This guide takes you through the following:
Contents
Step by step guide
Accessing the Appointments List
From the Phonebar select the Appointments icon
From the Appointments window select the name of your appointment session from the left hand drop down menu
You can select a session date up to 30 days from today
When your appointments list is loaded, you will see the Patient details listed
Appointment List Overview
SMS All Patients
When you open an appointment list you will see an SMS ALL PATIENTS button above and to the right of the list of patients scheduled
Click on the SMS ALL PATIENTS button, an SMS window opens
You can select a template from the drop down menu at the top, type an ad hoc message in the message box or do both
When you click Send the message will be sent to all your patients with a mobile phone number in the list the SMS
You can clear the message which will clear the text box, click Clear
You will receive a notification that your message has been delivered, and any problems with delivery will be highlighted
Opening the Patient's Record
You can easily swap between patients records in your selected appointment list
Click on the patient name in the appointments list
You will see the patient record change in your clinical system
Contact Options
Calling
With the Appointments window open, hover over the call icon. You can select which patient number you want to call or add another number if required
You can click on the number in the list or type an alternative number into the Enter phone number box and then click the call icon
Or, from the appointments communication options you can click the call icon and it will dial the preferred number of that patient
Call Device Connection
Once you have clicked on the call icon it will connect to your selected Call Device
Softphone - the call will initiate once you have clicked the call icon
Deskphone - it will start ringing, to initiate the outbound call, pick up your desk phone
Alternative Number/Mobile Device - it will start ringing, to connect the call, pick up your phone
Once the patient answers the in call features will appear in the Phonebar - softphone only
SMS
With the Appointments window open, click on the SMS icon
Or, hover over the SMS icon for the patient number options
You can click on the number in the list or type an alternative number into the box and then click the SMS icon
When you have actioned the SMS request the SMS sending window will open
The box in the centre is empty for you to type an ad-hoc message to the patient, or you can select a message template
To choose an SMS template message or select a particular NHS condition, use the dropdown
You can do any of these in combination with each other
See our guide on SMS templates
Once you are happy with your selection and wording you can choose to file it directly to the patient record by selecting File message
You can also choose to file the message later from the Patient Contact history
Then click SEND
You can reset the message which will clear the text box, click RESET
Or, you can cancel the message completely, which will close the Send SMS message window, click CANCEL
Photo Request
To send an photo request either click on the Photo Request icon on the appointments window
By clicking directly on the Photo Request icon the SMS photo request will be sent to the mobile number listed for that patient
Or, hover over the Photo Request icon for the patient, you can click on the number in the list or type an alternative number/email address into the box and then click the Photo Request icon
When you have actioned a photo request the Photo Request (sending window) opens
You can still change the contact number if required, by using the contact method box
The default will be to notify the photo request sender if no alternative name is selected
You can change the recipient, for example if you are requesting it for another clinician
You can also add additional notes to the message body at the bottom of the photo request window
The recipient of the photo request receives guidance notes on acceptable photos and photo quality
See our guide on the Patient Experience
When you are happy with your photo request, click SEND REQUEST
You will receive a confirmation notification when the request has been sent, and either yourself or the named practice recipient will receive a notification when the photos have been sent in
See our full guide on Photo Requests and Photos
NOTE: Surgery Connect will only keep a photo in the patient Contact History for 28 days
Video Call
You can make a video call from the Appointments window, using the softphone as your call device, and if you are contacting a smart phone or using an patients email
Click on the video call icon, this will automatically select the mobile number associated with the active patient
By clicking directly on the Video Call icon the SMS video request will be sent to the mobile number listed for that patient
Or, hover over the Video Call icon for the patient, you can click on the number in the list or type an alternative number/email address into the box and then click the Video Call icon
When you press the video call icon you will see a window asking you to confirm you want to start a video call
To proceed click SEND INVITE
The next window will show you the progress of the video call journey from when the invitation is sent to it being opened and actioned by the patient
Once the patient accepts the invitation by clicking on the URL link and selecting start video call, your Phonebar will call you with an incoming video call
See our guide on the Patient Experience
The patient will display in the main body of the softphone screen and you will display as a thumbnail in the bottom right hand corner
Contact History
Select the Contact History icon
A window of the Contact History not yet filed for that that patient will appear on your screen
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
NOTE: A video call will only record the audio and will display in the Contact History in the same way as an audio call
To view the submitted photograph click on View photo
The photo will open in a new window, you can rotate it and zoom in and out
To view the SMS sent click on Read SMS
The SMS will display on the contact history window
NOTE: Patient communications will stay in the Contact History, associated with that patient for up to 2 months (current month and previous month) if not filed to the patient record in your clinical system, photos will stay in the contact history for 28 days only
Filing patient communications
Select the Contact History icon
A window of the Contact History not yet filed for that that patient will appear on your screen
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
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
NOTE: Patient communications will stay in the Contact History, associated with that patient for up to 2 months (current month and previous month) if not filed to the patient record in your clinical system, photos will stay in the contact history for 28 days only
Marking an appointment as actioned
You can mark an appointment as actioned, so you can keep track of who you have been in contact with during your appointment session
Click on the Actioned button
This will strike through the patients name in the appointments list
