This page is to help Practice Managers and other administration staff make best use of Surgery Connect features alongside rapidly changing working practices and guidelines due to the coronavirus pandemic. The page will be regularly updated with additional information.

The main topics covered are:

• Keeping patients informed through recorded messages and SMS messages.
• Managing remote patient consultations through telephone, and optionally, video.
• How clinicians can work from home and use Surgery Connect for inbound and outbound calls.

Keeping Patients Informed

Recorded Information

Surgery Connect allows you to make unlimited changes to recorded information played to patients calling your practice before their call is transferred to your reception staff. Although our Service Desk team is on hand to help with changes, the revision to advice and number of practices wishing to make changes mean that this can necessarily cause delays.

All practices have access to Surgery Connect to make immediate changes to recorded information, either as a message that you record on your phone or PC or using “Text to Speech”. Please see the following video for creating and amending “Text to Speech” prompts

An alternative is being offered to create a standard recorded message based on NHS advice that can be used by any practice, either incorporated into the call flow or as a separate number that patients can call. Please check for updates on this page for information on how to link to this message.

SMS Information and Links

When integrated with EMIS Web, Surgery Connect allows reception and clinical staff to send SMS messages directly to patients on mobiles. These can contain embedded links to additional information for patients. The videos below show how to create an SMS template including a link to the latest NHS advice and how to send template direct from the patient record.

Managing Remote Patient Consultations (from the practice)

Telephone Only

Surgery Connect has an inclusive call cost model that makes telephone triage an easy option. Calls can be recorded. With EMIS Web or SystmOne integration, click to call is available from lists or individual records in the patient records. Calls can be dialled on the handset or through the User Console.

Telephone and Video

Surgery Connect has an optional package called Video Connect that enables GPs to conduct video consultations on demand by switching from a phone call to a video call. The patient does not need a special app. Click the link here for more information. Call your Account Manager on 0333 332 0000 for further information.

Working from Home

For the Practice Manager

The User Console is accessible through any browser and allows the Practice Manager an overview of all phone call and extension activity throughout the practice. Practice Managers can change the status of users, whether they are working in the practice or remotely at home. Familiarise yourself with operation of the User Console.

USB Headsets

To assist staff working at home making and taking calls through the Surgery Connect softphone, the Sennheiser SC135 will plug straight into a PC/laptop USB port providing essential hands free communication.

The headset is £59 + VAT including warranty for the duration of your contract and can be ordered by emailing orders@x-on.co.uk or by contacting your Account Manager.

For GPs/Clinicians doing Telephone Consultation from Home

GPs should log in to the User Console using their email address and supplied password (password reset is available for those not used to doing this). They can then log in to a home landline or personal mobile in order to both receive inbound calls normally arriving on their extension and make outbound calls to patients. Calls will appear to originate from the normal practice number, or withheld. See here for how to make outbound calls from the User Console.

Telephone consultation calls will follow the integration with the clinical system that operates within the practice when remote access has been enabled.

For GPs/Clinicians doing Telephone and Video Consultation from Home

Surgery Connect will shortly be adding an additional package called GP@Home that will enable both telephone and video consultations to be conducted from a softphone linked to the User Console on a GP's laptop. Please revisit this page over the next few days for availability or register with your Account Manager.

Free Telephone Conferencing Service

X-on is offering a free secure telephone conferencing service including a dedicated number to practices, PCNs, CCGs and other healthcare organisations. Please email sales@x-on.co.uk to get this set up and allow one working day.