If you haven't already done so, please watch the video below which gives an overview of the Remote Consultation area on FourteenFish, including how recorded phone calls work...
Step 1: Go to the Remote Consultation tool on FourteenFish
First, log into your FourteenFish account.
From your dashboard, on the right hand side you should see the Remote Consultation box. Give it a click to go to the Remote Consultation area.
If you can't see the box then please read the article I can't access the Remote Consultation tool.
Step 2: Click on "Phone call"
Step 3: Enter the patient's phone number
This can be a mobile or landline number. Unlike recording a video consultation, phone consultations do not rely on the patient using a mobile phone.
💡TIP: If this is your first time using the Remote Consultation tool, have a practice first with a friend or colleague. You can just delete the recording afterwards.
Enter the patient's phone number in the box. Before you click "Invite patient", you can see a preview of the message that will be sent to the patient.
Step 4: Wait for the patient to consent to recording
The patient will receive an automated phone call explaining that you'd like to record the consultation for your training and assessment. Here is the exact message:
Your doctor would like your permission to record this consultation for training and assessment purposes. If you're ok with that, press 1. If you don't want your consultation recorded, press 2. For more information please visit fourteenfish.com/recording
Once they have pressed 1 or 2, they will hear a message that they will soon be connected to their doctor.
If the patient does not press a key within 5 seconds then we will ask them again but this time they will be able to simply say Yes or No to the question. We then interpret this response using speech recognition. This is to help people who have difficulty using a phone keypad.
While we are carrying out the automated recording consent, you can see more details of what's happening on the page. This updates in real time.
If the patient does not consent to recording, the patient will be asked to hang up and wait for you to call them back. We will show you their phone number on the screen to avoid you having to look it up again. At the same time, we simultaneously delete the patient's phone number.
If the patient consents to recording, they are played the following message...
Thank you. If you change your mind during the consultation and would prefer not to have the call recorded, please tell your doctor. Please hold while we connect you.
Step 5: Phone the number on the screen and enter the code
Once the patient has consented to recording, you will be shown a number to call and a 9-digit code.
Dial the number, and then enter the 9-digit code on your phone's keypad. You will then be connected to the patient straight away.
You can make the call from a landline or mobile, it doesn't matter.
Step 6: Conduct the consultation
Conduct the consultation as you normally would. The recording will start once you connect.
You might want to use an app on your phone to time the call. If you are using your smartphone to make the call, you can get a timer up on your computer screen by Googling "Timer 10 minutes". See How long can my recorded consultations be? for more details about judging the time of your phone call.
Step 7: Finish the consultation
To end the consultation, just hang up your phone. On your computer you will then be taken to the Workbook page to fill in some details. As soon as you leave the video call the consultation will finish.
Step 8: Complete the Workbook
You will only be asked to fill in the Workbook if the consultation was recorded.
Give the case a short title, keeping in mind this will potentially be seen by your supervisor and the examiners as well as yourself.
Fill in the other details of the workbook, including a sentence to give an overview of the case.
And you're done
Phone call recordings take very little time to process, so you will be able to listen to your recorded call almost straight away if the patient consented.
You can then ask your supervisor for feedback on the consultation if you like.
Comments
24 comments
Should we be asking the patient to confirm their name and date of birth during the recording?
Hi Abby, yes you should follow your normal procedures for verifying the identity of the patient.
Ebrahim Aboujaafer – Yes you can share a consultation with multiple people, and you can still submit them for assessment.
Shahidul Haque Chowdhury – To delete a recording you just need to click on it in the main list and then scroll down the page a bit. You should then see a grey button called "Delete consultation".
Shaieb Haleem Tariq – I have only just seen your comment above, sorry for the delay in replying. Have you had any luck? If not it's probably something to do with the way your practice phone system (I'm guessing it's VOIP based?) handles DTMF tones. If you're still having issues, please raise a support ticket.
Hi Shehnaz, I'm very sorry about this. We made a bad choice when choosing how to encode phone recordings which meant they were incompatible with Internet Explorer. We are in the process of re-encoding all the phone call recordings, but with over 45,000 calls recorded before we changed the encoding format this is taking a while. At the time of writing this there are about 8,000 recordings left in the queue, which at the current rate of processing should be finished by around 3am. In the mean time you can use another browser (e.g. Chrome) to listen to any phone recordings that haven't yet been re-encoded.
Shehnaz i dont have any of that issues. You should raise a support ticket ASAP
Unfortunately with only 1 week to go we are unable to access any of the recorded phone calls on FourteenFish platform and no one is able to help resolve the issue
Hi, for some reason i seem unable to connect to the patient if I dial from my surgery landline. It doesn't respond to me dialing the code. Is there anything that I can do to fix this.
Thank You
Dr. Ebrahim yes you can share with more than 1 supervisor/educator provided in line with GDPR. Also if you use these consultations for COTs on your e-portfolio then i think the guidance is you should not submit them for assessment. If you are sharing with them just for the sake of sharing and generating discussion then i think it should be okay.
Hi, can we share recording with more than one educator? and the ones we share, we will still be able to submet them wont we?
Thank you
How do you delete a recording?
Hi Katherine, we have now updated this page to reflect some changes we have made to the consent process on phone calls. As a result of feedback we've received from our users, the phone call no longer proceeds if the patient doesn't give their consent to the consultation being recorded. Instead, the patient is told that their doctor will call them back shortly.
We've also added a new message which the patient hears if they do give consent...
Thank you. If you change your mind during the consultation and would prefer not to have the call recorded, please tell your doctor. Please hold while we connect you.
The issue of patients feeling obliged to consent is a tricky one. We may update our system further based on your comments above but we need to think about this further.
can this work from an ipad?
Hi Santosh, we have now added a "Shared" tick to the consultation list so you can see which ones you have shared. At the moment there is no option for self reflection but we'll be working on this soon.
Would it be possible to change the consent statement that patients hear at the beginning so that it is made clear that the doctor will not know whether they have agreed or not to the recording, and that their decision will not affect their care and they can change their mind at any point? I am concerned that patients will potentially feel disadvantaged in their care and I think currently patients would assume that we do know whether they have consented, which could lead to difficult conversations.
I have shared few phone calls with my supervisor but can’t find which ones I shared. Can’t see it in the audit trail either. I cannot add my comments for self-reflection, so that supervisor can feedback on my consultation and my comments. Is there a way to do these?
Hi Hazel. If they answered "no" to the recording consent question before the beginning of the consultation then the call won't have been recorded at all. Therefor I'm afraid there is no way to retrieve a recording even if the patient later says they would have been happy for it to be recorded.
Hello, I just completed a call and entered the info at the end. Pt has not consented prior to the phone call, but verbally did so at the end. Can I change the consent with the patient's permission? Or is it one I just cannot use? Thanks
You don't need to check, the automated consent at the start of the call is sufficient and we document this in the audit log for the consultation.
We are going change the message at the start of the call soon, so that if the patient is on a landline they will hear something similar to "If you change your mind part way through the consultation and would rather not have the call recorded, please just let your doctor know". I will put a comment here once this is done and update the article above.
If we called the patient on a landline, how do you check that they still consent at the end of the call? Do we need to ask them during the call?
Yes the supervisor can review consultations on a PC or an iPad.
thanks so much for prompt reply- am a trainer in a practice wondering if buying an ipad would be useful for the purpose of recording and reviewing for RCA for trainee who is in the June cohort. can trainers review the consultation recordings on the website on a PC/ipad? much appreciate your help as obv under a lot of time pressure and want to do what we can to support trainee
Yes you could set up the phone call from an iPad, but you would need a phone (landline or mobile) to dial the number we give you. In the future we are planning to allow you to join from the website too, which would enable you to use an iPad or a PC instead of a phone.
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