Users are required to be both Surgery Assist and Surgery Connect customers to be eligible for this feature
We have now introduced our Patient Callback feature into Surgery Assist. If self-serve doesn't solve the patients query they can request a callback directly without having to call the surgery, offering the patient a more convenient alternative to ringing the surgery
Patients can maintain their position in a virtual queue and will automatically receive a callback once it is their turn
What are you looking for?
What are you looking for?
The Staff Experience:
Patient Callback is implemented in all bots under the Contact The Surgery and the Main Menu sections, if you would like this changed please contact [email protected]
Configuring a Callback
The Patient Callback feature is available in the Advanced section of the Service Delivery Console, under Manage Surgery Assist
Select New Configuration or edit/delete a current one
You have the ability to configure:
Patient Callback toggle - Activate/Deactivate the URL, this will update immediately.
Note: If Patient Callback is deactivated, the callers currently in that queue will remain in the queue.
Configuration URL - to add a card in Surgery Assist whiteboard, a new URL will be generated with each new configuration
Webpage Display Name - on booking page
Active Days/Times
Group selection - e.g. reception, appointments etc
Patient Callback Position Webpage - dependent on group
Callback attempts - Configures how many times it will attempt to call the patient back, and the delay between attempts
Attempt Delay - in seconds between each Patient for the next callback
Callback reset time - is the length of time before the patient gets automatically cancelled from the queue
Any saved changes to the configuration will automatically update in the Digital Assistant
The Patient Experience
Booking a Callback
This feature works for mobile only, landlines and international numbers will produce an error
Patients can book a Callback with Surgery Assist by selecting continue on the initial emergency message, the option will be available in the Menu and the Contact the Surgery section. This can be tailored elsewhere if you would prefer
After selecting 'Request Callback', the patient will be sent a link that will direct them to the 'Book a Callback' page where the patient will be prompted to add their mobile number
After they have confirmed, an SMS is triggered to the patient to confirm their mobile number, they will need to click the link to be redirected to a confirmation screen
Once the patient confirms the callback they will be able to view their queue position on the webpage below and cancel the callback if they wish, this page can be configured in the SDC Advanced settings as described above
Expiry Window
If the link from the SMS is not clicked within 5 minutes it will expire and the patient will need to request another callback by repeating the process
Request Logic
In the instance where a user does not receive a message within the 5 min window they may request another callback
A patient can make a total of 2 requests in the 5 min window
If they make a second request within 5 minutes of the first, the system automatically cancels the first one. This means it's still counted as only one request toward their daily total
On a third attempt they will be presented with an error screen directing them to contact the surgery
Daily Limit
A maximum of 5 callback requests per patient each day
Reporting
This feature will continue to report usage statistics via the existing QPOS report in our Reports Portal
A new reporting metric for Surgery Assist has been introduced in Surgery Insights to capture Callback usage, SMS volumes and outbound call costs