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
What are you looking for?
What are you looking for?
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, or by navigating to the Communications Window
Call History can also be accessed via the Communications Window Call tab. All call information, plus the opportunity to access and listen to call recordings, is listed within this window
From here, you can also Filter calls to easily locate specific items. Calls can be filtered by the following states:
Direction - Inbound/Outbound
Outcome - Missed/Answered/No Answer/Voicemail
Type - Internal/External
Utilising the Date Selector also allows you to display calls from a specific time period only
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
When the Contact History window is open, the call recording is displayed on the right hand side
Click play to begin listening to the recoding. You can also pause the recording, skip forwards and backwards by sliding the bar and adjust the volume from here
Please note: The ability to listen to all call recordings (including calls a User was not actively involved in) is a default setting, but this can be turned on or off for individual Users. For more information, see our Editing Users Guide here
To access all call recordings see our User Console - Call Recordings guide here
Viewing patient communications
SMS
SMS are shown in the Contact History window by the envelope icon
Click in the item to select it. The SMS will display on the right hand side
Photos
Photos are shown in the Contact History window by the camera icon
Click in the item to select it. The request details will be displayed on the right hand side
Click View Image to view the photo
The ability to view all submitted photos, including those where the User was not the direct recipient, is a default setting. This can be turned Off/On on an individual basis. For more information, see our Editing Users Guide here
Filing patient communications
Currently, filing call recordings as shown in the guide below is not available for SystmOne customers
To save an individual item to the patient, click into the item to select it. Once opened, click Save to Record
To file communications in bulk, use the tick boxes to select the relevant items. Once you're happy with your selection, click the Save icon
Once you have done this the clinical record will update and you will see all the filed communication history from within the patient record
Communications saved to the clinical record are displayed in the item list with the below icon next to them
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
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
