What is Personalised Call Routing?
With our advanced call routing feature, each patient calling your surgery can be seamlessly directed to the most appropriate resource based on their specific needs
By implementing intelligent call routes, practices can ensure that urgent cases are automatically prioritised, while routine inquiries are efficiently handled
By personalising the call routing process, your patients can experience shorter wait times, receive pertinent information and improved access to relevant teams
How to use Personalised Call Routing
Personalised Call Routing allows surgeries to route specific patient telephone numbers
Surgeries manage their number list by uploading it as a CSV file. This number list is then managed via a new Routing Block in X-flow
Surgeries can decide routing types such as;
Priority numbers which can be routed to a group, such as the Emergency Bypass Group
Numbers can be directed to another specific group
Numbers can be played an informational prompt message
Numbers that can receive an SMS with further relevant information
Ready to get started? See our Create Personalised Call Routing Guide
Call Routing Label on Inbound Calls
The routing type for an inbound call is displayed on the inbound call window on the Phonebar
Things to Consider
Patients can be routed at any point in your call flows in X-flow, for example after a Menu
Patient numbers can be added to multiple routing blocks, they can only have one routing type within each block
Sometimes, patients may call for a different reason and therefore should be given the option to talk to staff
Examples
Below are examples of some of the routing options available and why they might be used for Personalised Call Routing:
Wild cards can also be used to identify geographical location
Clinical Safety Considerations
Surgeries can choose to route patient numbers to various outputs subject to adequate clinical safety considerations
Surgeries should ensure that their Business Processes are updated to reflect any additional monitoring requirements
Reporting on Personalised Call Routing
Reporting on this feature is available to allow you to track usage. The Personalised Routing Report is located within the Feature Reports section of the Reports Portal
The data for this Report will react to how many routing blocks have had activity. Routing Block totals are displayed at the top of the page, and Call by Call data is displayed below this. You can export the Call by Call Activity as a CSV File via the Export button
For more information on the Personalised Call Routing Report, see our Feature Report Guide here