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Contact History

Contact History is used to access your patient contact and file them to their clinical record and Call History is personal contact history

Updated over a week ago

Contact History

Communications you have had with a patient can be found in their Contact History. These include voice call recordings, SMS messages sent and photos received

Calls are associated to patients in 2 scenarios -

  • You have dialled the patient using click to call via the Active Patient or Appointments area

  • You have received an inbound call and have clicked on one of the patient ID popups to open the patient record

You can listen to recordings, view SMS/Photos and file all types of patient communications through the Contact History

When using the Phonebar to make and receive patient calls, and where we have been able to recognise the exact patient you are talking to, the call recording will be associated with that patient for up to 2 months (current month and previous month), photos will be kept for 28 days

Currently call recordings cannot be filed in SystmOne patient records

The call recordings can be filed into the patient record from the Phonebar, either immediately after the call (quick file) or at a later date from the Patient’s Contact History

This guide will show you how to use Contact History to listen to associated recordings, view photos and SMS and file patient communications to their clinical record

Step by step guide


Accessing Call History

From the Phonebar

You can view your recent call history directly from the Phonebar by clicking this icon

This opens a pop-up with your latest call history

From here you can listen to your call recordings and voicemails from the last month

Call Icons

Inbound call

Outbound call

Missed call

Call Recordings

To access a call recording click the play icon

NOTE: this will be your own call recordings only

Voicemails

To access a personal Voicemail, click the voicemail icon

NOTE this will be your personal Voicemail messages, not Group Voicemail messages

This will expand the line and provide an option to listen to the call recording/voicemail

The three dots to the right allow you the option to download the message, should you need to save it to your PC


Accessing Contact History

Active Patient

Select the Contact History icon from the Active Patient popup

A window of the Contact History not yet filed for that that patient will appear on your screen

Appointments

Click on the Appointments icon on the Phonebar or select Appointments from the User Menu

Load the required appointments list, you will see the Patient details listed

Click Contact then select the Contact History icon

A window of the Contact History not yet filed for that that patient will appear on your screen


Listening to call recordings

With your Contact History window open, to listen to the call recording click on Play recording

The call recording play bar will open. You can play, pause, skip forwards and backwards and adjust the volume from here

Video calls are not recorded

To access all call recordings see our User Console - Call Recordings guide here


Viewing patient communications

SMS

With your Contact History window open, to view the sent SMS click on Read SMS

The SMS will display on the contact history window

Photos

With your Contact History window open, to view the photo click on View photo

The photo will open in a new window, you can rotate it and zoom in and out


Filing patient communications

Currently, filing call recordings as shown in the guide below is NOT AVAILABLE for SystmOne customers

With the Contact History window open you will see all of the patient communications not yet filed for that patient

You can use the scroll bar on the right hand side to move up and down the list. Calls, call recordings, messages, photo requests and submitted photos will be listed in date order

Select the communications you would like to file to the Patient Record, you can do this individually or file several communications at the same time

When you are happy with your selection click on the FILE TO PATIENT RECORD button

Once you have done this the clinical record will update and you will see all the filed communication history from within the patient record

The Contact History window will update showing Saved to record

Quick File

Quick File of Telephone Calls cannot currently be turned on for SystmOne customers

When you have turned on Quick File you will be able to file the communication with the patient into the patient record by clicking on the confirmation, rather than going into the patient’s contact history to file it later

To enable Quick File see our Settings and Preferences guide here

At the end of a communication with the patient you will see a confirmation box on your Phonebar

Click on FILE to file directly to the patient record immediately

Once you have done this the clinical record will update and you will see all the filed communication history in the patient record

The confirmation will close automatically after 8 seconds

You will still be able to listen to and, if necessary, file the communication from the patient contact history at a later date if you choose not to file it immediately


Deleting patient communications

With the Contact History window open you will see all of the patient communications not yet filed for that that patient

You can use the scroll bar on the right hand side to move up and down the list. Calls, call recordings, messages, photo requests and submitted photos will be listed in date order

Select the communications you would like to remove from Contact History

When you have selected the communications you would like to remove click Delete

You will be notified that the item has been deleted

You will no longer be able to access the recording in Contact History, but it will be noted as Discarded


Where are they stored in my Clinical System?

Once you have saved your patient contact history to your Clinical System, they be available to anyone with access to them, from there

EMIS

There are 2 places within EMIS that customers can see communication received or made through Surgery Connect

Firstly is in the Patient Summary area where textual records of the communication is logged as well as any files associated with that communication (call recording or photos), here you can see a few call records and their recordings in the Patient Summary

As the communication is also coded, there will also be a record visible from the Care History area (though this is just a log of codes) the full details of the communication and any associated files are not available from this area

SystmOne

There are 2 places within SystmOne that customers can see communication received or made through Surgery Connect

Firstly is in the Journal area where textual records of the communication is logged as well as any files associated with that communication (SMS or photos

As the communication is also coded, there will also be a record visible from the Read Code Journal area (though this is just a log of codes) the full details of the communication and any associated files are not available from this area

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