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PACE HEALTH SYSTEMS LTD      

INR Relay - Setting Up

Introduction
Setting Up
Validation
Routine Operations
Using the INR Relay Client Program
Trouble Shooting Routine Operation
Screen Shots of INR CLIENT Program

INTRODUCTION

The following guide is intended for use by anticoagulant clinics in the UK, who already use a computerised system for calculating dose and clinic time information for anticoagulant patients, and who wish in addition to transmit results by phone using INR RELAY to their patients.  Local clinics must be able to generate a batch report of INR results which can be written as a standard text (.txt) file.  This file will then be sent as a file transfer to the INR RELAY service via your modem.   The INR RELAY service does nearly all the rest: that is it interfaces your data to INR RELAY format, creates voicemail files, populates the dialler database, allowing patients to DIAL IN and enables DIAL OUT;  records patient preferences for printed output etc; keeps a record of hospital and patient activity and transmits letters, reports and invoices back to hospitals.  As an automated service, INR RELAY is not resourced to deal with patient enquiries or complaints - which will be directed back to the appropriate local clinic.  The following is an easy instruction guide on how to set up your system.  Careful attention to detail at the time of setup will give you a fuller understanding of the potential of INR RELAY and could prevent problems at a later time.                                                             top

INR RELAY is a unique set of highly integrated programs which automate your communication requirements. The design is such that the hospital users maintain complete control over their own patients and data, and at the same time benefit from communicating to a robust centralised call centre.  The INR RELAY CLIENT program on your PC is your key to this program suite and it is recommended that you familiarise yourself and your staff with its operation.  INR RELAY CLIENT is designed to be very easy to use, offering users simple menu options, liberally endowed with help buttons, and empowers the routine operator or administrator with all the functions needed to operate and configure the service - exactly as you want them.

The main menu of INR RELAY CLIENT offers only 7 buttons to the routine hospital user (but the administrator has access to many more).  The first two options allow the routine user to SEND REPORTS and FETCH LETTERS.  The principle is that these buttons are used to upload to or download files from the call centre.  All the other buttons are provided so that the user can quickly print, view patient files, and set preferences either for individual patients or global preferences for your hospital.  INR RELAY CLIENT automatically recognises the type of file it is dealing with and transfers them the appropriate folders on your PC.  It has many other features, such as allowing local printer settings, and setting daily tips which allow you to locally add information tips to your patient request forms.

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SETTING UP

You will be supplied with a PC, which will contain all the necessary hardware, (modems etc) and software (INR RELAY CLIENT) needed for you to communicate with us and to print your fetched reports.  The first thing you need to provide is the input data in an acceptable format.  The following section describes what you need to do. 

Fill in and sign the Application Form/Service level agreement for provision of this service.  A copy can be emailed to you.                                            top

CREATING BATCHED INR REPORTS

Creating batch reports (in text file .txt format) from your existing system: It will considerably ease the issue of interfacing your data to our system and reduce the likelihood of issues with validation if you can create a text file report in the preferred format (see Appendix 1 and 2 -click here to view) or as close to this as possible.  DAWN 4S users should follow the instructions below.  Please refer to Appendix 1 for and explanation of the file format.  A description of the file format follows: One batch file contains one or more records; each record contains the required information for one patient episode (as a minimum patient name, address, telephone number, date of birth, INR result, desired INR range, anticoagulant name, dose, miss days, and interval to next test). Each record can hold fifty two lines (many redundant) separated by a line feed/carriage return, specific lines containing the required fields of information - see appendix 1.   The batch file created should be saved in a standard ASCII .txt format (as in using notepad.exe).                                                                                       top

Using DAWN 4S: It is a relatively simple process to create text batch reports using DAWN 4S.  Use the “USER LETTER” feature to create the batched report. This the simplest and most reliable way to achieve the desired result.  We suggest that you copy the contents of the enclosed “voicemail.txt” file into your text file which you have created and you should end up with a virtually ready made file - ready to send using SEND REPORTS.   

SELECTING  THE  BEST  WAY  TO  TRANSMIT  DOSE  INFORMATION:

There are several possible ways that your existing software may express the dose of anticoagulant the patient is intended to take.  INR RELAY can accommodate three different ways of importing dose information and you need to select one of the methods described below.  The output may  may be a code (METHOD A) for instance “4SW29"  (which will then refer  to a table from which the daily doses are obtained - see appendix 7 for example - click here to access appendix 7);  or it may output the actual daily doses for each day of the week (METHOD B) for instance 3½mg on Mondays, 4 mg on Tuesdays etc;  or  it may be in the form of an average daily dose  (METHOD C;  for instance 4.28 mg/day).   Selecting the right method for you is important at the setup stage and is partially dependent on the system output capabilities of your existing computer.  Some information regarding the selection follows:                                                                             top

METHOD A:  Using a dose code and dose code table (as in Appendix 7): With METHOD A, you have to provide us with a completed local equivalent to the table in appendix 7.  The code will be transmitted in field 20 of the patient record and we will use this value to look up the daily doses from the dose code table for your hospital.   The advantage of this method is that the dose we advise the patient to take will be exactly what appears in the table.  The main disadvantage is that you need to complete the table and update it centrally whenever you add or edit a code in your local system.

METHOD B:  Using METHOD B, you will be supplying us with the actual daily dose in milligrams for each day of the week.  This data is transmitted in fields 36 to 42 of the patient record.  This method also has the advantage that the dose transmitted is exactly as specified - and has the added advantages that you do not need to supply a dose code table and do not need to worry about updating the dose code table.  This is therefore the preferred method - but it depends on whether or not your existing software can output the individual daily doses.  (Dawn users can use any of these methods but this is the preferred one for Dawn users).                                                               top

METHOD C:  Using METHOD C, you will be supplying us with the average daily dose for the patient to take.  This data is transmitted in field 19 of the patient record.  You do not need to create or update a dose code table with this method but you are allowing INR RELAY to recommend to the patient what practical doses to take on each day of the week.  Whilst this method is the simplest to set up; there may therefore be a very slight discrepancy between the dose we recommend and the dose that you have transmitted as there is always some degree of compromise.  Examples of how we convert average daily dose (from 2.86 to 4.14)  to a practical dose for the patient to take are in the table below:

Average dose (mg)

DOSE ADVICE OVER THE PHONE                 (METHOD  C  only)

2.86 to 3.14

Take three mg every day

3.15 to 3.39

Take four mg on Tues and Sat and three mg on all the other days

3.40 to 3.60

Take three and a half mg every day

3.61 to  3.85

Take three mg on Tues and Sat and four mg on all the other days

3.86 to 4.14

Take four mg every day

Note: Table equivalents above apply to doses 0 mg to 20 mg; 20 mg to 200 mg in one mg increments only; 200 to 250 mg in 5 mg increments only.   top 

Once you have settled your best fit batched report file and the dose method you wish to use, you will need to send some samples (and a copy of your dose code template if you have chosen Method A above) to INR RELAY where we will create a conversion tool which will extract the necessary information and convert it our format so that we can create the phone messages and letters etc. for fetching.                                                   top

SETTING UP THE PRINT TEMPLATES

This step is only necessary if you have opted to allow INR RELAY to create some or all of your printed letters to patients.   When designing your letter format, you can either accept the default templates as they appear in Appendix 5 (click here to access appendix 5), or you can modify them or you can create your own templates, merging any of the available variables (Appendix 1).   The INR RELAY CLIENT program contains the default templates, allows you to modify or recreate them and transmit them to the call centre for testing.   As administrator, press the EDIT TEMPLATES button, then select the template of interest.  You are free to edit as you wish, for instance you can place the cursor at a position of interest, then press the INSERT VARIABLE button, select the variable of interest from the drop down list, press INSERT and the variable will in future appear on your template in the specified place.   (You will need to run the SEND REPORTS program to transmit your changes to INR RELAY).   Full validation of the printed output by the local clinic is mandatory.  The advantages of allowing INR RELAY to create your letters for you are: you can inspect the letters before they are sent;  you will be able to take advantage of patient selections made during their phone calls (eg. if a patient has requested a batch of request forms, then the request forms will appear in your c:\inr\intray ready for viewing/printing); INR RELAY can use its own logic to convert your patients to the phone system, sending them instructions letters and switching to voicemail at the appropriate time.  

Another convenient and popular option would be to allow INR RELAY to print and post your letters from Basildon.  They should  arrive at the patient's home att he same time as if they were posted locally.  For you, the local clinic administrator, this is the most convenient option, as by making this selection, INR RELAY will handle all your patient communication (phone, letter, fax and email) automatically.  Obviously we have to charge you extra for the cost of this service.  All you have to do is send us a batch of reports, (validate correct importation  etc) and we will do all the rest - automatically - quite convenient on a Friday afternoon before a bank holiday weekend.  In addition, you do not need to concern yourself with setting up a printer, loading it with paper, ink, envelopes and worrying about postal collection times - this is all done for you.

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VALIDATION

While every effort is made to prevent error, as is specified in the contract of service and contract disclaimer, PACE Health Systems Ltd., the software suppliers, and Basildon&Thurrock NHS Trust and any of its employees or agents do not accept any liability for any  negligent or non-negligent harm which may arise from the patient use of the INR RELAY service.   It is therefore mandatory for the local anticoagulant clinics to perform adequate validation of the accuracy of transmission of results - whether by phone, post, fax or email.  The following is a recommended approach to the validation stage, but more exhaustive validation may be preferred by some clinics.  Please note that local clinic re-validation is required  if  alterations are made to your database structure, transmission file format, templates or printer settings.  Again, it is ultimately the responsibility of the local clinic to re-validate the system as required.                                                         top

Testing the SEND REPORTS and FETCH LETTERS  process:

Test transmissions of your batched INR results to INR RELAY:                    At this stage, you will be able to create your batched reports in a text file format, and transmit these reports using your SEND  REPORTS program.  Start transmitting your routine data sending each batch of results to INR RELAY.   This should simply involve inserting a floppy disk containing a file say called A:\anyclini.txt and pressing the SEND REPORTS button.   GLOBAL DIALOUT should be deselected, so there is no danger of patients accessing a non-validated service.  An interfacing program will have been created to be used on auto receipt of any of your batched reports.  After a few minutes, you will receive your AUTOCALL, then you should run the FETCH LETTERS program and then run the VIEW LETTERS and PRINT LETTERS buttons to see that your results are being imported and processed correctly by INR RELAY.   If you prefer, you could open your letters in WORD, inspect/edit and print - if you prefer this environment.  You should validate carefully the contents of these letters, check that special characters (such as “½”) are being printed; to make sure that they are as you  require them before posting to your patients.                                                                       top

Testing the validity of voicemail messages to patients:

Continue transmissions and  once again do not inform patients of the service, with DIAL OUT suppressed. You can test phone safely into the system, as though you were the patient.  This will allow you to test the interface tool and your configuration settings without actually going live to patients.  You should test the phone system with at least 100 test DIAL INs over a period of one to two weeks; You should choose patient telephone numbers for which you know the expected reply. You should test the system getting results with INR below, above and within range; early dates of return and late dates of return; transport required/not required/ home visits; patients within 28 days of end of treatment termination; patients with very high INR’s; patients who have not attended on one, two or three or more occasions.  You will receive file transfers of IMPORT REPORTS, 48 HOUR and 96 HOUR reports and you should check that these area as expected.  If there is any variation from expected in any of the above,  please inform the Pathology service at Basildon Hospital  for correction of the interfacing tool.  The closer your text file format is to the model file in appendix 2 will result in fewer problems at this stage.                                                                                                  top

Going live: 

Inform your patients of the system (or allow INR RELAY to do this for you by enabling dialout and patient instruction letters).  Remember to expect that 20% of your patients will not be able to use a telephone system alone and will continue to expect to receive letters in the post.  You can alert us to set these patients for permanent letters - the easiest way is to use the PATIENT FILE REQUESTS program - or alternatively you can phone into our system as an administrator, and change the settings for these selected  patients (see below).

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ROUTINE OPERATION

USING THE INR RELAY CLIENT PROGRAM 

You should  use the INR RELAY CLIENT program on your PC to perform automatically all the tasks you need for routine use and configuration of your service. Once you click on INR RELAY CLIENT icon, you will see the main menu screen.  The user is presented with a series of dialog boxes from which options are selected simply by making mouse clicks or entering values into selection boxes.  If you opt for the  -SETUP - ADMINISTRATOR - SETUP - option, you will be prompted for a password and your should enter ”11111111111" - this will give you access to many further options as set out in the table below.   The INR RELAY CLIENT program is liberally featured with help buttons which you can use to inform you of the functions available.  The following table give you a features list of the main functions available:       top

FUNCTION

COMMENT

SEND REPORTS

Automatically sends to the call centre any batches of reports, patient file requests or updated configuration or template files. Modem link, program exits on completion.

FETCH LETTERS

Automatically fetches from the call centre any letters ready for printing, import or patient reports, updated templates, invoices and automatically transfers them to the appropriate sub- folders. Modem link - program exits on completion.

PRINT NEWLY FETCHED REPORTS

Prints the current batch of letters

REPRINT PREVIOUS BATCH

Prints the previous batch of letters

VIEW LETTERS AND REPORTS

Views the current letters; previous batch of letters; 48 hour reports; 96 hour reports; import files; invoices, fetched patient reports.

PATIENT FILE REQUESTS

Order on behalf of a patient any of the following: report letter, request forms, instructions letter,  audit  report.  After completion, you will need to run SEND REPORTS to transmit your order.

SET  PATIENT  CONTACT PREFERENCES

Use this feature to select contact preferences to transmit INR result in any combination for any specified patient.  You can select from dial out, letter, email or fax.   After completion, you will need to run SEND REPORTS to transmit your order.

SETUP - ADMINISTRATOR - SETUP*

Using your administrator password “111111111111" you will have access to the further options below:

LOCAL PRINTER SETUP*

Set the margins/page orientation suited to your printer; choose the number of request forms per batch to be printed etc.

SET TIPS OF THE DAY*

Allows you to create up to 10 “Tips” which are locally determined, which will appear on your local request forms.

EDIT TEMPLATES*

Allows you to edit your print templates for:  Report letters, request forms, DNA letters, termination letters etc. After completion, you will need to run SEND REPORTS to transmit your order.

EDIT CONFIGURATION SETTINGS*

Series of pages of options which allow the administrator to update hospital identification data; telephone and contact numbers, print import and telephone options.  After completion, you will need to run SEND REPORTS to transmit your order.

* These options are restricted to use by the clinic administrator.              top

TRANSMITTING REPORTS and FETCHING LETTERS

Make sure that your transmission file is in the correct format and located in the correct directory. - for instance: A:\anyclini.    Click on the “SEND REPORTS” icon/program.   The PC anywhere connection will do all the rest - it will dial INR RELAY, and automatically transfer the A:\anyclini file to INR RELAY and then automatically close the connection.   A few minutes after activating SEND REPORTS, INR RELAY will automatically alert you with a phone call  (AUTOCALL) with a message stating that your import was successful and advising you of any patients with incomplete data.  If you then run FETCH LETTERS, and then VIEW LETTERS  and VIEW  REPORTS, you will be able to inspect the letters ready for printing, and view the import reports to validate the import proceeded properly and view any non-imported data.  For instance, patients will be rejected by INR RELAY if the patient’s data was transmitted without a valid telephone number - You can easily identify this type of problem, make the corrections to your patient database and retransmit.                                                                                           top

PRINTING LETTERS

You should use the INR RELAY CLIENT program PRINT menu options to configure and perform all your printing tasks.  If you are dedicated  to using WORD, then you can view and print your letters in this environment with the following guides: Your letters will appear in the C:\inr\intray\ directory on your PC.  They are in WORD convertible format and you can inspect (and edit) them as required before printing. You will be able to recognise the type of letter you are about to open, as the eighth character in the filename denotes the letter type as follows (L= INR report Letter; I = Instructions letter; D=DNA letter; T=Termination letter; Q=reQuest forms).                           top

CHECKING YOUR ACTIVITY - LOOKING AT REPORTS 

Every time you run the “FETCH LETTERS” program, not only are the patients’s letters collected, but also we will automatically transmit to you copies of your transmission reports and transfer them to the appropriate designated folders on your PC.  You should use the VIEW LETTERS AND REPORTS menu option to view the appropriate report or, using WORD, check your c:\inr\import  c:\inr\48hour and c:\inr\96hour and c:\inr\invoice directories on your PC on a regular basis for transmission reports and 48 hour, 96 hour reports and copies of invoices.    Patients who have incomplete data (ie non-valid telephone numbers; absent date of birth etc) on your database can be identified in this way.  Your staff should then rectify the problem in your database, and retransmit the patient result.  You will also get summary reports for each active day on the system - one report “48 hour report” is sent after two days alerting you of any still uncontacted patients, and a final “96 hour” report sent after 4 days.  Billing is calculated on the “96 hour” report.   The table below gives more information:                                                  top

Folder

REPORT TYPE

COMMENTS

C:\INR\INTRAY

LETTER

CURRENT BATCH OF LETTERS AWAITING PRINTING EIGHTH CHARACTER OF FILENAME DENOTES TYPE: L= INR report Letter; I = Instructions letter; D=DNA letter; T=Termination letter; Q=reQuest forms

C:\INR\INTRAYBK

LETTER

PREVIOUS BATCH OF LETTERS -ALREADY PRINTED. PRINTED (not automatic for WORD users)

C:\INR\IMPORT

 

 

IMPORT REPORT

EVERY TIME YOU SUBMIT A BATCH OF RESULTS, AN IMPORT REPORT IS GENERATED.  THIS GIVES DETAILS OF WHICH PATIENTS WERE IMPORTED, HOW THEY WERE HANDLED, AND OTHER REPORTS THAT WERE REJECTED - AND WHY.

C:\INR\INVOICE

INVOICE REPORT

EVERY QUARTER AN ITEMIZED INVOICE WILL BE GENERATED AND COPIED TO THIS DIRECTORY.  Invoices are generated on the 5th Day of April, July, October and January.

C:\INR\48HOUR

48 HOUR REPORT

48 HOURS AFTER ANY GIVEN CLINIC DAY A 48 HOUR REPORT IS GENERATED.  This report gives a summary of who has been contacted so far, and a list of patients who have not been in contact with the system.

C:\INR\96HOUR

 

 

96 HOUR REPORT

96 HOURS AFTER ANY GIVEN CLINIC DAY, A 96 HOUR REPORT IS GENERATED.   This report is the final report for a given days activity and is the report upon which the invoices are calculated.

C:\INR\PATIENT

 

PATIENT REPORT

A PATIENT REPORT IS GENERATED BY SPECIAL REQUEST BY YOU AS A CLINIC ADMINISTRATOR - SEE THE SECTION BELOW. Patient reports contain a full audit trail of activity for any one of your patients and can be used to handle patient enquiries etc.

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ADMINISTRATOR TELEPHONE ACCESS  TO  THE  CENTRALISED  SERVICE

In order for any of your staff to gain access to the central server, at any time, and not be confined to access via your PC, INR RELAY allows you, or anyone in your department to submit patient file requests to the centralized service.  From any phone, you can dial into the system, using the same access telephone number as your patients, and when asked to enter your 11 digit UK telephone number, you should enter a special code "11111111111" which will divert you to an administrator script.   Once there, follow the verbal instructions to identify your patient of interest (you must know the patient's 11 digit telephone number), and you will be offered the following options:

PRESS   1    FOR  A BATCH OF REQUEST FORMS FOR THIS PATIENT

PRESS   2    FOR A  RESULTS LETTER TO BE CREATED FOR THIS PATIENT

PRESS   3    FOR AN  INSTRUCTIONS LETTER FOR THIS  PATIENT

PRESS   4    FOR A COPY OF THIS PATIENT’S RECORD                                                    (This record will be sent to your PC's c:\inr\patient folder)

PRESS   5    TO  FLAG THIS PATIENT FOR PERMANENT REPORT LETTERS               top

PRESS   6    TO SUPPRESS LETTERS FOR THIS PATIENT  (DEFAULT)

PRESS   7    TO FLAG THIS PATIENT TO HAVE DIALOUTS (DEFAULT)

PRESS   8    TO FLAG THIS PATIENT NOT TO HAVE DIAL-OUTS

PRESS   9    TO CHANGE TELEPHONE NUMBER FOR PATIENT  

The above method has the advantage that it gives the local clinic administrators easy access and control over how individual patient’s are handled by INR RELAY.   From any phone, you can respond to patient enquiries such as “I lost my letter;” “I have run out of request forms;” “I would prefer to dial-in to the system” directly by dialling into the system as an administrator and making the appropriate selection. 

                                                                                                       
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TROUBLE SHOOTING ROUTINE OPERATION 

FILE  TRANSFER  FAILS

This may be because your modem may not be switched on or responding, or because the INR RELAY number is engaged.  You will be provided with a back up INR RELAY transmission telephone number if your primary number if is down for any reason.  If you verify your modem is working properly, and the INR RELAY numbers are continually engaged or there is no answer, (after more than three attempts), then contact the Pathology department at Basildon Hospital on the Support number.

TRANSMISSION  REPORTS  TAKE  A  LONG  TIME  TO  RETURN 

Generally, you should receive a transmission report or an autocall within 30 minutes of export to us.  Autocall is a special dialout automatic phone call which we will make to your clinic number as soon as the import has been completed, informing you that we have just imported a batch of results from you and advise you to check your c:\inr\import folder for details if there were any rejected results.  If you fail to get your autocall after thirty minutes, you should try FETCH LETTERS as your report may have been imported successfully anyway.  If your report has not been imported, check the file format of your batched reports, and retransmit using SEND REPORTS and try again.  If you are still having problems, contact INR RELAY.                     top

PATIENT  UNABLE  TO  USE  THE  PHONE  SYSTEM

Patient complains that he cannot use the phone for a valid reason, ie hard of hearing, pulse phone or techno phobic.  He wants to receive permanent letters as before and does not want to be troubled by automatic telephone calls. 

Solution 1:   Patient preferences for requiring letters or suppressing dialout can be transmitted to us by phoning INR RELAY (using the patient access number) and when asked to enter your 11 digit telephone number, enter the local administrator code number “111111111111"  instead.  This will divert you to a special script, which will allow you to select the patient of interest by entering the patient telephone number (INR RELAY uses the patient UK telephone number as the patient identifier), then  to press 5 if the patient requires permanent letters, and later to press 8 if you want DIAL OUT to be suppressed as well.  These settings will be applied to all future INR report imports for this patient.  See the section on ADMINISTRATOR TELEPHONE ACCESS  TO  THE  CENTRALISED  SERVICE  for more information on how to use this method.                                                                                top

Solution 2: This is very similar to solution 1 - You can use the INR RELAY CLIENT program, select SET PATIENT CONTACT PREFERENCES, enter the patients telephone number, then press the SEND LETTERS TO PATIENTS option, then uncheck the   DIAL OUT TO PATIENT option, then exit and as soon as you connect to the centralised service by using SEND REPORTS, your request will be actioned.

NOTE: Even if you suppress dial out for a specific patient, the patient (or a representative of the patient) will still be able to DIAL IN for the result if desired.                                                                                                top

MOBILE PHONES

Mobile phones can be used to DIAL IN to obtain results.  However, because of the high cost of dialling nationally to mobiles, and the fact that they are often switched off, we automatically suppress DIAL OUT to mobile phones. You should tell any patient who uses a mobile as his primary phone number, that he will not be phoned by us, but can DIAL IN for his result when it is available.

ANSWERPHONES  AND  ANSWERING  SERVICES

If the patient has an answerphone, it will answer the INR RELAY dialout.  However, only if the answerphone emits an appropriate tone within the correct time frame and allows recording of messages of  >45 seconds will the voice message be recorded.  The patient may be advised to have the answerphone switched off the evening of his test or alternatively DIAL OUT can be suppressed for this number (see above).  The patient remains free to DIAL IN for his result as soon as it is available.                                                    top

MORE  THAN  ONE  PATIENT  ON  A  SINGLE  TELEPHONE  NUMBER

INR RELAY deliberately uses the patient home telephone number as the patient unique identification number for the system.  This is done for simplicity and for security reasons.  One slight limitation of this approach is that it is not possible to have more than one patient on a single number.  This situation might arise if for instance two members of one family were being anticoagualated simultaneously, or two or more residents in a nursing home (with a single number) were being anticoagulated.  The solution is either to use different phone lines if possible for each individual patient, or if this is not possible, to assign a  unique 11 digit fake telephone number to one or both patients (this has to recorded in the local clinic database)  and then to suppress DIAL OUT (see above) for the fake number(s).  The patients or nursing home will have to be informed that they will have to use DIAL IN to get the patient results, and to use the fake unique telephone number to identify the patient.  The caller will get the usual verification of date of birth identifier to confirm the identity of the patient.                                                          top

PULSE PHONES

Pulse phone do not work with INR RELAY as we need to be able to detect tone signals from the caller.  These patients should either be flagged for permanent letters (see above) or preferably, they should consider changing to a more modern tone phone (the simplest  models are quite inexpensive).  In our area, less than 5% of the population are using pulse phones.

PATIENT  CLAIMS S/HE  WAS  GIVEN  INCORRECT  INFORMATION

It is a rare that a patient claims the wrong information was given out over the phone.  Usually the explanation is that the patient misheard the message, or did not comply properly with the advice. Nevertheless, we are keen to investigate all alleged mistakes - as it is always possible that there may be an error in the interface tool for your clinic.  INR RELAY keeps a full audit trail of its activity - meaning that it is possible to review any individual patient’s master file to see when and what results were imported into the system, and when and how results were conveyed to the patient.  Once again you can dial into the service, enter the administrator code “11111111111" as your UK 11 digit telephone number, then enter the patient’s number, and then press 4 to request a copy of the patient audit trail to view the history of the patient on the system.   For further information on administrator access see the section ADMINISTRATOR TELEPHONE ACCESS  TO  THE  CENTRALISED  SERVICE above.  Alternatively, you can transmit your request using the INR RELAY CLIENT program (PATIENT FILE REQUEST followed by SEND REPORTS).  The next time you run the “FETCH LETTERS” program, the patient record file will be copied to your c:\inr\patient folder on your PC.

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INR RELAY
Introduction
Try It Now
The Basildon Experience
How does it work?
Is it complicated to use?
Hardware/software issues
Examples of dialogue
How does it work? - cont
Hard of Hearing Patients
Calculation of Bills
Advantages
Patient Confidentiality
Features
Getting Set Up
Introduction
Setting Up
Validation
Routine Operation
Import file description
Screen Shots
Trouble Shooting
Additional Information
Contract
Sample Configuration
Our Charges
Contacts

For printable version of full INR Relay document please click here.