New release: Silent Monitoring in the Phonebar

Learn about the benefits of using Silent Monitoring within your practice and how to effectively integrate it into your relevant workflows.

  • Tier: Foundation
  • Duration: Up to 10 minutes
  • Online study
  • Self-printed certificate

Current Status

Not Enrolled

Price

Free

Get Started

To use this feature, please ensure you’ve upgraded to Phonebar Version 8.6.7 (or above). Guides on how to upgrade your Phonebar can be accessed here.

Course description

The New release – Silent Monitoring In The Phonebar course will guide you through step-by-step on how to use Silent Monitoring on the Phonebar. With this course, you will identify the benefits of using Silent Monitoring within your practice and how to effectively integrate it into your relevant workflows.

Learning objectives

By completing this eLearning, you will be able to:

  • Explain the core benefits and practical uses of Silent Monitoring in the Phonebar.
  • Confidently locate and utilise the Silent Monitoring feature on the Phonebar.
  • Consider how to effectively integrate Silent Monitoring into practice workflows to develop protocols that support staff and enhance patient protection.
  • Demonstrate the step-by-step process for using Silent Monitoring as both a Standard User and a Supervisor, so that users can activate the feature seamlessly during appropriate scenarios.

Once you have completed all the lessons and successfully passed the assessment(s), you will receive a certificate that you can print out and include in your Personal Development portfolios.  

Who is it for?

This training is designed for all members of the practice team, as Silent Monitoring offers versatile benefits depending on your role:

  • Standard Users (Admin, Reception & Clinical Staff): Discreetly request assistance during difficult calls and use call monitoring to support onboarding and professional development.
  • Supervisors & Managers: Maintain clinical governance through call auditing and use “Barge-In” capabilities to intervene in urgent escalations.
  • The Wider Practice: Provides a digital safety net that fosters a practice-wide culture of staff support and patient safety.

Suggested courses

We suggest completing this related course to put this feature into context. You might also find it helpful to explore our newest feature, now available in Surgery Connect.

    • Surgery Connect

    Getting started with management tools

    Learn the key things you need to consider when building your system and will give you examples of how to add Users, Groups, and Calendars and how to build call flows.

    • Foundation
    • Surgery Connect

    Getting started with the Phonebar

    Learn how to navigate the system, manage communications, and optimise your workflows. Gain the essential skills to start utilising the Phonebar and discover its benefits.

    • Foundation

Course structure

This eLearning course uses progressive lessons to build knowledge. Lessons may include supporting images, interactive demos, or videos. Lessons can be taken in any order and paused/resumed at any time.

Assessment and certification

This self-paced course has no deadline. Some courses include a final test with a required pass mark for certification. Upon passing, learners receive a downloadable certificate for personal development portfolios.

Navigation help

For detailed guidance on navigating the eLearning lessons effortlessly, explore our comprehensive instructional course. This course provides step-by-step instructions and tips to enhance your learning experience.

Lesson resources

Included below are links to further, more detailed information about the various elements of the Silent Monitoring feature.

Help Centre Guide

Silent Monitoring through the User Console

Please note: Silent Monitoring via the User Console is only accessible to Supervisor level Users.

To have Silent Monitoring added to your service for the User Console, please raise a ticket via the Support Portal or call the Support Team directly. More details on Silent Monitoring on the User Console can be accessed below:

I Icon

We recommend making full use of the Phonebar, which provides additional benefits beyond those of a desk phone and User Console. For more information: https://surgeryconnect.academy/course/getting-started-with-the-phonebar/

Course Content

What is Silent Monitoring?
Silent Monitoring: By invitation
Silent Monitoring: Listen-In
Course assessment

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