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Automatic Appointment Follow-ups

Owned by sarah.whiteacre (Unlicensed)
Last updated: Mar 26, 2021 by Richard Harris
4 min read

This feature enables 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 can automatically reply with a second follow-up SMS.

Users can track SMS follow-up responses per patient, and use the SMS Follow-up Responses Report as a management tool.

To create automated Follow-ups to a patient appointment

Access the configuration wizard from Configure > Automatic Appointment Follow-ups.

The Automatic Appointment Follow-ups Wizard displays:

Select Next> to display the next wizard page:

In this screen you can create up to three follow-ups, which can flexibly vary according to:

  1. Type - What method of communication, Email/SMS/EasyPost

  2. Sending interval after the appointment. How long after with Hours/Days/Weeks being an option.

  3. Template that EXACT will send. More information on how to configure templates can be found here.

  4. Target patients (whom you can specify by Query Template, according to parameters such as type of treatment or payor). 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 EXACT's second follow-up.

Example:

One hour after after patients have had a tooth extracted, 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, 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, EXACT can send them an SMS survey requesting keyword-feedback on the quality of their appointment.

Sample courtesy SMS:

Sample survey SMS:

 

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 access the configuration screen from the Keyword Settings button:

The Appointment Follow-up SMS Reply Setup screen:

More details

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

  1. Go to Administration > Reports and select SMS Follow-up Responses:

     

  2. Specify print parameters:

     

    (to print all Providers, leave the Provider(s) field blank)

  3. Print example:

     

 

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