INHEALTH
Patient Referral Academy
At the patient Referral Centre (PRC) we own each step of the patient journey. From the first referral the to final report, our fully qualified teams provide the care and support our patient need every step of the way
About the PRC
The focus of the PRC is to provide direct access and support to all patients. We process accurate referrals, book appointments with ease and ensure all patients always receive the highest level of care and support .
Not your typical contact centre
Our team will provide a dedicated point of contact to work closely with a referrer. We currently book patients into a range of locations across the UK – including Community Diagnostic Centres, Hubs and mobile units.
We handle over 600,000 patient bookings and have over 1,000,000 patient conversations every year.
But we are not your typical contact centre
Although we do deliver against key KPI’s we are very careful with our objectives for advisors
The focus has to remain on patient care – we are not dealing with customers but patients
We have no objectives re call volumes taken – as this would inadvertently drive the incorrect behaviours
We monitor performance following statistical variance and lean methodologies
All staff have regular training, coaching, 121s and call quality audits; as well as team Visual Board Meetings and call calibration sessions
High-level Patient pathway
1. Referral Receipt
A patient referral is picked up and assessed within 24 hours of receipt.
2. INPUT & ASSESSMENT.
We process and assess all referrals received and ensure the minimum information required to accept the referral (as per the relevant contract) is included. We check all patient details to ensure accuracy and will reject any referrals if appropriate – for example if the minimum information has not been provided, is unclear, if the referral we have received is a duplicate or does not meet contractual requirements – e.g underage patient.
3. CONTACT STRATEGY
Our systems include the provision to contact patients via telephone, email and letter in order to arrange the booking of an appointment. We will never auto-book an appointment with a patient and will always agree a suitable appointment. A minimum of 3 attempts to contact a patient as a minimum, before returning the referral to the Trust if uncontactable.
4. CONTACT WITH THE PATIENT CARE TEAM
Upon contact, the earliest available or most convenient appointment is booked. Our systems automatically send an appointment pack which includes a map and directions and the patient’s appointment details, prep and further information regarding what to expect on the day. We take as much information about a patient needs as necessary to match the patient to the correct product or service.
If a patient needs transport, we ensure this aligns with the local contract and arrange all the necessary details with the transport provider. If an interpreter is required, we use the Language Line to have a three-way conversation. For patients with a disability we find the most suitable location for their needs and, if necessary, we can book a home visit.
5. REFERRAL PICTURE
Our systems include the provision to provide a regular report with regards to the referral picture. We also work very closely with our Operational and Clinical teams to ensure that the appropriate capacity is in place to meet referral demand.
Our PRC teams
Patient Referral Team
The Patient Referral Team input quick and accurate referrals. They assess the need of each patient and select their most appropriate pathway
Patient Care team
The Patient Care Team books appointments and works to offer the earliest, most convenient options for the patient. They manage all appointment changes, queries and cancellations
PACS Imaging Team
This team ensure a quick turn-around by managing clinic reporting within an average of 5 working days. They use an Image Exchange Portal (IEP), burn the image to a disc or send via the referrer’s choice of secure email, recorded Royal Mail, fax or post onto the DOCMAN system.
Patient Portal
A patient can now book their appointment using their smartphone.
We want to make it as easy as possible for patients to book a convenient appointment. Our Patient Portal enables patients to do just that – in just 3 or 4 clicks.
This technology helps patients keep control of when, where, and what time they will be seen. They can also add their appointment to their calendar and map their clinic location.
Your PRC career journey
Our teams work together to provide the care and support our patients need – where will your journey take you?
Here are just some of the fantastic roles in the PRC.
Learning & Development
Your Patient Care Advisor Journey
We really pride ourselves on our induction training program. It is 12 weeks long with progression learning throughout.
We start with a week in the classroom, where you learn all about InHealth as a company. the systems we use, and the first of the many services we support.
The following 8 weeks are spent in our academy area, where we have an arm-around approach. There is dedicated coaching and mentoring by a supervisor, floorwalkers, and team leaders. They support you every step of the way.
We then introduce more services to your training, with regular reviews and sign-offs throughout. Conduct, capability, and quality reviews are held weekly, with feedback and coaching given as appropriate.
All of our training is supported by our very own PRC learning platform iSupport.
Your final two weeks of induction training are spent embedding everything you have learned.
At the end of the 12 weeks, you will graduate the Patient Referral Academy in line with successful completion of your probation.
Leadership Development
Looking to enhance your career further? Our leadership development courses provide the tools, insights, and strategies necessary for professional growth.
InHealth Level 3
Diploma in Management
Ideal for new or first-line managers with 0 – 3 years of experience in a people management role
InHealth Level 5
Diploma in Leadership & Management
Perfect for Mid-level and Operations Managers with 3+ years of experience in a people management role
A variety of services
At the PRC, we support a wide variety of clinical services
AAA Screening
Audiology
Breast Screening
CT SCAN
Cardiac
Dexa Scan
Diabetic Eye Screening
Echo
Endoscopy
ENT
Interventional Cardiology
MRI Scan
Open MRI
PET-CT
Reporting
Ultrasound
Upright MRI
X-Ray
What our people say
Our people have some amazing development success stories
Patient Referral Academy
At the patient Referral Centre (PRC) we own each step of the patient journey. From the first referral the to final report, our fully qualified teams provide the care and support our patient need every step of the way
About the PRC
The focus of the PRC is to provide direct access and support to all patients. We process accurate referrals, book appointments with ease and ensure all patients always receive the highest level of care and support .
Not your typical contact centre
Our team will provide a dedicated point of contact to work closely with a referrer. We currently book patients into a range of locations across the UK – including Community Diagnostic Centres, Hubs and mobile units.
We handle over 600,000 patient bookings and have over 1,000,000 patient conversations every year. But we are not your typical contact centre.
Although we do deliver against key KPI’s we are very careful with our objectives for advisors.
The focus has to remain on patient care – we are not dealing with customers but patients.
The focus has to remain on patient care – we are not dealing with customers but patients.
We have no objectives re call volumes taken – as this would inadvertently drive the incorrect behaviours.
We monitor performance following statistical variance and lean methodologies.
All staff have regular training, coaching, 121s and call quality audits; as well as team Visual Board Meetings and call calibration sessions.
High-level Patient pathway
1. REFERRAL RECEIPT
A patient referral is picked up and assessed within 24 hours of receipt.
2. INPUT & ASSESSMENT
We process and assess all referrals received and ensure the minimum information required to accept the referral (as per the relevant contract) is included. We check all patient details to ensure accuracy and will reject any referrals if appropriate – for example if the minimum information has not been provided, is unclear, if the referral we have received is a duplicate or does not meet contractual requirements.
3. CONTACT STRATEGY
Our systems include the provision to contact patients via telephone, email and letter in order to arrange the booking of an appointment. We will never auto-book an appointment with a patient and will always agree a suitable appointment. A minimum of 3 attempts to contact a patient as a minimum, before returning the referral to the Trust if uncontactable.
4. PATIENT CARE TEAM CONTACT
Upon contact, the earliest available or most convenient appointment is booked. Our systems automatically send an appointment pack which includes a map and directions and the patient’s appointment details, prep and further information regarding what to expect on the day. We take as much information about a patient needs as necessary to match the patient to the correct product or service.
If a patient needs transport, we ensure this aligns with the local contract and arrange all the necessary details with the transport provider. If an interpreter is required, we use the Language Line to have a three-way conversation. For patients with a disability we find the most suitable location for their needs and, if necessary, we can book a home visit.
5. REFERRAL PICTURE
Our systems include the provision to provide a regular report with regards to the referral picture. We also work very closely with our Operational and Clinical teams to ensure that the appropriate capacity is in place to meet referral demand.
Our PRC teams
Patient Referral Team
The Patient Referral Team input quick and accurate referrals. They assess the need of each patient and select their most appropriate pathway
Patient Care team
The Patient Care Team books appointments and works to offer the earliest, most convenient options for the patient. They manage all appointment changes, queries and cancellations
PACS Imaging Team
This team ensure a quick turn-around by managing clinic reporting within an average of 5 working days. They use an Image Exchange Portal (IEP), burn the image to a disc or send via the referrer’s choice of secure email, recorded Royal Mail, fax or post onto the DOCMAN system.
Patient Portal
A patient can now book their appointment using their smartphone.
We want to make it as easy as possible for patients to book a convenient appointment. Our Patient Portal enables patients to do just that – in just 3 or 4 clicks.
This technology helps patients keep control of when, where, and what time they will be seen. They can also add their appointment to their calendar and map their clinic location.
Your PRC career journey
Our teams work together to provide the care and support our patients need – where will your journey take you? Here are just some of the fantastic roles in the PRC.
Learning & Development
Your Patient Care Advisor Journey
We really pride ourselves on our induction training program. It is 12 weeks long with progression learning throughout.
We start with a week in the classroom, where you learn all about InHealth as a company. the systems we use, and the first of the many services we support.
The following 8 weeks are spent in our academy area, where we have an arm-around approach. There is dedicated coaching and mentoring by a supervisor, floorwalkers, and team leaders. They support you every step of the way.
We then introduce more services to your training, with regular reviews and sign-offs throughout. Conduct, capability, and quality reviews are held weekly, with feedback and coaching given as appropriate.
All of our training is supported by our very own PRC learning platform iSupport.
Your final two weeks of induction training are spent embedding everything you have learned.
At the end of the 12 weeks, you will graduate the Patient Referral Academy in line with successful completion of your probation.
Leadership Development
Our leadership development courses provide the tools, insights, and strategies necessary for professional growth.
INHEALTH LEVEL 3
DIPLOMA IN MANAGEMENT
Ideal for new or first-line managers with 0 – 3 years of experience in a people management role
INHEALTH LEVEL 5
DIPLOMA IN LEADERSHIP & MANAGEMENT
Perfect for Mid-level and Operations Managers with 3+ years of experience in a people management role
A variety of services
At the PRC, we support a wide variety of clinical services
AAA Screening
Audiology
Breast Screening
CT SCAN
Cardiac
Dexa Scan
Diabetic Eye Screening
Echo
Endoscopy
ENT
Interventional Cardiology
MRI Scan
Open MRI
PET-CT
Reporting
Ultrasound
Upright MRI
X-Ray
What our people say
Our people have some amazing development success stories
