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?

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

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