In the evolving landscape of primary care, delivering an exceptional patient experience is more critical than ever for modern general practice success. It’s not just about having the right tools in place; healthcare providers must know how to utilise these tools effectively to optimise patient interactions and streamline operations.

One such tool that can make a real difference is the Patient Callback feature. Utilising this function helps GP practices to positively impact patient experience and enhance digital telephony use in-keeping with the Primary Care Access Recovery Plan (PCAP). Here, we explore how patient callback can transform the patient journey and improve practice efficiency.

The Importance of Patient Callback

The patient callback system is an automated telephony feature that places a caller in a virtual queue, allowing them to hang up while retaining their place. Once the caller’s turn arrives, the system automatically calls them back, connecting them to the appropriate member of staff. This feature is available within your advanced Cloud-based telephony system, and is customisable based on the needs of your practice. It is designed to ease the notorious 8:00 AM rush, reduce waiting times, and enhance overall patient satisfaction.

Key Benefits of Patient Callback

Reduced Call Costs and Waiting Times: 

   – For patients using pay-as-you-go mobiles, this feature minimises the need to remain on hold, saving them valuable call credit and time.

   – Patients are automatically called back when their turn arrives, maintaining their queue position without staying on the line.

Fair Call Distribution:

   – Ensures equitable treatment for all patients, regardless of whether they remain in the queue or opt for a callback.

Minimises Waiting Frustration:

   – By reducing hold times, the feature decreases frustration, leading to shorter, more efficient interactions between staff and patients.

Transparency and Empowerment:

   – Patients receive clear information about their queue position and have the option to track their progress through a personalised web page. This transparency allows patients to make informed decisions about their care.

Customisable Experience:

   – The system can be tailored to each practice’s needs, determining when to offer the callback option based on queue length or wait time, ensuring it suits the specific patient demographic. You can even signpost patients to other relevant services whilst they wait.

How Patient Callback Works

Once the Patient Callback feature has been implemented, and appropriate parameters identified, the function is straightforward and requires no manual intervention from staff. Here’s how it works:

  • Patients receive a message confirming their queue position, allowing them to decide whether to remain on hold or opt for a callback.
  • If a patient chooses the callback option, they press a number on their telephone keypad. The call is terminated from the patient’s end, and they are placed in a virtual queue.
  • Once the patient reaches the front of the queue, the system automatically calls them back, connecting them with the receptionist or care navigator.

Additionally, the latest development in this feature provides patients with a text message containing a link to their personalised web page. Here, they can track their queue progress and cancel the callback if needed. This page can also be configured to offer additional resources, such as links to the NHS app or online triage services.

Success and Adoption

Since its launch, the callback feature has seen significant adoption, with more and more practices integrating additional resource links into the patient web page, further enhancing the value provided to patients.

The feature has received overwhelmingly positive feedback from both patients and practices. Many patients appreciate the convenience and transparency it offers, while practices value the efficiency and improved patient interactions it facilitates.

Looking for more great tips to get the most out of your system?

The Access Optimisation Programme supports practices in maximising the benefits of Cloud-based telephony. Aligned with the Primary Care Access Recovery Plan (PCARP), the Programme helps to transform the patient experience and helps practices manage the ‘8am rush’. It covers advanced clinical system integration, softphone usage via the Phonebar, patient callback, and call routing.  It also covers management reporting, including the eight crucial NHS key metrics.

If you want to learn more, complete the contact form on our Access Optimisation Programme web page. Whether you’re a practice, an ICB, or a PCN, we’re here to help you optimise access and enhance patient care through comprehensive training opportunities. You can commit to anything from bespoke on-site training programmes, to casual lunch-and-learn sessions for convenient staff training.

Please feel free to visit our Academy for comprehensive e-learning courses to have confidence that you are completely up to date with your systems capabilities.

By adopting tools like the Patient Callback feature, GP practices can improve patient satisfaction and streamline operations, aligning with the broader objectives of modern primary care delivery.

Thank you for your commitment to delivering exceptional patient care.

Written by Krista Read, Regional Sales Manager