt to update
record when you select from the drop down lists)

Site: gives a list of departments, addresses, wards, etc
Staff Group: blank at present – this field cannot be filled
Consultant: lists the names of consultants who work within the local hospitals
GP: lists the names of GP’s within the area

Details: this box is used to record a detailed explanation of the
enquiry/concern/issue,

Summary this box is used to record a summary of the enquiry/concern/issue.
This box should contain anonymised details only as this is the section
used to produce any reports available to the countywide system.

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When all details have been entered:

      Click the update record button to save the details that have been entered
      PLEASE NOTE – IF YOU DO NOT CLICK update record, ALL
       DETAILS WILL BE LOST

If the enquirer has several issues/concerns, please create a new issue record for
each one by clicking on new record and save each record before creating
another.


delete record       Clicking this button will delete the record details

new record          Clicking this button will create a new issue record which
                    will be used when multiple issues occur




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ENTERING AN ACTION

 5. Once the issue record has been saved you will now be able to complete
    the actions taken by PALS to help resolve the issue as saving the issue
    creates an action record:

    Click on the action button




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       Complete the relevant fields within the action record




Date:         This box must be filled in with the date that the action started

By who:        provides a drop down list of people to whom the action task has
              been assigned to and must be completed,
              NB: If you assign the task to another person – the record will
              appear on the reports created by the countywide system

Do when:      this box is not mandatory but allows the creation of a check list to
              keep a diary of actions

Done date:    this box must be filled with the date that actions were completed by

Action:       this box is used to record a detailed explanation of the actions
              taken

Summary       this box is used to record a summary of the action taken.
              This box should contain anonymised details only as this is the
              section used to produce any reports available to the
              countywide system

       Click on save record
        NB: Remember to save record as all details will be lost otherwise




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PLEASE REMBER TO CREATE AN ACTION RECORD FOR EACH ISSUE
THAT HAS BEEN CREATED.

The sequence of events for creation of multiple issue is:

e.g:   Create issue record 1 – save
       Create action record 1 - save

       Create issue record 2 - save
       Create action record 2 - save




ENQUIRIES BUTTON - OTHER FACILITIES

The Enquiries button has 3 other functions apart from the Add New function.
These are: VIEW/UPDATE, ACTIONS AND PERMISSIONS

View/Update:         offers 2 other facilities:
                     search by ID
                     advanced

Search by ID

This facility allows you to search for a record by the unique number
    Enter the ID number – e.g. 5FW/3045
    Click on search




This action will bring you straight to the record required.




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View/Update:

Advanced

This facility allows you to search through the database when you don’t know the
ID number of the record.




      Enter as much details as you know into the boxes
      Click on search
      You will then be presented with a possible match for selection
      If you do not enter any information into the boxes, and then click search,
       you will be presented with all cases on your database
      Select the relevant case from the list presented


Action:        This facility allows you to keep a diary of any actions recorded
               within the issue record. There are 4 options available

               Done
               Due
               Overdue
               All




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             By clicking on to any of these options, you will be presented with a
             list of actions recorded on the database.




Permission:         this facility can be used for cross-trust referrals, and allows
                    another PALS officer to view the case and add any actions
                    taken




      Choose the relevant Trust from the drop down list
      Click update



The system automatically flags when the record was last updated and by whom:




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