Patient Hub - I've Arrived

What is I’ve Arrived?

I’ve Arrived is a module from Netcall’s Patient Hub system. It is a virtual queuing system which queues patients outside and/or car parks until they are required to attend their appointment, removing the risk of overcrowded waiting areas to support and maintain social distancing.

Logging into I’ve Arrived:

Double click the ‘Patient Hub’ icon on your desktop
Note if the icon is not there it can be download from the App Catalogue’
Enter your username and password and click login

Clinic Page:

The clinics page will list all patients booked onto a PAS Outpatient clinic

Tabs within the clinic screen will allow you to search or filter clinics

The ‘My Clinics’ tab will allow you to assign or unassign the clinics scheduled for today or tomorrow:

Enter the clinic code into the ‘Clinic field’ and click ‘Search’ to find the clinic you require access to.
Once you have found the clinic Click Assign or Unassign on the right-hand side.

Note – If the “I’ve Arrived threshold” for the clinic is set as 0 the clinic is not switched-on in Patient Hub. A call will need to be logged with the CITS Service desk to switch it on.

The search field within the ‘Today’ tab will allow you to filter to a specific clinic.

Note – If the clinic has not been assigned to you, you will not see the patients booked onto that clinic.

Note: I’ve Arrived is configured to send a SMS and/or email to a patient 60 minutes prior to their appointment time. For a patient to receive the text message, their mobile number must be entered into the mobile field on the PAS RI Demographics screen and text consent marked as Yes.

I’ve Arrived Statuses:

Status	Meaning	Action
Not Sent	- Notification threshold not met - Patient does not want to be contacted by SMS - Patient does not have any digital data	If the patient arrives at reception you will need to ‘Record Outpatient Arrival’ on PAS – this will remove the patient from the clinic list on I’ve Arrived.
Not Arrived	Patient has not confirmed they have arrived, but the text message has been sent	If the patient arrives at reception you will need to ‘Record Outpatient Arrival’ on PAS – this will remove the patient from the clinic list on I’ve Arrived
Arrived	Patient has confirmed they have arrived and are waiting outside	When it is safe to do so you can ‘Invite’ the patient in. (Another SMS is sent to the patient)
Invited In	Patient has been sent a SMS to invite them into the department	If the patient does not arrive you can ‘Reinvite’ them by sending another SMS message When the patient arrives at reception you will need to ‘Record Outpatient Arrival’ on PAS – this will remove the patient from the clinic list on I’ve Arrived.

What does the patient receive?

The patient will receive an initial I’ve Arrived notification SMS 60 minutes prior to their appointment

They will need to click on the link to inform the department they have arrived

Once they have sent the confirmation, they will be able to see where they are in the virtual queue

When it is safe for them to enter the department, they will be sent another SMS inviting them in

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