How do I configure my Patient Callback?
Patient Callback is a fair and intelligent queue distribution, ensuring callers receive a call back from the surgery when their call would have ordinarily reached the front of the queue without them having to stay on the phone
The are no additional admin overheads for Patient Callback. When staff answer a Patient Callback call they are connected automatically to an outbound call to the patient
This feature saves the patient the money they would have spent on the call queuing and then speaking to a staff member
Patient Callback is configured by surgeries via X-flow, specifically via the Group Properties Block and the Patient Callback Block
This guide will take you through all how to configure Patient Callback
What are you looking for?
What are you looking for?
Step-by-step guide
Accessing Patient Callback
Either via X-flow or the Service Delivery Console, load your call flow
Step 1:
Load your call flow, click Load
Step 2:
Choose the call flow you want to see the details of (Normally your main number)
Step 3:
This will open your chosen call flow
Step 4:
Within your call flow, any blocks that have an orange banner are Groups, this is where the Patient Callback activation and configuration can be set
If Patient Callback is already activated on a Group, it will appear as PC: On
If you have also turned on the QPOS webpage it will appear as PC: On (QPOS)
Step 5:
To access the activation and configuration options, double-click a Group and select the Patient Callback tab
Patient Callback Properties
Mode
Off = Patient Callback inactive
On = Choice of Patient Callback offered to a caller in the queue when the Threshold is met
Queue Position SMS
To send a free SMS to the patient detailing their Queue Position via a webpage link turn the Queue Position SMS to On
The queue position webpage is configured in the Service Delivery Console via the Advanced Tab
You can also configure the webpage to notify your patients of key information or link to online resources
Configuration can only happen once the SMS has been turned On and the call flow deployed
See our Guide on Configuring the Queue Position Webpage here
Queue Threshold
The Threshold setting defines when the Patient Callback feature is offered
NOTE: if the Queue Length Threshold is not set Patient Callback cannot be activated
Queue Length Threshold
You can decide whether to set a queue length threshold for the patient callback to be offered to callers based on the number of callers in the queue. This can be set as required but please be aware - the lowest setting is currently 4 (this will be reviewed and could be changed to improve the efficiency of the feature)
Do not set it too low! You do not want the feature to be offered only for the caller to book a callback, end their call and then receive the callback straight away
A rough rule is to set it no lower than double the number of staff you have answering the calls (if you have 4 Receptionists, set the threshold to 8 for example)
Queue Duration Threshold
You can decide whether to set a queue duration time for the patient callback to be offered to callers who have been waiting in the queue for a specified length of time
This is set via a dropdown offering 1 minute intervals between 1-20 minutes
These callers may have heard their queue position and decided to wait and this gives them another opportunity to choose a callback rather than continue queuing
NOTE: The Queue Duration Threshold must be set to a minimum of 1 minute but is usually set to a similar time frame to your Group Step-in threshold and requires the Patient Callback block to be added to the Playlist
Queue Position Announcement
You can decide whether to announce the Queue Position to the patient or withhold this information. The default is On so you need to select Off if you do not want your callers to know where they are in the queue
Patient Callback Advanced Properties
Patient Callback Attempts
You can configure how many times Surgery Connect will attempt to call the patient back, and set the delay between attempts, should the patient not answer a callback call
Step 1:
With the Patient Callback, Properties tab selected, click on Show Advanced
Step 2:
Set the number of callback Attempts
Once the maximum number of callback attempts have been made, the callback failed SMS will be sent to the patient if the SMS setting is switched on and the caller has booked the callback to their mobile number
Step 3:
When you are happy with your changes, click Save
When Patient Callback goes to a patient's voicemail
Your team may have a callback that ends up going to a patient voicemail, In this case the system will record it as a successful callback, and stop the attempts
It would be best practice for your staff member to leave a message stating that the callback was attempted, and to please call the Surgery again
Patient Callback Delay
There is a small delay between each Patient Callback, the default is 30 seconds. You may want to increase or decrease this delay
Step 1:
With the Patient Callback, Properties tab selected, click on Show Advanced
Step 2:
Set the Delay time between Callback attempts
Step 3:
When you are happy with your changes, click Save
Patient Callback Reset Time
Patient Callback holds a Patients place in the queue without them needing to stay on the phone. The reset time is the time that Patient Callbacks get automatically cancelled from the call queue
You may want to change this time to give patients more notice of the Patient Callback option ending
Step 1:
With the Patient Callback, Properties tab selected, click on Show Advanced
Step 2:
Change your Reset Time
Your reset time is the time that Patient Callbacks will be cancelled from the call group queue
To do this, think about the time your Group/Surgery closes and allow time (usually an hour) for patients to call in again if callbacks are cancelled automatically
If you have activated the SMS function, callers who have booked a callback on their mobile phone will receive an SMS if the callback fails (after the maximum number of attempts) or if it is cancelled by the Reset Time
The caller’s number is then given priority for their next call in and will be brought to the front of the queue if they call again later that day and join the same queue
Step 3:
When you are happy with your changes, click Save
Patient Callback Incomplete Calls SMS
You can configure Patient Callback so that it will send an SMS to the patient (if they called on a mobile device), if the callback failed on all attempts
Step 1:
With the Patient Callback, Properties tab selected, click on Show Advanced
Step 2:
Activate Send SMS
To activate SMS sending as part of the Patient Callback feature, choose Yes or No from the Send SMS dropdown
Step 3:
To configure the content of that SMS, edit the text box at the bottom. You have a limit of 160 characters
The SMS will be sent both when a callback has been through the retry process and has not been answered, or when it is cancelled by the Reset Time setting
Step 4:
When you are happy with your changes, click Save
Playlist
Step 1:
To access the Playlist, double-click a Group and select the Playlist tab. This will show you the current playlist set for this group
Step 2:
Select the playlist you wish to use for that group, or that you want to edit. The playlist name will now display
Step 3:
Click the Edit Selected Playlist button
Step 4:
Your playlist workspace will open
For existing customers, please note that the Queue Position announcement is now in the Group Properties block.
Therefore, please edit your Group Playlist and move the Queue Position Block to the end of your Group Playlist, as shown in the image above.
This will ensure that your patients do not hear their queue position twice in a row.
See our Guide to the Patient Callback Block here
Patient Callback Audio Prompt
When certain parameters have been met and Patient Callback is on for that Group, the patient will hear an audio prompt asking if they would like to receive a callback rather than waiting in the queue. You can change the standard wording of these prompts
Step 1:
Select the Introductory Prompt tab
Step 2:
If you are using Text to Speech for your prompt, you will see what the prompt currently says and can update it by typing into the Prompt Text window
NOTE: The prompt must always include "press 1" as this key press to request Patient Callback can not be changed
See our full guide on Text to Speech
Step 3:
When you are happy with your changes, click Save
Changing Prompts
After the prompt offering Patient Callback, there are several more through the caller's journey. You can change all of these prompts to personalise these for your Surgery
Step 1:
Select the Other Prompts tab
Step 2:
Here you will see the other prompts that you can edit. To edit each prompt, click on the blue Edit next to the prompt name
View Prompt Definitions
View Prompt Definitions
Selected Prompt - relates to the information given to the caller as and when they select to take the Patient Callback option
Caller Rejoin Prompt - is what is played should a caller ring back into the practice before their callback has been made
Caller Cancellation Prompt - is what is played when the caller cancels an existing callback when they ring back in before the callback is processed
User Whisper Prompt - is what the Receptionist hears when they answer a call th
Step 4:
When editing each prompt will have a description of what the prompt is used for at the top
See our full guide on Text to Speech
Step 5:
When you are happy with your changes, click Save
Save and Deploy
By configuring Patient Callback and making changes to your prompts to have altered your call flow
Step 1:
For each block, when you are happy with your changes, click Save
Step 2:
When you have made any change to your call flow the undeployed version warning will display, and the Deploy button will now be green
Step 3:
When you are happy with your call flow click on the green Deploy button
You will see the Deploy Call Flow pop up
Here you can type a description which can help you identify this call flow and any changes you have made
This is useful if you need to go back to an earlier version of your call flow, for example if you have added in a prompt, which will only be used for a specific time period i.e. a Flu Clinic message
If you are not ready to deploy the call flow at this point, use the Close button, to return and make further changes
Step 4:
Deploy your call flow. Click on the blue Deploy button
You will be notified when the call flow has been successfully deployed
Step 5:
The Deploy button at the top right-hand side of your workspace will now be grey and the undeployed version warning will have gone
For further learning about the Patient Callback feature visit our