Online Patient/Service User Consultation

Owned by Victoria Bussey
16-10-2023
13 min read

ID

C64

Version

1.0.0

Type

Capability

Category

Consultations

Status

Effective

Effective Date

Oct 17, 2023

Framework(s)

Digital Pathways

Description

The Online Patient/Service User Consultation Capability allows Patients/Service Users to request and receive support relating to healthcare concerns online.

Outcomes

For a Patient/Service User:

  • Able to have their consultations conducted online where appropriate, reducing the need to attend the Healthcare Organisation or be available at specific times

For Primary Care:

  • Able to make informed decisions relating to Patient/Service User Online Consultations through information provided by them

For the wider NHS and social care system:

  • Improve Patient/Service User’s access to advice or consultation by providing an additional mode of access alongside traditional methods such as the telephone and walk ins

MUST Epics - Describes the minimum functionality required to deliver a Capability. Solutions MUST be successfully evaluated against each Epic and Acceptance Criteria via Capability Assessment in order to be associated with this Capability

MUST Epics - Describes the minimum functionality required to deliver a Capability. Solutions MUST be successfully evaluated against each Epic and Acceptance Criteria via Capability Assessment in order to be associated with this Capability

E00001 - Online Consultation requests

As a Patient/Service User

I want to create Online Consultation requests

So that I can submit information about my needs to a Health Care Organisation at a time and in a way that is convenient for me

Acceptance criterion 1: enable Online Consultation between the Patient/Service User and the Health Care Organisation

Given the Patient/Service User has accessed an Online Consultation Solution

When the Patient/Service User selects to create an Online Consultation request with the Health Care Organisation

Then the Health Care Organisation can access the information provided

MAY Epics - Describes additional functionality associated with the Capability. Suppliers should consider all MAY Epics as part of their User Research. Suppliers can choose to map their Solutions to these Epics and they will be evaluated via Capability Assessment. Framework Authorities or purchasing organisations may require these Epics as product qualification or requirements criteria

MAY Epics - Describes additional functionality associated with the Capability. Suppliers should consider all MAY Epics as part of their User Research. Suppliers can choose to map their Solutions to these Epics and they will be evaluated via Capability Assessment. Framework Authorities or purchasing organisations may require these Epics as product qualification or requirements criteria

E00537 - Online Consultation request with a Proxy

As a Proxy

I want to create Online Consultation requests on behalf of a Patient/Service User

So that I can submit information about the needs of a Patient/Service User to a Healthcare Organisation at a time and in a way that is convenient for me

Acceptance criterion 1: record relationship between Proxy and Patient/Service User

Given Proxies are permitted to create Online Consultation requests on behalf of a Patient/Service User

When the Proxy selects to record the relationship between themselves and the Patient/Service User

Then the relationship between the Proxy and the Patient/Service User is recorded

Acceptance criterion 2: Proxy declares that they have permission to submit Online Consultation request on behalf of Patient/Service User

Given the Proxy is permitted to create Online Consultation requests on behalf of a Patient/Service User

When the Proxy selects to create an Online Consultation request on behalf of a Patient/Service User

Then the Proxy declares that they have the permission of the Patient/Service User to be represented by the Proxy

And the declaration of the Patient/Service User to be represented by the Proxy is recorded

Acceptance criterion 3: Proxy creates Online Consultation request on behalf of Patient/Service User

Given the Proxy is permitted to create Online Consultation requests on behalf of a Patient/Service User

When the Proxy selects to create an Online Consultation request for the Patient/Service User with the Healthcare Organisation

Then the Proxy can create an Online Consultation request

And the Healthcare Organisation can access the information provided

E00083 - configure the instructions to use the Online Consultation Solution

As a Health or Care Professional

I want to configure the instructions to use the Online Consultation Solution

So that I can provide instructions relating to the use of the Online Consultation Solution

Acceptance criterion 1: configure the instructions to use the Online Consultation Solution

Given the Health or Care Professional is permitted to configure the instructions for using the Online Consultation Solution

When the Health or Care Professional selects to configure the instructions for using the Online Consultation Solution

Then the instructions are configured

E00083- Supporting Information

  • Examples of configuring instructions MAY include, but are not limited to:

    • Enable display of instructions

    • Disable display of instructions

    • Amend instructions displayed

  • An example of instructions to use the Online Consultation Solution MAY include, but is not limited to:

    • Instructions for a Patient/Service User to create an Online Consultation request

    • Instructions for a Proxy to create an Online Consultation request

E00539 - Patient/Service User provides information for Online Consultation request

As a Patient/Service User

I want to provide information to support my Online Consultation request in relation to a healthcare concern

So that the Healthcare Organisation can direct my Online Consultation requests to the appropriate Health or Care Professional or service

Acceptance criterion 1: emergency enquiries and direction to emergency services message

Given Patients/Service Users are permitted to create Online Consultation requests

When a Patient/Service User selects to create an Online Consultation request

Then the Patient/Service User is informed that the service is not suitable for emergency enquiries and direction to emergency services is provided

Acceptance criterion 2: Patient/Service User provides information for Online Consultation request

Given Patients/Service Users are permitted to create Online Consultation requests

When a Patient/Service User selects to create an Online Consultation request

Then the Patient/Service User can provide Patient/Service User demographic & contact details

Then the Patient/Service User is presented with an Online Consultation request question set

And the Patient/Service User completes the Online Consultation request question set

E00539 - Additional Implementation Details

Solutions MUST comply with the following when implementing this Epic:

  • Patient/Service Users to be presented with an onscreen message to call 999 if they have any of the following symptoms:

    • Signs of a heart attack: chest pain, pressure, heaviness, tightness or squeezing across the chest

    • Signs of a stroke: face dropping on one side, cannot hold both arms up, difficulty speaking

    • Sudden confusion (delirium): cannot be sure of own name or age

    • Suicide attempt: by taking something or self-harming

    • Severe difficulty breathing: not being able to get words out, choking or gasping

    • Choking: on liquids or solids right now

    • Heavy bleeding: spraying, pouring or enough to make a puddle

    • Severe injuries: after a serious accident or assault

    • Seizure (fit): shaking or jerking because of a fit, or unconscious (cannot be woken up)

    • Sudden, rapid swelling: of the lips, mouth, throat or tongue

  • Patient/Service Users to be provided with the minimum mandatory Online Consultation request questions based on suggested wording below:

    • Patient's date of birth

    • Patient’s sex

    • What problem do you need help with?

    • What symptoms do you have?

    • How long have you had this?

    • Have you tried anything? 

    • Have you seen anyone about this? 

    • Is there anything you want to tell us? Any ideas, worries or things you are expecting?

    • Preferred contact method? 

      • When are you not available?

E00540 - Proxy provides information for Online Consultation request

As a Proxy

I want to provide information for an Online Consultation request on behalf of a Patient/Service User

So that the Healthcare Organisation can direct my Online Consultation request to the appropriate Health or Care Professional or service

Acceptance criterion 1: emergency enquiries and direction to emergency services message

Given Proxies are permitted to create Online Consultation requests on behalf of a Patient/Service User

When a Proxy selects to create an Online Consultation request with the Healthcare Organisation on behalf of a Patient/Service User

Then the Proxy is informed that the service is not suitable for emergency enquiries and direction to emergency services is provided

Acceptance criterion 2: Proxy provides information for Online Consultation request

Given Proxies are permitted to create Online Consultation requests on behalf of a Patient/Service User

When a Proxy selects to create an Online Consultation request with the Healthcare Organisation on behalf of a Patient/Service User

Then the Proxy can provide Patient/Service User demographic & contact details

And the Online Consultation request question set is displayed

And the Proxy completes the Online Consultation request question set

E00540 - Additional Implementation Details

Solutions MUST comply with the following when implementing this Epic:

  • Proxies to be presented with an onscreen message to call 999 if they have any of the following symptoms:

    • Signs of a heart attack: chest pain, pressure, heaviness, tightness or squeezing across the chest

    • Signs of a stroke: face dropping on one side, cannot hold both arms up, difficulty speaking

    • Sudden confusion (delirium): cannot be sure of own name or age

    • Suicide attempt: by taking something or self-harming

    • Severe difficulty breathing: not being able to get words out, choking or gasping

    • Choking: on liquids or solids right now

    • Heavy bleeding: spraying, pouring or enough to make a puddle

    • Severe injuries: after a serious accident or assault

    • Seizure (fit): shaking or jerking because of a fit, or unconscious (cannot be woken up)

    • Sudden, rapid swelling: of the lips, mouth, throat or tongue

  • Proxies to be provided with the minimum mandatory Online Consultation request questions based on suggested wording below:

    • Patient's date of birth

    • Patient’s sex

    • What problem do you need help with?

    • What symptoms do you have?

    • How long have you had this?

    • Have you tried anything? 

    • Have you seen anyone about this? 

    • Is there anything you want to tell us? Any ideas, worries or things you are expecting?

    • Preferred contact method? 

      • When are you not available?

E00541 - Health or Care Professional creates Online Consultation request on behalf of a Patient/Service User

As a Health or Care Professional

I want to provide information for an Online Consultation request on behalf of a Patient/Service User

So that the Healthcare Organisation can direct their Online Consultation request to the appropriate Health or Care Professional or service

Acceptance criterion 1: Health or Care Professional creates Online Consultation request on behalf of a Patient/Service User

Given Health or Care Professionals are permitted to make an Online Consultation requests on behalf of a Patient/Service User

When a Health or Care Professional selects to create an Online Consultation request on behalf of a Patient/Service User

Then the Health or Care Professional can provide Patient/Service User demographic & contact details

Then the Health or Care Professional is presented with an Online Consultation request question set

And the Health or Care Professional completes the Online Consultation request question set

E00542 - include electronic files in an Online Consultation request

As a Citizen

I want to include electronic files in an Online Consultation request

So that I can provide additional information to support the Online Consultation request

Acceptance criterion 1: include electronic files in an Online Consultation request

Given the Citizen has selected to create an Online Consultation request

When the Citizen selects to include an electronic file in the Online Consultation request

And provides a description of the contents of the electronic file

Then a warning message is displayed

And the electronic file is included in the Online Consultation request

Acceptance criterion 2: view electronic files in an Online Consultation request

Given an electronic file has been included in an Online Consultation request for a Citizen

When the Health or Care Professional selects to view the electronic file in the Online Consultation request

Then the Health or Care Professional can view the electronic file

E00543 - respond to Online Consultation request from Citizens

As a Health or Care Professional

I want to review and respond to an Online Consultation request created by a Citizen

So that I can respond to their Online Consultation request in the most appropriate way

Acceptance criterion 1: view Online Consultation request

Given the Health or Care Professional is permitted to view Online Consultation requests

When a Health or Care Professional selects to view an Online Consultation request

Then the Online Consultation request is displayed

And all information provided by the Citizen for the Online Consultation request is displayed

Acceptance criterion 2: respond to an Online Consultation

Given the Health or Care Professional is permitted to review Online Consultation requests

When a Health or Care Professional selects to respond to an Online Consultation request

Then the Health or Care Professional can respond to the Online Consultation request

And the Citizen can view the response

E00544 - automated response to Online Consultation request

As a Health or Care Professional

I want the Online Consultation Solution to provide an automated response to Online Consultation requests created by Citizens

So that the Citizen receives a confirmation of their created Online Consultation request

Acceptance criterion 1: configure the automated response to Online Consultation requests

Given the Health or Care Professional is permitted to configure automated responses to Online Consultation requests

When a Health or Care Professional selects to configure the automated response to Online Consultation requests

Then the automated response is configured

Acceptance criterion 2: automated response to an Online Consultation requests

Given an automated response to Online Consultation requests has been configured

When a Citizen creates an Online Consultation request

Then the automated response is provided to the Citizen

E00545 - link Online Consultation request and responses

As a Health or Care Professional

I want Online Consultation requests and responses to be linked

So that I have record of interactions with the Citizen

Given there are Online Consultation requests from Citizens

When a Health or Care Professional provides a response to an Online Consultation request

Then the response is linked to the selected Online Consultation request from the Citizen

Acceptance criterion 2: Citizen can view the Online Consultation request and response

Given the Health and Care Professional has provided a response to the Online Consultation request

When a Citizen selects to view the response to the Online Consultation request

Then the response to the Online Consultation request is displayed

Acceptance criterion 3: Health or Care Professional can view the Online Consultation request and response

Given the Citizen has provided a response to the Health or Care Professional’s response

When a Health or Care Professional selects to view the Online Consultation request and response

Then the Online Consultation request with response is displayed

E00546 - Citizen feedback for Online Consultation

As a Citizen

I want the facility to provide feedback after an Online Consultation

So that I can provide feedback on my experience

Acceptance criterion 1: offer Citizen feedback on an Online Consultation

Given the Citizen is conducting an Online Consultation with a Health or Care Professional

When the Online Consultation with the Health or Care Professional has completed

Then the option to provide feedback on the Online Consultation is displayed to the Citizen

Acceptance criterion 2: capture feedback on an Online Consultation

Given the option to provide feedback for an Online Consultation is displayed to the Citizen

When the Citizen selects to provide feedback

Then the Citizen can provide feedback

And the feedback is shared with the Healthcare Organisation

E00547 - follow-up Online Consultation request

As a Patient/Service User

I want to create a follow-up Online Consultation request

So that the Healthcare Organisation can receive information in relation to a ongoing healthcare concern

Acceptance criterion 1: emergency enquiries and direction to emergency services message

Given Patients/Service Users are permitted to create follow-up Online Consultation requests

When a Patient/Service User selects to create a follow-up Online Consultation request

Then the Patient/Service User is informed that the service is not suitable for emergency enquiries and direction to emergency services is provided

Acceptance criterion 2: Patient/Service User provides information for follow-up Online Consultation request

Given Patients/Service Users are permitted to create follow-up Online Consultation requests

When the Patients/Service User selects to create a follow-up Online Consultation request

Then the Patients/Service User provides the required information

And the Healthcare Organisation can access the information provided

E00616 - configure question sets for Online Consultation requests

As a Health or Care Professional

I want to configure the question sets for Online Consultation requests

So that I can gather appropriate information during an Online Consultation request

Acceptance criterion 1: configure question sets for Online Consultation requests

Given the Health or Care Professional is permitted to configure question sets for Online Consultation requests

When the Health or Care Professional selects to configure a question set for Online Consultation requests

Then the question set for Online Consultation requests is configured

E00548 - enable/disable Online Consultation requests

As a Health or Care Professional

I want to enable/disable the ability to create Online Consultation requests

So that I can configure when my Healthcare Organisation will receive Online Consultation requests

Acceptance criterion 1: enable Online Consultation requests

Given the Health or Care Professional is permitted to configure Online Consultation requests

When the Health or Care Professional selects to enable Online Consultation requests

Then Online Consultation requests are enabled

Acceptance criterion 2: disable Online Consultation requests

Given the Health or Care Professional is permitted to configure Online Consultation requests

When the Health or Care Professional selects to disable Online Consultation requests

Then Online Consultation requests are disabled

And Patient/Service Users are notified when Online Consultation requests will be available

Acceptance criterion 3: unavailable Online Consultation requests notification

Given Online Consultation requests are disabled

When the Citizen accesses the Online Consultation Solution

Then the Citizen is notified that Online Consultation requests are unavailable

Items on the Roadmap which impact or relate to this Capability

Items on the Roadmap which impact or relate to this Capability