Patient Callback - An Introduction
The Patient Callback feature offers your patients virtual queuing so they don't need to stay on the phone while keeping their place in the queue
This reduces their frustration and potential patient call costs associated with traditional queuing methods
This guide will introduce you to the Patient Callback feature
Patient Callback is a fair and intelligent queue distribution, ensuring callers receive a call back from the surgery when their call would have ordinarily reached the front of the queue regardless of whether they wait in the queue or book a callback. They will receive a call from a Group Member at the point they reach the front of the queue
When a patient has waited in the queue on the phone, the staff member answering the call will normally hear an announcement (we call this a whisper) relating to the type of call (for example “Appointments Call”) and will then be speaking to the patient
If the call they answer is a Patient Callback, they will hear a whisper that announces “Contacting Caller” and will then be connected automatically to an outbound call to the patient
See our Guide on the Patient Callback Patient Experience
How it works
Patient Callback is configured by surgeries via X-flow, specifically via the Group Properties Block and the Patient Callback Block
Patients are informed of their current queue position before being offered a callback, they can also be offered a callback more than once during the queuing process
Surgeries can choose whether to offer patients a callback when they join the queue for specific groups or when they reach a defined time in the queue
The Patient Callback feature can be configured for patients to receive an SMS detailing their Queue Position via a webpage link. The webpage can be configured with a bespoke informational message
Patient Callback calls can be identified via the User Console
Patient Callback reports are available via the Report Portal
See our Guide on Configuring Patient Callback here, or
access the Surgery Connect Academy Optimise Patient Callback course here