The current script offers the first available appointment to the patient, but also enables the patient to choose an appointment at a closer location if desired. If the referral is for surgery the patient will be advised that the waiting times for the procedure at RCHT (and PHT) are longer than those at the private providers.

Introduction to Kernow Choice Advisor Script

Inform the patient you are calling from the Referral Management Service regarding a referral from their GP surgery

Confirm the patient’s date of birth

If you are going to speak to a relative/carer, you must obtain the patient’s permission first unless otherwise stated on the referral letter

…………………………………………………………………..

Offering choice (when appropriate)

  You have been referred to be seen in the ……….. clinic

  Tell the patient that they have a choice of where and when they can be seen

Tell the patient when and where the first appointment is.  Is this suitable? Yes – book appointment

  If no, tell the patient the other locations where the services are held

If for a surgical appointment, inform the patient that the current wait times for surgery at the acute providers (RCHT, PHT) is significantly longer than that for the independent providers (Duchy, BTC, Probus, etc.)

Explain the differences in services – i.e. see & treat

Ask the patient what their preference is

……..…………………………………………………………..

If booking an appointment:

Ask the patient to write down the location, date and time of appointment (in case they don’t receive a letter)

Ask the patient to confirm the location, date and time back to you (if they haven’t already)

OR

If adding to ASI:

Advise the patient that they will hear direct from the booking team at the hospital as the clinics are fully booked at present.  Ask if the patient is willing to attend any other location.

Obtain details of any dates the patient is away and record in ASI comments

OR

If sending as paper/onward referring into an assessment service:

Advise the patient that they will hear direct from the booking team at the hospital as we are unable to book the appointments. 

OR

If indirectly bookable service:

Give the patient their UBRN/NHS number and the telephone number to book their appointment.