Voice Section 2: Capture – Redcentric Knowledge Base Support

To ensure a successful preparation for our Kick-Off meeting and streamline the delivery process, we kindly request that you furnish us with the following information. Please complete this section no later than 2 working days before our scheduled meeting.

Practice Details - Step 1 of 5

The Practice ODS Code

Your Job Title

Name *

First

Last

Email *

Address

Address Line 1

Address Line 2

City

State / Province / Region

Postal Code

Main Practice Number(s)

Surgery Call Flow Key Information

We will discuss the design and provision of the surgery call flow during our kick off meeting, however please provide any information you can prior to this below.

What would be your preferred call flow for the patient experience? For instance, the patient calls the surgery and is welcomed with a greeting message and an option menu—Press 1 for scheduling an appointment, Press 2 for prescription inquiries. The patient then enters a queue with comfort messages playing in the background. They can choose to remain in the queue or press 1 to request a call back. Alternatively, all calls could be attended to by the same receptionist.

Defaut Welcome Message

Call Center Messages

Queue entrance message (will be played when the patient enters the queue)

Comfort messages (will be played whilst the patient is waiting in the queue)

Out of Hours Closed message

Any additional information

List of users / job roles / phone numbers for GP Surgery Users

Surgery Call Flow Key Information

Call Center Messages

Practice Schedule