The Patient Identifier block contains the patient identification logic, by matching the patient CLI (the number they are calling from) and the caller's DOB to search for patients in your practice's clinical system

Step 1:

Drag and drop the Patient ID icon onto the X-flow workspace

Your Patient ID block will be created in your workspace

Step 2:

Double-click on the Patient ID block on your workspace to access the properties

Prompt Voice

Set the Text to Speech voice for this feature, this allows you to match it to the same voice used in the rest of your call flow

The message the patient hears 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…”

The date the patient entered will be read back in full and they will be asked to confirm that it is correct

At this point, we will check the Clinical Record for the patient's CLI and DOB

If we find a unique match the call will come out of the Identified output and can therefore be routed through to the Check and Cancel Block

If there is no unique match the call will come out of the Not Identified output and it is up to you to decide where those patients will route to, the most common route would be back to the main menu, see example below:

Step 1:

Drag and drop the Check and Cancel icon onto the X-flow workspace

Your Check and Cancel block will be created in your workspace

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Name Change the name so you can identify the block easily in your call flow

Prompt Voice Set the Text to Speech voice for this feature, this allows you to match it to the same voice used in the rest of your call flow

Appointment Timescale

Set how far in advance you want the patient to be allowed to check their appointments (90 days is the maximum)

Allow SMS Request

Request SMS is set to Off as default

Set to On - this will give the patient the option to receive an SMS containing the details of their appointment

NOTE: The this SMS is not configurable

Appointments That Can Be Checked

Use the drop-down menu to select the slot types that can be checked with this feature, or select Include All Slot Types

The Refresh Slots button will check for all of the active Slot Types you have configured in EMIS and make them available to select from the drop-down menu

So, if you have created a new Slot Type in EMIS you need to click the refresh button before it becomes available in the Check and Cancel configuration area

Allow Cancelling

Set Cancelling to On to allow patients to cancel their appointments, Having this Setting Off only enables patients to check their appointments

Disable Cancellations

Set the timescale after which patients can no longer cancel their appointment(s). Off means that patients can cancel appointments right up to the actual appointment time

Cancellation SMS

SMS is set to Off as default

Set it to On for patients to receive an SMS Cancellation notification

NOTE: This SMS is not configurable

Appointments That Can Be Cancelled

Use the drop-down menu to choose which appointments are acceptable for patients to cancel themselves or, select Include All Slot Types

The Refresh Slots button will check for all of the active slot types you have configured in EMIS and make them available to select from the drop-down menu

So, if you have created a new slot type in EMIS you need to click the refresh button before it becomes available in the Check and Cancel configuration area

Notify of Appointment Cancellation

Add as many email addresses as needed, each email address must be separated by a comma

Each email address will receive a cancellation notice detailing which appointment was cancelled for each patient

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You must save the changes you have made to your Check and Cancel Block

Step 2:

NOTE: Deploy should only be actioned when you have completed all of the edits to your call flow and saved the changes made to each block

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