Service requests

A ward requests access to a clinical service. The desk analyst records the requester, request type, service and due date. The manager reviews the submitted request before the fulfillment team starts work. An approved request can move into progress and then completion. Its completed date lets the manager compare the result with the original due date.

The request record contains the requester, service, request type, due date and completion date. The team agrees who handles fulfillment and keeps that responsibility clear during handoff. The completion workflow runs when a request is updated; the manager should inspect the resulting state and date rather than assume approval was automatic.

• Intake. The Clinical Service Desk Analyst records who asked, the request type, service and due date.
• Decision. The Service Manager reviews a Submitted request and records whether it is Approved or Rejected.
• Completion. Record in progress work and retain the Completed date for comparison with the original due date.

A rejected request remains a distinct outcome. A request marked Completed should carry the date that the work finished, so late work can be identified from the same record.

Agree which request types require manager approval and how the team will identify the person doing fulfillment. Set due dates according to the clinical area’s need, then verify that the requester and service references point to the right records. Define who can reject a request and who may mark it complete.

Use a Submitted request and a rejected request in the pilot. Test the completion update against both. Check that a rejected request is not presented as completed and that the due date survives later status changes.

Rehearse a ward access request. The analyst enters the requester, service and due date; the manager reviews it while it is Submitted. For an approved request, move the record through in progress to Completed and compare the completion date with the original deadline.

Have the requester confirm the result. If work is delayed, leave its current status visible and explain the next action in the team handoff. Check that the manager can distinguish a completed request from a rejected one.

Use the submitted queue to separate a new request from work already approved. The requester and service references should remain stable while the status changes. At completion, the manager can see whether the work met the due date and can ask the requesting area to confirm the practical result before treating the handoff as finished.

• Active Clinical Service Requests — Review the filtered records and choose the next action.
• Submitted Service Requests — Open related records before the handoff.

Follow the related process.