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
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