Click here to expand...

Open

 

The SMS Replies feature enables patients to reply directly to SMS appointment reminders, promotions, or other queries sent to them.
If configured correctly, EXACT automatically translates the Patient SMS replies into appointment and promotion confirmations / cancellations, and acknowledges back to the Patient via SMS.
A counter alert indicates how many incoming SMSes are unmatched / uncompleted, and require manual intervention, so practitioners are alerted that time-critical responses are required.

This facility's features include:

• EXACT can automatically send template SMS messages to patients following their appointments, request an answer by keyword, and then respond a second time based on the keyword answer. A particularly useful application of this is a patient appointment survey, where for example patients answer with a keyword score of 1, 2, 3, 4,5 or 6, and the practice follows up that answer with an appropriate further message 

• EXACT can automatically process SMS replies for appointments, promotions or other queries.

• EXACT can automatically send receipt confirmation messages to patients. For example, "Thank you for your SMS reply, your booking is now cancelled."

• EXACT can recognise multiple codes as a valid client reply.
  For example, configure EXACT to recognise all of these options as valid for a Confirmation SMS: YES, YIP, Y, YEAH, YAH, OK.

• EXACT lists ambiguous replies (or replies that have been caught by the SMS Replies settings) for manual interpretation and processing.
  For example, EXACT may classify as ambiguous a patient SMS reply of NO WORRIES MATE, and would require a human to interpret and validate such a reply.

• The SMS Replies icon on the workbar includes an alert counter to show how many incoming SMS Replies are unmatched / uncompleted, and therefore require manual attention (image below).
  The number increments from 1 through 9+.
  To draw the user's attention,

  • Just the first counter alert includes the Windows default audio alert sound

    • Because some unmatchable SMS Replies received also cause an alert (such as messages from staff sent to the Practice), the SMS Replies table clearly identifies which SMS Replies are for the Short Notice List:

      Open

      

    • Receptionists need not leave the Appointment Book to monitor ambiguous SMS Replies - an optionally-displayed SMS Replies Tab in the work area displays a list of ambiguous SMS Replies, and provides Match, Confirm, Cancel functions to deal with them.

    • Receptionists can monitor the progress of SMS communications by means of SMS status icons in the appointments, and can see when appointments are confirmed by means of a Confirmation icon in the appointment.

    • Receptionists can monitor appointment cancellations by means of an optionally-displayed Cancels Tab in the Appointment Book work area.

    • Use Merge Fields to create SMS templates.

    • Customise for your phone-answering capacity. To avoid the practice being overloaded with simultaneous bulk replies, stagger the sending times for bulk messaging, or specify that a message should only be sent every [n] minutes.

    • Configure EXACT warning prompts if it will take longer than [n] days to deliver any SMS message.

    • Email and SMS are configured independently, so you can use them to complement each other.
      For example, send a reminder email two weeks before the appointment, then follow it up with an SMS message a few days prior to the appointment time, and a second SMS message a few hours before.

Benefits

Increased revenues:
SMS functionality drives increased recalls, reduced Failed To Arrives and increased response to promotional offers.

Better way of keeping in touch:
SMS integrates seamlessly with your EXACT practice management software providing a quick, simple, effective means of keeping in touch with patients and prospects.

Automate your Short Notice List:
SMS Replies is the means to automate your short notice list management, makin it easy for patients to confirm or cancel their appointments.

Business efficiency:
The high degree of automation saves time and resources for the Practice.
The SMS Replies facility rounds out the Recalls workflow.

Client convenience:
Because patients reply with a simple code only, such as just YES or just NO, the facility is quick and convenient for them; they need not phone, email or visit to confirm or cancel appointments. Patients typically view this as a professional and helpful service provided by the Practice.

Immediacy:
Cell phone technology is ubiquitous in the population, so patients typically read SMS recall information immediately, and typically are more responsive in replying by SMS than by other media.

 

Requirements

For the SMS Replies facility your practice must meet all of the following requirements:

• Clients need to sign a Software of Excellence SMS Agreement that lays out the terms of SMS usage, even if the SMS module is already activated.

• Appointment reminders will only work if set for a future date; they do not function if set today for today.

• Manually generated reminders must be manually processed: SMS Replies software is designed to function with automated reminders sent to Patients. The software links the pending appointment with the automated SMS Reminder, with the patient's SMS Reply. It is possible to manually contact single or multiple patients by means of SMS reminders, but in this case EXACT has no automatic means to link your sent SMS Reminder and the patient's SMS Reply with a pending appointment. So, if you manually create SMS Reminders, EXACT will always send the consequent SMS Replies to the Manage Replies List and to the SMS Replies Tab, for you to manually confirm who this is from, what it relates to, and what actions to take.

• Prerequisites for the SMS Replies setup:

  • The EXDOC^e module must be registered in Practice Information.

  • To use EXDOCe, you need either an Internet connection through a local area network (LAN), or a dialup account with an Internet Service Provider (ISP), and at least one workstation with hardware and software to connect to the Internet.

  • Patients who are to receive Emails as both Email and as SMS messages on their cell phones have the appropriate SMS checkboxes selected in their Patient details.

• Correct configuration for SMS Replies:

  • Email Parameters must be correctly configured (procedures are described in the SMS Replies section).

  • Automatic Appointment Reminders must be correctly configured (procedures are described in the SMS Replies section).

  • Keywords for SMS Replies must be correctly configured (procedures are described in the SMS Replies section).

    IMPORTANT: Keywords must be unique across all active contact lists and automatic appointment reminders.
    For example, you cannot use YES as a keyword for a currently active contact list and appointment reminder template, but you could use YES for the appointment reminder and YES1 for the contact list.

• Recommended configuration for Receptionists:

  • Display SMS Replies Tab and Cancels Tab in the Appointment Book work area

For the SMS Replies alert counter, the following requirements/limitations/exclusions apply:

• The Alert will only increment for incoming UnMatched / Uncompleted SMS Replies since the v11 upgrade; earlier SMSes are not counted.

• Some SMS Replies received may not be matchable, such as messages from staff sent to the Practice, and these unmatched replies will cause an Alert.

• Current Configuration allows users to choose whether or not to auto reply to a successful ‘Match’ to a Short Notice List Request.

• If EXDOCe is registered, but the SMS Provider is not SOE, then the SMS Replies Alert is not required (SMS Replies for providers other than SOE are not enabled currently)

• Just the first incoming UnMatched / Uncompleted SMS Reply triggers an audio alert. This is not configurable via EXACT but by the Windows default alert.

Using

SEE ALSO: Portal blog/video - Are you getting the most out of your SMS? Part 1 | Part 2 | Part 3

With the appropriate configuration, EXACT processes SMS replies, matches them to patient name and appointment times, and populates the Appointment Book with confirmed appointments, all without human intervention.

However, if the replies are ambiguous, EXACT cannot match them, and this automation is not possible. Practice personnel (normally Receptionists) should therefore routinely monitor the SMS Replies List for these ambiguous replies and manually match them (establish whom an SMS is from, what it relates to, and what actions should be taken).

Types of SMSes normally displayed in the SMS Replies Lists:

The SMS Replies lists display all incoming SMSes that EXACT cannot confidently classify and act upon. These can include

• Arbitrary messages such as "Hi I'm new to the area and want to sign up as a patient"

• Ambiguous replies to Contact List SMS campaigns run by the Practice. For example, the Practice outgoing message is "Hi Mrs Smith, we have a promotion. Whitening treatment just $80. Reply just YES1 if interested or just NO1 to decline". And the ambiguous response is "yes but only next month".

• Ambiguous replies to appointment reminders. For example, the Practice outgoing automated reminder is "Hi Mr Jones, you are due for a dental appointment at 3pm on 18 Nov. Please reply just Y to confirm or just N to cancel". And the response is "Are you sure? I thought it was the 19th".

These SMS Replies are listed in two near-duplicate screens with equivalent functionality:

• The SMS Replies Tab, an optional display tab in the work area of the Appointment Book.
  Receptionists typically manage SMS Replies by means of this tab plus the Cancels Tab, which lists appointment cancellations.
  It is recommended that Receptionists enable both of these tabs

• The Manage SMS Replies screen, initiated as a full-screen display from Administration > Manage SMS Replies.

Option to display all SMS Replies, including those that EXACT auto-matches:

The SMS Replies list has a Show Completed checkbox. When checked / ticked, all incoming SMS's display in the list.

This includes clearly matched confirmations and cancellations:

SMS reply scenarios:

SMS Reply Appointment Confirmations:

• Patients Confirm correctly (with correct keywords)

• Patients Confirm ambiguously (with incorrect keywords, no keywords, or with extraneous text)

SMS Reply Appointment Cancellations:

• Patients Cancel correctly (with correct keywords)

• Patients Cancel ambiguously (with incorrect keywords, no keywords, or with extraneous text)

SMS Reply for Contact List

Using keywords in manually-generated SMS notices:

It is possible to manually create SMSes and send them to Patients with keyword options. However, these will not result in automated EXACT responses; users will always need to manually process such messages in the SMS Replies lists.

Displaying SMS Replies Tab and Cancels Tab

In most Practices, Receptionists manage SMS Replies from the Appointment Book Cancels Tab and SMS Replies Tab.

It is highly recommended that you enable these Tabs for use by Receptionists.

NOTE: Users require access permissions to be able to configure these tabs.

To configure access rights for adding tabs:

Select the User/User group and then check (tick) the Manage SMS Replies checkbox:

To display the SMS Replies Tab and the Cancels Tab in the Appointment Book

Using the SMS Replies Counter Alert

The SMS Replies icon displays by default on the workbar from EXACT v11.3:

This icon includes an alert counter to show how many incoming SMS Replies are unmatched / uncompleted, and therefore require manual attention.

The number increments from 1 through 9+.

To draw the user's attention,

• The first counter alert includes the Windows default audio alert sound

  .

• The alert periodically wiggles from side-to-side.

... ...

The number on this counter matches the un-checked (un-ticked) incoming SMSes in the SMS Replies table. For example:

Which incoming SMSes are for the Short Notice List?

Because some unmatchable incoming SMS Replies also cause an alert (such as messages from staff sent to the Practice), the SMS Replies table clearly identifies which SMS Replies are for the Short Notice List:

SMS Replies are listed in Patient Contacts Tab

The Patient file has a Contacts tab where all Contacts are listed:

Each SMS Reply is listed against the SMS Reply icon:

Each SMS Reply includes the text that the patient sent, in the Body Text column:

Monitoring status icons in Appointment Book

SMS status icons:

When SMS messages relating to an appointment have been sent, you can monitor a status icon in the appointment to track the SMS progress:

TIP: Hover your mouse over the icon for a tooltip display.

Appointment Confirmed:

Marking SMS Replies as complete

Patients normally reply with the appropriate SMS keyword, and EXACT then automatically confirms the appointment with the patient, and marks it as complete.

You will not see this in the SMS Replies Tab or SMS Replies List.

However, patients sometimes send incorrect keywords or confuse the SMS response by adding additional words with the keywords.

For example,

• Instead of replying "YES" to confirm, a patient replies "YES but I'll be five minutes late because I'm dropping my child at the Preschool".

• Instead of replying "NO" to cancel, a patient replies "No mate, not this time".

EXACT displays these ambiguous replies in a List for interpretation / manual processing by Practice personnel.

To notice that SMS Replies are awaiting action

You should initially notice that one of these SMS is awaiting attention when you hear an audio alert and see a counter alert on the SMS Replies icon on the workspace. The number increments for each incoming SMS from 1 to 9, and then shows 9+.

The audio alert is for the first incoming SMS only, and thereafter the icon draws attention by animated movement.

... ...

To check which incoming SMS messages are replies in relation to Short Notice List bookings

Look at the Short Notice List list column in the SMS Replies screen and SMS Replies tab:

To mark SMS Replies as complete and remove them from the lists

1. Click to select the SMS and then click the Match Reply button.

2. Match the SMS to the appropriate patient and appointment / contact list 

3. Click the Confirm Appt button to confirm who this is, what it is for, and what to do.

4. Check (tick) the SMS Reply to mark it as completed. EXACT will then

   • Remove it from the SMS Replies Tab and from the Manage SMS Replies list

   • Decrease the SMS Replies Counter Alert by 1.

The importance of Keywords in SMS Replies

Configured keywords are an integral element in the SMS Replies software.

When a reminder or promotional SMS is sent to Patients, it contains instructions on how to answer using code words.

For example,

"... Please answer just YES to confirm or just NO to cancel your appointment".

"Interested in our Whitening Promotion? Answer just YES3 or NO3".

To create keywords using the EXACT conventions and limitations

Keyword conventions and limitations:

Keywords need to follow certain conventions:

• Keywords maximum size is 25 characters.

• Keyword minimum size is 1 character.

• Keywords cannot contain spaces.

• Keywords must be alphanumeric (special accented characters are OK).

• Keywords cannot occur in a single keyword list twice.

• The total length of all the keywords in a list cannot exceed 250 characters.

• (IMPORTANT) A keyword cannot exist in any other active keyword list, whether for appointment reminders or contact lists (inactive contact lists are not counted).

  For example, you cannot use YES as a keyword for a currently active contact list and for an appointment reminder.

  If you need multiple options for YES and NO, variations could include YES1, YES2, Y1, Y2, OK, OK1, NO1, NO2, N1, N2, etc.

To free keywords for use

Keywords associated with lists may be made available to new lists in two ways:

• Deleting the keyword from the original list

• Checking the list as Complete (inactive)

Appointment Reminder Keywords are configured mainly from these screens:

Configure > SMS Templates...

Configure > Automatic Appointment Reminders and Replies:

Configure > Automatic Appointment Reminders and Replies > Keyword Settings:

Monitoring and Matching SMS Replies

This section describes EXACT's two SMS Replies screens, lists circumstances when user intervention is required, and describes procedures for Appointment Confirmations and Cancellations with either of these screens:

Two near-duplicate screens:

• The SMS Replies Tab in the Appointment Book

• The Manage SMS Replies screen

Procedures with either of these screens:

• When SMS Replies require user intervention

• Flowchart - SMS Reply Appointment CONFIRMATIONS

• Flowchart - SMS Reply Appointment CANCELLATIONS

• Managing SMS Reply for Contact Lists

SMS Replies Tab

The SMS replies Tab is an optional tool for Receptionists or other users of the Appointment Book. It is a near duplicate of the list in the Manage SMS Replies list.

It only displays if enabled.

It lists those SMS Replies (and other incoming SMSes) that do not meet configured keyword requirements, and therefore need human intervention to determine what they are and what to do with them.

EXACT populates the columns as best it can based on the incoming SMS Reply.

Look at the Short Notice List column to identify which of these incoming SMSes are unmatched SMSes in relation to short notice gaps - these will need to dealt with as soon as possible.

The Reply column is especially significant - this is the text content in the Patient's SMS Reply.

SMS Replies Screen

This screen lists all the SMS messages that were received by the practice that were either not automatically processed by EXACT, or were added to the SMS Replies list because the settings in EXACT directed them to be.

To open the Manage SMS replies screen

Either access from the Administration Menu or from the Workspace shortcut:

To use and interpret the Manage SMS Replies screen

This is a near duplicate of the list in the SMS Replies Tab of the Appointment Book.

EXACT populates the columns as best it can based on the SMS Reply.

Look at the Short Notice List column to identify which of these incoming SMSes are unmatched SMSes in relation to short notice gaps - these will need to dealt with as soon as possible. 

The Reply column is especially significant - this is the text content in the Patient's SMS Reply.

When SMS Replies Require User Intervention

Circumstances where SMS Replies require manual action:

SMS Reply Appointment Confirmations

This applies to automated appointment reminders and to appointment reminders sent out via Contact List, where the Contact List has the appointment function enabled: Use list for appointment booking

This applies to automated appointment reminders and to appointment reminders sent out via Contact List, where the Contact List has the appointment function enabled: Use list for appointment booking

Managing SMS Reply for Contact lists

Patient Contact Lists enable a Practice to contact specified lists of Patients by means of a template and keywords, with an option to Use list for appointment booking.

With this appointment option enabled, the SMS Replies procedures are the same as for automated appointment reminders:

• If a Patient receives an SMS from an existing Contact List and replies correctly, EXACT automatically matches the patient to the contact list and the appointment, and confirms or cancels the appointment in the Appointment Book. No user intervention is required.

• However, if a Patient replies with ambiguous keywords (not specified on the Contact List), EXACT cannot match the SMS, so it cannot act upon it. EXACT users need to manually match ambiguous Contact List SMS Replies, to a patient and an active Contact List, and then Confirm Appointment or Cancel Appointment.

Contacts List screen and Contacts List Tab

Contacts Lists can be managed from two other areas of EXACT:

• From the Administration > Contact Lists.

• In the Multi Column appointment book in the Contact Lists Tab.

From these screens, patients can be contacted, patient records can be updated, and appointments can be booked in the Multi Column appointment book. Patients are removed from the list when marked as Completed.

Monitoring Patient SMS Follow-up Responses

From version 11.3 SP6 EXACT can automatically follow-up patient appointments with SMS messages and request patient keyword responses. This is typically used in surveys of patient appointments 

To track patient SMS Follow-up Responses

Go to the Patient File > Contacts tab, where you will find all SMS follow-up responses listed.

SMS Follow-ups Report

From version 11.3 SP6 EXACT can automatically follow-up patient appointments with SMS messages and request patient keyword responses. This is typically used in surveys of patient appointments

This report only applies to SMS Follow-up responses with keywords enabled.

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:

Manually contacting Patients by SMS

IMPORTANT:

SMS Replies software is designed to function with automated reminders sent to Patients. The software links the pending appointment with the automated SMS Reminder, with the patient's SMS Reply.

But what if you want to manually contact patients by means of SMS with keywords?

It is possible to manually contact single or multiple patients by means of SMS reminders, but in this case EXACT has no automatic means to link your sent SMS Reminder and the patient's SMS Reply with a pending appointment.

So, if you manually create SMS Reminders, EXACT will always send the consequent SMS Replies to the Manage Replies List and to the SMS Replies Tab, for you to confirm who this is from, what it relates to, and what actions to take.

Contacting Single Patients by SMS

1. Select the SMS button

   from either:

   • The Recalls window
     (Administration > Manage Recalls > Double-click on a recalls list), or

   • The Contact Lists window
     (Administration > Contact Lists > Double-click on a list)

   The Contact by SMS window launches:

2. Select the

   Single SMS option.

   The Group by Family checkbox will apply to SMS as it does for letters, and allows email to family members to be sent together. It is greyed out and unavailable if the Single SMS option has been clicked.

   The Tick as complete when message sent checkbox will flag the recall procedure for the SMS recipient(s) as completed once the SMS is sent.

3. Select OK to display the SMS Details window.

4. Select the Provider, Specialist and SMS templates (click in each field to activate the selection controls for that field).

5. If you select a Category, it will be added against the SMS and displayed in the Category column in the Contacts tab as EXACT does for letters, as a quick reference to identify the purpose of the message.

6. Click the

   button to open the Create SMS window, with the Description and Message fields defaulted (if you chose an SMS template), or the screen blank to enable you to enter your own details.
   In the case of a defaulted message, you still have the option to edit the details (see below).

7. In this window, you can edit the Description ‑ which is used for the Contacts tab ‑ and can also edit the message to be sent.

8. If the message to be sent is a Flash message, tick the Flash checkbox, if it is not already ticked by default for the SMS Template (if one is used). Alternatively, if the template is for a Flash message, you can untick the checkbox to send it as an ordinary SMS if you wish.

   (Flash Message: On some cellphones a Flash message will appear on the screen immediately upon arrival, without the need to press any buttons on the phone. This is a useful alternative to normal SMS to catch the recipient's attention. The recipient has the option of 'saving' the Flash SMS to their Inbox.)

9. As you enter text, the line under the message box will display the approximate character count (excluding merge fields), and how many 153-character SMS messages this represents, which will be charged against your SMS account credit.
   If you wish to limit this, you can either delete text and/or merge fields (such as the patients name, or other details) to shorten the message, or click in the Truncate To field and select the maximum length of the message, in message unit multiples (1 to 9) of approximately 160 character length (1 SMS) or 153 characters for longer messages.

10. Clicking the button on this window will create the SMS messages for the selected patient in EXACT, and either send the SMS message or queue it to be sent, depending on your settings.
    The contact list entry will be updated with the appropriate SMS status icon in the Type column.
    For an SMS message, one of the following icons may appear, depending on the status:

    
    
    

    There is also a tooltip displayed when you hover your mouse cursor over each of the icons.

11. The SMS message will also appear in the Email Outbox until it is sent, when it will be removed and will appear in the Sent tab.

    It will have the appropriate icon in the Status column.

    Only email replies will appear in the Email Inbox.

    If staggered recall settings are in effect, the column marked with a clock icon will have a corresponding icon for any items in the Outbox which are subject to the settings.

    If you hover your mouse cursor over the icon, a tooltip will tell you when the SMS is due to be sent, as in this example:

Contacting Multiple Patients by SMS

To contact by SMS

1. Select the SMS button

   :

   The Contact by SMS window launches:

   Select the either Single SMS or Multiple SMS.

   The Group by Family checkbox will apply to SMS as it does for letters, and allows email to family members to be sent together. It is greyed out and unavailable if the Single SMS option has been clicked.

   The Tick as complete when message sent checkbox will flag the recall procedure for the SMS recipient(s) as completed once the SMS is sent.
   With this unchecked the patient is not marked as Complete on the contact list until further manual action is taken. In other words, leave the checkbox unchecked if you want a reminder to take further action.

2. Single SMS option: Click OK to display the SMS Details screen as shown below.

3. Multiple SMS option: Click OK to display the Contact Patients window. You can either uncheck all options to include everyone on the recall / contact list, or select options according to your preferences.

   
   
   

4. Once you have selected your list of patients and clicked OK you will be presented with the following screen, if you have set up staggered recalls in your email configuration:

   At this point, you can either:

   • Click the Send all SMS straight away to send the SMS messages.

   • Accept the staggered SMS settings, as listed.

   • Change any of the delivery times by clicking on a line, and then delete the line using the

     Delete button.
     A new delivery time can then be added via the

     Add button.

   • Accept the delivery times, but change the delivery frequency.

   To edit the Stagger SMS sending option:

   
   
   

   Once you have reviewed (and edited the staggered settings, if required), click the OK button.

   
   
   

5. The SMS Details window is now displayed, to enable you to enter Provider and/or Specialist codes, if there are pertinent merge fields that need to be included in the SMS:

   If you wish to also send an SMS to a specialist, select their code in the Specialist field, then tick Email the Selected Specialist checkbox.

   You can also choose an SMS template if you wish to use a preset message as a basis for the SMS.

   If you do so, the Description field is automatically filled, but may be edited if required.
   Similarly, the Category field is usually defaulted but can be changed or deleted if you wish.

   The Category becomes important in the Patient Contacts Tab, where we can sort by Category column to see what kind of contacts have been made with the patient:

6. Click the OK button; the Create SMS window will now display, as for the single SMS option.

   If you have selected an SMS template, the text from the template will be displayed, but you may still edit the details of this if you wish, by clicking in the field.

   Note the following:

   • The Flash box is checked for Flash SMS messages; do not delete the FLASH inserted at the beginning of the message - this tells the SMS provider to send this as a Flash message.

   • The text in the box is counted in the Character count field below it, to let you know how long the message is.
     This will not be accurate if any merge fields are present, so you will have to estimate how long each merge field is likely to be, based on what it represents.

7. Clicking the OK button in this window will create the SMS messages for the selected patients in EXACT, and either send the SMS messages or queue them to be sent, depending on your settings.

   The contact list entries will be updated with the appropriate SMS status icon in the Type column.

   For an SMS message, one of the following icons may appear, depending on the status:

   
   
   

   
   
   

   A tooltip displays when you hover your mouse cursor over each of the icons.

8. The SMS messages will also appear in the Email Outbox until they are sent, when they will be removed and will appear in the Sent tab.

   In each case they will have the appropriate icon in the Status column.

   Only email replies will appear in the Email Inbox.

   If staggered recall settings are in effect, the column marked with a clock icon will have a corresponding icon for any items in the Outbox that are subject to the settings.

   If you hover your mouse cursor over the icon, a tooltip will tell you when the SMS is due to be sent, as in this example:

9. Check in the Patient file Contacts tab for records of contacts.

Configuring

To identify the three areas of configuration for automated SMS Replies

As an automated facility in EXACT, SMS Replies relies on multiple configuration requirements in three integrated areas:

• Configuring Email Parameters.

• Configuring Automatic Appointment Reminders.

• Configuring Keywords for SMS Replies.

TIP: Use the Checklist as a starting point. It provides an overview of the configuration tasks and includes hyperlinks to specific task procedures.

Checklist

Check that you complete each of these configuration requirements, or that they have already been correctly configured elsewhere in EXACT. Each requirement has a hyperlink to the appropriate instructions:

Email and SMS Parameters

IMPORTANT! IT information required: Before you begin the procedure below, check through the settings and ask your IT Systems Administrator or your ISP for any details that you may require.

To configure Email and SMS parameters (from server or any workstation)

1. Either

   • Select Configure > Email Parameters

   Access to this option is controlled by user security settings.

   - Or -

   • Set email options from the Configuration (spanner) button

     in the email application itself.
     
     Select File > Email or click the email shortcut icon on the toolbar (if configured):

     Then click the Configuration (spanner) button on the email screen.

2. In either case, the email set-up wizard will display.

   The set-up wizard will guide you through the relevant steps to set up the email parameters. Descriptions of the fields that require information are listed below.

   For correct email operation, please refer to Software of Excellence support for help with setting these parameters.

Welcome screen:

Please check that you comply with this statement:

"You should ensure that the server has the necessary hardware and software to connect to the internet."

Account Details:

Scheduled Send and Receive

Open email attachments directly

• You understand it.

• You can confirm that your anti-virus program has the capability to scan email attachments before they are opened.

• Your practice will regularly update the anti-virus program.

• If your anti-virus program cannot scan emails before saving, you risk virus infection by selecting this option.

• Keep your anti-virus program updated, or it may fail to recognise and deal with new viruses.

SMS Messages

SMS Messages

• Start sending all messages as soon as the list is generated.

• Control when the messages are sent by scheduling and staggering the sending times.

Create Automated Appointment Reminders

These are best created as an overall strategy using available communications media (SMS, Email, Easypost).

Create Automated Appointment Follow-ups

From version 11.3 SP6 EXACT can automatically follow-up patient appointments with SMS messages and request patient keyword responses.

This is typically used in surveys of patient appointments.

Create Automated Patient Surveys by SMS

From version 11.3 SP6 EXACT can automatically follow-up patient appointments with SMS messages and request patient keyword responses.

This is typically used in surveys of patient appointments.

Configure Keywords for SMS Replies

Keywords are critical to the function of the SMS Replies feature, as they are used to match a reply with the appropriate contact list or automatic appointment reminder.

EXACT can recognise multiple codes as a valid client reply. For example, you could configure EXACT to recognise all of these options as valid for a Confirmation SMS: YES, YIP, Y, YEAH, YAH, OK.

To open the Keyword Settings screen, for configuring SMS Replies

The Keyword Settings button becomes active when you select a new or existing template:

Click the button to maintain keywords for that particular automatic appointment reminder, and the appropriate template is displayed with keyword management options, as in the example below:

To create Confirmation Keywords for SMS Replies

1. Click the List button

   (or press the

   key) to access the Manage Keywords dialog:

2. Use the two buttons at the lower right of the entry pane to add keywords

   and remove keywords

   from the Contact List.

3. To create a New keyword, click the

   button to display the Add Keyword dialog:

4. Click in the entry field, and start typing the new keyword; EXACT will immediately start evaluating what you type. It will compare it to existing keywords and keyword validation rules - as you type, a message is displayed, according to validity

   Keyword is valid:

   ...or otherwise (for example A keyword cannot be blank):

   Message examples:

   A Keyword cannot be blank
   This is displayed (and the button is inactive) until some valid characters are typed in.
   
   You have already added that keyword; keywords are case-insensitive
   There is already another active contact list or appointment reminder list using that word. Also, when comparing keywords, EXACT treats upper- and lower-case letters as equivalent. You can change the keyword (if it is less than 25 characters) by adding more letters or numbers to it to make it unique. Alternatively, if the existing keyword is no longer required in the contact or reminder list that uses it, delete it from there, or mark the other list as inactive.
   
   A Keyword cant contain spaces
   Remove any spaces in the keyword.
   
   A Keyword can only contain letters and numbers
   You have typed in a non-alphanumeric character; delete it or substitute another character.

5. Once you have typed a valid keyword, click the

   button to add it to the list.

6. Repeat the above steps to add more words, then click

   again to return to the Appointment Reminder Reply dialog. The Keywords field will now show the changes you have made to the list of keywords.

7. Click in the checkbox next to any of the options you wish to apply:
   
   
   

   Display in Manage Replies list
   This will cause any SMS reply with a valid keyword to be added to the Manage Replies list for viewing (in addition to the auto-confirmation in the Appointment Book).

   We do not recommend that you use this option, except for testing or monitoring purposes, as it will create extra work for you.

   Note that per user you can tick the Show Completed checkbox in the above screen to achieve the same display.
   
   Show as confirmed in the Appointment Book
   A received keyword will automatically confirm the patients appointment by showing the handset icon in the appointment.
   

   
   Send patient automatic confirmation of receipt
   An SMS reply will be sent to the patient acknowledging receipt of their SMS. To do this, you will have to click in the Template field, and Use the button to select an existing template set up for this purpose, or create one.

   NOTE: These additional SMSes that incur the standard SMS charges.

   To select a Template for the SMS:

To create Cancellation Keywords for SMS Replies

The process for this is the same as for Confirmation Keywords above.

When the patient replies with a cancellation keyword that matches the reminder SMS template (for example "No"), EXACT automatically removes that appointment from the Appointment Book and it won't be visible under the SMS Replies Tab unless you check the Show completed checkbox.

All cancellations are listed in the Cancels Tab:

(Recommended: enable this tab for the Appointment Book)

If you choose to automatically cancel the appointment in the appointment book, you can also select a Cancellation Reason to be attached to this:

Or you can Add a New Cancellation reason:

Tip: Also set up cancellation keywords to be automatically added to the Manage Recalls list so that you can follow up with the patient to make an alternative appointment.

Guidelines for Using Keywords

• The keywords used must be unique to that list or reminder; they must not appear on any other active list.

• Keywords cannot occur in a keyword list more than once.

• EXACT automatically cross-checks to ensure that when you create a new keyword or edit a keyword it is not already in use elsewhere.

• EXACT has facilities for editing or removing redundant keywords.

• Keywords should reflect the word, text or number the practice requires the patient to return in the SMS reply.

• Provide Keyword options for confirming an appointment or cancelling/not accepting.

• Each keyword can have up to 25 alphanumeric characters.

• Keywords cannot contain spaces (trailing and preceding spaces are trimmed in the 'Add Keywords' dialog and so are disregarded).

• The total length of all the keywords in a list cannot exceed 250 characters.

Managing Keywords for a Contact List

When you have ensured EXACT is configured as in the previous sections, you can manage the keywords as follows:

1. Select 'Manage Contact Lists' from the 'Administration menu.

2. Highlight the contact list you wish to set up SMS Replies keywords for, and click the

   button in the bottom right-hand corner of the screen.

3. The "Information About Contact List" dialog will open, like the following example:
   
   

4. In the 'Keywords' field, click on the 'List' button

   (or press the

   key) to access the 'Manage Keywords' dialog:
   
   

5. The two buttons at the lower right of the entry pane are used to add keywords

   and remove keywords

   from the Contact List. Click the

   button to add a new keyword, and the 'Add Keyword' dialog is displayed:
   
   

6. Click in the entry field, and start typing the new keyword; EXACT will immediately start evaluating what you type. It will compare it to existing keywords and keyword validation rules - as you type, a message is displayed, according to validity ('Keyword is valid') or otherwise:
   'A Keyword cannot be blank'
   This is displayed (and the

   button is inactive) until some valid characters are typed in.
   
   'You have already added that keyword; keywords are case-insensitive'
   There is already another active contact list or appointment reminder list using that word. Also, when comparing keywords, EXACT treats upper- and lower-case letters as equivalent. You can change the keyword (if it is less than 25 characters) by adding more letters or numbers to it to make it unique. Alternatively, if the existing keyword is no longer required in the contact or reminder list that uses it, delete it from there, or mark the other list as inactive.
   
   'A Keyword can't contain spaces'
   Remove any spaces in the keyword.
   
   'A Keyword can only contain letters and numbers'
   You have typed in a non-alphanumeric character; delete it or substitute another character.

7. Once you have typed a valid keyword, click the

   button to add it to the list.

8. Repeat steps 5 to 7 above to add more words, then click

   again to return to the "Information About Contact List" dialog. The Keywords field will now show the changes you have made to the list of keywords.

Freeing Up Keywords

If you wish to use a keyword for a contact list, but it is already in use elsewhere, you can delete the word from the original list, provided the list is either no longer active or not yet in use.
Alternatively, you can flag the original list as completed, which makes the keywords in that list redundant.

Another alternative is to modify your intended keyword slightly (e.g., change the spelling, add letters or numbers to make it unique); for example, change CONFIRM to CONFIRM2.

Selecting or Creating an SMS Template

NOTE: The interface and procedure for creating Email templates differs to that for creating SMS templates.

1. Click in a field to see the selector controls for that field.

2. Either click the Up/Down arrows to scroll through options, or click the List icon to view the SMS Templates list, from which you can select a template:

3. Assign Keywords
   (This step is explained in the Keywords for SMS Replies section, which includes Guidelines for using keywords, Managing Keywords for a Contact List, and Freeing Up Keywords.)

4. Click OK.

To assign Keywords for use in SMS Replies

Keywords are critical to the function of the SMS Replies feature, as they are used to match a reply with the appropriate contact list or automatic appointment reminder. Users need to keep to the .

This step is explained in the Keywords for SMS Replies section, which includes Guidelines for using keywords, Managing Keywords for a Contact List, and Freeing Up Keywords.

To create a New SMS Template for use in SMS Replies

1. Click in a field to see the selector controls for that field.

2. Either click the Up/Down arrows to scroll through options, or click the List icon to view the SMS Templates list:

3. Select the

   button to open the Add SMS Template window:

4. Type a Code and a Description. These will display in the list of templates (as demonstrated above, in selecting an SMS template).

5. Optionally specify as a Flash SMS, if it is not already ticked by default for the SMS Template (if one is used). Alternatively, if the template is for a Flash message, you can untick the checkbox to send it as an ordinary SMS.

   What is Flash SMS? On some cellphones a Flash message will appear on the screen immediately upon arrival, without the need to press any buttons on the phone. This is a useful alternative to normal SMS to catch the recipient's attention, and the recipient still has the option of saving the Flash SMS to their Inbox. (Note: Do not delete the "FLASH" text inserted at the beginning of the message - this tells the SMS provider to send this as a Flash message)

6. Use the Truncate To field in combination with the Approximate Length of the SMS message, as ex[plained below.

7. Create the body of the SMS using plain text and Form Fields, and monitoring the Approximate length display (below).

   SMS character length, charging, truncating:

   As you type text and insert Form Fields, the line under the message box will display the approximate character count, and how many 153-character SMS messages this represents, which will be charged against your SMS account credit. This count will not be accurate if any merge fields are present, so you will have to estimate how long each merge field is likely to be, based on what it represents.

   If you wish to limit this, you can either delete text and/or merge fields (such as the patient's name, or other details) to shorten the message, or click in the Truncate To field and select the maximum length of the message, in message unit multiples (1 to 9) of approximately 160 character length (1 SMS) or 153 characters for longer messages.

   Using Form Fields:

   Wherever you need a Form Field, insert from the Letter Merge Fields list as displayed in the image above.

   SMS Appointment Reminder example:

   
   
   

   
   
   

   You can also use category selection to display specific Merge Fields: