Business Case: A Call Center needs to get access to Patient-oriented surveys to contact the patient once the survey is due or overdue and collect the data.

Details: This business case can be applied when you need to provide access to the patient-oriented task to the 3rd party organization, e.g. a Call center, and allow them to contact the patient to collect their data.
This can be achieved with the ‘Alternative assignee’ function, which makes the task visible to the Service provider defined and still can be completed by the main assignee.

• Main assignee: Investigator; Alternative assignee: Service Provider. Both Investigator and Service provider representative can see the task and complete it
• Main assignee: Patient; Alternative assignee: Service Provider. Everyone who has access to that task can complete it. Investigator sees the task within the Case, Patient can access the task through the Patient Portal and the Service provider representative can complete the request.

That's the case when one and the same task has two delegates at the same time: the main delegate and an alternative delegate. Assigning Service Provider as an Alternative Assignee means that Service Provider can assist the main assignee in completing the survey. So, both assignees have access to the task simultaneously

Key aspects:

• Service Provider can see, complete and edit only tasks assigned to them
• Service Provider can reassign the task to another Service Provider/Laboratory member if the task is not completed
• Service Provider has access to patients’ PI data.
• Alternative Assignee can’t access patient portal (no VIEW PATIENT PORTAL button in the task)
• Alternative Assignee can edit the answers given by the Main Assignee

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How to set up this access:

To make the setting enabled, you must select Delegate or Patient as a main delegate. In this case, the alternative assignee will be Service Provider by default (since clinician/investigator has access to the task anyway)

1. Go to the required protocol and switch to the required protocol version
2. Click the required survey
3. Switch on the toggle Alternative Assignee (and the sections for Alternative Assignee will appear)
4. In the “Provide Access after” field select the required option for making the task available for Service Provider. You can provide the access to the survey:

• immediately (the task will get available on the Due date)

• after the due date passed (the task will get available the next day after the Due date)
  ➢ If the main delegate completes the task before the due date, Service Provider will not get any tasks on their dashboard

• after all the reminders passed (after the last reminder passed, the task will get available the next day after the last reminder sent)
  ➢ If the main delegate completes the task before all the reminders passed, Service Provider will not get any tasks on their dashboard

5. Start typing in the “Search on Service Provider” field to search on the required Service Provider and select the Service Provider from the suggested list
6. Click SAVE to save the settings (or DISCARD to cancel the settings)

Alternative Assignee sees the Main Delegate in the task list

On the Task Detail Screen both delegates are displayed