We’re excited to announce the launch of Patient Callback via Surgery Assist. On the surface, it’s a simple improvement. Patients can now request a callback without calling the practice. But behind the scenes, this release marks something much bigger.
This is the first real integration between Surgery Assist and Surgery Connect.
It’s a practical step towards intelligent care navigation. One where digital tools do not sit in silos, but work together to guide patients to the right outcome, with less friction for everyone.
How does Patient Callback work?
Patients using Surgery Assist can now request a callback directly through the chatbot. If self-serve does not resolve their query, they can log their callback request digitally instead of waiting on hold.
This means patients keep their place in a virtual queue and receive an automatic callback when it’s their turn. No repeat calls. No time spent listening to hold music.
For practices, callbacks are managed through Surgery Connect so the workflow is controlled, auditable and familiar.
End-to-end patient journey for requesting a callback via Surgery Assist
Why this matters
This feature links digital demand capture with telephony delivery for the first time.
Surgery Assist captures intent. Surgery Connect fulfils it.
That connection is the foundation of intelligent care navigation. Patient need is identified once, routed correctly and handled efficiently across channels.
The result is:
- Less pressure on phone lines
- Shorter waits for patients
- A more joined-up patient journey
Patient callback rules can be configured in the Service Delivery Console, giving practices more control over when and how callbacks are delivered.
Built with safety and scale in mind
Controls are in place to prevent misuse and manage SMS costs. Callback limits, timeouts and reporting are built in. Usage continues to be visible through existing Surgery Connect reporting, with a new reporting metric for Surgery Assist intent coming into Surgery Insight to capture Callback usage, SMS volumes and outbound call costs.
Patient Callback is included as part of Surgery Assist for practices using Surgery Connect. It’s an early example of how our products are coming together to form a single, intelligent access layer for primary care.
This is not the end point. It’s the direction of travel.
Patient Callback is just one example of how Surgery Assist and Surgery Connect now work together.
Join our Omni Consult webinar series to see how patient requests can be captured by practice staff, a voice agent or via Surgery Assist, all flowing into one central triage stream.