1. NHS e-Referral Service Any to Any Patient and User Journey: The Vision …….

2. Any to Any Patient sees optician Mrs Bevan attends an optician’s appointment where Mr Boote the optician, notices that she has severe cataracts in both eyes. 1

3. Optician refers Mr Boote looks at the local cataract pathway within the NHS e-Referral Service. This confirms it is appropriate for him to refer Mrs Bevan directly to a cataract removal service, which he does via the NHS e-Referral Service. 2 Any to Any

4. Patient chooses a service Mrs Bevan chooses to see an Ophthalmologist at a hospital close to where her daughter lives, and asks for a written copy of the booking instructions. She takes the information away with her so she can book her appointment. 3 Any to Any

5. Patient is reminded to book appointment Mrs Bevan forgets to book her appointment, but a letter arrives two weeks later to remind her. 4 Any to Any

6. Patient’s advocate books appointment Mrs Bevan asks her daughter to help book the appointment, which she does by calling the Appointments Line and booking a date and time that is convenient for them both. The operator reads out the instructions, but the daughter asks for these to be sent in the post to Mrs Bevan. 5 Any to Any

7. Patient rearranges the appointment One week before the appointment, Mrs Bevan’s daughter is told that she needs to go away on business the following week. She telephones the Appointments Line again and, with her mother’s agreement, re-schedules the appointment for a few weeks later. 6 Any to Any

8. NHS e-Referral Service vision – making paperless referrals a reality Take part in the consultation at: www.hscic.gov.uk/erswww.hscic.gov.uk/ers Contact us on email: nhs.ers@hscic.gov.uknhs.ers@hscic.gov.uk How can YOU get involved?