BHR CCG Musculoskeletal Triage Service with DMC

Frequently Asked Questions

Version 1.1March 2018

No. / Questions / Answers and clarifications
1 / How do I refer a patient to the triage service? /
  • Complete the referral form for the Musculoskeletal Triage Service. If this form is not used the referral will be rejected.(Referral attached forms below)
  • NB This form is currently under review. A single standard form will be issued shortly
  • Attach the referral form and refer patient via e-Referrals using service name: DMC Community Services –MSK BHR or REDBRIDGE MUSCULOSKELETAL TRIAGE SERVICE.
  • The service is directly bookable so please book the patient into a virtual slot for the purposes of triage only.
Do not give patients details of this appointment as it is a dummy appointment and can cause confusion
  • Please explain to the patient that the service will refer them on as appropriate.

2 / Once I have booked a dummy appointment should I give the e-referral paperwork to the patient? /
  • No, this leads to confusion with the patient, the only paperwork to be given is the MSK Triage Service patient leaflet

3 / How will I know the referral has been received? /
  • To track the outcome of triage for the patient please see guidance attached below which details how to check the Awaiting Booking/Acceptance work list on ERS

4 / How soon will the patient hear from the triage service once the referral has been made? /
  • All referrals will be administratively triaged within 24 hours and sent on for a clinical triage if necessary which will take a further 24 hours.
  • If more information is needed the patient will receive phone call within 72 hours of referral acceptance.
  • Patients in the Redbridge borough patients will be contacted by DMC if a face to face or telephone assessment is required
  • Patients in Barking & Dagenham and Havering will be contacted by NELFT if a face to face assessment is required
  • An appointment will be booked and appointment letter generated from ERS and sent out to the patient in the post

5 / Will all patients receive a telephone assessment? /
  • Patients will only be contacted by telephone if further information is required to complete the assessment

6 / Will all patients be seen face to face for a clinical assessment? /
  • Patients would only need to attend a clinic if they require a physical examination.

7 / My patient wants to exercise patient choice and wishes to attend a particular site for their treatment. /
  • Please indicate clearly on the referral form the patients preferred provider.

8 / I am unable to book an appointment to the DMC service on ERS, what should I do? /
  • This was a historic issue on ERS that has now been fixed. DMC are actively reviewing a lot availability on a weekly basis to make sure there are always enough appointments available for practices to book into
  • If this problem does arise, please call DMC on 020 7635 1064

9 / My patient has not heard anything and was referred more than a week ago? /
  • As mentioned previously, a letter will be sent out automatically to the patient once the outcome of the triage has been finalised.
  • Please check that there aren’t any notifications on your eRS work list stating any issues with the referral that need to be corrected.
  • If there aren’t any outstanding notifications please instruct the patient to call the 020 7635 1064 as detailed on the patient leaflet

10 / Length of time between receipt of MRI result and a telephone appointment with the patient. /
  • Patients will receive a telephone call to explain any test results within 3 working days of receipt of the results and will be booked in for a face to face or telephone assessment if deemed necessary

11 / Patients who cannot be reached via telephone for an appointment are sent a letter from DMC. Can this be copied to the GP? /
  • DMC now also send a letter to the GP if they are unable to reach a patient by telephone
  • The letter is sent out after 3 failed attempts

12 / An issue was highlighted by the GPs that patients are being seen at DMC sites (when necessary) which are not necessarily the most local site to them which causes patient dissatisfaction /
  • DMC now contact patients who need face to face assessments to determine the patients preferred location

13 / My patient was not contacted on the time indicated on eRS. /
  • Please note that the time on eRS is not accurate and this should not be given to patients. DMC will organise the triage, and any further tests or appointments.eRS does not currently have the functionality to reflect this.