This article is only relevant to organisations using SystmOne.

When trying to send an Engage Consult request to SystmOne with the patient record open on the same device, SystmOne won’t allow the request to be sent and generate an error.  This is the way that TPP has designed SystmOne to work.  When this happens your request will be placed in a queue to be sent from a device which doesn't have that patient record open.  You can continue to work on the request while it's in the queue.

Three attempts will be made to send the request from the queue and this is usually enough for the request to be sent to SystmOne.  This means it's extremely unlikely that you'll have to intervene manually to send the request to SystmOne.  If three attempts are unsuccessful, or after 24 hours (whichever comes first) the request will be moved to a new system group called Unattached Requests.

Unattached requests

To be sure that all attempts to send a request to the clinical system are successful, someone at your organisation needs to cover the Unattached requests group (we'd recommend at least two people cover it so there's cover for absences).  It's quite rare that a request will appear in this group, so when one does the group name will be highlighted in orange in the group list in the Engage client; this way you'll quickly see when there are requests that have been assigned to this group.  As this is a special group it'll appear at the top of your list of groups under "All Covered".

Please note that you will need to be logged into the desktop version of the Engage Client in order to see the Unattached requests group.  Once you've logged into the desktop version of the Engage Client (Vixie) and covered the group, it will be present in the browser version of the Engage Client.

When you view the Unattached requests group there's a "Send all to clinical" button at the top of the list of unattached requests underneath the group name.  You can use this button to send all the unattached requests to SystmOne.  Alternatively you can view a request and send it to SystmOne using the buttons on that screen.

Before you try to send these requests to the clinical system we strongly recommend that you close all patient records in the copy of SystmOne on the device you're using to send them from.

Extremely rarely you might find that requests can't be sent to SystmOne from this group.  In that instance you should use the instructions here to upload the request manually.

What happens when delayed requests get attached to SystmOne?

It's important to note that the request will be added to the clinical system in the state it was when the initial request to attach it was made.  For example, if someone adds a note after the attempt is made that note won't be included when the request is added.

When the request is added it will be placed in the journal at the time the attempt was made and will be added by the person who originally tried to send it.  The journal entry will include information explaining that the entry has been made at a later date.

By adopting this approach the correct clinical audit trail is maintained.