Simple guidance for Company Representatives, Company POCs, Appointment Persons, HPOCs and hospital gatekeeping teams.
CABS supports hospital governance, but it must remain practical, simple and aligned to real hospital operations.
Click a topic below, then click each question button to open the answer.
CABS is the CRICE Appointment Booking System. It helps representatives request and record appointments with hospital staff in a standard way.
CABS = permission and planning for legitimate business access.
QR scanning = actual attendance record.
CABS does not replace the CRICE check-in and check-out process. Representatives must still scan in when they arrive and scan out before they leave.
CABS must support hospital governance, but it must not disrupt hospital operations.
Clinical care, theatre workflow, emergencies, trauma cases, urgent technical support and hospital operations always come first.
Where a CABS booking is not practical, the CRICE scan-in process is integrated with CABS and will still capture the visit. The representative will be prompted to provide the reason for the unscheduled visit and product details.
Company Representatives with a valid CRICE Digital Access Card should use CABS for planned hospital visits where a booking can reasonably be made.
Examples include product detailing, product demonstrations, theatre case support, product training, workshops, consignment stock counts, equipment installation, equipment servicing, equipment maintenance, equipment troubleshooting, equipment repairs and other approved clinical or technical support activities.
No. CABS captures the appointment process electronically, but representatives should still communicate as they normally would where necessary.
If a representative would normally call, email or follow up with a surgeon's rooms, receptionist, theatre contact, pharmacy, department or Appointment Person, they should continue doing so.
No. Making a CABS booking does not, by itself, mean that access has been approved.
CABS is used to request and record the appointment. The correct Appointment Person should accept or otherwise confirm the appointment.
The simple question is:
Permission means the representative has a legitimate business reason to enter the facility and has engaged the appropriate hospital person or department linked to that visit.
Examples include theatre case support requested by the surgeon or theatre team, permission from the applicable theatre person to host a tearoom session where doctors may come in and out, product training approved by the relevant department, equipment maintenance requested by the hospital, consignment stock count approved by pharmacy, or a meeting confirmed by the relevant Appointment Person.
For planned visits, appointments should be requested at least 5 working days in advance where possible.
This is not a rigid rule for short-notice theatre work, emergencies, trauma, urgent technical support or after-hours support.
As a practical example, a theatre case allocated approximately 1 to 2 days before surgery may be treated as short-notice. In that case, the representative does not need to make a CABS booking. They must scan in and answer the unscheduled visit questions.
Yes. A company office or coordinator may assist with booking appointments.
CABS can be accessed on the online platform at new.cricecams.com or through the CRICE mobile app. It does not have to be booked only on the cellphone app.
However, the booking must be made while logged in as the specific representative who will actually visit the facility.
This is important because the booking must match the person who will attend, scan in and scan out using their own CRICE Digital Access Card.
Yes. Each representative must use their own CRICE login, own Digital Access Card and own QR scan record.
Representatives must not share logins, access cards, screenshots or credentials.
The CRICE record must always reflect the actual person who entered the facility.
The Appointment Person should be the hospital person who normally requests, confirms, approves or grants permission for the representative to be present.
In simple terms: use the same person who would normally give permission outside CABS.
CABS does not change the hospital's normal authority process. It captures that process electronically.
Use the person who is practically positioned to confirm that the representative is required.
For theatre cases, this may be the surgeon, the surgeon's receptionist, theatre contact, department contact or another hospital person who normally confirms that the representative is required.
Where the surgeon's rooms manage bookings, it may be better to insert the surgeon's receptionist email and call them to request that they accept the CABS appointment if there is no response.
The representative should do what they would normally have done before CABS.
They may call, email or follow up with the Appointment Person, surgeon's receptionist, theatre contact or relevant department and politely remind them to accept the CABS appointment.
If approval is given verbally, by email, WhatsApp, telephone or another normal hospital communication method, the representative may attend.
When scanning in, the representative will be prompted to explain why there is no accepted CABS appointment. They should state the situation clearly.
No. A pending appointment does not automatically mean access is denied.
If the representative has obtained approval by another normal communication method, they may attend.
At scan-in, the system will prompt them to provide the reason for the unscheduled visit and product details.
If the booking is declined, the representative should not attend that appointment unless the hospital gives separate instruction outside CABS.
When declining, the Appointment Person may provide a reason and, where applicable, propose a new date or alternative arrangement.
The representative should review the reason, communicate with the hospital where needed, and make a new booking if appropriate.
The representative should have entered the person who is actually authorised or practically positioned to confirm the representative's presence.
If there is a discrepancy or disagreement between hospital staff, this must be resolved outside CABS through normal hospital communication.
CABS should not become the place where operational disagreements are debated. The parties should resolve the issue practically and correct the CABS approach going forward.
While everyone is becoming familiar with the system, representatives, company POCs, Appointment Persons and hospital teams should assist each other, explain the process, and work collaboratively.
Yes, theatre support is included in CABS.
However, theatre support is different from a normal planned sales visit. Theatre lists change, representatives may be allocated late, cases may run long, and emergencies may arise.
Where theatre support is planned in advance, use CABS.
Where theatre support is short-notice, urgent, after-hours, emergency-related or allocated approximately 2 days or less before the case, the representative does not need to make a CABS booking. They must scan in and complete the unscheduled visit pop-up questions.
The representative must scan in and give a clear reason when prompted.
The representative must also capture the relevant product, product family or NAPPI information where available.
That can be treated as short-notice.
The representative does not need to make a CABS booking purely to satisfy the system. The representative must scan in and state the reason clearly when prompted.
No change to the old booking is required.
The new representative must scan in using their own CRICE Digital Access Card. The system will prompt them to provide the reason for the unscheduled visit.
The CRICE record must always reflect the actual person entering the facility.
If the time changes but the date remains the same, there is no need to amend the CABS booking.
The representative should follow normal hospital communication and scan in and out as usual. The actual attendance time will be captured through the QR scan-in and scan-out record.
If the date changes, a new CABS booking should be made where practical.
There is no need to cancel or amend the old booking if the representative does not attend on the original date.
No. CABS is secondary to hospital operations.
Urgent hospital needs, trauma support, emergency support, after-hours assistance, weekend support, public holiday support and urgent technical support must not be delayed because of CABS.
The representative must still scan in and scan out. At scan-in, the representative must complete the unscheduled visit questions clearly and accurately.
No.
The 15-minute slot is a booking slot. It does not mean the system tracks the representative minute by minute, and it does not mean the representative is automatically non-compliant if they stay longer.
Representatives may run late. Appointment Persons may run late. Theatre cases may take longer than expected. Training sessions, workshops, servicing or stock counts may naturally take longer. Unanticipated events may occur.
The CRICE system is not tracking representatives in real time. If it was tracking representatives, representatives would not need to scan QR codes.
Actual duration is captured by the check-in and check-out scans. CABS and scanning create different data points, which must be understood together in context.
One 15-minute CABS booking may be used where the longer activity involves the same person, same task and same purpose.
The representative must state the full expected duration in the Reason for Visit.
| Activity | How to capture it |
|---|---|
| Theatre case support with the same surgeon | State surgeon, number of cases and estimated overall duration. |
| Product training | State training topic, approved person or department and estimated duration. |
| Tearoom training session | State that the session is approved, where it will take place and estimated duration. |
| Workshop | State workshop purpose, approved person and expected duration. |
| Stock count or consignment review | State pharmacy or department contact and expected duration. |
| Equipment installation, servicing, maintenance or repairs | State equipment or service request and expected duration. |
Actual duration will still be measured through the CRICE check-in and check-out process.
A single booking should not be used to cover multiple unrelated meetings.
For example, one booking should not be used for a pharmacy stock count, a theatre product demonstration, a separate meeting with procurement and an unrelated doctor visit if these are different purposes with different Appointment Persons.
Yes, where the representative is supporting the same surgeon.
A single surgeon may be doing several cases involving different patients and different procedures. If the representative is supporting the same surgeon during that theatre session, one 15-minute booking may be made.
The Reason for Visit should state the number of cases and estimated duration.
This approach may be revisited as CABS becomes more established and users identify simpler ways to manage theatre workflows.
Where practical, separate bookings should be made for different surgeons.
However, if the situation becomes short-notice, urgent or operationally difficult, hospital operations must not be delayed. The representative must scan in and explain the reason clearly in the unscheduled visit pop-up.
Tearoom sessions may be treated as product training, product detailing or another approved training/detailing activity, depending on the purpose.
The representative should make one 15-minute CABS booking with the applicable theatre person, department contact or Appointment Person who approved or permitted the tearoom session.
The Reason for Visit should explain the full session.
The representative does not need to list every doctor who may walk in and out of the tearoom. The focus is on the approved training activity, the applicable theatre or hospital person who gave permission for the session, and the legitimate business purpose for being there.
That is acceptable.
Doctors, anaesthetists and other healthcare professionals may move between theatres, wards and facilities. The representative may not always know exactly who will attend.
The CABS booking should focus on:
The doctors or staff who come in and out can be treated as attendees to the approved activity.
The exact list of attendees does not always need to be known in advance for approved group training or tearoom sessions.
The representative should capture the approved activity, approved location, approving person or department, topic and estimated duration.
If the CRICE CAMS app appears to hang, buffer or delay after clicking Book, please avoid clicking Book repeatedly if possible. Give the system a short moment to process.
If two bookings are accidentally submitted for the same Appointment Person, same facility, same date and same time, there is no need to delete one. The calendar invite is for the same date and time and will not appear as a double booking on the Appointment Person's side.
The representative may simply continue with the appointment process and wait for the Appointment Person to accept the booking.
If the duplicate bookings are for different dates, different times, different Appointment Persons or different facilities, the representative should follow up through normal communication or contact CRICE support for guidance.
At this stage, access is not automatically denied only because a CABS booking was not made.
The representative will be prompted to provide:
Everyone is still becoming familiar with CABS: hospital staff, representatives, gatekeepers and company POCs. The expectation is cooperation, not punishment.
Repeated failure to use CABS for clearly planned visits may be reviewed once the process is properly understood and embedded.
The representative should capture the best available information.
If the exact implant or NAPPI code is not known before the procedure, the representative may capture the product family or product description.
As CABS develops, more practical product capture options may be added.
Yes. Always.
Even if a CABS booking was made and accepted, the representative must scan in on arrival and scan out before leaving.
This is mandatory because the QR scans create the actual attendance record.
The USN code is a once-off verification process.
It can be completed at any participating facility during the representative's first check-in scan. It verifies that the uploaded profile picture matches the person presenting at the hospital.
After the USN is accepted, the representative should log out of the CRICE app and log back in to lock in the Digital CRICE Access Card.
The representative should check that:
The representative should also check the My Status tab.
Representatives may access both systems until 15 July 2026, but CABS is only available on the new CRICE CAMS system.
CABS bookings must therefore be made on the new CRICE CAMS system at new.cricecams.com or through the new CRICE mobile app.
No. Appointments already arranged before the CABS process do not need to be recaptured.
For example, if an appointment was already scheduled for 20 July, the representative does not need to create a new CABS booking for that existing appointment.
The representative should scan in on arrival and answer the pop-up questions accurately.
No.
Blacklisting is a restricted hospital governance function. It is not intended to be used while representatives and hospital staff are simply learning the new CABS process.
Blacklisting may only be considered for serious or repeated non-compliance, unauthorised access, misrepresentation, serious conduct issues or breach of hospital access requirements.
Only the Primary HPOC may blacklist a representative, and the required hospital approval process must be followed.
Reasons must be documented and traceable.
The representative may be blocked from making CABS bookings for that facility.
The representative may also receive an Access Denied message when scanning in at that facility.
The relevant hospital gatekeepers may be notified.
Yes, definitely.
CABS will continue to improve as representatives, company POCs, hospital users and gatekeepers become more familiar with it.
This is a shared system. It belongs to the practical hospital environment and to the people who use it every day.
Representatives and companies are encouraged to provide ideas, feedback and suggestions. The goal is to make CABS safer, simpler and more useful for everyone.
With collaboration, patience and practical support.
Hospital staff, representatives, company POCs, gatekeepers and CRICE users are all getting used to the enhanced system. Questions and practical challenges are expected during implementation.
All stakeholders are encouraged to help each other, share practical examples, educate new users, and provide suggestions to improve CABS.