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This feature enables EXACT EXACT to automatically send patient appointment follow-ups by SMS, Email and/or EasyPost.
Where the appointment follow-up medium is SMS, if patients return an SMS keyword, EXACT EXACT can automatically reply with a second follow-up SMS.
This is an automated feature requiring no user workflow.
However, users Users can track SMS follow-up responses per patient, and use the SMS Follow-up Responses Report Report as a management tool.
Configuring Automatic Appointment Follow-ups
Options are flexible so you need to carefully plan the configuration to best match your patient demographics, practice culture, practice business objectives, and patient technology preferences.
Decisions include:
What follow-ups should you have after a patient appointment?
(You can have up to three appointment follow-ups, set at different intervals (hours, days, weeks), in three different media (SMS, Email, EasyPost), targetted at specific types of patients/appointments as identified by query template)If you conduct a survey, how many levels should you use in the measurement scale?
(up to six levels such as 1, 2, 3, 4, 5, 6)Do you want a second follow-up? When the patient replies to the survey by SMS, stating a keyword, what should you say?
(You need to create an effective template SMS response to each survey score (keyword))What survey objectives to set for practice management?
What Provider objectives to set for patient scoring?
(you can compare Providers or track each Provider over time)What practice objectives to set for patient survey scoring?
(you can track mean scores for the practice)How often to review the SMS Follow-up Responses Report and track performance?
Will you schedule the SMS Follow-up Responses Report?
Configure Appointment first follow-ups
Overview
In the Appointment Follow-ups Wizard, create up to 3 automated first follow-ups in any of these media: SMS, Email, EasyPost.
For each first follow-up,
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Create and specify a template according to the medium.
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Specify the sending intervals (in hours, days and weeks) after the appointment.
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To create automated
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Follow-ups to a patient appointment
Access the configuration wizard from Configure > Automatic Appointment Follow-ups.
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The Automatic Appointment Follow-ups Wizard displays:
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Select Next> to display the next wizard page:
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In this screen you can create up to three follow-ups, which can flexibly vary according to:
Type , sending - What method of communication, Email/SMS/EasyPost
Sending interval after the appointment, the template . How long after with Hours/Days/Weeks being an option.
Template that EXACT will send, and the target . More information on how to configure templates can be found here.
Target patients (whom you can specify by Query Template, according to parameters such as type of treatment or payor).EXACT . More information can be found on how to create query templates here
Considerations
The query entered will be triggered when the appointment has been completed so any date filters must take that into account. For example if you wanted to send some information to a patient 7 days after a completed COT then the query would be Completed Courses of Treatment Today rather than 7 days as the query will activate when the appointment is complete rather than 7 days later.
EXACT will only send one follow-up message per day, even if three are configured. This caters to a situation where the patient has both a Dentist and Hygienist appointment but receives a single follow-up rather than duplicate follow-ups.
Note that when you 1) create an SMS follow-up and 2) assign an appropriate template, the Keyword settings button is activated, and you can opt to select this in order to Configure
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EXACT's second follow-up.
Example:
One hour after after patients have had a tooth extracted,
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EXACT can initiate an EasyPost after care brochure on tooth extraction, to reach them within an estimated 2 - 3 days, and
Two days after patients have had a tooth extracted,
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EXACT can send them a courtesy SMS with brief instructions for care, and
Three days after patients have had a tooth extracted, and once they have likely received the courtesy SMS and the After Care EasyPost brochure,
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EXACT can send them an SMS survey requesting keyword-feedback on the quality of their appointment.
Sample courtesy SMS:
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Sample survey SMS:
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Configure the optional second follow-up
The second follow-up is an SMS response to an SMS keyword received from the patient from the first appointment follow-up.
To configure the second appointment follow-up SMS reply
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Access access the configuration screen from the Keyword Settings button:
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The Appointment Follow-up SMS Reply Setup screen:
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More details
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Tracking patient SMS Follow-up Responses
Go to the Patient File > Contacts tab, where you will find all SMS follow-up responses listed.
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Running the SMS Follow-ups Report
This report only applies to SMS Follow-up responses with keywords enabled. It is designed to capture feedback from patients by asking to reply with a number rating based on the treatment they receieved.
To run the SMS Follow-ups Report
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