VSE Training Simulation Guide

This guide provides the VSE Super User with the steps and speaking points needed to lead a class through the simulations used to train scheduling staff on VSE functionality.

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Contents

System Overview Demonstration

Log in and View Tasks Tab Information

Create an Appointment Request

Schedule an Appointment from a Request and Manage No-Show Status

Schedule a Walk-In Appointment, Check In, and Check Out

Schedule Multi-Book Appointments

Manage Recall Reminders

Cancel an Appointment and Request

Move a Request to the EWL and Schedule

Schedule an Appointment from a Consult and Modify

Manage Users and Clinic Groups

Run and Customize an Audit Activity and Management Report

System Overview Demonstration

VSE Script #1

Welcome! As an introduction to the VistA Scheduling Enhancements (VSE) graphical user interface (GUI), this demonstrationreviews the main features that schedulers and supervisors use. You will be introduced to the Tasks tab, System tab, and Reports tab and their respective capabilities.

  1. Select Start Demonstration to begin the demonstration.

[Desktop screen displays with the VistA Scheduling GUI icon highlighted.]

  1. Select Continue.

[The user login screen displays with the Access and Verify fields populated.]

You will use the same login information as you use for VistA, entering them in theAccess and Verifyfields.

  1. Select Continue to continue.

[The Tasks tab displays with the three tabs highlighted.]

Once logged in, you will notice up tothree tabs: Tasks, System, and Reports.

  1. Select Continue to continue.

[The Tasks tab is highlighted.]

The tab you will use the most as a scheduler is the Tasks tab. The Tasks tab allows you to:

  • Search for and review information about patients
  • Initiate actions such as appointments, recalls, and patient requests
  • Review appointments and pending requests
  • Identify specific preferences for patients
  • Review clinic and provider schedules
  1. Select Continue to continue.

[In theArrangement section of the Tasks Tab, the View Mode dropdown is highlighted. The Schedules section displays.]

You can change your schedule view to show Day, Week, or Month schedules.

  1. Select Continue to continue.

[The Search patient and Clinic Schedules search fields are highlighted.]

The search features allow you to search:

  • Patients (in the ribbon)
  • Schedules (in the Clinic Schedules section)
  • Clinic
  • Clinic Group
  • Provider

These searches yield patient information and patient requests, and schedules, respectively.

  1. Select Continue to continue.

[The query tool is highlighted and the Request Query dialog box displays.]

The query tool allows you to filter requests by:

  • Patients
  • Request Type
  • Clinics/Services
  • Priority Group
  • Wait Time
  • Origination Date
  1. Select Continue to continue.

[The System tab is selected and the Scheduling Management dialog box displays. The Users, Prohibited Clinics, and Privileged Users sections are highlighted.]

The System tab allows certain users to:

  • Manage user capability within prohibited clinics and clinic groups
  • Create and manage clinic groups
  • View clinic scheduling details, such as:
  • Availability
  • Primary Provider
  • Overbook Limit
  • Appointment Length
  1. Select Continue to continue.

[The Reports tab is selected and the Reports section is highlighted showing the Audit Activity, Clinics, and Management Reports icons.]

The Reports tab allows certain users to:

  • View and export audit activity, clinic activity, and management reports
  • Print and export a request grid or schedule
  1. Select Continue to continue.

[The Tasks tab displays with the patient information and request list highlighted.]

You can manage patient information, appointment requests, appointment status, the EWL, and many other items in the system’s easy-to-use displays. VSE has a great deal to offer that is not covered in this high-level overview. You will become familiar with various parts of the system as you continue your training.

Congratulations! You have successfully reviewed the main features of VSE. Please close the window by selecting Exit Demonstration or your browser’s Exit icon.

Log in and View Tasks Tab Information

VSE Simulation Script #2

Welcome!This simulation reviews one of the first things you will do in VSE: log in and view the information in the Tasks Tab.Select Start Simulation to begin the simulation.

This simulation uses the term “double-select.” For most users, this means double-click.

You have arrived at work and need to log in to VSE. Your login information is the same as it is for VistA. Your access code is sched1234 and your verify code is Pa$$word1. You are interested in the schedule for the VSE Neurology Rose Clinic today, 03/21/2016.

  1. Double-select the VSE login icon on your desktop.
  2. Enter sched1234in the Access field.
  3. Enter Pa$$word1in the Verify field.
  4. Select OK.

The Tasks Tab displays.

Point Out: The Tasks Tab displays patient requests, pending appointments, and clinic schedules. The list of patient requests displays the current requests you have access to, sorted by request type. Each request includes:

  • Request Types include:
  • Appt , Consult – pending consults, EWL – Open Electronic Waiting List entry, Recall – Active Recall Reminder
  • Patient Name – red triangle in upper right-hand corner indicates that there is data in the comments field of the patient request
  • Multiple Returns to Clinic (MRTC) – A red checkmark indicates a Multiple Return to Clinic request
  • SSN
  • SCVISIT – SC=Service Connected; a red checkmark indicates the request is related to a service connected condition
  • Telephone – patient’s home phone number
  • Priority – Patient’s priority group number
  • CID/Preferred Date (of request) - CID=Clinic Indicated Date; Preferred Date=patient’s Desired Date. The CID/Preferred Date selection only removes the “next available” option and the confusion that comes along with it.The scheduler needs to be concerned with only the clinically indicated date established by the provider for new consults and returning appointments or the preferred date of the Veteran for in between appointments or a new primary care appointment.
  • Entered/RR, No Date – the date the request was entered or the Recall Reminder date.
  • Requestor – who requested
  • Requested by – either who requested or the clinic that requested the appointment.
  • Clinic/Service – the area in which the patient needs to be scheduled.
  • Comment – Free Text.Why the appointment needs to be scheduled or something specific to this appointment.
  1. Scroll right to display the remaining columns in the Request List.

You want to filter the request list to only show requests for the VSE Neurology Rose clinic.

  1. Scroll right in the ribbon to display the Tools section.
  2. Select Queryin the Tools section.

The Request Query dialog box displays.

  1. Select the Request Type Filter icon (looks like a funnel next to column name).
    The Request Types dialog box displays.
  2. Select the Select All checkbox.
  3. Select OK.
  4. Select the Clinics/ServicesFilter icon.

The Clinics dialog box displays.

  1. Enter VSE Neuro in the Find field.
  2. Select Find.
    Matching search results display.
  3. Select the Is Selected checkbox next to VSE Neurology Rose clinic.
  4. Select OK.

The VSE Neurology Rose clinic displays in the Clinics/Services column.

  1. SelectSubmit.

The Request Query Confirmation dialog box displays.

Point Out: The Request Query Confirmation dialog box informs you of the number of search results your search yielded.

  1. Select OK.

Only VSE Neurology Rose clinic requests display.

Next, you want to review the sections of the Tasks tab that provide you with patient information.

  1. Select Zztestpatient, Elizabeth Renee.

Point Out:When you select a row from the patient request list or search for and find a patient, the Select Patient section displays patient information.

  1. Select Zztestpatient, Michael Peter.

Point Out:In addition to patient information, when you select a request, the Resources section populates with the appropriate Clinic, Provider, or Clinic Group options and the Schedules section displays the schedules of the selected resources for the requested date and nearby dates.

  1. In the Arrangement section, select the View Mode dropdown.
  2. Select Day.

The Schedules section displays by Day.

  1. Select Week in the Schedules section.

Point Out: Most of your scheduling will occur using the Week display.

Other sections of the Tasks tab are system-based:

  • The Actions section allows you to create a new request for the selected patient (New Req.)
  • The Mobile Requests section contains an icon that allows you to review requests submitted via the Veteran Appointment Request (VAR) system or Welcome to my VA
  • The Tools section allows you to print, export, refresh, or query the request list

Congratulations! You have successfully logged in and viewed the Tasks tab. Please close the window by selecting Exit Simulation or your browser’s Exit icon.

Create an Appointment Request

VSE Simulation Script #3

Welcome! This simulation reviews the steps you will take as a Scheduler to create an appointment request.Select Start Simulation to begin the simulation.

Adam Zztestpatient has calledyour facility to inquire about an appointment. Today is 03/08/2016. He was not able to come in for his last appointment, and wants to set a new appointment on 03/17/2016. You need to create an appointment request for him. Adam Zztestpatient will be seen at the VSE Neurology Rose Clinic. He wants an appointment in two weeks and prefers Wednesday and Thursday appointments, in the afternoon. He needs an escort to the clinic.

  1. Search for Adam Zztestpatient by entering the first initial of his last name and the last four digits of his Social Security number (SSN), Z1112, in the Search field.

Remind Participants: In the live system, you can also search using a full SSN or by name (Lastname,Firstname).
The matching search results display.

  1. You must select Adam Zztestpatientin the search results.

Point Out: VSE search feature will not just assume, if there is one result, that it is who you are looking for.

The Request Type dialog box displays.

  1. Select the APPT radio button.
  2. Select OK.

The Appointment Request dialog box displays.

Point Out: In thePatient Information section at the very top, fields containing information retrieved from VistA are read-only and grayed out. If you need to update a patient’s information, you must do so in VistA or VetLink.

The Svc Related checkbox is only checked if the patient is a service connected Veteran.If the Ethnicity or Race field needs to be completed, you can complete them in this dialog box.

  1. In the Request Information section, select the Clinic radio button.
  2. In the Clinic field, enter VSE Neuro.

Point Out: When you are searching, you need to enter at least 6 characters to get a list of search results.

  1. Select Continue to validate the text entry.

The Clinic dropdown displays matching clinic results.

  1. SelectVSE Neurology Rose.

Point Out: The Appointment Type automatically populates as Regular because Adam’s service connections do not relate to neurology.

  1. Select the CID/Preferred Datecalendar icon.
  2. Select03/17/2016.
  3. Select the Requested By dropdown.
  4. Select Patient.

Point Out: The Status field automatically populates as either New or Established. Since this is an example only in a test environment, this patient has not been seen at the Neurology clinic before, so he has a New Status. Typically, such a request would automatically populate as a CONSULT.

  1. In the Special Needs/Preferences section, select the Needs Escort checkbox.

Own the Moment Opportunity

This tremendously important new feature lets you Own the Moment! Now, the Veteran’s needs and preferences can be shared among all schedulers, so you can fulfill all three principles, making the process easy and efficient while connecting with the Veteran emotionally.

  1. In the Time of Day section, select the PM radio button.
  2. In the Day of the Week section, select the Wednesday and Thursday checkboxes.
  3. In the Remarks field, enter Has service dog.

Note: The Remarks field is for information related to the Special Needs section.

Point Out: Just remember that what you enter in this section will stick with the patient’s record going forward.Remember, that a patient is to be contacted each time when making an appointment.Understanding what the Veteran’s preferences are and reaffirming this when scheduling, lets him or her know that their preferences are important and that he/she matters. “Mr. ZZTestPatient I see that you prefer Wednesdays and Thursdays for appointment times, is that right?”

  1. In the Comment field, enter Missedlast appointment.

Note: The Comment field is for notes regarding the request or general information.

  1. Select OK.

Point Out: The new APPT Request Type displays on the Request List and is selected.

The Schedule for the VSE Neurology Rose clinic opens automatically.

Point Out: Because the desired date is in the future, the calendar displays three days prior to the Desired Date and three days post the Desired Date.

Congratulations! Point Out: You have successfully created an appointment request. You could fill his request at this point, but he tells you he needs to speak with his family about transportation, and will call you back.

Please close the window by selecting Exit Simulation or your browser’s Exit icon.

Schedule an Appointment from a Request and Manage No-Show Status

VSE GUI Simulation Script #4

Welcome! This simulation reviews how to schedule an appointment from a request, mark a patient as a no-show, and undo that no-show. Select Start Simulation to begin the simulation.

This simulation uses the term “alternate-select.” For most users, this means right-click. The keyboard shortcut for alternate-select is Shift + F10.

Adam Zztestpatient had asked for an appointment in the VSE Neurology Rose clinic on 03/17/2016 but said he needed to call back when he arranged his ride to the appointment. There is an active appointment request when the patient calls back. The patient would like an appointment in the morning next Wednesday or Thursday, instead of two weeks from now, because those are the only times his ride is available.

  1. Search for Adam Zztestpatient by entering the first initial of his last name and the last four digits of his Social Security number (SSN), Z1112, in the Search field.
  2. Select Adam Zztestpatient.
  3. Select the 03/17/2016appointment request.

Point Out: The VSE Neurology Rose Clinic schedule displays in the Schedules section to the requested date.

  1. Select Forward (right arrow button top left of Schedules section) in the Schedules section.

The Schedule will now show one week from now.

  1. Alternate-select the 8:00 a.m. timeslot on 03/24/2016.
  2. Select Add Appointment from the context menu.

The New Appointment dialog box displays.

  1. Select OK.

The Print Letter dialog box displays

Point Out: If the clinic has a printer set up, selecting OK will print the letter.

  1. Select Cancel.
  2. Select OK.

The appointment displays on the clinic schedule.

  1. Select Continue.

Now, you want to record a no-show appointment.It is now 03/24/2016 andAdam Zztestpatient is not responding when you call his name for his appointment. You need to record the no-show appointment.

  1. Enter Z1112Search field to locate Adam’s appointment.
  2. Select Adam Zztestpatient.
  3. Select the 03/24/2016 at 8:00appointment from the Pending Appointments section.
  4. Alternate-select the 8:00 a.m.appointment.
  1. Select Mark as No Show from the context menu.

The Mark as No Show dialog box displays, where you have the option to select Print Letter, OK, or Cancel.

Point Out: The appointment has to be scheduled for today to display the Mark as No Show option in the context menu.

  1. Select OK.

Note: The appointment status changes from New to No Show in the Schedules section and to NoShow in the Pending Appointments section.

Point Out:When an appointment is marked as a No Show, the associated request will not repopulate in the request list. Keep in mind that you will need to create a new request upon contacting the patientto reschedule the appointment. A new feature will be available mid-June (2016) that will allow consult requests to repopulate in the request list if the associated appointment is marked as a No Show.

  1. Select Continue.

Adam Zztestpatient enters the clinic and says he would have been here earlier, but he was talking with a fellow Veteran outside the clinic.

Own the Moment Opportunity

How would you guide the journey? Potential response:

Let Adam know what your next steps will be. “I’ll check with your provider to see if you can be seen now. If not, then perhaps we can fit you in at the end of the session or, if that is not convenient for you, we can look at rescheduling.”

The provider says Adam can be fit in now, so you need to undo his no-show appointment.

  1. Enter Z1112Search field to locate Adam’s appointment.
  2. Select Adam Zztestpatient.
  3. Select the 03/24/2016 at 8:00appointment from the Pending Appointments section.
  4. Alternate-select the8:00 a.m. appointment.
  5. Select Undo No Show from the context menu.

Point Out:The appointment status changes back to New in the Schedules section and to No Action Taken/Tod in the Pending Appointments section.