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EBO - Phase 1 (Trust Tasks (Receive alerts of cancelled appointments…
EBO - Phase 1
Trust Tasks
Staff alerts
Configurable email notification to appropriate staff (??)
Human takeover
Triggered by patient request
Dialogue capture
Training required
Record patient preferences in Rio
Onboarding
End to end appointment handling
Send appointment reminders
With details of how to cancel
Frequency & content configurable by trust
Reduce DNAs
Auto-management of booking module within Rio
Receive alerts of cancelled appointments
Number of previous DNAs
Number of previous cancellations
Number of consecutive cancellations
Notify admin staff to escalate if necessary
Send notification of whole clinic cancellations
Link out to wellness questionnaires
Store/audit all conversations
Accurately verify patient identity
Accommodate for patient/carer etc to access in place of patient
Patient Tasks
Book Appointments
Restricted to certain clinics?
Trigger notification to patient upon referral process
Cancel Appointments
Include cancellation reasons
Trigger alert to admin staff
Receive appointment confirmations
Include appointment details
Link to website
Cancellation process
Assume patient attendance unless they cancel
Include any prerequisite requirements
Complete wellness questionnaires
Opt in/opt out process
Onboarding
Access FAQs
2 way natural language conversation
Access via facebook messenger or webchat
Receive appointment reminders as push notifications
Not in scope for phase 1
Reschedule appointments
Intelligent waiting lists
Internal staff communication channel
Auto-discharge follow up
Multi-lingual support
e-Referral process
Open referral
Capture responses to questionnaires via the CM
Additional FAQs
Send PROMS/PREMS (in chat)
Other
Self-learning to improve overtime
Admin Management
Top 20 common FAQs