Surgery Connect iRemind is a service that delivers reliable SMS and voice calls to patients, typically for appointment reminders. The 10-15% of NHS patients who fail to turn up have mostly simply forgotten their appointment. This is a waste of staff time and revenue that can be measurably reduced with a reminder service.
Each Surgery Connect service can operate in isolation, integrated with others or exchanging data with third party systems through the SC API.
Benefits of Reminders
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Reduced missed appointments and increased revenue |
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Medication reminders improve patient care |
Benefits of Surgery Connect iRemind
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SMS or Voice can be chosen to suit patient profile |
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Multilingual options provide service to different ethnic groups |
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Interactive dialog with patient for Confirm, Cancel or Rebook by SMS or Voice Call |
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Voice Calls can be natural speech or synthesized (Text to Speech) |
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Voice Calls can connect to live operator for better patient experience |
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API for integration with appointments systems |
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Template driven or ad-hoc / free text reminders |
Integration with Surgery Connect InCall
Surgery Connect InCall is a Virtual Switchboard service that ensures patient calls are handled efficiently. Integration allows features such as single key reminder booking, whereby the calling number can be captured and the patient automatically opted-in for the reminder.
If a reminder service requires a 'Rebook' request, the call details can be automatically passed with the call to the receptionist and appointment system so that the rebooking is efficient and staff time is reduced.
Integration with Third Party Data Systems
Typically a data feed may be established with an appointments system to download basic data including contact number and date and time of appointment. More details on the patient profile may include their name, to be repeated in a voice call, their preferred contact method, preferred language or whether the patient should be connected to a live operator during the reminder call.
iRemind System
The following diagrams provide an insight into how Surgery Connect iRemind handles Outbound Reminders, Cancel and Confirm Responses and Rebooking.
Outbound Reminders
Confirm or Cancel Response
Rebook Response
Natural Voice or Text to Speech Options
Surgery Connect Remind can be configured to use either natural voice or synthesized voice during voice calls. Generally natural voice is the preferred option unless the system is to be used to speak words that cannot be chosen from a limited vocabulary, such as people's names.
Reporting
Surgery Connect Remind comes with an on-line reporting and audit package available through a secure web interface.
Security and Confidentiality
All Surgery Connect services comply with industry requirements for data security and patient confidentiality. X-on is registered under the Data Protection act and has been audited by a number of organizations including the DCA.
Capacity
X-on's systems have capacity for thousands of simultaneous voice reminders and SMS throughput in excess of 100 per second.
For more information on the iRemind Appointment Reminders click here or Contact Sales on 080 0075 0075.