Placing a call
Start an outreach call from the patient chart or the call tracker, use live transcription, and handle calls that go wrong.
You can start a Voice Scribe call from two places: the patient chart, or the Monthly Call Tracker when you are working a queue of patients for the month.
Before your first call
Your tenant needs a voice line connected, and your browser needs microphone permission. The platform checks both and will tell you which one is missing rather than failing silently mid-dial.
If calls fail to connect with a message about the voice service, that is a provider-side problem rather than something you have configured wrong. Refresh once, then raise a support ticket if it persists.
During the call
Live transcription runs as you talk. Detected clinical terms are highlighted so you can confirm them with the patient before hanging up, which is far cheaper than correcting a draft afterwards.
Call controls (hold, mute, end) are available throughout. Ending the call starts transcription finalisation and then note generation.
When a call goes wrong
Three different situations, three different actions. Choosing the right one matters, because they have different consequences for the record.
| Situation | Action | What happens |
|---|---|---|
| You dialled and want to abandon before anything useful happened | Cancel | The session is cancelled. No note is generated. |
| You reached the wrong patient | Discard everything | The call, recording, transcript, and any draft are purged together. |
| The patient was unreachable, declined, or asked to reschedule | Skip the note, with a reason | The patient stays in next cycle's worklist. No billing minutes are touched. |
If you reach the wrong patient, use Discard everything. Do not simply cancel and move on. Discarding purges the transcript and draft together, which is what keeps another patient's PHI out of this patient's chart.
If note generation fails
A failed generation is recoverable. You have three options:
- Retry generation on the same transcript.
- Write a manual draft and attest that instead. Manual drafts are a first-class state, not a workaround.
- Retry the recording fetch if the transcript itself never arrived.
Continuing a call
If a call drops and you dial the patient back, continue the existing session rather than starting a new one. That keeps a single call session, a single transcript, and a single set of minutes for the encounter.