SMS Replies gives your patients the functionality to reply to an SMS message sent from the practice. Its important to monitor these replies and action as required.
To view SMS Replies go to Administration->SMS Replies
This will bring up the List SMS Replies screen
By default it will only show the incomplete replies. As you action replies you can tick them off the list by clicking on the tick checkbox on the left hand side. By ticking Show Completed in the bottom left it will show all SMS replies ever received.
The date and time of the reply will be displayed and also show it has been attached to a patient file. EXACT will do this automatically if the number matches a unique mobile in your database (If 2 patients share the same mobile number it will be unable to match).
If an SMS reply has not been matched to a patient you can use the Match Reply button in the bottom left to do this. Once matched the reply will appear in the patients Contacts tab.
You can also reply to an SMS from this screen by clicking Reply to [Patient Name]
On your list of replies It will display whether the patient is on the Short Notice List and whether it was a reply to an appointment reminder, showing the details of that appointment.
There are options to confirm or cancel the appointment based on their response by highlighting the appointment and click Cancel/Confirm Appt. You can set up keywords to do this automatically for you
To monitor SMS replies you can also use the workspace icon which will show users how many outstanding SMS replies there are to action. To find out more information about setting up workspaces you can view Configuring User Workspace
You can also add a tab to the appointment book. This will work the same as the SMS replies screen shown above but it will be accessible from within the appointment book avoiding your Reception team having to navigate away from the Appointment Book.
For more information on setting up Appointment Book tabs you can view Adding Activity Tabs to the Appointment Book
