How to make an outbound call to a care seeker

Phone calls made when following up/responding to care enquiries can be tracked via CareHQ, allowing calls to be recorded for later review, and with user notes saved to summarise each call outcome. Calls made in this way contribute to a call history for each care enquiry and form the basis of reporting on outbound call activity/outcomes.

This article covers how to set up outbound phone numbers for use with tracked calls, and how to make a tracked outbound call to respond to a care enquiry on CareHQ.

How to set up outbound phone number(s)

To make a tracked outbound call to a care enquiry, you must initially set up your outbound phone number(s), as CareHQ will not use the stored default mobile number on your profile - only number(s) that you have added specifically for outbound calls. You can include the mobile number stored for your account, but if wanted, this must also be added to your outbound phone numbers.

To add one or more outbound phone number(s) to your profile, follow the steps below:

• Select your name at the bottom of the main menu, then select Update my profile.
• At the top of the page, select the Outbound phone numbers tab.
• Select Add then enter a Name to help you identify this number, and enter the Number itself, then Save.

To add other numbers to the list, repeat the last step above.

How to make a tracked call to a care seeker on CareHQ

As a CareHQ user responding to a care enquiry, to call the care seeker/key contact, follow the steps below.

Making an outbound call

To respond to a care seeker with a call:

• Select Care enquiries from the main menu, then select the enquiry you wish to contact.
• You may either:
  • Select the Comms action from the top of the screen and then select Call, or...
  • Select the Comms tab, then select the Call action at the top of the screen followed by the name of the person you wish to call.
• On the Call screen, select the number you wish to call from (from your outbound phone numbers) then select the number to call from those stored for the care enquiry (or this number will already be selected if you chose a named person to call from the Comms tab).
• Select the reason for the call from the list, then Start call. Your number will be called initially, so answer your phone and the system will then automatically call the recipient.

The Outbound call status screen is displayed while a call is in progress, showing the current call status, timing and other details. Status will move from Queued to Ringing, and if connected the status will show In-progress and finally Completed after hanging up.

Following an outbound call

After making a tracked call in response to a care enquiry on CareHQ:

• If the call was busy or not answered, or went to an answering machine, there are no further steps and you will be returned to the Calls listing within the Comms tab for the care enquiry. The basic call details will be logged, with no outcome.
• If the call was answered you will be presented with the Update Call form:
  • Select whether the call was successful or not (based on the reason for the call), and enter a call Summary, then Save to record the call outcome.

Following a successful call, the call view page is displayed which includes all details for the call and, if call recording is enabled, allows the recording to be played back. There are also actions available to Call again or Update the details if necessary.

To review the details of any tracked call, select the call from the Calls listing within the Comms tab for the care enquiry.