Docman Letter Processing Protocol
📋 Overview
Standard workflow for processing incoming letters requiring patient action via Docman. Ensures consistent attempts to contact patients before closing documents.
🩺 GP Responsibility
Initial Action Required
You must review the document and forward it to the Reception Buddy for action.
Standard Patients
Forward to Reception Buddy for standard processing.
Vulnerable Patients
If the patient is vulnerable, you must follow the specific protocol below to prevent the document from being closed prematurely.
📞 Standard Patient Protocol (Reception)
The Receptionist will attempt to contact the patient over a three-week period.
| Timeline | Action | Details |
|---|---|---|
| Week 1 | Telephone Attempts | Attempt contact via telephone initially. If unsuccessful, try on two further occasions during the first week. |
| Week 2 | Accurx Message | If no contact made in Week 1, send an Accurx message asking the patient to contact the surgery. |
| Week 3 | Final Action | If no response to Accurx, post a letter to the patient. Annotate the document and close with no further action. |
💡
This protocol applies to all incoming letters unless marked as vulnerable.
⚠️ Vulnerable Patient Protocol
Process Variation
Vulnerable patients require GP intervention to ensure documents are not closed without clinical review.
GP Workflow
- Review the document
- Annotate the document clearly to indicate: “Return if no contact made”
- Forward to Reception Buddy
Reception Workflow
- Follow standard contact attempts (Phone → Accurx → Letter)
- Do not close the document if contact is not made
- Pass document back to the GP for a decision
ℹ️ Current Status
Backlog Information
Please be aware that there is a current backlog of documents awaiting processing, with items dated up to two months prior to receipt.