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Appointments Management - Citizen

Appointments Management - Citizen

Owned by Eleanor Davill (Unlicensed)
Last updated: 24-03-2025 by Michael FranceVersion comment
9 min read

ID

C1

Version

1.0.3

Type

Capability

Category

Citizen services

Status

Effective

Effective Date

Sep 17, 2024

Contracting Vehicle(s)

Description

Enables Citizens to manage their Appointments online. Supports the use of Appointment Slots that have been configured in Appointments Management - GP.

Outcomes

For a Patient:

The ability to view, book and cancel Appointments online efficiently, in a manner that suits their needs and with easy visibility of future booked Appointments and available Appointment Slots.

For Primary Care:

The effective management of time, personnel, and resources to ensure Patients have timely access to appropriate medical services. As a result, there will be fewer phone calls/face-to-face transactions with Patients, releasing time for staff to be deployed on other tasks.

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

E00305 - Patient managing Appointments

As a Patient

I want to manage my Appointments using Citizen Services

So that I can manage my Appointments without contacting the Healthcare Organisation

Acceptance criterion 1: book Appointments

Given the Patient is enabled for the Appointments Management Citizen Service

When the Patient selects to book an Appointment

Then the Appointment is booked

Acceptance criterion 2: view an Appointment

Given the Patient is enabled for the Appointments Management Citizen Service

When the Patient selects to view an Appointment

Then the Appointment is displayed

Acceptance criterion 3: cancel Appointments

Given the Patient is enabled for the Appointments Management Citizen Service

When the Patient selects to cancel an Appointment

Then the Appointment is cancelled 

E00305 - Additional Implementation Details

Solutions MUST comply with the following when implementing this Epic:

  • Utilise Provider IM1 Patient interface(s) and adhere to IM1 - Interface Mechanism Standard (Patient interface Consumer requirements)

  • Patients can only book available Appointment Slots as defined by the Healthcare Organisation

E00305 - Supporting Information

E00306 - Patient viewing future and historical Appointments

As a Patient

I want to view all my future and historical Appointments

So that I can find out information about my future and historical Appointments without contacting the Healthcare Organisation

Acceptance criterion 1: view future Appointments

Given the Patient is enabled for the Appointments Management Citizen Service

When the Patient selects to view all their future Appointments

Then future Appointments for the Patient are displayed

Acceptance criterion 2: view historical Appointments

Given the Patient is enabled for the Appointments Management Citizen Service

When the Patient selects to view all their historical Appointments

Then historical Appointments for the Patient are displayed

E00306 - Additional Implementation Details

Solutions MUST comply with the following when implementing this Epic:

E00109 - submit Management Information (MI) data to the Authority

As a Health or Care Professional

I want Management Information (MI) data to be sent to the Authority on behalf of my Healthcare Organisation

So that aggregated counts of information can be submitted to the Authority to enable monitoring

Acceptance criterion 1: create Management Information (MI) data for submission

Given there is Management Information (MI) data to be submitted by the Solution

When the creation of the Management Information (MI) data file is triggered

Then the Management Information (MI) data file is created

E00109 - Additional Implementation Details

Solutions MUST comply with the following when implementing this Epic:

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. Contracting Authorities or purchasing organisations may require these Epics as product qualification or requirements criteria

E00307 - Proxy managing a Patient’s Appointments

As a Proxy

I want to manage the Patient’s Appointments using Citizen Services

So that I can manage the Patient’s Appointments without contacting the Healthcare Organisation

Acceptance criterion 1: Proxy book Appointments

Given the Proxy is enabled for the Appointments Management Citizen Service

When the Proxy selects to book an Appointment for a Patient

Then the Patient’s Appointment is booked

Acceptance criterion 2: Proxy view an Appointment

Given the Proxy is enabled for the Appointments Management Citizen Service

When the Proxy selects to view an Appointment for the Patient

Then the Patient’s Appointment is displayed

Acceptance criterion 3: Proxy cancel Appointments

Given the Proxy is enabled for the Appointments Management Citizen Service

When the Proxy selects to cancel a Patient’s Appointment

Then the Patient’s Appointment is cancelled 

E00307 - Additional Implementation Details

Solutions MUST comply with the following when implementing this Epic:

  • Proxies can only book available Appointment Slots as defined by the Healthcare Organisation

E00307 - Supporting Information

E00308 - Proxy viewing a Patient’s future and historical Appointments

As a Proxy

I want to view all future and historical Appointments for a Patient

So that I can find out information about the Patient’s future and historical Appointments without contacting the Healthcare Organisation

Acceptance criterion 1: Proxy viewing Patient’s future Appointments

Given the Proxy is enabled for the Appointments Management Citizen Service

When the Proxy selects to view all future Appointments for a Patient

Then future Appointments for the Patient are displayed

Acceptance criterion 2: Proxy viewing Patient’s historical Appointments

Given the Proxy is enabled for the Appointments Management Citizen Service

When the Proxy selects to view all historical Appointments for a Patient

Then historical Appointments for the Patient are displayed

E00309 - add free text when booking an Appointment

As a Citizen

I want to add free text when booking an Appointment

So that I can provide additional information to the Healthcare Organisation when booking an Appointment

Acceptance criterion 1: add free text when booking an Appointment

Given the Citizen is enabled for the Appointments Management Citizen Service

When the Citizen selects to book an Appointment

Then the Citizen can add free text to the Appointment

E00310 - display a Healthcare Organisation configured Welcome Message in Citizen Services

As a Health or Care Professional

I want a Welcome Message configured by the Healthcare Organisation to be displayed to Citizens

So that a Welcome Message is displayed to Citizens accessing a Citizen Service

Acceptance criterion 1: display a Welcome Message

Given the Citizen is enabled for Citizen Services

When the Citizen has logged into Citizen Services

Then a Welcome Message configured by the Healthcare Organisation is displayed

E00310 - Supporting Information

E00311 - view the Healthcare Organisation’s details

As a Citizen

I want to view the Healthcare Organisation’s details

So that I can view information about the Healthcare Organisation

Acceptance criterion 1: view Healthcare Organisation’s details

Given the Citizen is enabled for Citizen Services

When the Citizen selects to view the Healthcare Organisation’s details

Then the Healthcare Organisation’s details are displayed

E00311 - Supporting Information

  • The Healthcare Organisation’s details MAY include, but are not limited to:

    • Healthcare Organisation’s name

    • Healthcare Organisation’s address

    • Telephone number

E00312 - view my Citizen Services configuration

As a Citizen

I want to view my Citizen Services configuration

So that I can view which Citizen Services are configured for me to access

Acceptance criterion 1: view Service configuration

Given the Citizen is enabled for Citizen Services

When the Citizen selects to view their Citizen Services configuration

Then the Citizen Services configuration is displayed

E00312 - Supporting Information

  • Where Proxy access is supported, this MAY include displaying the Citizen Services configuration for each Proxy

E00313 - request to amend my Citizen Service Access

As a Citizen

I want to submit a request to amend my Citizen Service Access

So that I can request changes to the Citizen Services I have access to

Acceptance criterion 1: request to amend Citizen Service Access

Given the Citizen is enabled for Citizen Services

When the Citizen submits a request to amend their Citizen Service Access

Then the Citizen’s request is submitted to the Healthcare Organisation

E00313 - Supporting Information

E00314 - Patient viewing Demographic Information held by the Healthcare Organisation

As a Patient

I want to view my Demographic Information held by the Healthcare Organisation

So that I can ensure my Demographic Information is up to date

Acceptance criterion 1: view Patient Demographic Information

Given the Patient is enabled for Citizen Services

When the Patient selects to view their Demographic Information

Then the Patient's Demographic Information is displayed

E00314 - Supporting Information

  • The Patient’s Demographic Information MAY include, but is not limited to:

    • Title

    • Forename

    • Family name

    • Date of birth

    • NHS Number

    • Address

    • Contact Details

E00315 - Proxy viewing Patient’s Demographic Information held by the Healthcare Organisation

As a Proxy

I want to view the Patient’s Demographic Information held by the Healthcare Organisation

So that I can ensure the Patient’s Demographic Information is up to date

Acceptance criterion 1: view Patient’s Demographic information

Given the Proxy is enabled for Citizen Services

When the Proxy selects to view the Patient’s Demographic Information

Then the Patient's Demographic Information is displayed

E00315 - Supporting Information

  • The Patient’s Demographic Information MAY include, but is not limited to:

    • Title

    • Forename

    • Family name

    • Date of birth

    • NHS Number

    • Address

    • Contact Details

E00316 - Patient request to update Demographic Information

As a Patient

I want to request to update my Demographic Information via Citizen Services

So that my Demographic Information can be updated by my Healthcare Organisation

Acceptance criterion 1: request update to Patient Demographic Information

Given the Patient is enabled for Citizen Services

When the Patient selects to request an update to their Demographic Information

Then the Patient’s request is submitted to the Healthcare Organisation

E00316 - Supporting Information

  • The Patient’s Demographic Information MAY include, but is not limited to:

    • Title

    • Forename

    • Family name

    • Date of birth

    • Address

    • Contact Details

  • Further information on updating Patient Demographic Information can be found in the Patient Information Maintenance - GP Capability

E00317 - Proxy request to update Patient’s Demographic Information

As a Proxy

I want to request updates to the Patient’s Demographic Information via Citizen Services

So that the Patient’s Demographic Information can be updated by their Healthcare Organisation

Acceptance criterion 1: request update to Patient Demographic Information by the Proxy

Given the Proxy is enabled for Citizen Services

When the Proxy selects to request an update to the Patient’s Demographic Information

Then the request is submitted to the Healthcare Organisation

E00317 - Supporting Information

  • The Patient’s Demographic Information MAY include, but is not limited to:

    • Title

    • Forename

    • Family name

    • Date of birth

    • Address

    • Contact Details

  • Further information on updating Patient Demographic Information can be found in the Patient Information Maintenance - GP Capability

E00318 - Citizen viewing Citizen Services usage information

As a Citizen

I want to view my Citizen Services usage information

So that I can view information relating to my use of Citizen Services

Acceptance criterion 1: view Citizen Services usage information

Given the Citizen is enabled for Citizen Services

When the Citizen selects to view their Citizen Service usage information

Then information relating to the Citizen’s use of Citizen Service is displayed

E00318 - Supporting Information

  • Citizen Service usage information MAY include, but is not limited to:

    • Usage of Citizen Services including detail of the Service and/or Record Access Level

    • Account Linkage

    • Previous usage of Citizen Services, including detail of the Service and/or Record Access Level

    • Current and historic Audit Trail information

    • Which Proxies have accessed Citizen Services for the Patient

  • Further information on Citizen Services can be found in the Citizen Services Implementation Guidance

E00319 - Verified User Account (VUA) credentials reminder

As a Citizen

I want to receive a reminder of my Verified User Account (VUA) credentials

So that I can view my VUA credentials

Acceptance criterion 1: reminder of Verified User Account (VUA) credentials

Given the Citizen is enabled for Citizen Services

When the Citizen selects to be reminded of their Verified User Account (VUA) credentials

Then the Citizen can view the Practice ODS Code

And the Citizen can view the Verified User Account ID

And the Citizen can view the Verified User Account Linkage Key

E00319 - Supporting Information

  • Methods of reminding Citizens of their Verified User Account (VUA) credentials MAY include, but are not limited to:

    • SMS

    • On screen display

E00320 - request Verified User Account (VUA) Linkage Key reset

As a Citizen

I want to request a Verified User Account (VUA) Linkage Key reset

So that my Verified User Account (VUA) Linkage Key is set to inactive

Acceptance criterion 1: reset the Verified User Account (VUA) Linkage Key reset

Given the Citizen is enabled for Citizen Services

When the Citizen requests a Verified User Account (VUA) Linkage Key reset

Then the Verified User Account (VUA) Linkage Key reset request is sent

E00320 - Supporting Information

 

Roadmap

Items on the Roadmap which impact or relate to this Capability