Connect (Telephone Tool)(Mandatory Training Video 3/4)

This video should be watched by All Users (Standard and Super Users- Must be watched by call handlers/reception/PAs and Care Navigators taking patient enquiries over the phone)

You can access the Connect (telephone tool) Training video below.

This mandatory video is for ALL users and demonstrates how the telephone module works for patients who call the practice.

Following this video, Call-handlers and Receptionists should role-play some test enquiries through their own Connect platform, to ensure they understand the process and how it differs to The Patient Pathway.

Items covered in this video:

An overview of Connect
The benefits of using Connect
How it works
Processing an AI/Admin enquiry
Directing a case to a team
How this looks in the ProUI

Further information about the symptom clouds for AI enquiries in Connect

The logic of the first symptom cloud different sections is as follows:

Symptoms in selected location: symptoms that in some way directly relate to the Body part that was selected are located here. E.g. if Knee was selected, we will see mostly MSK-symptoms, Pain symptoms, Injury-related symptoms etc., but not Cough or Sore throat. These symptoms are typically the “primary” symptoms to be checked and marked if they exist.
General symptoms: symptoms that are not related to any specific body part are shown here. E.g. Fatigue or Fever are “whole-body” or “systemic” symptoms as they cannot really be pointed to a specific body part. These symptoms are important additional symptoms that should be marked, as they might point to something that affects the general health.
Symptoms in another location: symptoms that are not directly related to the Body part that was selected are listed here. E.g. if Knee was selected, we would here see Cough, Eye symptoms, Headache etc. These “secondary” symptoms, but are important to mark if they exist as they might point towards conditions that have referral symptoms or atypical presentations (certain inflammatory/rheumatic conditions, cancers etc.). Sometimes symptoms in these actually point to a different condition, which might be difficult for the Patient to distinguish from the main complaint.

Subsequent symptoms clouds:

Red flags should each be checked if needed, or with experience those that seem to be clearly relevant for the complaint. The once that apply are important to mark as they will often raise the urgency appropriately.

Call Handler & Phone Line Example Scripts

You can find some example scripts below which are available to download here

Phone line script examples

1. Thank you for calling XXX

If you have access to the internet, you can inform us of a new or ongoing health problem, request a repeat prescription, request a sick note, and many other services via our Klinik system. Simply visit our website and click on the ‘start here’ banner. Or press ‘1’ and we will text you a link to the Klinik system.

If you cannot go online, please hold and you will be directed to our patient advisor team, who will submit the enquiry on your behalf. Please note, the team cannot book appointments directly, and your enquiry will go via Klinik for assessment. You will then be advised of the most appropriate treatment plan.

2. Welcome to ***, This is Doctor ***, did you know we have now launched Klinik Access which is available via our website. Please visit www.xxxxxx where you can find the ‘start here’ button and guidance on how to complete an online enquiry. We expect this to take you around 5-10 minutes, and you can do this from the comfort of your own home, on the bus, or out and about via your phone or any other electronic device. You do not need a log in. If you would like to speak to a member of our reception team or are unable to go online press 2. Please note our reception team will navigate the Klinik platform on your behalf and you will be required to answer some questions to get the right help.

3. Welcome to ***

Please go online @ www….. to submit your enquiry to us. You can inform us of a new or ongoing health concern which will then be triaged by a clinician on the same working day. We may then invite you for an appointment, offer advice or navigate you to the most appropriate service. You can also request sick notes, repeat medications and much more. If you cannot go online, please hold and a member of our team will submit the Klinik request for you.

Call handler script example

Consideration of ability to be taken into consideration*

1. Welcome to xxx you are talking to (name), how may I help?

Thanks *** are you aware that you can use the website to submit this enquiry?

We no longer book appointments directly via the phone and all requests either received via our team on the phone or via the website, will be triaged by our clinical team throughout the course of the day and this applies to all submissions received before xx pm. If the clinical team feels the request is urgent, we will be in touch on the same day. For less clinically urgent cases, it can take up to 24 working hours to receive a treatment plan.

I will now ask you the relevant questions on the Klinik system, this information will then go for review by our clinical team. I expect this to take approximately 5-10 minutes.

*Complete form*

Thanks ***, I’ve not submitted this on your behalf and it will go for review. I expect you to hear back within ** hours.

Would you like me to send you the link to the online platform for next time