• If the participant Answers and is available, the Agent selects "Call Answered" and the system automatically presents each question to be asked of that Participant. Click on the Next button to move to the next question.



  • The Call Result choices of Busy, No Answer, Unavailable or Voice Mail will follow the TouchPoint rules as described in the Provider Profile and Create TouchPoint sections.
  • The Bad Data, Uncooperative, Deceased, Does Not Speak English, and Participant in Hospital choices follow the system default rules of:
    • Sending an e-mail to the system administrator notifying them of the call result for that Participant Alert ID.
    • Automatically marking the Participant “Inactive” and suspending all scheduled TouchPoint instances.
  • The Provider is responsible for correcting the Bad Data or resolving the cooperation or language issue and reselecting the Participant as “Active”. Upon reactivating a Participant, all remaining scheduled calls will be reinstated.

  • TouchPoint Rules:
    • The TouchPointCare system has been created to enable a non-clinician to act as the Agent to ask the questions and record the Participant responses. This Agent may be a Provider employee or a contracted third party. The Rules are designed to enable a Provider to automate the system behavior in the event that an outbound call results in no contact with the Participant. The Rules also let the provider determine how many Outbound Call attempts to reach the participant are to be made for each scheduled call.

  • Provider Defined Rules:
    • The Provider can control the system action based upon any of four Call Results that indicate there was no contact with the Participant for up to four attempts. The four Call Results are: Busy, No answer, Unavailable or Voice Mail. The system allows the Provider to control the action unique to each Call Result after each attempt. The Provider can have the system automatically “reschedule” the call for some later point in time. The Provider can also change the “Task” after one or more attempts.
    • When a Call Agent makes a selection from the Call Result menu on the Agent screen, the system will automatically follow the Rules established. Further, the Rules can be specific to a single TouchPoint (see Create TouchPoint section). Thus, a Provider can establish Rules that are the default for all Call Schedules yet override them for one or more specific TouchPoints.

  • Rescheduled: 
    • The “Rescheduled” call result choice gives the Agent the ability to override the TouchPoint Rules to reschedule a contact time from the dropdown list. The TouchPoint Rules will be effective for this new “Rescheduled” call.
    • If the Reschedule Call Result is selected on the final call attempt, as defined by the Rules, this scheduled call will remain on the schedule until it is completed by “Call Answered”.
    • Call Agents are strongly recommended to NOT select rescheduled on the last scheduled call attempt!