The Access, Booking and Choice (ABC) Directorate has a number of functions which include the following
- Contact Centre
- Health Records
- Reception services
Reception Service
ABC provides a reception Service to the majority of the Outpatient clinics within Salford Royal Hospital. This function ensures all patients are greeted when arriving at clinic, and additional checks made to ensure the patient’s details on the PAS system are correct and up to date.
The reception team also ensure that the patient’s attendance is noted on the PAS system correctly, and update the attendance with the correct outcome following the appointment. At this point additional follow up appointments will also be booked.
Health Records
The Health Records team ensure that records are:
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Provided for all Outpatient clinics and emergency admissions
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Provided for legal, research and audit purposes
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Duplicate registrations are merged to create one record per patient
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Provide case notes to secretariat on request
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Release and photocopying of health records when requested from other healthcare providers
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Respond to telephone and other enquiries from patients and service users
Contact Service Centre
Centrally manages the initial processes when a patient is referred into Outpatients at Salford Royal Hospital. We ensure that all patients are accurately entered onto the PAS system, checking all patient demographics are present and up to date. We facilitate each referral in getting it triaged by the clinical teams and booking the patients into their outpatient appointments appropriately within local and national target times.
We manage all call flows into the trust in regards to appointments, cancel and rebooking and also appointment queries patients may have. The Call Centre function also ensures all appointment requests are actions from wards, and other clinical / service areas within the trust.
All template requests are received and auctioned within the ABC function, where they will be cancelled, added, amended, and all booked patients rebooked to appropriate clinics
