Automation in Dental4Web

Automation in Dental4Web

Quote
Automation allows Appointment Notifications & Reminders, Recalls Reminders, Queries or Promotion Communication and Debtors Reminders to be sent out automatically on a set schedule using various different communication methods such as SMS and/E-mail. 
Overall the Automation Page is used to manage all batches that have been processed or will be processed in the future.
Automation is customisable so if you only want to automate one feature the others can still be managed manually.
Once Automation is initially set up there is minimal effort required to manage these reminders.

Benefits of Automation

Time Efficiency:
  1. Automation saves time by eliminating the need for manual effort in sending reminders. 
  2. Allows staff to focus on more valuable and complex tasks.
Consistency: 
  1. Automated systems ensure that reminders are sent consistently and at the designated times. 
  2. Helps reduce the likelihood of human error and ensures a reliable communication schedule.
Customisation:
  1. Automated systems can be customised to send personalised reminders based on individual preferences or specific criteria. 
  2. The level of personalisation can enhance the customer experience.
Scalability:
  1. As the volume of appointments increases, automation allows for easy scalability without a proportional increase in workload. 
  2. This is crucial for growing businesses or organisations with fluctuating appointment numbers.
    1. For example: Recall reminders can be setup to be sent weekly instead of monthly. This spreads out the workload so booking in these patient appointments is more manageable
Improved Communication:
  1. Automated systems can send reminders through various channels such as email, SMS. 
  2. This flexibility ensures that reminders are delivered through the most effective and preferred communication channel for each recipient.
Enhanced Customer Engagement:
  1. Automated reminders can be part of a broader communication strategy, keeping customers engaged and informed about upcoming appointments, promotions, or relevant information.
  2. May contribute to improved customer satisfaction and loyalty.
Adaptability to Changes:
  1. Automated systems can quickly adapt to changes in scheduling, cancellations, or rescheduling, ensuring that customers are promptly informed and reducing the likelihood of confusion.

The Automation Page

Info
Available once Automation Feature is turned on in the General Settings 
Click the navigation menu >  Management > Automation page

Creating Automation Sets / Types

A default list of commonly used automated actions exist within D4Web, however more can be added.
Adding a new Set is a way to group a set of automated actions. E.g.  All daily appointment confirmations should sit within the one Set. 
Automation Types contain the settings of the automated action. E.g. Monday Appointment Confirmations. 
AlertWe recommend that you do not alter settings in the Recalls sub-tab without consulting with Centaur Support first - support@centaursoftware.com 

Add Automation Set

  1. Once in the Automation page, open the relevant tab: Appointments / Recalls / Debtors or Queries 
    (We have used Appointments as the example for the purpose of this instruction)

  2. Click Add SET

    1. Enter the name of the Set. e.g. New Patients
    2. Click OK 
       

Add Automation Type

With the relevant Set highlighted
  1. Click Add TYPE
    1. Enter the name of the Type. e.g. New Patient Welcome
    2. Click OK

Info
To Setup the automated actions of each type via the Set/Type, Reminders and Schedule sub-tabs for:
(links coming soon)
Automated Appointment 
Automated Recalls
Automated Queries
Automated Debtors

Managing Automated Batches

Managing Upcoming Batches in Automation

Upcoming Automated batches can be viewed before they are set to run. 
The batches can be run prior to the scheduled date/time. A common reason for this would be if the batch is scheduled to run on a public holiday.
  1. Automation page >Batches tab
  2. Viewing
    1. Select Upcoming Batches radio button
  3. Filter By
    1. Location: Select location if multi location practice
    2. Date: The date range the batch was processed
    3. From: Specify from / to dates
    4. Name: The batch name (e.g. Recalls, Queries etc)
    5. Set: The Set name (i.e. Standard Recalls) or select All
    6. Type: The Type the batch is related to (i.e. 1st Recall) or leave empty if All sets are selected 
  4. Upcoming batches will appear on screen
    1. Scheduled Date/Time: Date and time the batch is scheduled to run
    2. Name: Name of the type of batch for example Recalls
    3. Set/Type: Set and Type of the batch
    4. Location: Location of the batch
  5. Process
    1. Click RUN BATCH NOW to manually process an upcoming batch (Example below)
    2. Click SIMULATE BATCH to simulate an upcoming batch without actually running it

Manually Process an Upcoming Batch 

If for some reason you wish to manually process an upcoming batch such as closure periods, it is best to send out communication while the practice is still open in case patients wish to discuss further. 
Notes
Note: This Should be done as close as possible to the scheduled date
  1. In the Automation page > Batches Tab
  2. Select Upcoming Batches
  3. Filter By:
    1. Date: Select the future period to view batches for
    2. Name: Select the automated procedure(s)
    3. Set: Select the automated set
    4. Type: Select the automated type
  4. Select the batch from the list
  5. Click RUN BATCH NOW
    1. Verify (YES) or Deny (NO) the details of the batch before sending
AlertOnce the batch has been processed, it will be removed from the Upcoming Batches list. 

Simulate an Automation Batch

Running a simulation of an automation batch is used to see the details of an upcoming batch. 
  1. Automation page > Batches tab
    1. Select Upcoming radio button
    2. Select the batch to simulate
    3. Click SIMULATE BATCH
    4. Click YES to proceed with the simulation

    5. Click PRINT LIST or EXIT

Managing Processed Batches in Automation

Processed Batches shows all previously generated automation batches. 
  1. Automation page > Batches tab
  2. Viewing:
    1. Select Processed Batches radio button

  3. Filter By: 
    1. Location: Select location if multi location practice
    2. Date: The date range the batch was processed
    3. From: Specify from / to dates
    4. Name: The batch name (e.g. Recalls, Queries etc)
    5. Set: The Set name (i.e. Standard Recalls) 
    6. Type: The Type the batch is related to (i.e. 1st Recall)

  4. Processed batches will appear on screen.
    1. Only those requiring attention will be visible if Display only batches that did not complete successfully is ticked

    2. Not Sent:
      1. The number of patients that were not successfully contacted
      2. If Resolve appears in the Not Sent column, click to view the patients and resolve the issue(s)

    3. Print Pending: 
      1. The number of patients remaining in the batch to be printed on a Phone List / Label / Letter 
      2. If Resolve appears in the Print Pending column, click to view the patients and resolve the issue(s)

    4. Messages:
      1. A button will only appear in this column if the status is set to Incomplete, click the button to manually action

  5. Process
    1. Click RUN BATCH NOW to process a batch. This applies only to empty batches or failed to run
    2. Click DELETE BATCH to delete a batch. This applies only to empty batches or failed to run
    3. Click MARK BATCH AS COMPLETE once all patients have been resolved

Deleting Empty Batches in Automation

When a batch is processed but no records were found that meet the settings, the Status will show as Empty Batch. It is advisable to keep these batches as a record; however, the batch can also be deleted. 
  1. Automation page > Batches tab
  2. Select radio button: Processed
    1. Highlight the batch row to be deleted
    2. Click DELETE BATCH

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