If you are a PKB customer in England and have chosen PKB as your supplier for the NHS App integration Wayfinder programme, it is imperative you review and adhere to the following requirements as closely as possible.

Even if you are not part of the Wayfinder programme, PKB would recommend you follow the guidance in order to provide high quality appointment information to your patients.

Appointments via SIU

Wayfinder requirements

Specialty

Every appointment MUST have a specialty. The specialty is sent from PKB to the NHS App to provide an NHS App ‘appointment description’. PKB also use the specialty to determine whether the appointment is shown in the NHS App with NHS-E Mental Health supporting text or not.

1. For NHS customers, these should align with the NHS National Data Dictionary main specialties and MUST NOT contain acronyms. Specialty names must be written in full (e.g., avoid "ENT" or "CARD"). (PV1-10.1 field)

   1. Where possible, service should use the main specialties & codes however, if none are applicable you can also use

      1. Community Care service specialties https://www.datadictionary.nhs.uk/data_elements/service_or_team_type_referred_to_community_care.html

      2. Mental health specialties https://www.datadictionary.nhs.uk/data_elements/service_or_team_type_referred_to_mental_health.html

2. Ideally your Hospital Service code set should be provided to the PKB integration team with a textual description for each code. You should also inform PKB when any new codes require adding to the code set.

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Example of appointment description in NHS App built using specialty followed by the word appointment.

 

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Example of Mental health care card added to all appointments with a Mental Health specialty

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Example of the detailed appointment page for a non-mental health appointment

Locations:

Location fields should be descriptive, avoid acronyms, and must not be overly long. (PV1-3.9 field)

1. These descriptions are displayed in the NHS App as part of the appointment card, as well as in NHS App Notifications & Messages, and alongside the appointment details in PKB.

2. If you are not currently able to meet the NHS Data Quality requirements for locations, they may still allow you to go live if you are actively working to improve this data. If so, they will suppress the location in the NHS App and display the trust name instead (as it appears in the ODS code directory)

Home visits:

If you wish to include home visits in your appointment feed:

1. Please ensure ‘Home visit’ is populated in PV1-3.9 (location field)

2. NHS-E require you to add the following supporting text in NTE-3.1 (PKB description field)

• “If you think your home address might be out of date, contact your care team on/at [contact details for checking/updating home address].”

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Example of a home visit appointment with supporting text

Single Point Of Contact

(SPOC) information should be supplied (in SCH-13)

1. SCH-13.4: Email address for appointment booking team

2. SCH-13.7: Booking team phone number

3. SCH-13.8: Phone extension

4. SCH-13.9: Free-text notes (e.g., "Lines open 10-4")

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Example of a home visit appointment with supporting text

General content guidelines:

1. Textual fields should be in normal text (upper and lower case) with no unnecessary capitalisation, abbreviations or characters.

2. No clinically sensitive terminology should be included - Such as 2WW

The following appointment types should be excluded for ALL patients:

1. Appointments for patients who are acknowledged as being prisoners

2. Patients with safeguarding flags

3. Multidisciplinary team (MDT) appointments or any appointment that does not need the patient to attend.

4. Silent appointments - These are appointments that are scheduled for a patient AFTER a diagnostic test but BEFORE the patient has been told of their diagnosis. E.g a patient has a scan and it's determined they have cancer, at that point a follow up oncology appointment with the consultant/nurse is booked. It would not be appropriate for the patient to know about this follow-up appointment until they have spoken to their referring clinician. Organisations are advised to add ‘delay’ or make these appointments ‘silent’ so they are not released into the patient's record.

5. Dummy' or 'holding' appointments - These are appointments that do not exist and the patient should not attend.

Inpatient & Daycase appointments

If you wish to include Inpatient & Daycase appointments in your feed, you will need to:

1. Populate the Patient Encounter Class in PV1-2.1,

2. Provide either the Inpatient or Daycase code from Code Set PKBCS04

   1. Please note., outpatient will be automatically assumed if no value is provided

3. Provide an end time for the appointment in SCH-11.5

4. If sending appointments that are not face-to-face outpatient appointments, this field should be populated. This includes if appointments are Virtual, as code of V should be provided.

Please note - Onboarding with Inpatient & Daycase appointments requires a seperate approval from NHS-England Wayfinder team.

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Example of Inpatient & Daycases in NHS App

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Example of an Appointment sent as Inpatient with end time the next day.

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Example of an appointment sent as Inpatient or daycase with end time on the same day.

Appointments Notifications & Messages (N&M)

If you wish to onboard to the NHS App Notifications & Messages (N&M) sent for new, updated and cancelled appointments, you will simply need to complete the NHS App onboarding checklist.

(You can opt to go live with appointments & appointment N&M at the same time to save doing seperate onboarding checklists.)

You can read more about NHS App Notifications & Messages on our NHS App wiki.

Appointment messaging for rescheduling or cancelling appointments via PKB & NHS App

You can optionally switch on PKB Appointment Messaging so that patients are able to request a reschedule or cancel for their appointments. This configuration is on an organisation level, and once switched on, all patients will see the option to send a request to reschedule or cancel their appointment up until 72 hours prior to the appointment. This function helps prevent DNAs.

Prior to PKB switching on this function for you, you will need to:

1. Decide with the organisation which team should handle appointment messages.

   • Most organisations will opt to use a new appointment booking team or an existing patient liaison team.

   • Patients do not need to be added to the team to send appointment messages.

2. The coordinator for the team will need to set up all the professionals as contactable

   • Manual guide for coordinators

3. Ask your PKB representative to set up Auto CC for the team, and then turn on the appointment messaging feature

Wayfinder Questionnaires & associated NHS App Notifications & Messages (N&M)

If you wish to onboard to Wayfinder Questionnaires with PKB you will need to:

1. Onboard to PKB Advanced Questionnaires (We do not display our legacy questionnaires in Wayfinder). Advanced Questionnaires can be triggered via the User Interface or via FHIR (See our FHIR API specification here.

2. Ensure all your Advanced Questionnaires have a patient-friendly standardised description/title of
   the questionnaire that would be appropriate to display to a patient as this will be used for the NHS App Questionnaire description. Example: Dermatology pre-consultation questionnaire

   1. You can read more about recommended naming conventions here.

3. Ensure that if the Questionnaire is for Mental Health, there are no mandatory questions, so the patient can come back to questions as needed.

4. Complete the assurance checklist for the Wayfinder team (they will send you this form)

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Example of Questionnaire descriptions shown in the NHS App Document & Questionnaire library

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Example of an NHS App message triggered by PKB with a link to complete the questionnaire in PKB

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Example of a PKB Questionnaire accessed via NHS App

 

Coming soon: Wayfinder Documents & associated NHS App Notifications & Messages (N&M)

If you wish to onboard to Wayfinder Documents & associated NHS App Notifications & Messages (N&M) with PKB you will need to:

1. Onboard to PKB Document feed

2. Ensure you are sending the Document Specialty in PV1-10.1

3. Ensure you are sending the document type sent in TXA-2

   1. Please note, only the following document types will be included in the Wayfinder feed:

      • AD - Advanced directive

      • AL - Appointment letter

      • BR - Birth report

      • CD - Consent document

      • CL - Clinic letter

      • CR - Clinician review summary

      • CSS - Clinical support services

      • DL - Discharge letter

      • DS - Discharge summary

      • HS - Health screening report

      • MDT - Multidisciplinary team meeting notes

      • MHD - Mental health document

      • MHL - Mental health letter

      • QR - Questionnaire response

      • OR - Operative report

      • RAL - Referral acknowledgement letter

      • RL - Referral letter

      • SP - Signposting document

      • ST - Support document

      • TCI - Admission (TCI) letter

      • TT - Timetable

4. Complete the Assurance Checklist for the Wayfinder team (they will send you this form)

Coming later: Wayfinder Patient Initiated Follow-Up (PIFU)

If you wish to onboard to Wayfinder PIFU with PKB you will need to:

1. Onboard to PKB Document feeds & Advanced Questionnaires (see previous sections)

   1. These feeds may need to be adapted slightly - Details coming soon

2. Complete the Assurance Checklist for the Wayfinder Deployment team (they will send you this form - see example below for reference)

NHS England - Example Wayfinder Assurance checklist

Please note - you should use the latest copy of this form which will be sent to you by the Wayfinder Deployment Team.

Clinical Safety Assurance

To be completed by your Clinical Safety Lead/Officer