Create a new enquiry

Overview

The process of creating an enquiry is best explained through the following real-life scenarios:

• A potential patient calling to enquire on their own behalf.
• A family member, friend or other calling on behalf of a potential patient.

The following terminology is used in the Enquiries module:

• Enquirer: The Person calling
• Subject: The Potential Patient

Create a new Enquiry

To record a new enquiry from the patient, 

1. Click Correspondence.
2. Select the Enquiry tab
3. Click on New Enquiry
   1. The start date and time will default to the present day and time, however, can be amended if necessary.
4. Type the surname of the Enquirer and click Search.  If the contact exists, click Select. 
   1. The Enquirer is the person making the enquiry and they may already exist as a contact/or the same patient.
5. If the contact does not exist and you have enough information (first and surname names) to create a new contact, select Create New Contact.
6. Select Anonymous Contact if the information is not provided.  Again, most fields will be populated.
7. Add free text in Enquiry Text explaining the detail of the enquiry.
8. Click Create Enquiry.

Scenario 1: Potential Patient Calls

John Smith calls to speak to you about potentially becoming a patient.

Step 1:

Check if John Smith has an existing Patient or Contact record

1. Click Patients.
2. Type "John Smith" into the Search Box. 
   1. Note: If there are too many search results you can add his DOB, home phone or mobile number to the search e.g. "John Smith 24/12/1981" or "John Smith 0465625487".

 Step 2:

Step 2a: Create an Enquiry - New Potential Patient

If John Smith does not have a Contact or Patient Record:

1. Click the New Enquiry (XXX) button at the top of the screen  N.B. The XXX above will be the name you searched for e.g. New Enquiry (John Smith).
   1. The Enquiry Screen will display — complete fields using the table below as a reference.
2. To create a New Contact record, select the Search button next to the Enquirer name.
   1. The Search Results will return no results and you can create a new contact record.
3. Select the Create New Contact button.
4. The following fields are required:
   1. Facility - this is the location in CareRight that they will eventually be assigned to.
   2. Family Name.
   3. Given Name.
5. We would advise also collecting data that can be used to identify them if they call again, for example:
   1. Date of Birth.
   2. Home Phone or Mobile number.
6. After you have entered all the necessary data, click Create Person button.

    7. This takes you to the Enquiry screen — complete fields using the table below as reference:

     8. Now that you have created the contact record you will need to select the Search button in Subject.

     9. Select the Create Enquiry button to Save.

     10. At this point, if your system administrator has set up a more detailed enquiry form, you are able to use this to capture more information.

Step 2b: Create an Enquiry - Existing Potential Patient / Patient 

If John already has a Contact or Patient Record:

1. Click the Enquiry button next to John's name in the search results.
   1. This takes you to the Enquiry screen — complete fields using the table below as reference.
2. After you have filled in the fields above, click Create Enquiry to Save.
   1. At this point, if your system administrator has set up a more detailed enquiry form, you are able to use this to capture more information.

Scenario 2: Calling on Behalf of a Potential Patient

Mary Smith calls to speak to you about her son John Smith potentially becoming a patient of yours.

Step 1: Check if Mary Smith has an existing Patient or Contact record

1. Click Patients.
2. Type "Mary Smith" into the Search Box.
3. If there are too many search results you can add her home phone or mobile number to the search e.g. "Mary Smith 0465625487".

Step 2a: Create a Contact Record for the Caller (Enquirer)

If Mary Smith does not have a Contact or Patient Record:

1. Click the New Enquiry (XXX) button at the top of the screen.
   1. The XXX above will be the name you searched for e.g. New Enquiry (John Smith).
2. Click the Create New Contact button.
   1. You can create an Anonymous Contact, however, they will not have a Contact record in CareRight.
3. The following fields are required:
   1. Facility - this is the location in CareRight that the potential patient will eventually be assigned to.
   2. Family Name.
   3. Given Name.
4. We would advise also collecting data that can be used to identify them if they call again, for example:
   1. Home Phone or Mobile number.
   2. After you have the necessary data, click Create Person.
5. This takes you to the Enquiry screen — complete fields using the table below as reference.
6. You now need to search for the Subject - in this case Mary's son John Smith.
7. Click into Subject - type the name of the potential patient e.g. John Smith > Click Search
   1. If the potential patient (subject) appears in the search results click the Select on the right of their name - this takes you back to the Enquiry screen.
8. If the potential patient is not in the search results, click Create New Contact.
9. The following fields are required:
   1. Family Name.
   2. Given Name.
10. We would advise also collecting data that can be used to identify them if they call again, for example:
    1. Facility - this is the location in CareRight that they will eventually be assigned to.
    2. Date of Birth.
    3. Home Phone or Mobile number.
11. After you have entered any necessary data, click Create Person, which takes you back to the Enquiry screen.
12. After you have filled in the fields on the Enquiry screen, click Create Enquiry to Save.
13. At this point, if your system administrator has set up a more detailed enquiry form, you are able to use this to capture more information.

Step 2b: Create a Contact Record for the Caller (Enquirer)

If Mary Smith already has a Contact or Patient Record:

1. Click the Enquiry button next to Mary's name in the search results.
   1. This takes you to the Enquiry screen, fill in the fields as follows.
2. You now need to search for the Subject - in this case, Mary's son John Smith.
3. Click into Subject - type the name of the potential patient e.g. John Smith > Click Search.
4. If the potential patient (subject) appears in the search results click Select - this takes you back to the Enquiry screen.
5. If the potential patient is not in the search results, click Create New Contact.
6. The following fields are required:
   1. Family Name.
   2. Given Name.
7. We would advise also collecting data that can be used to identify them if they call again, for example:
   1. Facility - this is the location in CareRight that they will eventually be assigned to.
   2. Date of Birth.
   3. Home Phone or Mobile number.
8. After you have entered any necessary data, click Create Person.
   1. This takes you back to the Enquiry screen
9. After you have filled in the fields on the Enquiry screen, click Create Enquiry to Save.
10. At this point, if your system administrator has set up a more detailed enquiry form, you are able to use this to capture more information.