Care requests

The coordinator receives a request for a patient and records its subject, requested units, patient reference and consent reference. The practice and provider links make the scope clear to the next reviewer. A revision records which version is being considered.

A request can move from Requested to Review after the coordinator checks the person, provider and consent reference. The reviewer sees the current revision before deciding. Later, the same request follows Authorized, Scheduled and Attested, with a declined or cancelled path when appropriate.

• Source. The coordinator checks the practice, owner, provider and requested units against the source request. A change to any of these details needs a new review of the current revision.
• Decision. The Authorized Clinical Reviewer decides on the scoped request; the coordinator checks the resulting status and receipt before arranging care.
• Follow-up. Keep the same record number and operation key when a response is uncertain. The Operations Manager checks the actual result before anyone repeats the action.

Agree how staff identify the source request, how consent references are checked and who owns a request when a provider changes. Decide how a practice identifies its organization and which provider relationships may receive a request.

Confirm which team member can act for the practice and how staff check the current revision. Rehearse a changed case with the person who receives this handoff.

Choose a real request that changes scope. Compare the original revision with the plan and decision. Confirm that a retry refers to the same operation key, and that the request cannot silently acquire a new provider or unit count after review.

Have the next person open the linked request and explain what changed, who decided, and which evidence supports the current state. Repeat with a stale revision; the team should return to the current record before acting.

For the pilot, compare the request before and after professional review. The coordinator should see the provider and requested units that were presented to the reviewer, along with the current owner. If those details change, make the new revision visible before anyone schedules service.

• Care Requests In Flight — Requests awaiting review, authorization or scheduling, with the owner and provider visible.
• Care Requests Attested — Completed requests with their attested dates and provider links.

See the process and implementation steps for a rehearsal that includes a changed revision and an unresolved response.