Offering Choice to the patient

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Offering Choice to the patient
October 2005 Safdar Raffiq Safdar.raffiq_at_swlondon.
nhs.uk 020 8682 5830
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What is Choose and Book?

• Choose and Book is a new service that allows you
  to choose your hospital or clinic and book an
  appointment with a specialist. Since summer 2004,
  Choose and Book has been introduced across
  England. It will eventually be available to all
  patients.

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Why is it being introduced?

• Patients want to be more involved in making
  decisions and choosing their healthcare.
• Choose and Book is one of the first schemes that
  brings about this change, allowing you to choose
  the hospital where you will be seen by a
  specialist.

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What does Choose and Book mean for me?
Choose and Book will give youA choice of at
least treatment options A choice of
date and time for your first out-patient
appointment
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It will also give you the ability to

• Plan and manage around your existing
  appointments.
• Fit your treatment in with your other
  commitments.
• Choose appointments that fit with your carer's
  schedule
• Check the status of your referral and to change
  or cancel your appointments easily over the phone
  or on the internet.

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How does Choose and Book work?

• When you and your GP agree that you need an
  appointment with a specialist, Choose and Book
  shows your GP which hospitals or clinics are
  available for your treatment.
• You may want more time to consider your choices
  and check your availability.

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GP System Patient details page
Choose and Book icon/button/function key
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When will I be given a choice?

• From 1 January 2006 everyone in England will be
  able to choose where and when they are seen for
  their initial hospital appointment.
• Choose and Book is a tool to help make this
  easier.
• Choice can be given without Choose and Book

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How will I know which hospital to choose?

• Web resources www.londonpilot.nhs.uk
• Leaflets/booklets
• Star ratings or performance standards
• PCT targetting local groups and hard to reach
  communities

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Book your appointment

• You can do it later over the phone or on the
  internet.
• You and your GP will choose a number of
  appropriate hospitals. He or she will then print
  out an Appointment Request letter for you to take
  with you.

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What happens if I want to change the hospital
Ive chosen?

• You will need to contact your GP to do this.

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What happens if I want to change the date and
time of my appointment?

• You will be able to change the date and time of
  your appointment quickly and easily over the
  phone or on the internet.
• You will need your password and your appointment
  reference number to do this (your GP or one of
  the practice team will give you a password).

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I dont like using the internet. Can I book my
appointment another way?

• Yes. You will be able to book it over the phone
  using the Choose and Book Appointments Line 0845
  608 8888. All calls will be charged at local rate.

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What if my first language is not English?

• If English is not your first language, you can
  say which language you would prefer to speak and
  if possible an interpreter will be made available.

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How secure is the service?

• The Choose and Book system uses a number of
  security measures to ensure a need to know
  basis.
• Access to the system is restricted to those who
  have a smartcard, passcode and an appropriate
  staff role.
• Personal clinical information is restricted to
  those who are referring or receiving clinicians
  and those staff working on their behalf, for
  example medical secretaries.

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And finally ..

• Choose and Book is Developing
• Patients and clinicians involved together