Matching Calls to Patients

(Applies only if you use the optional Channel Track module)

Auto-matched calls

When a patient phones in from a phone number that is recorded in a patient file, EXACT matches the call as being from that patient.

Unmatched calls

When a patient phones in from a phone number that is not recorded in a patient file, EXACT cannot match the call to a patient.

When multiple registered patients phone in on a single phone number (for example, family members using a single phone), the software records the calls simply as Contacts rather than as calls from those specific patients.

Manually-matched calls (by practitioner)

It is possible to manually match patient phone calls to patient files so that those calls are captured by Channel Track, as described below.

To manually match a patient call to that patient's file for Channel Track purposes

1. Listen to a call and identify the patient (probably by asking).
2. Copy or write down the number of the incoming call.
3. Open the patient file Details tab and
   1. Paste or type the phone number into the appropriate field
   2. Select Save.

   

4. EXACT will then match this call to this patient at the next pass (likely one day later), and the data will be available to Channel Track.