Surgery Connect can offer your patients a range of features and benefits;

For photo requests and video calls patients receive a link via SMS to their mobile phone which they click on and follow the simple onscreen instructions. They can also receive a link to their queue position when they request a callback to watch their queue position go down and be ready to answer the call. If the call is going to be inconvenient they can also cancel the callback with a simple click. For Check and Cancel patients need to input their DOB via the telephone keypad to check and cancel any upcoming appointments.

See our guide on Photo Requests and Photos

Step 1:

The patient will receive a text message/email from the surgery stating that the GP has requested a photo

There will be a link in the body of the message that the patient needs to click on

Note: They do not need to download an app

Step 2:

A window will open, asking for them to confirm their date of birth

Step 3:

They must enter this correctly to proceed NEXT

Step 4:

Once this is confirmed as correct, the Photo request window will open

This window includes general guidance for the patient

The patient can upload up to 10 photos or 15MB

Step 5:

To start uploading the patient must click on CHOOSE PHOTOS

Step 6:

The patient can choose whether to select a photo from their gallery or take a new photo using their mobile phone/tablet camera

Selecting Camera will open the camera for the patient to take a new photo

Selecting Files will allow the patient to select previous photo/s from their gallery

Step 7:

Once they have chosen their action, the patient will see a list of guidance notes on acceptable and unacceptable photos

They can also click on a link to see tips for good photos

Step 8:

Once the photo/s have been taken or selected they will appear in the screen

They can ADD COMMENT to each photo or delete the photo from here

Step 9:

When the patient is ready they need to click AGREE & SEND PHOTOS

Step 10:

Finally, they will receive a notification when the photo/s have been sent

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The patient will automatically receive an SMS with the link to the video call, once the video call has been initiated.

Step 2:

When they click the link it will launch the application window (patients will not have to download a third-party application), the patient can manage their video call settings before entering the call.

Step 3:

The patient will need to click Knock to be asked to be let into the video call.

Step 4:

The in-call window will then appear. The patient will see the same in-call controls.

Step 5:

Once the meeting has ended they will see the below screen to show that the call has finished.

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If your service is configured to send SMS the patient will receive a unique SMS, similar to the image below:

By clicking the link they will be taken to the queue position webpage

From the queue position web page, the patient can watch as they progress down the queue and be ready with their phone, or, cancel the callback by clicking the Cancel Callback button if they change their mind

Cancelled Callback

If the patient chooses to cancel their callback they will see a confirmation message

Should a patient revisit this tab on their device if they do not have an active callback request they will see the following message

Check and Cancel is an automated service that allows patients to call in to check if they have any upcoming appointments or cancel any appointments without needing to speak to a member of staff

The patient will be instructed to enter their DOB on their telephone keypad

If the CLI (the number they are calling from) and DOB match their patient record they will be directed to listen to their upcoming appointments, which will be read back to them, for example -

If Cancel is also configured, the patient will have the option to cancel that appointment via a key press

The system will confirm whether the appointment cancellation has been successful