How do I configure my Patient Callback?
Patient Callback can be configured in many ways to make it work differently for each Group you have activated it on, and to suit the needs of your Surgery
This guide will take you through all of the ways you can customise Patient Callback
Configure Patient Queue Position Webpage
The Queue Position Webpage is configured in the Service Delivery Console via the Advanced Tab. From here, you can add a bespoke message that patients see when viewing the Webpage
Select Manage Callback
There are two free text box entries, one for the heading and the other for the description. The heading is limited to 60 characters, the body of the message is limited to 1,000 characters. The character counter displayed at the bottom of each text box counts up as you type in order to track the size of the message, and if the character limit is exceeded this outlines the text box in red
Note: if the character count within a text box is exceeded, the Save button will be disabled. Once you have amended the message to fit within the character count, this can then be saved
You can also add key information or links to online resources for patients here. Please note that once a URL has been added into the Content box, this cannot be edited. In order to change this, you will need to delete the URL and create a new one
The formatting options for the wording are Bold, Italic, Underline and Embed Link only
The Queue Position Link is hardcoded and cannot be changed
Should the title and description fields not be completed then the following default message will be displayed on the webpage:
Surgery Name
Your Surgery
Title
We Will Call You Back Soon
Body
Our team will be in touch soon, please have your phone with you to receive our call. If you no longer require the callback, please use the Cancel button below
Adding Multiple Queue Position Webpages
Multiple webpages can be created for each Group you have on your service, and can be tailored to provide relevant information for the type of Patients in these queues
Once created, these can be edited and deleted as required. Once a webpage has been configured, it will display the Webpage Name, when it was Last Edited and who it was Edited by
The Surgery Connect Default Webpage cannot be edited or deleted. If a Webpage is deleted whilst in use on a call flow, X-Flow will default back to this default webpage
Please note: when a webpage is deleted or changed the relevant call flow in X-Flow must also be amended and deployed to reflect this change, to ensure Patients are directed to the correct information. For assistance on making amendments to Patient Callback in X-flow, see our Configuring Patient Callback Guide here
Accessing Patient Callback
Either via X-flow or the Service Delivery Console, load your call flow
To load your call flow, click the Load icon
Choose the call flow you want to see the details of
This will open your chosen call flow
Within your call flow, any blocks that have an orange banner are Groups, this is where the Patient Callback activation and configuration can be set
If Patient Callback is already activated on a Group, it will appear as PC: On
If you have also turned on the QPOS webpage it will appear as PC: On (QPOS)
To access the activation and configuration options, double-click a Group and select the Patient Callback tab
Patient Callback Properties
Mode
Off = Patient Callback inactive
On = Choice of Patient Callback offered to a caller in the queue when the Threshold is met
Queue Position SMS
To send a free SMS to the patient detailing their Queue Position via a webpage link turn the Queue Position SMS to On
The queue position webpage is configured in the Service Delivery Console via the Advanced Tab
You can also configure the webpage to notify your patients of key information or link to online resources
Configuration can only happen once the SMS has been turned On and the call flow deployed
Queue Position Webpage
Via the Queue Position Webpage dropdown, you can select any of the webpages that have been configured in the Service Delivery Console. This determines which information is sent to the Patient via SMS
Queue Threshold
The Threshold setting defines when the Patient Callback feature is offered
NOTE: if the Queue Length Threshold is not set Patient Callback cannot be activated
Queue Length Threshold
You can decide whether to set a queue length threshold for the patient callback to be offered to callers based on the number of callers in the queue. This can be set as required but please be aware - the lowest setting is currently 4 (this will be reviewed and could be changed to improve the efficiency of the feature)
Do not set it too low! You do not want the feature to be offered only for the caller to book a callback, end their call and then receive the callback straight away
A rough rule is to set it no lower than double the number of staff you have answering the calls (if you have 4 Receptionists, set the threshold to 8 for example)
Queue Duration Threshold
You can decide whether to set a queue duration time for the patient callback to be offered to callers who have been waiting in the queue for a specified length of time
This is set via a dropdown offering 1 minute intervals between 1-20 minutes
These callers may have heard their queue position and decided to wait and this gives them another opportunity to choose a callback rather than continue queuing
NOTE: The Queue Duration Threshold must be set to a minimum of 1 minute but is usually set to a similar time frame to your Group Step-in threshold and requires the Patient Callback block to be added to the Playlist
Queue Position Announcement
You can decide whether to announce the Queue Position to the patient or withhold this information. The default is On so you need to select Off if you do not want your callers to know where they are in the queue
Patient Callback Advanced Properties
With the Patient Callback Properties tab selected, click on Show Advanced. This will bring up the advanced settings
Patient Callback Attempts
You can configure how many times Surgery Connect will attempt to call the patient back, and set the delay between attempts, should the patient not answer a callback call
Set the number of callback Attempts
Once the maximum number of callback attempts have been made, the callback failed SMS will be sent to the patient if the SMS setting is switched on and the caller has booked the callback to their mobile number
When Patient Callback goes to a patient's voicemail
Your team may have a callback that ends up going to a patient voicemail, In this case the system will record it as a successful callback, and stop the attempts
It would be best practice for your staff member to leave a message stating that the callback was attempted, and to please call the Surgery again
Patient Callback Delay
There is a small delay between each Patient Callback, the default is 30 seconds. You may want to increase or decrease this delay
With the Patient Callback, Properties tab selected, click on Show Advanced
Set the Delay time between Callback attempts
Patient Callback Reset Time
Patient Callback holds a Patients place in the queue without them needing to stay on the phone. The reset time is the time that Patient Callbacks get automatically cancelled from the call queue
You may want to change this time to give patients more notice of the Patient Callback option ending
Change your Reset Time
Your reset time is the time that Patient Callbacks will be cancelled from the call group queue
To do this, think about the time your Group/Surgery closes and allow time (usually an hour) for patients to call in again if callbacks are cancelled automatically
If you have activated the SMS function, callers who have booked a callback on their mobile phone will receive an SMS if the callback fails (after the maximum number of attempts) or if it is cancelled by the Reset Time
The caller’s number is then given priority for their next call in and will be brought to the front of the queue if they call again later that day and join the same queue
Patient Callback Incomplete Calls SMS
You can configure Patient Callback so that it will send an SMS to the patient (if they called on a mobile device), if the callback failed on all attempts
Activate Send SMS
To activate SMS sending as part of the Patient Callback feature, choose Yes or No from the Send SMS dropdown
To configure the content of that SMS, edit the text box at the bottom. You have a limit of 160 characters
The SMS will be sent both when a callback has been through the retry process and has not been answered, or when it is cancelled by the Reset Time setting
Playlist
To access the Playlist, double-click a Group and select the Playlist tab. This will show you the current playlist set for this group
Select the playlist you wish to use for that group, or that you want to edit. The playlist name will now display
Click the Edit Selected Playlist button
Your playlist workspace will open
For existing customers, please note that the Queue Position announcement is now in the Group Properties block.
Therefore, please edit your Group Playlist and move the Queue Position Block to the end of your Group Playlist, as shown in the image above.
This will ensure that your patients do not hear their queue position twice in a row.
Patient Callback Audio Prompt
When certain parameters have been met and Patient Callback is on for that Group, the patient will hear an audio prompt asking if they would like to receive a callback rather than waiting in the queue. You can change the standard wording of these prompts
Select the Introductory Prompt tab
If you are using Text to Speech for your prompt, you will see what the prompt currently says and can update it by typing into the Prompt Text window
NOTE: The prompt must always include "press 1" as this key press to request Patient Callback can not be changed
Changing Prompts
After the prompt offering Patient Callback, there are several more through the caller's journey. You can change all of these prompts to personalise these for your Surgery
Select the Other Prompts tab
Here you will see the other prompts that you can edit. To edit each prompt, click on the blue Edit next to the prompt name
View Prompt Definitions
Selected Prompt - relates to the information given to the caller as and when they select to take the Patient Callback option
Caller Rejoin Prompt - is what is played should a caller ring back into the practice before their callback has been made
Caller Cancellation Prompt - is what is played when the caller cancels an existing callback when they ring back in before the callback is processed
User Whisper Prompt - is what the Receptionist hears when they answer a call th
When editing each prompt will have a description of what the prompt is used for at the top
Save and Deploy
By configuring Patient Callback and making changes to your prompts to have altered your call flow
For each block, when you are happy with your changes, click Save
When you have made any change to your call flow the undeployed version warning will display, and the Deploy button will now be green
When you are happy with your call flow click on the green Deploy button
You will see the Deploy Call Flow pop up
Here you can type a description which can help you identify this call flow and any changes you have made
This is useful if you need to go back to an earlier version of your call flow, for example if you have added in a prompt, which will only be used for a specific time period i.e. a Flu Clinic message
If you are not ready to deploy the call flow at this point, use the Close button, to return and make further changes
Deploy your call flow. Click on the blue Deploy button
You will be notified when the call flow has been successfully deployed
The Deploy button at the top right-hand side of your workspace will now be grey and the undeployed version warning will have gone
