Changing the automatic Bank Holiday settings
Bank holidays are usually added to your Calendar automatically. They can be added or removed in the Configuration Console
When the Bank Holiday Mode is active on the calendar, there is a pre-set message (using a Prompt in the call flow) that gives the following information:
“We are closed on all public bank holidays. If you require assistance which cannot wait until we reopen, call 111, or if you are in need of emergency medical assistance, please dial 999.”
This message can be changed in the call flow using X-flow. You can also change your Welcome message through X-flow, to give patients advance warning of holiday closures, for example;
"Please note we will be closed on Christmas Day, Boxing day and Tuesday 27th December. Normal service will resume on Wednesday 28th December. We will also be closed on New Year’s Eve, New Year’s Day and Monday 2nd January 2023. We will reopen on Tuesday 3rd January 2023"
If you have Bank Holidays added to your Calendar, any ad hoc Bank Holidays (for example the coronation of King Charles III in 2023) are also added automatically
This guide will take you through everything you may need to do to change your Bank Holiday settings
Step by step guide
Accessing Calendars
Log in to Surgery Connect - sso.x-onweb.com - with your NHS email address and Surgery Connect password
Select the Configuration Console
Click on Calendars in the left hand side menu
The calendars table will display
Editing Calendars
Identify the Calendar you want to edit
Click on the edit (pen) icon
The selected Calendar will open
How to add or remove all Bank Holiday Events
You can add or remove all Bank Holiday for your calendar quickly
Toggle Use Public Holidays to Yes
Chose your Public holiday mode for the Bank Holidays so that callers can be routed to the correct call flow and prompt message
To remove Bank Holidays from your calendar toggle Use Public Holidays to No
Save your changes
The changes will be saved automatically and you will see the green Success or a red Error message at the top of the screen
Any issues will be detailed in the Error pop ups
Cancel will close the window without making any changes
Deleting one instance of a recurring event
For example, to open the phone lines of a specific Bank Holiday
Once you have found your calendar through the Configuration Console and clicked edit the full calendar view will display
Use the Navigation Arrows to move to the date needed on the calendar
Select the event you want to remove from your calendar
A pop up will appear, to edit (delete) the event click EDIT
This will open the Event Manager
Click Delete to remove that single event
You will see a warning message pop up when using Delete
CANCEL - will return you to the Event Manager
CONFIRM - will delete the selected event only
DELETEALL - will remove all instances of the event from the calendar
Click CONFIRM to delete that event only - this will keep all other Bank Holidays in your Calendar
Once the event has been deleted you will see it has been removed from your calendar
Close your calendar
Editing Prompts
Log in to Surgery Connect - sso.x-onweb.com - with your NHS email address and Surgery Connect password
To manage or edit existing call flows, 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
At the top left hand corner click on the Load button
The Load Call Flow window will open, with a list of all of the call flows for your surgery. Select the call flow you want to edit and click Load
Your call flow will now be loaded onto the X-flow Workspace
Changing the Bank Holiday Prompt
The Bank Holiday Prompt is played when the Calendar is in Holiday Mode and will have a standard message. You may want to change this to suit your Surgery circumstances or to recognise an additional Bank Holiday
Double click on the Holiday Prompt block to open up the editable properties
Select the Audio tab
In the Prompt Text box add your additional wording
For example,
Please note we are closed today, in honour of the Kings Coronation. Normal service will resume tomorrow (insert this before your clinical advice warning)
NOTE: This will apply to all Bank Holidays, so you will need to change it for next time
Click Save
Any changes you have made to your Prompt Block will be saved
At the top of your call flow you will now see the undeployed version warning
If you are happy with your Prompt Block - Deploy your call flow to make it live
Remember to give this version of your call flow a descriptive name, so you can revert back to your previous call flow quickly
Changing the Greeting to warn of an upcoming Bank Holiday
You can change your Welcome prompt to give additional warning of an upcoming Bank Holiday
Double click on the Welcome Prompt block to open up the editable properties
Select the Audio tab
In the Prompt Text box add your additional wording
For example,
Please note we will be closed next Monday, 8th May, in honour of the Kings Coronation. Normal service will resume on Tuesday. (insert this before your clinical advice warning)
Or, We will not be closed next Monday, 8th May
NOTE: This will need changing back after the Bank Holiday
Click Save
Any changes you have made to your Prompt Block will be saved
At the top of your call flow you will now see the undeployed version warning
If you are happy with your Prompt Block - Deploy your call flow to make it live
Remember to give this version of your call flow a descriptive name, so you can revert back to your previous call flow quickly