What is the Context?
When Occupational Health Referrals are made, they often need to adhere to a Service Level Agreement with a particular employer.
What is the article purpose?
This article outlines how you can set up an SLA Policy to manage SLAs.
It also outlines what this means in the context of reviewing and managing SLAs for referrals.
How do you set up an SLA policy?
To do this from the Meddbase Start Page:-
- Select the Admin tile
- In the Admin page, select Billing Rules
From here, an SLA Policy needs to be created as part of a Portal Referral Rule. So you need to:-
- Go to the relevant Company
- Select + Add Rule
- From the menu that appears, select New Portal Referral Rule
| Please note: If the required company is not displayed in the list, you can use the Add Companies feature in the top-left of the screen to search for and select the required company. |
- Add the Name for the Referral Rule
- If bookings should be allowed through the Referral Portal, select Allow bookings through the Portal
- If referrals should be created through the Referral Portal, select Allow referring through the portal
- Then add values for the different fields in the SLA Policy Panel
| Please note: The different fields in the SLA Policy panel are explained below. |
At this point, you need to define the range of services that are covered by this SLA policy.
To do this:-
- In the Provided Services panel below the SLA policy panel, select + Show All
- For the required service category, select + Add
- Tick the box for the relevant service
- Repeat as required
| Please note: When updated, the Portal Referral rule should be automatically saved. |
What do the different SLA Policy fields mean?
As indicated above, the SLA Policy panel in the Portal Referral Rule has a range of field values with different characteristics. These are explained below.
|
Field |
What it does |
|
Referral Contact Protocol
|
Controls the suggested contact process for the recipient of the referral when any of the services are referred. |
|
Days to make a Contact
|
The number of days from receiving the referral to making a booking before an SLA is failed for the listed services. |
|
Days to place an appointment |
The number of days from making a booking to the appointment before an SLA is failed for the listed services. |
|
Days to finish the report |
Number of days from the completion of the appointment to the sending of a report before an SLA is failed for the service. |
|
Days to review the report by patient online |
Number of days available for the patient to review the report. Time is measured from the report being available to automatic release, less any non-working days or bank holidays. |
|
Days to review the report by patient manually |
Number of days available for the patient to review the report when sent via a manual method. Time is measured from the report being available to automatic release; less any non-working days or bank holidays. (This can be over-ridden at the time of report completion). |
|
Provided Services |
The list of services for which the SLA ad configuration options apply. |
How do you apply a Portal Referral Rule containing an SLA Policy to a Charge Band?
Having created the Portal Referral Rule containing the SLA Policy, this now needs to be applied to Charge Band for the Employer.
To do this:-
- From Billing Rules, select the relevant Company
- Select the Charge Band for which the Referral Rule containing the SLA Policy needs to be applied
- Select + Add Rule
- In the Add Rule to Set dialog that appears, expand the company where the referral rule was created
- Then select the Portal Referral Rule from the available list
The rule is applied and available to this Charge Band.
What does this mean in practice?
For an employee who is referred for a Service covered by a specific SLA Policy, this has some key implications.
- On the Referral Portal, the Employer can track whether the SLA is met for each referral. This can be assessed in the context of key milestones of appointment booking, attendance and report completion.
- In Meddbase, the creation of the Referral may trigger a workflow with a range of Action Dates calculated from the SLA Policy (where not applied from the Patient Contact Protocol).
- For example, if an appointment booking is made that falls outside the SLA Policy, the Meddbase system will provide the user with a warning.
Review date
The article was last updated on 8 March 2021 in the context of Meddbase version 1.243.0.2848