Omni Consultation Forms - Managing your Forms

All submitted Online Consultation Forms can be accessed via the Forms tab in the Communications Window

The 4 stages of the triage process are displayed by the following tabs at the top of this window:

New responses are held in the Waiting tab, and are notified by an orange notification dot along the left hand side. The method and time of the submission is also displayed in this column

Click the item to view the full response in the right hand side display

When you open an item in the display, it automatically gets assigned to your User. When other Users in your practice view the responses, they are notified of this, and the item is only accessible in View Only mode, to prevent duplication of work

If you do not wish to be assigned to the response once you have opened it, right clicking on the item in the left hand side display allows you to Mark as Unread and Unassign

At the top right hand corner of the Forms Tab, there is a button to create a new form. This can be done on behalf of the patient - for example, if you wanted to create a response for them whilst they were on the phone

Once a response has been opened, full details are displayed in the right hand side. The Response Details banner provides the Patient Details, along with the method of the submission, which will be either:

If the response was submitted via the AI agent, the patients telephone number is displayed, along with click to contact options should you wish to call, SMS, or video call

When a response is created via a web form, there is no telephone number displayed. for all responses, the assigned patient is displayed. Clicking on this opens the patient record in the clinical system

Under this, the response is displayed. For responses that were generated via the Web Form and User, only the response content is displayed

The content of the response can be copied by clicking the Copy icon

For responses that came through the AI Agent, both the Response and Transcription are shown in their respective tabs. The call recording is also available to listen to via the Response Audio media player

Responses generated from the AI Agents will also show the Call Sentiment, which is generated by AI and measures the tone of voice when a patient leaves their responses

Next to the Sentiment there are Thumbs Up and Down icons, so you can rate the accuracy of the sentiment if desired

The Thumbs icons on the response content can also be used to rate the accuracy of the response generated from the AI Agent

The Action Response area allows you to progress each response through your processes and keep a clear log of the activity that takes place for each item

When a new response is available in the Forms tab, its Status is automatically set to Waiting, to match its location under the Waiting tab

The Priority and Severity fields will be undefined to begin with. Once opened, this response automatically becomes assigned to your User

To set the Priority and Severity, click the dropdown for the relevant field and choose from the following options:

If you need to assign the response to another User, click the Assign dropdown and select an individual from the list. Their availability within the Surgery Connect system is denoted by the coloured dot next to their name

Once you have assigned a response to another User, they will be notified via email

You can add any supporting comments for each response in the Comments box. Once you have entered a comment, the Cancel and Save buttons appear. Please note: comments are limited to 100 characters

Once the comment has been saved, it is displayed underneath alongside your User name and Date/Time it was added

Comments are displayed newest to oldest as default. To view the oldest comments first, click the filter icon in the right hand corner

To change the Status, select either Waiting, Triaged or Closed from the dropdown

This dictates the tab that this Response is then stored in

The Activity log displays all changes that have been made to each response, including:

Once the Status of a response is set to Triaged, its location will be changed to the Triaged Tab

Once a response is in this tab, you are able to assign SNOMED codes to it via the Action Response area

Click Select Codes to open the SNOMED Code Modal

Click into the SNOMED Code box to bring up a list of the available codes. To locate a specific Code, either scroll through the list or begin typing to narrow down the search results

Once you have selected a code you can add a comment or observation in the box below, if required

Click Add Code to assign the SNOMED Code to the response

Once assigned, the Codes are displayed in the modal, with supporting comments in italics. You can add up to three Codes for each response

To remove a code from the response, click the bin icon

Once SNOMED Codes are assigned, this is shown in the Action Response area

The addition/removal of the Codes is also displayed in the Activity Log

When a response is stored in the Triaged Tab, it can also be saved to the Clinical Record. To do this, click the tick box confirming that you accept that the content generated by the Voice Agent is accepted for use

Then click Save to Record

Once the response has been saved to the record, a confirmation box appears notifying Users of this

When patients have begun to submit a response via the AI Agent and not completed it, the partially completed response automatically gets added to the Incomplete Tab. Once a response has been added, an orange notification dot displays against the tab

A banner is displayed at the top of the response to confirm that it is incomplete

The patient information is displayed at the top of the tab, along with their phone number, so that contact can be made to the patient to gather the rest of their response or check if further assistance is required

The Response will only display the content that was gathered from the patients call. Unanswered questions are left blank

Users can be assigned to Incomplete forms, and comments can also be added to these items

If you choose to contact the patient off the back of the incomplete response, you can complete a new Response on their behalf when you do so by clicking + Create New Form

Once a response Status has been set to Closed no further changes can be made to it. When selecting Closed as the status of a response, you will be asked to confirm that you wish to make this change by clicking Set Closed Status

Once saved, the ability to edit the Action Response is not available, and the functionality is inaccessible

Responses will be kept in the Closed tab for a period of time defined by the Data Retention Period you have set. As default, this is 24 hours, but can be changed via the Service Delivery Console Advanced Tab

Once the response has passed the Retention Period, it will be permanently deleted. If you wish to keep a response regardless of your Retention Period, click the Save button

Once a response has been saved, it is displayed in the response list on the left hand side of the tab with a saved icon against it

To Delete a response before the Retention Period is over, click the Delete icon.

Please note: this is a permanent action, and cannot be undone. You will be asked to confirm before the response is deleted

You can use the Search bar to locate specific items in the Forms window, or utilise the Sort and Filter buttons to find what you're looking for

The Search bar searches by patient phone number and the Online Submission method only

By default, responses are shown by order of Date and Time, newest to oldest. By clicking the Sort icon, you can instead choose to sort the responses by:

When selecting Time Received, you can choose to display the responses by Newest First or Oldest First

When selecting Priority, you can choose to display the responses by Highest First or Lowest First

By clicking the Filter icon. you can choose to display specific responses, narrowing down the items shown to you

Once clicked, a Filter modal will open, where you can choose to filter by:

By clicking Assigned to Me, you can choose to only display items that are assigned to your User

Click on a Filter to select it. You can choose one filter from each section to further narrow down the responses shown to you

Once a filter has been selected, it will turn blue to reflect this. To remove the filter, simply click it again to turn it back to white