Automate flu jab bookings with Virtual Care Navigator
Managing flu jab bookings can overwhelm even the best reception teams. Virtual Care Navigator (VCN) automates this process, allowing patients to book flu jab appointments over the phone without speaking to a receptionist. VCN operates 24/7, so patients can schedule their jab whenever it is convenient for them, even outside office hours. Appointments are automatically booked directly into the clinical system via their API so no additional inboxes to monitor or messages to process.
As well as booking the jabs, VCN allows patients to cancel and reschedule any appointments that are no longer convenient, saving further staff time.
Why it works:
- Frees up receptionists: Reduces incoming call volumes, letting your team focus on urgent patient needs.
- Increases patient access: Patients can book flu jabs any time of day, improving availability.
Intelligent call routing for efficiency
During winter, call volumes skyrocket with queries about flu, cold symptoms, and jab appointments. Intelligent call routing ensures that the most urgent calls are prioritised, while routine enquiries like flu jab bookings can be sent to an automated service like VCN.
Additionally, some more routine winter related conditions can be automatically signposted to other services, including local pharmacies, via VCN’s self-referral module.
Why it works:
- Improves call handling: Urgent calls go to the right person immediately.
- Reduces bottlenecks: Non-urgent calls can be diverted or handled automatically, keeping phone lines clear.
Dedicated flu option in the phone menu
Implementing a dedicated flu option in your phone menu can significantly streamline patient interactions. This option can include messaging around flu jab eligibility criteria, guidance on how to book appointments, and a direct link to VCN for automated bookings or your online appointment booking platform.
Why it works:
- Centralises information: Patients get all the details they need in one place.
- Simplifies the booking process: Direct links reduce the need for multiple calls, making scheduling easier.
Signpost self-help content to reduce call volumes
Not all winter health queries need a doctor’s attention. Patients can benefit from self-help content, such as cold and flu symptom management or flu jab eligibility criteria. Use your telephony system’s comfort messages (the messages patients hear while on hold or in the queue) to direct callers to relevant self-help resources.
Ways to do it:
- Update comfort messages: Provide advice on managing cold and flu symptoms or direct patients to NHS websites for self-care information.
- Offer flu jab criteria: Let patients know if they are eligible for a flu jab while they wait, reducing unnecessary calls to the practice.
SMS templates for fast information
Your cloud telephony system can integrate with SMS services to send quick texts to patients with helpful information or booking links. This is especially useful for flu jab eligibility, appointment confirmations, or directing patients to cold and flu self-care advice.
Why it works:
- Instant access to info: Send SMS links to flu jab booking pages or NHS self-care guides.
- Reduces call volumes: Answer common patient questions before they even call in.
Callback and queue management for better patient experience
Offer patients the option to request a callback if wait times are long. Queue management features can let patients know their position in the queue and give them the choice to get a callback instead. This small improvement makes a considerable difference during peak periods, especially when flu jab calls surge.
Why it works:
- Improves patient satisfaction: Callbacks ensure patients are not left on hold.
- Reduces abandoned calls: Patients are more likely to stay engaged when they know a receptionist will return their call.
Stay ahead of winter pressures with Think Healthcare
Winter does not have to mean chaos. With tools like Virtual Care Navigator for automating flu jab bookings, intelligent call routing, and dedicated flu options in your phone menu, your practice can handle the increased demand while keeping patient care front and centre. By updating your phone system with smart features, you will not only reduce the strain on your team but also offer patients a better, more efficient patient experience.