Omni Consultation Forms - Custom Questions and Settings

The settings for Omni Consultation Forms can be used to configure how and when your patients are able to leave requests for your staff, as well as how notifications are displayed when requests are received

By accessing the Service Delivery Console you can add, remove and edit the questions presented to your patients to best suit your practice needs

This Help Guide covers the following:

To manage your Settings for the Omni Consultation Forms and access the link for the Web Forms, navigate to the Service Delivery Console Advanced Tab

From here, select Manage Forms

The available Form Types are displayed on the next page. Select the Form you wish to proceed with by clicking Configure Form

Once opened, you can manage the configuration of your chosen Form from the options presented to you

The URL for the Online Form is located at the top of this page. Click Copy URL to

copy this to the clipboard

You can also choose the name for your site that is displayed in the heading of the Form, by entering it in the Form Display Name. Please note that this is limited to 60 characters

You can also choose the Status of the Form by switching the toggle for Activate Online Form to On or Off

When set to off, the Online Consultation Form will not accept responses

To make change to the days that the Online Forms are accessible, Select from the following options:

Alternatively, use the tick boxes to manually select the days required

You can also set the times that the Online Forms are accessible between using the From and To fields in Active Times

To set the accessibility of the Form over English and Welsh Bank Holidays, tick the box. When ticked, patients will not be able to access the Form on these dates

If a patient attempts to access the Online Form at a time that you have set it to be inaccessible, they will see the below message

When a Form response is closed, it is held until the Data Retention Period is over. As default, this is 24 hours

To change the length of the retention period, use the Configure Submission Data Retention Period dropdown to select how long a submitted forms data is held in the system after it has been triaged, from 24 hours up to 2 years

If you are reducing the retention period, please be aware that any responses older than the new period will be deleted. If doing so, the below warning modal will display

When you are happy with the changes, click Save

To change, add or remove the questions presented to your patients via your Voice Agent and Web Form, navigate to the Service Delivery Console Advanced Tab

Click Manage Forms

Choose the form type you wish to make changes to and click Configure Forms

The following information is provided to you in the table view:

Click the pen icon to open the form settings

Click on the Form Behaviour Tab

To change the Agent Voice, choose an option from the Voice Agent Selector dropdown

All of the current questions will then be displayed for you to view. To edit an existing question, click the one you wish to amend

The question will then be displayed in edit mode. To make changes to the question, type your required wording in the Question box

The Question Description can also be amended to show your custom wording. Please note: this is for Online Forms only

To make a question optional, click the toggle at the bottom of edit mode

To delete a question, click the Delete icon at the bottom right hand corner

To add a new question to your form, hover over the location you want the question to be and click the + icon

To revert the Form back to the original question set, click Reset to Default

Once reverted to the original, you will lose your custom questions. This action cannot be undone. If you wish to continue, click Reset to Default again on the following warning modal

To preview your customised questions, scroll to the bottom of the page

To receive a call to preview your custom questions via the Voice Agent, enter your number and click Make Preview Call

To preview your questions via the Web Form, click Preview Form. Doing this will open the web form in a new window

Once you're happy with your changes, click Save and Publish to set them as live

Via the Phonebar, you can configure the settings for Forms notifications

Click on your initials on the Phonebar, and click Settings

This will open up the Phonebar Settings modal. Click on the User Preferences to open up the settings area

Underneath Notifications on Phonebar, you can choose which Communications Window tab notifications display

When the toggle for these settings is set to On, you will be notified of new items via an orange notification dot on the Communications Window icon on the Phonebar

When the Forms Email Notification is set to On, every time a response is assigned to your User you will be notified via email

To stop receiving these notifications, change the toggle to Off