Email general use procedure

Purpose

This procedure describes the actions to be taken when dealing with the variety of emails received into the Careline Admin Folder on outlook and on MOSAIC.

Responsibility

All staff

Process

Referral Forms

Forms are checked to:

• Ensure that they contain the basic information, i.e. name, address, telephone number, DOB, medical information and NOK. If there are any discrepancies or any information missing reply to the referrer asking them for clarification and the information required.
• See if any sensors have been requested, if they have check the amount of time required to fit each one on the job time matrix (See P Drive Staff Manual Folder). The amount of time should then be added together to provide the amount of time to be allowed for that particular appointment.

Creating Appointments

Before a record is created on Jontek it is important to check both names to ensure that a record does not already exist.

If a record already exists:

• Create a note on Jontek, copy and paste the referral email, add any additional information supplied by the referrer.

If record does not exist:

• Create a new customer record on Jontek, create a note then copy and paste the referral email.
• Ensure that the MOSAIC number has been recorded. If there is no MOSAIC number, check the MOSAIC database to see if the customer is already listed. If they are not listed on MOSAIC then a new record must be created.       (Remember to make a note of the number on Jontek). Staff must also check that Careline are listed as an Involved Organisation on MOSAIC.
• It is important to check the Jontek calendar for a suitable date before you ring the referrer or the person specified on the referral form.
• Phone to make the appointment and to give a brief explanation of the service. Ensure that keys will be available at the time of the appointment and that they are aware of the cost.
• Advise that the appointment times are between 09:30 – 12 for a morning appointment and between 1 – 3pm for an afternoon appointment.
• Once an appointment has been made, retrieve an empty ID key ring from the key room (check database to ensure that the account is closed and that the number is still available). Replace with a tag to indicate that the ID key ring has been removed for an installation.
• Print the record from Jontek, highlight any important information or any sensors requested.
• Place in folder with the referral form attached. Include a Carers Card information sheet and application form.
• Create a record on Jontek.
• Send email to referrer to inform them of the date and time of appointment.