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X-on Health Surgery Connect

X-on Health Surgery Connect is the is the assured supplier of Surgery Connect available from the Advanced Telephony Better Purchasing framework (BPf). 

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Solution description

Benefits to Patients

  • managed queues with unlimited recorded information
  • call back option to avoid queue waits
  • options to self serve for some common needs
  • intelligent call routing: VIP Prioritisation to access appropriate care

Benefits to Practice Managers and Receptionists 

  • real time view of staff availability and access demand
  • rules based and manual control of group membership
  • immediate access to call flow changes and patient messaging
  • patient identification and screen pop reduce call handling time
  • calendars and mode switch automatically change patient call flows
  • call recording reduces complaints and creates full audit path

Benefits to clinicians

desktop tool for single click patient contact phone, video, SMS and photo request

automatic or manual file of communications to patient record

management of appointment lists linked to EPR

remote working and mobility via softphone and mobile

Benefits to PCNs, ICBs and NHS 

  • scales to multi-practice environments
  • incorporates staff mobility for work-anywhere
  • route to scale historical performance data or dashboards 
  • support population health such as campaign calling
  • unlimited lines and full federation

Features

Features include
  • intelligent call queues, queue position, playlists
  • patient call back option with retries
  • automatic call distribution, skill based, priority and overflow routing
  • patient self-routing to alternative teams and resources
  • SMS links to patient from call flow for data collection and OC
  • option to check, cancel, book appointments with EPR integration
  • desktop tools for single click patient access
  • video calls with switch to video mid phone call
  • all patient communications rolled up into EPR consultation record
  • new number capture for input to EPR
  • data capture for unattended telephone triage
  • SMS on demand with template and save to record
  • real time and historical reports across practice or estate including live dashboards

Interoperability

Surgery Connect is interoperable with: 

  • EMIS Web
  • EMIS Community 
  • TPP SystmOne 
  • Cegedim Vision (Awaiting update from Cegedim for full integration) 
  • API Access is available for embedded data controls and integration with other systems.
  • links to Online Consultation platforms (for example eConsult) during call flow

Implementation

Softphone Only Implementation

  • service build time scale typically 5-10 working days
  • number porting 10-20 working days
  • number allocation from range 5 working days

Delivery of services on X-on supplied Broadband

Contract to go live 10 weeks encompassing:

  • site survey
  • cabling
  • handset installation and provisioning
  • go live planning and on site engineer support

Delivery on COIN or HSCN Connectivity (scale only)

  • implementation subject to project plan
  • dedicated project manager
  • LAN cabling or daisy chain options 

Training services

  • remote training courses (3) conducted prior to go live for reception staff, clinician and manager
  • additional on site or remote training
  • full suite of self training material or videos 

Service level agreements

Service availability

  • 99.9% SLA without critical incident
  • deployment on 3 redundant UK data centres
  • mobile backup for site connectivity failures

Customer service

  • telephone support 24/7/365 for critical incidents
  • telephone supportt 08:00 - 18:30 for all assistance
  • online support portal for ticket management
  • assigned customer relationship manager

Minor problems

  • report via the X-on Support Portal or report by phone in working hours
  • time to respond 4 working hours: Time to fix 5 working days (hardware) 20 working days (software release)

Serious problems

  • report via the X-on support portal or report by phone in working hours
  • time to respond 1 working hour: Time to fix 2 working days

Critical problems

  • report via the X-on support portal and then follow up by phone, quoting the ticket number, to in working hours
  • report by phone to duty engineer at all other times
  • time to respond 15 minutes: Time to fix 8 working hours

Last edited: 16 May 2024 3:40 pm