Admin Academy

This is classroom-based, face-to-face training, delivered in the Admin Academy (Oak House, Aintree) and other room location across all LUHFT sites.

All components combined cover the in-depth elective care processes of a patients journey from registering the patient right through to outcoming the patient after attending their clinic appointment.

This is an interactive Q&A based session which will involve best practice discussions, i.PM demonstrations, a quiz, and an evaluation to collect feedback at the end. 

Duration: The training length will depend on the components of the course content requested.

Intended Audience

Existing outpatient administration and new starters in centralised and devolved areas who are responsible for referrals, waiting lists, appointment booking and clinic outcomes.

Getting the basics right training on i.PM will lead to… ​

• Standardisation, all working the same way, following the same work instructions​
• Accurately inputting information into the patient administration system the first time.
• Ensuring patients are not being missed and providing a better service to patients​
• ​Patients seeing the right consultant, in the right clinic, at the right time​
• ​Reducing duplications of referrals, waiting lists and appointments​
• ​No guess work and reassurance​

Course content:

• Component 1:
  • • Registering and Tracing patients 
    • Adding External and Internal referrals 
    • Adding a new waiting list entry   
    • Booking from a waiting list  
    • Creating a waiting list and booking an appointment at the same time (for fully booked services) 
    • How to check an appointment is connected to a waiting list  
    • Recording patient telephone contact information 

• • • Re-starting the RTT clock for a new DNA 
       

• Component 2:
  • • Saving referral letters to Epro 
    • Arriving and demographics 
    • Clinic outcomes and onward actions i.e., discharge, add to waiting list, booking an appointment, request for listing
    • Capacity escalation process 
    • DNA outcomes 
    • Coding
       
• Component 1 & 2 combined

This is classroom-based, face-to-face training, delivered in the Admin Academy (Oak House, Aintree) and other room location across all LUHFT sites by request.

This session reviews the patient's journey from the beginning of the PIFU process to requesting an appointment or being discharged.

This is an interactive Q&A based session which will involve i.PM and DrDoctor demonstrations and an evaluation to collect feedback at the end.

Duration: 2 hours

Intended Audience

Existing Outpatient administration and new starters in LUHFT who have responsibility for adding to a PIFU waiting list, responding to PIFU booking requests in DrDr and booking PIFU patient appointment requests in the Trust PAS.

Course content:

• Understanding Patient Initiated Follow Up (PIFU​)
• Where the patients PIFU journey starts and how to outcome a clinic appointment and add to PIFU waiting list
• How to actively monitor and respond to patient booking requests in DrDoctor​, including the triage of appointment requests
• How to manage and book PIFU patient appointment requests in the PAS
• Outcomes following PIFU appointments and how to effectively manage patients who have come to the end of their PIFU pathway

This is classroom-based, face-to-face training, delivered in the Admin Academy (Oak House, Aintree) and other room location across all LUHFT sites.

This session explains when and why ad-hoc slot amendments are necessary and how to perform them in the Trust PAS.

Duration: 1 hour

Intended Audience

Outpatient admin staff responsible for making one off slot amendments to an existing clinic in i.PM.

Course content:

• Change slot rules including Priority (urgent/routine) and Visit type (new/follow up).​
• Change slot rules to allow more patients to be booked into a specific slot time
• Make a specific slot no longer available.​  
• Make a specific slot available.
• Add an instruction to a slot. ​  
• Overbook and alter slot times using variable slot.
• Overbook by extending the session. ​  
• Add rules into the additional slot.

eOutcomes is replacing paper forms with a digital process. T This is classroom-based, face-to-face training, delivered in the Admin Academy (Oak House, Aintree) and other room location across all LUHFT sites in co-ordination with the Digital Project Teams roll out schedule by site/service across LUHFT.

Services will be contacted to schedule training before the go live dates. NB. For any staff members who may have missed training due to annual leave/other absence please contact the Admin Academy to request training (with approval from your manager).

This is an interactive Q&A based session which will involve i.PM and InTouch demonstrations and an evaluation to collect feedback at the end.  

Duration: 2 hours

Intended Audience

Outpatient admin staff responsible for outcoming clinics.

• 
  Course content:
• Understanding eOutcomes ​
• Clinician responsibilities​
• Understanding where to access eOutcomes on inTouch​
• Walk-in a patient on i.PM and manually add patients to an InTouch clinic list ​
• Recording eOutcome required actions in i.PM: -​
  • • Discharge​
    • Add to OP waiting list​
    • Awaiting results​
    • Add to IP/Day case waiting list ​
    • Future appointment​
    • Discharge​
    • DNA Discharge​
    • DNA Reappoint​
• eOutcome ‘write back’ failure and required action (red speech bubble)​
• How to escalate incomplete eOutcomes/eOutcome reports

Flow Manager covers the entire content of our stand alone eOutcomes training module but also includes all the main aspects of the flow management system including patient arrival, location, wait times and call through.

This is classroom-based, face-to-face training, delivered in the Admin Academy (Oak House, Aintree) and other room location across all LUHFT sites in co-ordination with the Digital Project Teams roll out schedule by site/service across LUHFT.

Services will be contacted to schedule training before the go live dates. NB. For any staff members who may have missed training due to annual leave/other absence please contact the Admin Academy to request training (with approval from your manager).

This is an interactive Q&A based session which will involve i.PM and InTouch demonstrations and an evaluation to collect feedback at the end.  

Duration: 3.5 hours

Intended Audience

Outpatient admin staff responsible for sitting clinics, arriving patients and outcoming clinics.

Course content:

• Understanding what Flow Manager is and the benefits​
• Setting your preferences​
• Understanding the Flow Manager Dashboard​
• Understanding the Patient Journey
• Understanding eOutcomes ​
• Clinician responsibilities​
• Understanding where to access eOutcomes on inTouch​
• Walk-in a patient on i.PM and manually add patients to an InTouch clinic list ​
• Recording eOutcome required actions in i.PM: -​

- Discharge​

- Add to OP waiting list​

- Awaiting results​

- Add to IP/Day case waiting list ​

- Future appointment​

- Discharge​

- DNA Discharge​

- DNA Reappoint​

• eOutcome ‘write back’ failure and required action (red speech bubble)​
• How to escalate incomplete eOutcomes/eOutcome reports

This is classroom-based, face-to-face training, delivered in the Admin Academy (Oak House, Aintree) and other room location across all LUHFT sites.

This training module covers various aspects of data validation, including administrative and clinical validation, and the essential follow-up through the Patient Tracking List (PTL). You will learn to check information on our various Trust platforms and understand how to flag patients for clinical review. Additionally, the module will guide you on discharging patients, closing referrals, and managing waiting lists, including editing list names, dates, and ensuring appointments are correctly connected. We will also focus on identifying and correcting duplicate patient information. By the end of this training, you will be equipped with the skills to maintain high data quality and manage patient information efficiently. 

This is an interactive Q&A based session which will involve i.PM and demonstrations and an evaluation to collect feedback at the end.  

Duration: 3.5 hours

Intended Audience

Outpatient admin staff responsible for validation.

Course content:

• What is Data Quality/Importance of Data Quality
• Understanding admin validation and clinical validation
• Understanding the follow up Patient Tracking List (PTL)
• Checking clinic letters on EPRO, ADT Dashboard, SIGMA archive
• How to flag patients for clinical review
• Discharge patients - how to close referral and waiting list if applicable
• How to edit a waiting list if required (different list name or different appointment by date)
• How to check appointments are connected to a waiting list
• Checking duplicate waiting lists entries and correcting (connecting to appointment or removing)
• How to add a waiting list entry if required

This training module is available in eLearning format accessible via ESR. Please see the guide located here of how to access.

Or

Via classroom-based, face-to-face training, delivered in the Admin Academy (Oak House, Aintree) and other room location across all LUHFT sites. This is an interactive Q&A based session which will involve an evaluation to collect feedback at the end.  

This Referral to Treatment (RTT) course provides a comprehensive understanding of RTT rules and their application in patient pathways. It covers key concepts, processes, and practical scenarios to enhance patient management and compliance with NHS guidelines.

Duration: Face to face session (3.5 hours), eLearning (Up to 1.5 hours)

Intended Audience

LUHFT admin staff responsible for updating Referral to Treatment (RTT) pathways.

Course content:

• Understanding the application of RTT rules
• Overview of RTT and RTT status codes
• Pathway stages: non-admitted, diagnostic, non-patient facing, pre-operative, admitted
• Pathway types: non-admitted and admitted
• Planned patients
• RTT reporting
• What is not applicable to RTT
• Understanding Unfit vs Unwell
• Clock starts, re-starts, continues, stops
• Reasonable notice
• Patient initiated delays
• Helpful clinic letter phrases

This is classroom-based, face-to-face training, delivered in the Admin Academy (Oak House, Aintree) and other room location across all LUHFT sites.

This course equips managers with a comprehensive overview of follow-up waiting list management, including effective business-as-usual processes to ensure patients receive timely and appropriate care and to inform capacity and demand.

This is an interactive Q&A based session.

Intended Audience

Operational management within the Trust.

Course content:

• Overview of the Follow Up Appoint process
• Follow up waiting list management responsibility
• Follow up waiting list PTL overview (including how to navigate and filter data)
• Examples of the impact of having validation and BAU process established
• Follow up waiting list next steps and governance

This is classroom-based, face-to-face training, delivered in the Admin Academy (Oak House, Aintree) and other room location across all LUHFT sites.

This course provides Trust patient administrative staff with the essential knowledge and skills to deliver exceptional customer service. Participants will learn to understand and empathise with customers' unique experiences, communicate effectively to build trust, and resolve issues, and uphold high customer service standards.

The training also focuses on managing difficult interactions with professionalism, ensuring safety, and addressing complaints constructively. Additionally, it emphasises the importance of speaking up about concerns and fostering personal well-being to create a supportive and empathetic work environment.

The training is an interactive Q&A based session.

Duration: 3 hours

Intended Audience

All patient administration staff across the Trust.

Course content:

Section 1 – Customers, patient experience and empathy 

Understanding who are customers are, acknowledging that each person has unique experiences, recognising their emotions and responding with empathy.​

Section 2 – Communication

Effective communication is the cornerstone of excellent customer service, it helps in building trust, resolving issues efficiently, and fostering a positive environment for both customers and staff.

Section 3 – Customer Service Standards

Customer service standards are essential for maintaining consistency and excellence in our services. Understanding and implementing these standards ensures that everyone receives a high level of care and satisfaction. 

Section 4 – Difficult customer interactions, Safety, and complaints 

Managing difficult customer interactions with professionalism and composure is a critical skill. By developing these skills, we can turn potentially negative experiences into positive outcomes.

Section 5 – Freedom to Speak Up and Wellbeing

Understanding your freedom to speak up about concerns or suggestions is vital for continuous improvement and overall wellbeing. Wellbeing is not just about physical health but also about creating a supportive work environment that values mental and emotional health.