Care Navigation (formerly intelligent routing) enhances the management of incoming patient requests by automatically assigning a request to a pre-determined group or colleague. This removes the need for staff to manually assign a request from the Incoming Request group. For example, an organisation might decide that any requests for a sick note are intelligently routed to the Admin group, any requests about a sore throat are intelligently routed to the Nurses group.
Requests can be routed based on the following:
- What the request is about. For example, a sick note, a prescription enquiry, a particular medical condition such as a cough or acne
- The type of request, e.g. medical, admin, health data, outbound patient message
- Add a priority on to the request
- If a destination has been set for an outbound patient message
To set up Care Navigation, open the Engage Client and click the "Menu" button in the top-right corner, then "Management Console".
To set up a rule, click add rule at the top of the page. This will then open the rules page to let you select from the following:
Once you select your rule base, you will then be asked to add the rule for the request type:
As the list is extensive, you will need to type in the specific problem and then you will be able to select an option to choose from:
Once you have selected your problem, you will then be able to select which group or user the request will be assigned to and to attach a priority to this request type:
You will also be able to toggle whether the rule is enabled, edit the rule or delete the rule:
