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Introduction
The Feature Reports provide a granular look at how specific automated modules and digital services are performing within your surgery such as Check & Cancel, Personal Call Routing and Queue Position Webpage. It allows management to track the efficiency of self-service tools, identify technical integration issues, and understand how patients are interacting with the system outside of direct staff contact
What does this Report Show?
Patient Self-Service Success
Integration Efficiency
Analyse Priority Routing
Digital Queue Engagement
What are you looking for?
What are you looking for?
Check and Cancel Report
Check and Cancel
This tab offers a high-level summary of your "Check and Cancel" service’s success rates and identification accuracy
What you can Measure
Identification Success Rates: Compare Exited Through "Identified" against "Not Identified" to see how effectively the system is recognising your patients based on their details
System Barriers: Use the Activity Overview - Patient Identification section to diagnose why patients might be failing to use the service (e.g., high counts of Invalid DOB Entry or No Patients Found)
Check and Cancel Activity
This tab provides a granular, call-by-call breakdown of every patient interaction with your automated Check and Cancel service
Patient Identification Tracking: Review individual calls to verify if the patient provided a Valid DOB Entry and successfully achieved a DOB Match to authenticate their identity
Appointment Interactions: Track the exact number of Appointments Found, Appointments Checked, and Appointments Cancelled during each specific call to monitor step-by-step engagement
SMS Confirmations: Identify whether a patient's interaction resulted in an Appointment Check SMS or Appointment Cancel SMS being sent to their device
Check and Cancel Stats
This tab provides a date-stamped log of activity, focusing on the volume of successful automated outcomes over time
What you can Measure
Staff Time Savings: Track Appointments Cancelled over a specific date range. Every cancellation recorded here represents a phone call that did not need to be handled by the front-desk team
Service Utilisation Trends: Monitor the Appointments Found vs. Appointments Checked to see if patients are successfully navigating the menu to find the information they need
SMS Confirmations: Review the number of Appointment Check SMS and Appointment Cancel SMS notifications triggered to track automated patient follow-ups
Check and Cancel Overview
The overview tab breaks down call volume by time-of-day
What you can Measure
Peak Demand Windows: Compare Weekday Calls 08:00 – 09:30 against the rest of the day to see if patients are using self-service during your busiest "morning rush" or later in the evening
Out of Hours Usage: Monitor Out of Hours Calls to see if patients are utilising the automated cancellation service when the surgery is closed
Personal Call Routing
This tab tracks calls that have been automatically directed based on the caller's phone number or specific "tags" in the system
What you can Measure
Specialist Patient Management: Monitor the Routing Block Overview to see how many calls are being funnelled to specific workflows like Dementia or Carers lines
Call-by-Call Tracking: Use the Call By Call Activity log to review individual interactions. This provides a granular, date-stamped breakdown showing the Calling Number, the exact Routing Block triggered, and the final Block Output for each patient
Queue Position Webpage
This tab monitors the engagement with the digital queue visibility feature, where patients can view their position in the live queue on their mobile device
What you can Measure
Digital Adoption: Compare SMS Sent to Page Visits to see the "click-through rate" of your queue notification service. Reviewing Unique Page Visits also helps track exactly how many individual patients engaged with the link
Self-Service Redirection: Track External URL Clicks to see if patients are navigating to alternative digital channels (like the NHS App or online triage) while waiting
Queue Attrition: Monitor Cancel Button Clicks to see how many patients chose to leave the phone queue via the webpage, reducing the number of abandoned calls your team has to handle