This guide takes you through the following:
What is Patient Callback
Setting up Patient Callback in X-flow
Accessing Patient Callback
Loading your call flow
Customising Patient Callback
Recognising Patient Callback call on the User Console
Patient Callback Report
Step by step guide
What is Patient Callback
Setting up Patient Callback in X-flow
Accessing Patient Callback
Log in to Surgery Connect - sso.x-onweb.com - with your NHS email address and Surgery Connect password
Or, Navigate to the X-flow Console
Don't forget - if you are already logged into a Surgery Connect console, you can navigate to any other console quickly by using the Menu, next to your initials
Or; Click on the arrow in your toolbar to see the hidden icons
Right click on the Surgery Connect Logo and select Launch Consoles. This will open up the selected console in a new window for you
X-flow will open to an empty workspace
Loading your call flow
Click Load
Choose the call flow you want to see the details of (Normally your main number)
This will open your chosen call flow
Customising Patient Callback
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
To access the activation and configuration options, double click a Group and select the Patient Callback tab
To turn Patient Callback on for the selected Group change the Mode to Voluntary
Mode
Off = Patient Callback inactive
Voluntary = Choice of Patient Callback offered to caller in queue when the Threshold is met
Set your Threshold
The Threshold setting defines when the Patient Callback feature is offered. This can be set as required but please be aware -
The lowest setting is currently 4 this will be reviewed and could possibly changed to improve efficiency of the feature. We recommend 10
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)
With the Patient Callback, Properties tab selected, click on Show Advanced
Set the number of callback Attempts (chose a maximum number)
Once the maximum number of callback attempts have been made, the callback failed SMS will be sent to the patient if possible
Set the Delay time between Callback attempts
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
Activate Send SMS
To activate SMS sending as part of the Patient Callback feature, choose Yes or No from the Send SMS dropdown
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, and when it is cancelled by the Reset Time setting
When you are happy with your changes, click Save
Your Group will update and you will see that Patient Callback has been activated for that group
When you have made any change to your call flow the undeployed version warning will display, and the Deploy button will now be green
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
Deploy your call flow. Click on the blue Deploy button
You will be notified when the call flow has been successfully deployed
The Deploy button at the top right hand side of your workspace will now be grey and the undeployed version warning will have gone
Recognising Patient Callback call on the User Console
You can identify Patient Callback calls through the User Console
Log in to Surgery Connect - sso.x-onweb.com - with your NHS email address and Surgery Connect password
Or, Navigate to the User Console
Don't forget - if you are already logged into a Surgery Connect console, you can navigate to any other console quickly by using the Menu, next to your initials
Or; Click on the arrow in your toolbar to see the hidden icons
Right click on the Surgery Connect Logo and select Launch Consoles. This will open up the selected console in a new window for you
With the User Console open, look for the Callback Icon in your call list
To check that a callback has been made search for the identified callback number in the search bar
The example below shows you a Patient Callback requested and made
8.29 the callback was requested (initial call shows abandoned - this is while it connects to the callback queue)
8.30 call added to the Patient Callback (callback icon)
8.31 call reaches the front of the queue and patient is called back by the team member
Duration - By looking at the duration bar, you can see how long the call was in the queue for (dark red bar)
If a Patient Callback has failed you will see each failed attempt
in this example, Patient Callback was set to try the caller three times before stopping
Patient Callback Report
Log in to Surgery Connect - sso.x-onweb.com - with you NHS email address and Surgery Connect password
To generate a report from the Reports portal go to Reports
Select Group Reports, then Patient Callback from the left hand menu
Choose your Report fields
Single group or multiple groups can be selected
You can generate the report By Day or By Hour
When selecting your date you can use set periods or select a Custom Range
When you are happy with your selection click, Generate Report
The report is generated on your reports screen
You can Export your report as a CSV file
Report Column Name | Explanation |
Hour/Day | The report can be by hour, or by day |
Calls When Patient Callback Active | Patient Callback only becomes active when your parameters are met - this tell you how many calls your received overall when those parameters were met |
Calls Handled by Patient Callback | Patient Callbacks requested (in that hour/day) |
Callbacks Made | Patient Callbacks made (in that hour/day) |
Callbacks Accepted | Successful callbacks (in that hour/day) |
Callbacks Rejected | Callback rejected |
Callback Attempts Exceeded | Calllback where the attempts were exceeded - not answered |
Queue Timeout | Callback cancelled due to closure times |
Callback Reset |
|
Caller Rang Back In | Caller rang back in before callback attempted |
Caller Rang Back in - Rejoined Queue | Caller rang back in before callback attempted and re-joined the queue |
Caller Rang Back in - Hung Up | Caller rang back in before callback attempted and hung up (stayed in callback queue) |
Caller Rang Back in - Cancelled | Caller rang back in before callback attempted and cancelled the callback request |
Total time in virtual queue | Total time all calls in that hour/day were in the virtual queue |
Avg time in virtual queue | Average time each call in that hour/day was in the virtual queue |
Total Time in real queue |
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Avg time in real queue |
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