Up to 20 minutes duration in bite-sized chunks | Online study | Certificate |
This course will provide a high-level overview of the benefits that can be achieved from setting up intelligent call routing options through your Surgery Connect system.
It will cover all the key things you need to consider when building your call flows and will give you some examples of where calls can easily be rerouted to alternative pathways (e.g. the NHS App, Pharmacies or via SMS to other services etc).
Learning Objectives
By completing this eLearning you will understand:
- The benefits and key features of intelligent call routing
- The things to consider when implementing your call flows and routing options
- How to build the foundations of a new call routing flow
- How to build a call flow
- About self-serving options available to your patients
NHS Delivery plan for recovering access to primary care
With the Delivery plan for recovering access to primary care update and actions for 2024/25 in the forefront of all our minds, throughout the course we will call out the direct benefits of our features and how they can help you to meet the requirements and ultimately, the associated funding.
Reasons to Update Your Call Routing
- Patientโs call reaches the best point of care for their needs in the shortest time
- Reduces the number of calls in the queues
- Easy redirection to other ways to service patient needs, such as sending links to the NHS App or online consultation tools
- Improved patient satisfaction as they reach the service they require quickly and easily
- Will help you meet some of the requirements of the Delivery plan for recovering access to primary care update and actions for 2024/25. Often referred to as the Primary Care Access Recovery Plan (PCARP).
- Saves valuable call time when specific Groups are used – even shaving a few seconds off each call adds up