The Express Care product, which comprises of medical certificate, repeat script and repeat referral requests allows practitioners to be able to review, approve or reject these submissions and collect payment in a simple way.
Before you start: Setting Permissions for Express Care Requests
Before you start: Notification of a new Express Care Request
Filtering for New Medical Certificate Requests
Actioning a New Express Care Request
Viewing the history of Express Care Requests
Your PMS and Express Care requests
Before you start: Setting Permissions for Express Care Requests
In order to action any Express Care request, the Action Health Service Request permission needs to be assigned to the relevant account. This is to ensure that only users who legally can action health service requests are able to do so. All staff are able to see the Express Care overview page, but only certain users can view, approve or reject them.
If you need to create a new user account, there is a section in Practice Admin > Logins and Permissions where you can add the email address for the new user, and they will be prompted to set up an account with your Practice on Healthengine.
To set the permission, go to Practice Admin > Logins and Permissions and find the relevant user you wish to assign the permission too. Tick the Action Health Service Request checkbox, and wait for the page to sync. Once completed, this user will have the ability to review and action Express Care requests. We recommend that only practitioners have this permission selected.
Before you start: Notification of a new Express Care Request
Practices can choose to receive an email notification anytime a new request is made.
This email preference can be managed in the Account > Notifications section of Practice Admin. Once the relevant email address is found or added, you can then set which type of notifications you wish to receive by clicking the pencil edit button, and ensuring Health Service request option is toggled to ON.
You can reach the Express Care page by either clicking the "View requests" button in the notification email, or going to Practice Admin > Express Care
Filtering for New Express Care Requests
Once in the Express Care overview page in Practice Admin, you can see all the health service requests. In order to see pending requests, you can use the filter button to filter by status and "Not Actioned".
You can also action by practitioner if you want to see the practitioner the patient requested to review their requests made explicitly by the patient to that practitioner.
Viewing a New Express Care Request
In order to view a Express Care, you first need to select your practitioner details. This is to ensure that the approving practitioner details are correctly shown on the Express Care communications to the patient, and the Medical Certificate if selected. If you try and review an Express Care request without selecting the details, you will be shown an error message
To select your practitioner details, you need to select your option from the dropdown menu to action as.
Once the option has been selected, you can then click "Review" to view the pending action.
Actioning a New Express Care Request
Once you have selected "Review", a new window appears with all the relevant submission information associated with that request. That includes patient details and their form answers.
You can also see the practitioner declaration at the bottom with your practitioner details included. You can then choose to either Reject or Approve the request. Patient details are included in this request so if you wish to contact the patient and confirm their request, you are able to do so prior to approving or rejecting the request. The window then closes, and the status is updated to reflect the action. A record is kept of which practitioner approved which request for future reference.
If rejected, you are required to select a reason for the rejection. The patient is sent an email to inform them that their request has been rejected, and the reason why, and are told to contact the practice to make a booking.
If approved, the patient is then charged based on the payment details they entered when making the request. The medical certificate, confirmation email and receipt, is only sent to a patient if the payment is taken successfully. You are only able to attempt to charge the patients card on file 3 times. If the card cannot be charged correctly, we recommend you contact the patient directly.
For Scripts and Referrals, your practice is then required to contact the patient via their preferred delivery method to facilitate the delivery of the Script or Referral letter.
Viewing the history of Express Care Requests
Requests are retained for 30 days within Healthengine, with records kept in the PMS for integrated practices beyond that for your records. All the records are kept in chronological order in Practice Admin.
Your PMS and Express Care requests
When a patients request has been approved, the patient is emailed a confirmation of their request, and in the case of medical certificates, a copy of the certificate. Healthengine also inserts a record of the request submission into your PMS (Medical Director PracSoft and Best Practice only at this stage) under the "Correspondence in" heading if your practice is integrated with Healthengine.
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