Optimise Patient Callback

Up to 20 minutes duration in bite-sized chunks | Online study | Certificate |

Course Overview:

One way to ensure that your Surgery Connect system is set up and optimised to support your practice and improve access and efficiency for patients, is to implement the Patient Callback feature. The concept is simple – place your patients in a virtual queue, let them go about their day (saving time and money) and automatically call them back when they reach the front of the queue.

This course will explain the benefits and then take you through all the options to tailor the configuration of the Patient Callback feature to suit the needs and demands of your practice.

Learning Objectives

By completing this eLearning you will understand:

What Patient Callback is and how it can benefit the surgery and the patients
How to set up Patient Callback in X-flow, including all of the configuration options associated with the feature
How to recognise patient calls on the User Console
Where to find Patient Callback reports

You will receive your certificate after completing all of the lessons and passing the end-of-course assessment.

User Stories

Listen to Prash Thurairatnam from Tudor Lodge Health Centre about how they implemented Patient Callback. (Click image to play video)

“The Patient callback was what set X-on apart from the other products we looked at. This meant that patients need not wait on the phone and that the practice did not need to remember to call them back as it was all automated.”
Jamal Syed, Operations Manager at Hall Green Health

This module provides an overview of the Surgery Connect Patient Callback feature

Lessons

What is Patient Callback?

These lessons cover how to setup and manage your Patient Callback features.

Lessons

Accessing Patient Callback Configuring Patient Callback Patient Callback Audio Prompts Advanced Patient Callback Properties Patient Callback in a Playlist The Patient Experience of Patient Callback

Inbound call	An inbound call is a call made into the surgery on one of your inbound telephone numbers
Outbound call	An outbound call is a call made from the surgery’s service (external calls only)
Queued call	A queued call are those that joined a Group queue and started the queueing process to speak to one of your staff
Missed call	Missed calls are calls that could have been answered by a staff member because it either targeted a user directly or joined a queue for a distribution group. A call does not have to make it to the front of a queue to count as missed, it purely has to join the queue
Abandoned call	Abandoned calls are calls that your staff had no chance of answering as they either did not target a user directly or did not enter a queue for a group of users. Situations where this could be the case are when the caller rings in whilst the practice is closed, or the caller does not respond to a menu and hangs up before making a choice
CLI	The CLI is the number displayed in the call ID to the recipient of that call This may be withheld or a telephone number. It also relates to the callers number when they ring into the Surgery Connect service.
Average call duration	This is an average length of a call - Active time on an answered call - this does not include any queue time
Total call duration	This is the actual length of a call including all of the call flow, queueing, talk or hold time that may have occurred
Maximum call concurrency	This is how many individual calls are happening at the same time

Queued for group	The total number of calls that queued for that group
Answered from queue	The number of calls in the queue that were answered
% answered from queue	The percentage of calls answered from the queue
Missed from queue	This is the total number of calls that joined the queue but did not get answered
% missed from queue	The percentage of calls missed from the queue
Missed from queue under 10 seconds	These are the calls that joined the queue but the caller hung up before 10 seconds of queueing had occurred. These may not want to be considered when assessing call answering efficiency as there was little chance of your staff answering these calls due to the caller hanging up so quickly
Queue duration	The length of time the caller spent in the queue

Calls when patient callback active	This is the total number of inbound calls whilst patient callback was offered
Calls handled by patient callback	This is the number of calls that chose the patient callback option
Callbacks made	This is the number of callback calls made
Callbacks accepted	This is the number of callback calls that were answered and accepted by the patients
Callbacks rejected	This is the number of callback calls that were unanswered or cancelled by the patients
Queue timeout	This is where a maximum queue time has been set on the service and the time in that queue is reached
Caller rang back in	This is where a caller has selected a callback but has rung in and rejoined the queue before they have received a callback from the surgery
Caller rang back in - rejoined queue	This where a caller has selected a callback but has rung in and rejoined the queue before they have received a callback from the surgery
Caller rang back in - hung up	This is where a caller has called in again and hung up
Caller rang back in - cancelled	This is where a caller has a callback booked but has rung in and cancelled that callback when given the option
Time in virtual queue	This is the amount of time the callers would have spent in the queue if they had not selected a callback

Report Column Name	Explanation
Hour/Day	The report can be by hour, or by day
Calls When Patient Callback Active	Patient Callback only becomes active when your parameters are met - this tells you how many calls you received overall when those parameters were met
Calls Handled by Patient Callback	Patient Callbacks requested (in that hour/day)
Callbacks Made	Patient Callbacks made (in that hour/day)
Callbacks Accepted	Successful callbacks (in that hour/day)
Callbacks Rejected	Callback rejected
Callback Attempts Exceeded	Calllback where the attempts were exceeded - not answered
Queue Timeout	Where any max queue duration settings are met
Callback Reset	Callback cancelled due to closure times
Caller Rang Back In	Caller rang back in before callback attempted
Caller Rang Back in - Rejoined Queue	Caller rang back in before callback attempted and re-joined the queue
Caller Rang Back in - Hung Up	Caller rang back in before callback attempted and hung up (stayed in callback queue)
Caller Rang Back in - Cancelled	Caller rang back in before callback attempted and cancelled the callback request
Total time in virtual queue	Total time all calls in that hour/day were in the virtual queue
Avg time in virtual queue	Average time each call in that hour/day was in the virtual queue
Total Time in real queue	If someone rings back in and rejoins the “real” queue this would be reflected here.
Avg time in real queue	If someone rings back in and rejoins the “real” queue this would be reflected here.

Optimise Patient Callback

Course Overview:

User Stories

Lessons

Lessons

Lessons

General Terms

Group/queue terms

Patient Callback terms