The challenges

Covid-19 exposed the following challenges:

 


The solution - 2020 Patient Flow - overview

 

Access:

The access to the self service portal only requires opening a link in a web browser.

Each organisation receives its own unique address  which they can link to from their website, on posters, appointment letters, SMS reminders, etc.

Authentication:

The online patient registration process uses a combination of patient details. If the appointment is in the future, the appointment reference is required. For current day appointments a simplified verification process is possible enabling patients to register quickly and with ease..

The system has built in features to prevent users trying to guess the details and access may be locked out if too many unsuccessful tries are attempted.

It is only possible to enable 2 factor authentication where every user receives a one time password to their registered mobile number.

Appointment view:

Once authenticated, the appointment view shows all relevant details of the appointment with all the examinations/procedures with their status.

If the mobile number is incorrect it can be updated to ensure SMS notifications can be received.

The browser based notifications can also be enabled for as long as the page is opened, any changes to the appointment will display a notification on the phone.

Dedicated Android and iOS apps with push notifications are on our roadmap and will be made available as soon as they are ready.

Patients can fill in consent forms, if configured by the organisations, or enable online payment. The is all aimed at reducing patient contact with staff and objects in the reception.

Arrival:

The arrival workflow can be a multi-location, time gated process managed by a series of notifications. The aim is to keep patients away from the imaging department until it is time for their procedure.

When the portal is accessed on the day of the appointment, the “I have arrived” prompt will display automatically and an additional button will show too, allowing the patient to indicate they’ve arrived in the designated location. (This can be a waiting area peripheral to the imaging department if defined by the provider )

Upon confirming arrival the system will also ask permission to share patient location. This is optional but can help staff identify how far away the patient is from their facilities.

When arrival is confirmed the patient should await further notifications (initiated by imaging staff)  guiding them to the appropriate waiting area just in time for their procedure. .

Arrival - admin:

The arrival of the patient, whether indicated through the online portal, SMS, kiosk or in the local system will be visible in the secure admin panel for clinicians and admin staff with valid access.

The admin panel can be accessed from any web enabled device

Controlling Patient Flow:

A radiology staff member (usually in the procedure room) can manage the flow of appointed patients to their modality either via the Patient Flow User interface or within the RIS directly if it supports the integration. Simple one click interactions trigger the messages to the patients and the status of the patient’s location remains updated. In doing this the user can minimise the number of patients gathering outside the procedure room and so minimising the cross contamination risks.


Confirmation of Instructions:

When using the portal or through replying to the SMS message, patients can respond to the request and  indicate they are on their way.  Upon arrival  at the designated waiting room they can confirm arrival, which updates the procedure room user.

This again ensures smooth patient flow with minimum person to person interactions.

Waiting room screens:

Multiple screens can be set up with appropriate filtering that will, in real time, display appointments with its status and the waiting or examination  rooms patients should proceed to. Audio notifications are possible and any web browser enabled TV.
To prevent patient identity initials based code is displayed on screens rather than full patient name.


Data import:

In cases where full integration is not available or not yet operational the data import utility can be used to populate patients and appointments using copy - paste or by importing a spreadsheet or csv file. A template can be downloaded which ensures automatic mapping of all fields.

Browser support: