Appointments and Rostering Module

Introduction

The appointment and rostering system in Inca Clinic allows you to roster medics to rooms and then to make appointments for patients. It provides two interfaces, Medic Rostering and Appointment Scheduling, and both are displayed as calendars.

NOTE Currently the Appointments module does not work with Internet Explorer or Safari. Please use Chrome or Firefox instead.

Overall Steps

To use the appointment system you need to

  • create the rooms in which you can later schedule appointments. This has to be done only once, normally by the clinic manager or someone assigned by him/her.
  • create one or more rosters for each room. A roster records a start time, and end time, and the medic on duty. Again, this is normally done by the clinic manager or someone assigned by him/her. It is likely to be done every few weeks (often between every two and four weeks) as your staffing details become known to you.
  • create appointments against those rosters. This is normally done by the front desk staff.

A simple example of rostering is that you have two rooms, and in each you record when your various medics are available. In the first room, a certain medic might be available Monday (9am to noon), Thursday (8am to noon) and Friday (8am to 12.30). You would need a roster entry for each of these; so three in all. The afternoons might have one or more rosters of different durations and different medics each day (you would set up a roster for each time that a medic is available). The second room might have more ad-hoc rosters, perhaps just on Thursdays and Fridays.

The screenshot below shows some rosters:

 Rostering Overview

The screenshot shows four rooms (“Clinic Room 1”, “Clinic Room 2”, “Nurse Return Clinic”, “Post Travel Clinic”), all within the “City Centre Travel Clinic” medical center.

The system allows you to create a roster that is valid for any duration (e.g., for the next two weeks) but we recommend that its duration should be no longer than, say, two months. Every few weeks or months, you should create new rosters to suit your changing circumstances.

Once you have set up the rosters, you can create appointments for patients. You cannot create an appointment outside of any roster; this is to avoid creating appointments when there is no medic on duty. (But if need be you can extend the time of a roster for a given day, say to accommodate an appointment that starts 30 minutes before the roster normally starts.)

If you have more than one medical centre, you'll need to create at least one room in each of your centres. Then the rostering and appointment interfaces will present a list of your medical centres, and once you select one, it will present a list of the rooms for that centre.

Remember that Inca Clinic has two calendar interfaces (rostering and appointments), and each is accessed via a tab on the top of the screen. Rostering is done by the clinic manager or someone assigned by him/her. The appointment system is normally used by the front desk staff. Both interfaces look similar, but they are used for very different purposes. Rosters are shown in blue; appointments are shown in green.

Remember also that you roster medics, and make appointments for patients.

Contents of this page

Permissions to access the Appointments Module

The Appointments Module is a extra paid for feature in Inca Clinic. Contact sales@incaplex.com if you would like to trial of purchase the module.

License Entitlement

Once the module has been enabled by Incaplex, check the License Entitlements page: this indicates which feature and modules are enable on your account. To access License Entitlements:

  1. Click on the 'Inca Administration' tab.
  2. Click the 'License Entitlements' link in the 'Clinic Setup and Support panel'.
  3. Check that the 'Appointments and Rostering' Module is enabled.
  4. If it's false, click the 'Refresh License Entitlements' button.
  5. If it remains false, please contact us.

Giving Users Access to the Appointment and/or Roster module

To give individual users access to the Appointments and Rostering module you may need to assign two Permission Sets:

  1. Go to Setup (Click your name at top right of the page and then click the 'Setup')
  2. Under Administration Setup click Manage Users
  3. Click Users
  4. Click on the name of the user that needs access to the Appointments Module
  5. Scroll down to the Permission Set Assignments section of the page
  6. Check that Appointment Permissions and Roster Permissions are list (the former allows the user to make appointments; the latter allows him/her to create and modify rosters)
  7. If not, click Edit Assignments
  8. On the next page, from the list on the left add Appointment Permissions and Roster Permissions to the list on the right
  9. Click Save when done

Calendar Navigation

When a calendar is loaded, it initially shows the day view for today. You can navigate forward and backward by a day using the left/right buttons on the top left (just below the list of rooms), or to speed up the navigation you can use the Month/Week/Day selector on the top right to go into Month or Week view.

In all three views (Month/Week/Day), you can edit an event by clicking on it.

Day view

In day view you get a detailed view of the schedule for any day you choose. This is particularly useful for the appointments interface as it allows you to see the full details of each appointment for the day. Clicking once on a day in either the Month or Week view brings you to the day view for that date.

Here's an example day view. The rostered medics are shown in dark blue, just below the word “Tuesday”. An appointment can be created in the area highlighted in light blue (this is the times that have been rostered). The appointments are shown in green:

Appointment Day View

In day view, clicking on an existing event allows you to edit it. Clicking on an unallocated time in the light blue area creates a new event. You can also hold down the mouse button to select a time range to create an event of a desired duration.

When a date is selected using the week or month view, or by switching medical centres or rooms, the system shows the day view for the chosen date.

You can create an appointment by clicking on the white space (outside of the light blue area) but the system gives you a warning that no medic is scheduled for the selected time. You can still book the appointment if you wish, even though the time is not rostered.

In the appointment system it is possible to viewing multiple days side by side (in the same or in different medical centres) on your screen. This is very useful when trying to find an appointment for a patient who is willing to visit any of a set of medical centres.

Week view

Week view gives you a broader overview of the events in a medical centre room on any given week. Week view is possibly the most flexible as you can see a full week of events, and schedule new events from this interface. Clicking once on a day brings you to that day view. Selecting a time range allows you to book an appointment or create a roster, depending on the interface you’re in. Clicking on an event allows you to edit that event.

 Week View

Month view

Month view gives you a very highlevel view of appointments or rosters, and it is the fastest way to navigate to some point in the future/past. You can go forwards and backwards one month at a time using the left/right buttons, select a day by clicking once on a date, and edit an event by clicking on that event.

 Month View

Clicking

The system is very intuitive to use, but here are the details in case you need them:

Single click on a time Use the mouse button to select a time range
Month View You are brought to the Day View for the selected day Not applicable
Week View You are brought to the Day View for the selected day Creates a new event for that time slot
Day View You create a new event for that time slot, and in the dialog box you can choose the duration. Creates a new event for that time slot and duration, and in the dialog box you can fine-tune the duration that you have chosen.

Actions are made by clicking on times and events; please use a single click, not a double-click.

Medic Rosters

To use the appointments system you first have to create rosters. This is normally done by the clinic manager or someone assigned by him/her. The rosters belong to a room in your clinic, and each roster has a medic associated with it, and a start and end time. Rosters cannot be created for dates in the past.

You can repeat a roster weekly (e.g., each Thursday) until a chosen date; this is explained later in this document. Rosters are often repeated in this way to reflect your usual staff scheduling. We recommend that a roster should be repeated for a number of weeks or at most for a couple of month. We do not recommend that you repeatedly change a roster as your circumstances change; instead you should create a new roster to reflect each major change in staff availability.

Breaks

You can configure “soft” breaks of up to an hour in a roster. These breaks are noted in the appointment system. You'll be given a warning if you book an appointment during a break time but you will still be able to make such appointments. If you want to have a proper break then you should split the roster in two (e.g., one before lunch and one after lunch).

Creating Rooms

To create a room in a Medical Centre, select the Inca Administration tab and then click the Medical Centres link in the ‘Clinic Setup and Support’ panel. On the Medical Centres detail page, click the ‘New Medical Centre Room’ button. Name the room, and if you wish check the ‘Default' check box. If a room is set as the default it will be displayed first for that medical centre. You can set up as many rooms as you wish.

Medical Centre Rooms

When you open the rostering interface, you will be presented with a choice of medical centres (a centre is shown only if at least one room has been set up within it). Clicking on a medical centre shows a choice of rooms in that medical centre; clicking on a room shows the calendar for that room. If there is only one room in a medical centre, Inca Clinic will automatically show the calendar for that room. Also, if you have marked a room as default, it will open that room automatically. The other rooms in that centre will be listed on the top of the screen.

The system is flexible rather than restrictive. For example, a medic can be rostered in multiple medical centres at the same time, and multiple medics can be rostered in the same room at the same time. This is discussed in more detail later in this document.

Creating a Roster

To create a roster, use the cursor to highlight a period of time, and a dialog box will appear to allow you to enter the details for the new roster. In the dialog you can fine-tune the time, choose the medic, add breaks and configure break durations, and configure the repeating of the roster.

Here is an example of the dialog box. It shows the date of the roster, its start and end times, and the rostered medic. Below these is the button to add a break to the roster. Below that, you can see that this is a “repeating roster” (it repeats every Thursday until a chosen date). Repeating rosters are discussed in more depth later in this section.

Creating a Roster

When you save a roster, it will appear in the rostering calendar interface and will be available to book appointments against in the appointments interface.

An existing roster can be edited in the rostering interface: you can change the medic, the start or end times, or change the break times or durations. Before you can save an edited roster, a check will be done to ensure that this doesn’t affect any appointments scheduled against it.

Each roster’s break times are shown in the appointment system, but the system does not prevent an appointment from being scheduled during one of these breaks. Hence breaks are really “soft breaks”, intended to allow the medic some extra time. If you want a real break then you should split a roster into two (e.g., one before a set time for a coffee break and another afterwards).

Repeating Rosters

A roster can be repeated weekly, for any number of weeks from the start date of the roster (however, we suggest that you do not exceed, say, 2 months duration for a roster).

This feature allows you to configure a weekly template of rosters and have this repeated for any length of time. To set up a repeating roster, create the first roster as you would normally, and use the dialog box to specify that the roster should repeat until a date that you nominate (note: you should always start from the first date that you want the roster to exist on). When you set a repeating roster end date, that end date is remembered until you leave the page - so you can easily create a series of rosters for all medical centres and rooms and have all of these end on the same date.

We believe that best practice is to set up a group of repeating rosters for, perhaps, one to two months at a time - at least a month in advance, and after one to two months create a new set of rosters to match the new situation in your clinic. It is not intended that you modify the old set of rosters again and again in an attempt to match changing circumstances (albeit, small changes are fine).

Canceling a Roster

A roster can be deleted. However, if a roster already has appointments booked against it deletion will be disabled (until all appointments are rescheduled). If a roster has no appointments against it, the cancel button or buttons are enabled. When you cancel a repeating roster, you are given two choices:

  • “Cancel this and future rosters”: deletes the roster on a given date and all future dates.
  • “Cancel this roster only”: deletes the roster for a given date only (the roster remains valid for all future dates).

Cancelling a roster for “this roster only” can only be done if there are no appointments for that roster on that date. Cancelling a roster for “this and future rosters” can only be done if there are no appointments for that roster on any affected date.

If no affected appointments are found, Inca Clinic will first ask you to confirm the action, then proceed with the cancellation.

If you cancel a roster for a given date only, you will often split it into two. For example, if you create a roster (e.g., every Wednesday from 10am to 11.30am) that is 5 weeks in duration , and then go 2 weeks into that roster and edit it, you will split the roster into one of 2 weeks in duration and one of 3 weeks in duration. These two repeating rosters can then be manipulated separately.

Editing existing rosters

You can edit an existing roster by clicking on that event on the calendar in the rostering system. A dialog box (similar to one used to the create a roster) will appear. When you edit a roster you will be warned whether or not there are appointments against the roster, but nevertheless the system will allow you to make a change to the roster’s start or end time that could leave some appointments outside of the new roster time. For example, you could change the start time from 11am to 11.30am even though there are existing appointments for 11.15am. So care should always be taken when appointments are present.

 Edit Roster

When you save any changes to a roster (e.g., start time, end time, breaks, medic), those changes apply to the whole of the roster from the chosen date forward, not just the roster on that particular date.

Extending Repeating Rosters

If a roster is a repeating roster, you can extend the dates for which it repeats (you can make the start date earlier or the end date later). However, you cannot restrict the dates (you cannot make the start date later or the end date sooner). You can, however, achieve the same result as making the end date sooner by going to your selected future date, edit the roster on that date and press the “Cancel this and future rosters” button (provided that there are no appointments scheduled for the affected dates). The system will ask you to confirm before performing this action.

Substituting a medic in a repeating roster

You can substitute the current medic with another on a specific day of a roster. The system will remember both the normally allocated medic and the substitute that you choose. This is different from changing the medic (this would change the normal medic on the chosen day and for each day forward until the end of the roster).

To enter a substitute, navigate to the chosen date and roster where the substitution is to occur and click the roster to edit it. On the edit dialog, click the 'Substitute Medic' link, select an alternative medic and click the 'Substitute Medic' button:

The appointment and roster pages will be updated to show the name of the substitute medic (as well as the name of the normally allocated medic).

Detail: Different rules for editing and cancelling a roster

Here are some of the differences that are worth noting:

  • You can edit a roster’s start and end time of day. If you shorten the roster time, then you may leave some appointments in the system that are outside of the new roster time. You’ll be warned by the system but you can nevertheless proceed with the edit.
  • When you edit a repeating roster, you are changing the roster from the chosen date to the end of the roster.
  • You can extend a repeating roster (to include more dates) but you cannot restrict one (to make it cover fewer dates).
  • When you cancel a repeating roster, you are given a choice between cancelling only the selected day (in effect, splitting the roster into two repeating rosters: before and after the selected date), or cancelling the chosen date and all future dates (in effect, leaving just the original roster but now with an earlier end date).
  • The system will not allow you to cancel a roster if any appointments would be affected.

Appointment System

Once you have created rosters for your clinic, they appear in the appointment interface, and you can book appointments against them. You can only book appointments for times when there is a medic rostered, and you can’t book appointments for times in the past.

As soon as you book appointments against a roster this disables the ability to delete the roster.

The appointment system requires you to choose the length of appointment needed for a patient. You can select the time slot from either the day or week view by highlighting the required time slot with the mouse button. The appointment dialog will appear, in which you can configure the time slot more accurately using the edit link. Note that appointments of less than 15 minutes are difficult to see on the appointment interface; we do not recommend that you create appointments shorter than this.

Appointments Dialog

Booking New Appointments

To create a new appointment enter the contact details provided by the patient and click Save. If the patient as booked using the Online Patient Booking feature their details will be displayed and Booked Online check box will be ticked.

You are required to capture the Patients first name and surname. As best practice you should also capture the patients email address and a phone number

If you know the patient chart id (e.g. PAT-1234) enter this in the field provided tab out of the field and Inca Clinic will link the appointment with patient for you.

Booking Appointments for Existing Patients

For existing patients us the Book Appointment button on the Patient record page. The Appointment Details dialog also allows you to link the appointment with a patient’s chart id as you create an appointment.

However, to allow more speedy creation of appointments, you can just enter basic contact details (name, contact number, etc.), then click the 'Convert/Link to Patient' button. This will search Inca Clinic for a possible matching record. If one is found you can link the patient to the appointment.

Link Appointment to an existing Patient

Choosing a Care Pathway

When creating an appointment, you can optionally add the Care Pathway associated with the patients appointment e.g. Travel Consultation.

Email Template and Online Health Assessment

If you have the online booking feature enabled you can configure the Care Pathway to send the patient an email with a link which they can use to register their details and complete a health assessment questionniare before they attend you clinic. You also resend the email if necessary

See Care Pathway and Enabling Patients to Book Online for more details

Appointment Status

  • Booked Online - indicates that the apppointment was made by the patient using the Online Booking feature
  • Pre Visit Completed - indicates that the patient completed the Health Assessment sent to them
  • Confirmed (Other) - allows you indicate the appointment has been confirmed by the clinic.
  • Custom Status - You can set your own status codes. To do this the System Administrator can set Appointment Status options via Setup. Click Your Name - Setup - App Setup - Create - Objects - Patient Appointment. Click the Patient Appointments object. Locate the Appointment Status field and click on it's link. Scroll to the Picklist Value list. Add/Edit/Delete values as required

Setting Default Appointment Length

You can set the default length of an appointment in minutes via the Inca Preferences custom setting. This value also determines how appointment slots are rendered on the Day View page. An administrator can access Inca Preferences via Setup - App Setup - Develop - Custom Settings. Locate Inca Preferences and click Manage. Locate the AppointmentDefaultSlot setting and click Edit. Change the number value as required, e.g., 15 or 20 minutes. (Do not make this value so small that slots do not render properly on the appointments screen, making it difficult or even impossible for you to select or see appointment slots.)

(See here for general information on custom settings.)

Setting Default Day Start and End

To set the earliest and latest viewable time on the Day View, set AppointmentViewStart and AppointmentViewEnd in Inca Preferences. The defaults are 08:00 and 22:00, respectively. An administrator can access Inca Preferences via Setup - App Setup - Develop - Custom Settings. Locate Inca Preferences and click Manage. Set the text-field value using the 24 hour click and 00:00 format, e.g., 8am would be entered as 08:00.

Restrictions on Times

The system ensures that the start and end times for all appointments are within the scope of the chosen roster. However, you are able to create an appointment during the scheduled break times for a medic. This feature should be used with caution.

Editing an Appointment

When you edit an existing appointment, you will be presented with a dialog box similar to the one used to create appointments. You will be allowed to reschedule or cancel the appointment (if you have the correct permissions). Note that when you reschedule an appointment, the chosen medic may change if you change to a time when a different medic is rostered.

Rescheduling an Appointment

To change the time (and/or the room) of an appointment, click on the appointment and the press the “Reschedule appointment” button at the bottom of the dialogue box. You enter “move mode”, in which you can select a new time and/or a new room for the appointment. A red box at the top of the screen reminds you that you are in “move mode” (i.e., that you are selecting a new time for an existing appointment and not creating a new appointment). You can exit “move mode” at any time by pressing the “Cancel Move” button, and the appointment that you started to reschedule will be left as it was.

Recording DNAs (Did Not Arrive/Attend)

The DNA button on the appointments dialog allows you to record that the patient did not arrive for an appointment. The DNA button appears once the date and time for the appointment has past. You can use the DNA status as a filter on reports, so that you can monitor the number of DNAs over a period of time.

 DNA

Overlapping Appointments

There are currently no restrictions on overlapping appointments: the system allows you to book concurrent appointments against the same medic roster. This feature should be used with caution, but is nevertheless very useful. For example, two patients could be shown to have a 9am appointment on the same date and same room. This could mean that they will be seen together, or it could mean that one of them will be seen for only a few minutes and it is not worth the effort to create the first appointment from 9am to 9.02pm and the second from 9.02am to, say, 9.30. (For the latter example, we think that best practice is to create a short appointment, say 15 minutes to that it will display properly, for the first patient, and a normal length appointment for the second on, with both appointments starting at 9am.)

Detail: The Clinic Account record

Creating an appointment may create a contact record, and each such record is always linked with an Account record. (Account records are part of the underlying Salesforce platform, and Inca Clinic creates an Account to manage appointment contacts). Normally this is not something administrators or users need to be concerned with. If, however, you need to change the Account record that manages appointment contacts then you can change the Account Id in ClinicAccountRecord in Inca Preferences.

Viewing Multiple Clinic Rooms Side By Side

In the day view of the appointment system, it is possible to view the appointments in more than one room side by side for a given day. This is very useful when trying to find an appointment for a patient who is willing to visit any of a set of medical centres. For example, this screenshot shows three rooms:

Multi Day View

It's also possible to save views for reuse (so that you can save the views that you commonly use and then quickly show these on your screen).

To view additional rooms on your screen:

  • Click the ‘Add a room for comparison’ button.
  • In the dialog that appears, choose another clinic room (in the same or a different medical centre) and click Add.

While there is no restriction on the number of rooms you can compare, you will of course run into practical limitations due to your screen size. When the width of the screen is exceeded a new row will be created.

You can make appointments in the normal way, and you can easily reschedule appointments between the clinic rooms in the view (or with a little more work to other rooms).

To navigate between dates, use the Back and Forward buttons on the top left or click on the date and navigate using the calendar widget:

 Navigate Multi-Day

Saving Views

You can save a particular view for reuse: click the 'Save View' link; give the view a name (e.g., ‘Dublin City Clinics’); and press Save.

Loading and Managing Views

To load a Saved Room View, click the 'Load or Manage Room Views' link and use the dropdown list to select the Room View you want. This will list of the Rooms in the View. To re-order how the Rooms display drag and drop the rooms in the list and click update. You can also delete a room from the collection by clicking the 'bin' icon

Managing Rooms Views

Creating a Default View

If you would like the same Room View to automatically load each time you click the Appointments tab press the 'Save as My Default View' button. This will save this as your personal view. Each User can set their own default view.

If you are a System Administrator you will also be prompted to set this as the default for the Inca Clinic, this will be the default Room View if the User has not set a Default Room View

Enabling Patients to Book Online

Inca Clinic allows your patients to book an appointment register their contact details, itinerary and complete a pre travel risk assessment directly into Inca Clinic. You can either link the Online Booking page to your clinic web site or embed it using an iFrame.

Online Booking

More details on on how this works and getting it setup read Enable Patient Online Booking

Appointment Archiving

To help maintain good system performance appointments are automatically marked as archived after 60 days. This means that appointments that were scheduled for arrival more than 60 days in the past will no longer appear on the diary pages. The appointments are still associated with the patient and are available for reporting purposes.

Notes on Restrictions to the Current System

Currently, the system has no restrictions on booking multiple medics for one room at the same time, booking multiple appointments at the same time, rostering a medic in different rooms/ different medical centres at the same time, etc. These features are there for flexibility but should be used with caution. It is assumed that everyone using the system will know the risks involved with booking several concurrent appointments, or rostering a given medic in different places at the same time.

appointment_module.txt · Last modified: 2017/04/04 11:51 by sean
 
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