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4.9. Computer Telephony Integration

Computer Telephony Integration (CTI) allows interactions on a telephone and computer to be integrated or co-ordinated. For example, when a patient calls, the computer system recognises the number and automatically brings up the patient’s details.

Benefits

  • Personalisation receptionists can answer the telephone using the patient’s name.
  • Can save time accessing records and reduce telephone call time.

Drawbacks

  • Telephone and GP systems may not currently be offering such services.
  • Requires electronic patient details or records.

Further information

You will need to contact your GP system or telephone provider to see whether this functionality is being considered

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