Provisional release date of the updated Check and Cancel feature is September 2023 - in preparation of Flu Clinic season

Keep an eye on our monthly newsletter and Facebook group for updates

Why should I use Check and Cancel?

Check and Cancel can reduce the inbound call burden on your teams

You can add this feature anywhere in your call flow, before your main menu, before a group (for example an Appointments group), or make it available when you are closed

Setting the API User

Associating your API User with the integration to validate this before working on adding it to a call flow, ensures that the connection to the clinical system is established

Note: Only one API User can be associated

Linking this to your clinical system enables write back to the patient's clinical record when an appointment is cancelled and any SMS messages that are requested by the patient

Ensuring continuity of care using an automated service means if the patient calls again and speaks to a receptionist they are able to see all interactions with the automated process

Check and Cancel in X-flow

Add Check and Cancel at any point in your call flow via X-flow

Full guides will be available in the help centre once the update has been released

Patient Identity Block

The Patient Identity Block is used to identify the patient from the number they are calling from (CLI) and date of birth entered by the caller

You can only change the Prompt Voice in this block

An example of the message the patient would hear is:

“Please enter your date of birth as a 6 digit number in the format Day, Day, Month, Month, Year, Year… For example, if your date of birth is the 15th June 1978 you would enter 1, 5, 0, 6, 7, 8…”

Read Back - Will be a composite prompt made up of

The date that was entered by the caller will be read back to them so they can verify it is correct or choose to enter the date again if it is not right.

“Press 1 to confirm or press 2 to try again”

“Please wait while we search for your booked appointments…”

Patient Known Block

This block has been created for the potential use during a booking element

We are working with our clinical safety officer to ensure that we create this feature in the safest & simplest way to use as a patient

Check and Cancel Block

Properties Tab

Change the name - as you can use the Check and Cancel Feature several times in your call flow, name each one appropriately

Change your Prompt Voice

Check Tab

Set the Appointment Timescale - how many days in the future it will search for appointments

Allow SMS Request - Offer the patient the option to receive an SMS confirming their appointment details - this will also be added to the patient record

Appointments That Can Be Checked - choose the appointment types that can be checked by the caller

Cancel Tab

Allow Cancelling - this can be turned on or off as required

Cancellation SMS - send an SMS to the caller confirming cancellation details - this will also be added to the patient record

Appointments That Can Be Cancelled - choose the appointment types that can be cancelled by the caller

Notify of Appointment Cancellation - choose email addresses for the cancellation notification

Note: Cancellation Cut Off - we allow cancellations up to the time of the appointment, if it is felt that this needs changing we will discuss this with our pilots and advise during our go-live webinar on the final rules plus this will be covered in our Help Centre guides

Check and Cancel in a call flow

Complete control of where you use Check and Cancel in your call flow to suit your surgery needs, or use it more than once!