Surgery Connect supports highly efficient call management across multiple or single practices with features that are built around the needs of general practice:
- Contact centre technology and call handling supports call management across GP hubs, federations and CCGs, enabling patients to access healthcare services through a single phone number or surgery-specific numbers, and supporting extended access provision.
- Auto Step In allows calls to be transferred automatically, when predefined demand parameters are reached.
- Call routing can distribute calls across multiple sites and groups, and be linked to the needs of specific patients, for example providing the latest clinic times for patient cohorts.
- Telephone triage is supported, enabling efficient forms of consultation.
- Call and video consultation recordings and history are linked to individual patient records.
- Single click dialling of patients from clinical records saves time and avoids errors.
- Patient Callback allows patients to be automatically called back, rather than have to wait in a queue.
- Automated voice reminders can be set up, helping in times of high demand.
- Calendar events can be added to control hours and days of operation, and automatically signpost callers to alternative numbers.
- Surgery Connect is resilient: mobile phone back up means that calls can be routed to mobiles, in case phone lines lose connectivity.
- Administrators can listen in to calls, helping support staff in training.
- Inbound and outbound video calls are supported, and we are working on the use of AI to help process calls.