Table of Contents 1 Introduction ................................................................................................................................................ 2 2 Glossary of Terms ...................................................................................................................................... 3 3 Pre-Requisites ............................................................................................................................................. 4
Vaccination Centre ......................................................................................................................................... 4
Vaccine Schedule ........................................................................................................................................... 4 Vaccination Status Points .............................................................................................................................. 4 Knowledge of Intended Operations ............................................................................................................... 5
5 Viewing Appointment Lists and Status Updating .................................................................................... 17 Reports ......................................................................................................................................................... 17 Vaccination Appointments Tab ................................................................................................................... 18 Person Account View – Vaccination Appointments ................................................................................... 21 Vaccination Appointment Status Points ...................................................................................................... 22
6 Administration of Existing Requests and Appointments ......................................................................... 23 Editing a Scheduling Request ...................................................................................................................... 23 Cancelling a Vaccination Appointment ....................................................................................................... 23
7 Public Portal ............................................................................................................................................. 24
1 Introduction Appointments can now be scheduled in CoVax for both Dose 1 and Dose 2 vaccinations.
This training guide describes the new CoVax scheduling functionality for Operations Administrators as per the latest Sprint 11 release on 30th June 2021.
The scheduling functionality scope is as follows:
• The creation of a vaccination centre and vaccination booths on CoVax that are required to book appointments
• The identification of the group of clients to be booked using a Scheduling Request • The booking of Dose 1 and Dose 2 appointments • The booking of appointments for one day at a time • On booking appointments, the generation of SMS messages for the client with the appointment
details.
Key pre-requisites for using this functionality are as follows:
• Each client to be scheduled has the correct or no vaccine schedule applied to their record • Each client to be scheduled has the correct Vaccination Centre associated with their record, if
this is to be used to identify the clients to be scheduled.
Currently out of scope are the following:
• Geolocation functionality to identify clients who are close to the vaccination centre into which appointments are being booked
• Bulk cancellation of appointments • Bulk rescheduling of appointments • The booking of appointments for more than one day at a time • Confirmation that SMS messages were delivered or not delivered • Allowing the client to reschedule their appointment themselves • Specifying appointment durations outside of 5 minute multiples
This module consists of the following:
• Requesting and Booking Appointments
Note: Please refer to the ‘Mod 5 HSE CoVax – Vaccination Appointment Administration (Centralised Team) Guide’ or contact the Centralised Scheduling Team for Vaccination Centre Setup requests. Important: This is advanced CoVax functionality that should only be used by a strong CoVax user who has gained a significant amount of experience using the system with an “Operations Administrator” profile. The user should also be very familiar with the site setup in terms of the hours and number of booths operating throughout the day and the throughput of clients.
2 Glossary of Terms Term Description Lightning Scheduler This refers to the CoVax scheduling functionality described
in this document that is to be used for booking appointments currently for numbers less than 2000 clients at a time.
Operating Hours These are the hours during which the site will be giving vaccination appointments to clients.
Scheduling Request This request is created for a list of relevant clients to be provided to the user. When the user is satisfied that the list of clients is correct, this request can then be used to automatically book appointments for the clients on that list.
Service Territory Work Type This is the duration of each vaccination slot, in other words, the amount of time each vaccinator has with each client. The durations available are 5, 10 and 15 minutes.
Vaccinator User (Context: Vaccination Resource Setup)
This is the name of an active vaccinator setup within the CoVax system and linked to a vaccination booth. An active vaccinator name must be assigned to each vaccination booth, but operationally it does not affect who can vaccinate in that booth. An active vaccinator cannot be assigned to more than one booth at a time.
Vaccination Resource A vaccination booth or cubicle where a vaccinator administers vaccinations to clients.
3 Pre-Requisites In advance of creating vaccination appointments, the following must be in place: Vaccination Centre • Provided that the Vaccination Centre is setup on CoVax, it must be recorded as the
Vaccination Centre of each client to be scheduled, if this is how clients are to be identified for scheduling.
• This can be added within the Client Details page “Consent” panel depicted below.
Vaccination Centre Field
Vaccine Schedule • When booking appointments, a particular vaccine schedule is selected. • Each client to be vaccinated must either have that vaccine schedule or no vaccine schedule
associated with their client account. • If the client does not have a vaccine schedule and an appointment is booked for them, the
schedule selected for that booking is automatically applied to the client record.
Vaccine Schedule Field
Vaccination Status Points The client must have the correct status point for the vaccination being scheduled. For example, if Dose 1 is being scheduled, examples of appropriate Vaccination Course Status points are “Awaiting Dose 1” or “Awaiting Dose 2”. The three statuses are:
1. Vaccination Course Status – at a high level, this describes the stage of vaccination journey the client is at.
2. Consent Status - this describes the client’s consent status within the vaccination process. 3. Eligibility Status - this describes the client’s eligibility status within the vaccination process.
Note: An updated ‘Vaccination Course, Consent and Eligibility Status’ Training Guide is available on the HSE.ie training website. https://www.hse.ie/eng/health/immunisation/hcpinfo/hsecovid19vms.html
Knowledge of Intended Operations In addition to the above client record level pre-requisites, the user will need to know the following: • The time period (dates and times) during which the appointments are to be scheduled • The number of appointments required • The number of clients to be scheduled per hour
4 Requesting and Booking Appointments Introduction This functionality allows a Clinic Manager (logged into CoVax under the Operations Administrator role) to create a request for a specific group of clients to be given appointments. Currently it is only possible to schedule appointments for one day at a time. Where appointment slots are available, this request can then be used to automatically generate appointments for that group of people. SMS text messages with the appointment details will then be sent to those with a mobile number recorded within CoVax. Pre-Requisites Before Booking Appointments (1) Operational Knowledge
Before booking appointments on CoVax, the following must be known: a. The number of clients to be booked b. The date and times during which those clients are to attend c. Any downtime that might need to be built in (such as lunchtimes) d. The vaccination being given on the day e. If the clinic is for Dose 1, Dose 2 or both Dose 1 and Dose 2 f. The type of client to be booked and how they will be identified on the scheduling
request, for example, if they are all associated with a certain Primary Healthcare Facility, or they all have the Vaccination Centre associated with their record
(2) CoVax Setup
The setup on CoVax must be checked to ensure that the right number of slots is available for booking. This can be done as follows:
a. Within the Vaccination Resources tab, confirm that the vaccination booths required are setup, have vaccinators with LSPS permissions assigned (check with the HSE Project Team in relation to this), have Resource Type of “Technician” and are marked as “Active”.
b. Within the Vaccination Centre page, checking that all booths required are in the
Vaccination Centre Teams list shown below.
c. Within the Vaccination Centre page, checking that the “Start Date” and “End Date” of all
the booths required include the date and times that the clinic is intended to run for. Example: If the clinic is intended to run on 15/02/2021 from 9:00 to 11:00, that time period must be within the Start Date and End Date of each booth required.
d. Within the Vaccination Centre page, checking that the Operating Hours include all of the time that the clinic is intended to run for. Example: If the clinic is intended to run on Monday 15/02/2021 from 9:00 to 11:00, this will not be possible if the Operating Hours do not start until 9:30am on that day. In that case, appointments will only be booked from 9:30 to11:00.
Note: Please refer to the ‘Mod 5 HSE CoVax – Vaccination Appointment Administration (Centralised Team) Guide’ or contact your ICT Scheduling Support Team via your designated representative” for Vaccination Centre Setup requests. (3) Calculation of Appointment Slot Numbers
The maximum number of appointments that can be booked is determined by: (1) The number of clients available on CoVax that meet the request criteria (2) The number of slots available within the time period on the request
Example calculation: 10 Active Booths * 6 Slots Per Hour * 3 Hours = Maximum 180 Slots This maximum value should be entered into the Max Appointments field to ensure that no more appointments than the vaccination centre can take are booked
(4) Additional Information
Vaccination requests for dose 2 ONLY can be scheduled up to 3 days prior to the planned dose 2 vaccination date. Clients who have DNA's 3 previous appointments will not be included in the Lightning scheduling request. The client’s ‘Vaccination Course’ status will update to ‘Course Stopped’ and both ‘Consent’ and ‘Eligibility’ status will remain unchanged.
Step 1: Open Scheduling Request (1) Click on the drop-down arrow next to the [HSE Today] tab and select [Scheduling Requests]:
(2) Click on the [New] button, select the option “Vaccination Request” and click [Next] to open the
Step 2: Complete Scheduling Request Fields Complete the following fields:
• Status: This field will default to “New Request”. If the user is creating a draft request that is to be submitted at a later date, it should be set to “None”.
• Vaccination Clinic: This is the name of the vaccination clinic setup previously and it is where the appointments are to be scheduled for.
• Start Date and Time: The date and time from which appointments should be scheduled as part of this request. Currently it is only possible to schedule appointments for one day at a time, so the start date and time should be on the same date.
• End Date and Time: The date and time up until which appointments should be scheduled as part of this request. Currently it is only possible to schedule appointments for one day at a time, so the start date and time should be on the same date.
• Vaccine Product: This is the vaccine product to be used for this group of clients. Both clients aligned to the old (84 day AstraZeneca) and new (56 day AstraZeneca) vaccine schedule will be picked up for this request. Appointments will only be given to those clients with that vaccination schedule or no vaccine schedule assigned. If a different schedule is applied to a client record, that client will not appear on the list for scheduling. If the client does not have a vaccine schedule and an appointment is booked for them, the schedule selected for that booking is automatically applied to the client record.
• Maximum Appointments: This is the maximum number of appointments to be scheduled (current maximum value: 2000). This field can be used to restrict the number of appointments to the number that is required.
• Type: This corresponds to the Type associated with the client when they were registered (for example, Frontline Healthcare Worker or Pregnancy), For more details, you can refer to the cohort table based on the HSE website: https://www2.hse.ie/screening-and-vaccinations/covid-19-vaccine/rollout/
• Priority (optional field): This corresponds to the Priority associated with the client when they were registered (for example, 2F – Scheduled care in controlled environment). For
more details, you can refer to the cohort table based on the HSE website: https://www2.hse.ie/screening-and-vaccinations/covid-19-vaccine/rollout/
• Minimum Age and Maximum Age: Optional fields for offering appointments to a specific age range cohort. For example, if AstraZeneca is the vaccine, this can be used to only return clients greater than 18 years of age.
• Primary Healthcare Facility: This field can be used to return only those clients associated with a particular Primary Healthcare Facility.
• Vaccination Centre: This field is to be used to return only those clients who are associated with the Vaccination Centre selected. Recap: This can be added within the Client Details page “Consent” panel depicted below.
• County: This refers to the County that this Scheduling Request relates to. • Sort By: This is set to the default value of “Random”. There is the option to sort by age
descending, giving those of greater age an appointment first. In the future, the ability to sort by distance from a vaccination centre is planned, but this functionality is not yet available.
• Vaccination Course Status: The vaccination dose should be set to one of the following values:
• Eligibility Status: The vaccination dose should be set to one of the following values: o Awaiting Consent o Consented o In Best Interest o Consent Refused o Not in Best Interest
• Consent Status: The vaccination dose should be set to one of the following values: o Awaiting Dose 1 o Awaiting Dose 2 o Course Complete
Please ensure you fill in at least one of the three following fields: ‘Primary Healthcare Facility’, ‘Vaccination Centre’ and ‘County’, to ensure that you are only scheduling requests for those within your area. When all details are correct, ensure that the Status field contains “New Request” and click on the [Save] button. Step 3: Request Generation – Automatic Job 1 After the scheduling request is saved with the status “New Request”, it is picked up by a background job that runs every 10 minutes. When the next time that the job to be run has passed, check the status of the request within the Scheduling Requests tab. It will change to the status of “Preview Ready” when the background process has completed. The list of people who met the request criteria will now be available.
The Refresh button can be used to update the details on screen to the most recent. Please use this button to refresh the status to check if it has chagned.
Note that it is possible to create a customised view to only see the requests that are of relevance to your vaccination centre. To do this, firstly select the settings wheel and click on [New].
Enter a List Name and select the [Save] button. The view will now be opened. Click on the [Select Fields to Display] menu item.
The Select Fields to Display dialog can then be used to add the fields that are required in the view.
The Scheduling Request Previews table provides a list of clients identified as meeting the request criteria. Click on the “View All” text to launch the Scheduling Request Previews screen.
The list must now be validated to ensure that the number of clients returned and the data for each client is as per that expected. Issues with Numbers of Clients If the number of clients is not as expected, this can be due to many reasons and some common ones are as follows: • The clients having a Pfizer vaccine schedule when the request schedule is set to AstraZeneca. • The clients not having vaccination statuses within the set selected in the request. • The clients not having the Vaccination Centre assigned to their record.
Other Potential Issues with the Data As part of the validation exercise, the user should check that:
(1) The dates of birth are not incorrect. For example, there are several persons with the incorrect date of birth of 01/01/1900. This is particularly important to correct as the appointment SMS contains the client age.
(2) The mobile number for all clients is present and in the correct format. If the mobile number is not present or not correct, the client will not receive an SMS informing them of their appointment details.
(3) Any other issues with client data are identified and rectified (such as a client with the word “Delete” in their name, indicating that they may be a duplicate client).
(4) Where a specific subset of known clients is to be booked, the list should be checked to ensure that these specific clients were in fact returned.
Any issues identified should be corrected before proceeding. If any clients are identified as not for scheduling at this point, they can be removed from the list. This can be done by means of selecting the “Delete” option from the right dropdown menu for that list entry.
Once the list is validated, the request is now ready to be used to book appointments. Clarifications: A client can be present on more than one scheduling request at a time.
An example scenario is as follows: • A client is on two requests of status “New Request”. • An appointment is then booked for that client from the first request • An appointment for the same client will not be booked using the second request as the
client cannot have more than one future appointment booked at a time.
When creating more than one request for a group of clients, for example to book some clients between 09:00 and 12:00 and others between 15:00 and 18:00:
• Create one request and book appointments from it and only then create the second request and book appointments from it.
• This is because clients can be on more than one request list at a time and, if requests are not created one at a time and there are clients on both, they may be booked as part of the first request and the numbers booked as part of the second request may be less than expected.
Step 5: Appointment Booking – Automatic Job 2 Within the [Details] tab, change the Status field from “Preview Ready” to “Book Appointments”. IMPORTANT! This step must be performed for clients to be given appointments. Otherwise, appointments will NOT be booked.
After the scheduling request is saved with the status “Book Appointments”, it is picked up by another background job that runs every 10 minutes. This job books appointments for those clients on the Scheduling Request list. When the next time that the job to be run has passed, check the status of the request within the Scheduling Requests tab.
The Refresh button can be used to update the details on screen to the most recent. Please use this button to refresh the status to check if it has chagned.
If the request has run successfully, it will change to the status of “Appointments Created” when the background process has completed. The list of people for whom appointments have been booked will now be available. If the request was not successful, it will change to the status of “Needs Review”. Opening the request and viewing the Summary and Failure Reason fields will reveal information about why this was the case. An example is provided below:
Step 6: Appointment Review If the request has run successfully and is of status “Appointments Created”, click on the request and open the [Related] tab.
The Vaccination Appointments panel provides the list of clients for whom an appointment has been booked. Click on the “View All” text within this panel to launch the Vaccination Appointments screen.
Check that the number of appointments booked is as expected. One reason for a slightly smaller number of appointments might be that the client records changed in some way between the time of request list generation and appointment booking, but this would usually only account for a small difference in numbers. If there is a discrepancy, identify those who were not given appointments and identify the reason(s) why. As appropriate, work towards escalating or resolving any issues identified to ensure that all clients who require appointments are booked. SMS Messages An SMS message will be sent to all those clients for whom an appointment has been booked, provided the client has a mobile phone number in the “Mobile” field of their client details screen. Clients will receive the following automated SMS messages: • A confirmation SMS message on creation of an appointment. • Consent and eligibility SMS messages will be sent to clients prior to both dose 1 AND dose 2 to
complete their consent and eligibility. • Cancellation SMS messages will be sent if a client has refused consent or is ineligible for the
vaccination, i.e. An SMS will be sent to the client if they have not attended a particular dose appointment 3 times or more as per ‘DNA Policy’. A report will be generated and issued to HSE Live so that HSE Live can contact the client to discuss their vaccination.
o “We will not send you any more appointment details. HSE Live will call you on this number to discuss your vaccination in the coming weeks”
• An SMS is to be sent to the patient if they've not attended a particular dose appointment for 3 times or more.
A client will need to respond with ‘New’ more than 24 hours prior to their vaccination appointment in order to reschedule their appointment. If a client responds with ‘New’ less than 24 hours prior to their vaccination appointment their appointment will remain unchanged. Quick Reference of Scheduling Request Status Points
Status Point Summary
None If you are drafting and saving a request, but not yet ready to have your list created, then use ‘none’.
New Request New request to be picked up by the background client selection job that runs every 10 minutes.
Preview Ready Preview of clients for scheduling ready.
Book Appointments Ready for appointments to be booked by the automated background job that runs every 10 minutes.
Appointments Created Appointments booked and SMS sent to all those with mobile numbers recorded.
Needs Review Review of the request is required as one or more issues have been identified.
Request Cancelled Request cancelled.
5 Viewing Appointment Lists and Status Updating There are two main ways of viewing appointments lists that will now be looked at in turn: 1 Reports 2 Vaccination Appointments Tab
Reports Customised reports can be used to identify the appointments that have been scheduled for a particular Vaccination Centre. Existing reports can be saved by each individual into their own private folder by navigating to the report, selecting the right dropdown arrow and [Save As] to launch the dialog below and saving a copy of the report into their Private Reports folder:
Examples of reports that can be copied and edited according to the needs of the site are as follows: Vaccination Appointments by Site https://hsecovax.lightning.force.com/lightning/r/Report/00O09000003eb4vEAA/view Vaccination Appointments by Time Slot https://hsecovax.lightning.force.com/lightning/r/Report/00O090000041M2WEAU/view Vaccination Appointments Tab Select the [Vaccination Appointments] menu item:
This opens the Vaccination Appointments tab. Select the settings wheel and click on [New].
Select the filter icon, select “All vaccination appointments” and [Done]. Add any additional filters required (for example, by Vaccination Centre) and then click on [Save]:
An example customised Vaccination Appointments view is depicted below.
The Refresh button can be used to update the details on screen to the most recent. This list can be used to identify clients as they arrive. In addition, when the user hovers over the Status field, a pencil icon appears:
Person Account View – Vaccination Appointments The appointments associated with each individual person account can be viewed within the Related tab, as shown below.
Clicking on the Appointment Number launches the Vaccination Appointment screen from where more details about that specific appointment can be viewed.
Vaccination Appointment Status Points This can be clicked to update the appointment status as required directly from the list. The possible status points are described below. Appointment Status
Reason(s)
Scheduled Appointment was scheduled
Attended (1) Client arrived to the clinic reception and status manually changed by reception staff member.
(2) Client has been vaccinated (system automation where Dose 1 or Dose 2 was administered in the past)
Unable to Admit
(1) Insufficient proof of identity (manually recorded against client record) (2) Failed wellness check (needs rescheduling) (manually recorded against
client record)
Not Attended • Client selects to cancel or reschedule the vaccination within the Client Portal (applicable when Portal functionality is released)
• Client withdraws their consent • Client calls to the Call Centre to cancel or reschedule their appointment • Cancellation by HSE owing to various reasons such as vaccine/staff
6 Administration of Existing Requests and Appointments Editing a Scheduling Request
• A Scheduling Request can be edited when the status is “None”, “New Request”, “Preview Ready” or “Needs Review”. It is locked and cannot be edited when it has another status point.
• Editing can be done by (1) Selecting the [Edit] dropdown menu item to the right of the relevant entry on the Scheduling Requests screen or (2) clicking on the request name on the Scheduling Requests screen and then selecting the [Edit] button.
• It is only possible to edit your own Scheduling Request records. If you try to edit that of another user, the following message is displayed:
• Only a small number of users designated as system administrators (for example, the CoVax Team) can edit the requests of other users.
Cancelling a Vaccination Appointment To cancel an existing vaccination appointment: • From the [Scheduling Requests] menu item, select the [New] button. Select the option [Cancel
Scheduling Request] and click next. Choose the option Cancel Appointments in the ‘Status’ field, enter in the Vaccination Clinic, Start Date and End Date, Vaccination Schedule and Minimum and Maximum Age.
7 Public Portal • Vaccination appointment status and appointment details are available on the Public Portal.
• On initial registration, the Status will be “Awaiting Appointment”. • When the vaccination appointment is scheduled, the appointment details will be visible. • A client can request a reschedule or cancellation of their appointment. You can watch video demos of how the portal registration flow, rescheduling, cancelling, and how consent works via Module 4 on the Training Site: https://www.hse.ie/eng/health/immunisation/hcpinfo/hsecovid19vms.html
