Making And Receiving Calls

Spruce can be used to make outbound calls to patients without disclosing your personal number.

Once you've selected your Spruce Number via the Phone Setup, making and receiving calls is easy. There are two ways that you can make a call; from within a patient conversation or by using the dialpad within the mobile app.

Making Calls

Within a Patient Conversation

  • To place a call, click into the relevant patient conversation, then tap the phone icon in the upper right. If you cannot see the phone icon, that means you haven't yet associated a phone number with the patient in question. You can do so by clicking the three dots and editing their contact details. This is available on both mobile and web

Using the Dialpad within the Mobile App

  • To place a call, tap on the ‘+’ icon in the lower right hand corner of the screen, then select 'Dialpad'. You have the option of selecting a number from your contacts (upper right hand corner), or by directly entering the phone number on the screen. Calling a number creates a new standard conversation if one doesn’t already exist with that phone number. Please note that if you have a secure conversation with a patient but no standard conversation, then a standard conversation will be created at this time.

When you place the call, don't be surprised that the number shown is not the patient's. This is just an artifact of how we disguise your phone number. On the other end of the line, the patient will see your Spruce number on caller ID.

Always initiate outbound calls from within the app. Redialing from your recent call list will reveal your personal number.

Here's a video which shows how to place an outbound call from the Spruce app:

Placing calls from the Spruce app from Spruce Health on Vimeo.

Receiving Calls

When a patient calls your Spruce number, it will ring through on your cell phone, as well as on any other phone listed in the 'Numbers to Ring' list (in Settings). Whoever picks up first will field the call.

  • Incoming calls from patients will show up on your phone as a call from your Spruce number to denote that it is a professional call. You can still screen your calls by answering and listening to the announcement of the patient's name or number.
  • If you answer the call, you will be given the choice to 'Press 1' to be connected, or hang up to send it to your Spruce voicemail. If you opt to hang up, the patient will hear a greeting that names your practice and asks them to leave a voicemail. This is also true if you don't pick up at all. Learn more about Customizing your Voicemail here.

Here's a video that shows how to receive an incoming call on Spruce:

Incoming Calls on Spruce from Spruce Health on Vimeo.

All calls are recorded in the patient conversation, automatically documenting that the call took place (whether inbound, outbound or a voicemail).

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