Setup and Send Automated Patient Check Out SMS

Setup

1. Go to Location Setup > General tab 
2. Group: SMS Settings 
1. Select Yes for Send SMS on Patient Check Out
   
   
3. Go to Debts/Marketing > Mail Merge Setup tab 
4. Mail Merge Category: Appointments 
1. Highlight Appointment Check Out
2. Click the edit icon to create the template 
   
   
1. When writing the template, see the Insert menu for input fields
2. Go to Template menu > Update to save
3. Go to Template menu > Exit 
   
   

Send SMS 

1. Right click appointment > Click Checked Out
2. Click Yes to this message
   
   
3. Check the SMS, click Send
   
   

Send Automated Daily Appointment Reminders

1. Go to Location Management > Automation tab > Appointments sub-tab
2. Select the type Daily SMS reminders
3. Select the type (e.g. Run on Monday for Wednesday appts)
4. Set / Type sub-tab
1. Location: Select the location / Any Location / Batch for each Location, this reminder is for
2. Books: Select the books this reminder should send for, recommend all Providers
3. Include when: This is left blank to include all appointments.
4. Exclude when: Recommend selecting any Appointment Status that is to be excluded
5. Update the Appointment with: Tick the checkbox then select the appointment status that represents an SMS has been sent, (e.g. S - SMS Sent)
6. Overwriting status: Tick the checkbox then select the B - Appointment Notification Status. This will set the appointment with the S status instead of the B status if a Pre-Booked Appointment Notification has been sent.
7. Send communication to Family Head: Appointment reminder will be sent to family head only
8. Send single message to patients with multiple appointments: Patients with multiple appointments booked on the same day will only receive 1 SMS 
   
   
5. Reminders sub-tab
1. Order the communication methods
   These reminders are commonly sent via SMS due to their importance; e-mail is easily overlooked by patients.
   The image below shows an example of sending via SMS and producing a phone list.
   If the patient has their appointment reminder preference set as SMS, whichever is numbered 1 in the Reminders will be sent to the patient. The phone call option will generate a list of patients to be contacted that were not sent an SMS.
2. Setup the template using the edit icon 
   
   
3. See Input Fields Guide for Automated Appointment Reminders below to set up the SMS template

Daily Reminders One Day Prior to the Appointment

The following instructions are based on sending the reminder one days prior to the appointment (e.g. Run on Monday for Tuesday appts)

1. Set / Type sub-tab
2. Set the frequency of the reminder:
1. Weekly - Place a tick in Monday, Tuesday, Wednesday, Thursday, Friday or Saturday
   
   
2. Set the timing:
1. Start date and run time
2. Run # of workdays before a holiday
   
   
3. Include patients who have appointments – Simple: Tomorrow
   
   
4. To check settings, click the check upcoming run dates button
5. Enable the schedule by placing a tick in the checkbox
   

See Set Public Holiday section 

Daily Reminders Two Days Prior to the Appointment

The following instructions are based on sending the reminder two days prior to the appointment (e.g. Run on Monday for Wednesday appts)

1. Set / Type sub-tab
2. Set the frequency of the reminder:
1. Weekly - Place a tick in Monday, Tuesday, Wednesday, Thursday, Friday or Saturday
   
   
3. Set the timing:
1. Start date and run time
2. Run # of workdays before a holiday
   
   
3. Include patients who have appointments – Simple: The Day After Tomorrow
   
   
4. To check settings, click the check upcoming run dates button
5. Enable the schedule by placing a tick in the checkbox
   

Daily Reminders Three Days Prior to the Appointment

The following instructions are based on sending the reminder three days prior to the appointment (e.g. Run on Friday for Monday appts)

1. Set / Type sub-tab
2. Set the frequency of the reminder:
1. Weekly - Place a tick in Friday
   
   
1. Set the timing:
   
1. Start date and run time
2. Run # of workdays before a holiday
   
   
3. Include patients who have appointments – Simple: The Day that is 3 Days in the Future
   
   
4. To check settings, click the check upcoming run dates button
5. Enable the schedule by placing a tick in the checkbox
   

Daily Reminders Four Days Prior to the Appointment

The following instructions are based on sending the reminder four days prior to the appointment (e.g. Run on Thursday for Monday appts)

1. Set / Type sub-tab
2. Set the frequency of the reminder:
1. Weekly - Place a tick in Thursday
   
   
2. Set the timing:
   
1. Start date and run time
2. Run # of workdays before a holiday
   
   
1. Enable the schedule by placing a tick in the checkbox
   Include patients who have appointments – Advanced: Is 4 days in the Future
   
   
2. To check settings, click the check upcoming run dates button
3. Enable the schedule by placing a tick in the checkbox
   

Send Post-Visit Survey Communication

A post-visit feedback communication can be automatically sent to patients with a particular appointment status from the previous day, seeking feedback via an online form, for example, eForms. 

Patients will only receive communication based on their Send To preferences, if sending via SMS/e-mail and they do not have this selected, they will not receive it. 

D4W Marketing provides well designed professional e-mail templates to send the post visit survey.  See Send Post -Visit Survey E-mail via D4W Marketing section (link coming soon)

Setup Automation

The example used in these instructions is for a practice that is open Monday to Saturday. Two Automation Types are needed as D4W cannot run an automation batch when the practice is closed which in this case the post visit survey for Saturday appointments will be sent on Sunday.  

1. Go to Location Management > Automation tab > Appointments sub-tab
2. Click Add Set > Enter the name of the Automation Set, e.g. Post Visit Survey                                   
3. Click Add Type > Enter the name of the Automation Type, e.g. Post Visit: Mon - Fri Appts
4. Click Add Type > Enter the name of the Automation Type, e.g. Post Visit: Sat Appts (if applicable)
   
   
5. Select the Type for Monday - Friday Appointments 
6. Set / Type sub-tab
1. Location: Select the Location(s) the survey should apply to
2. Books: Select the Book(s) the survey should apply to
3. Include when: Select the Attended Appointment Status  
   
   
4. Update the Appointment with: Tick the checkbox then select the appointment status that represents a post-visit survey has been sent – this is optional 
   
   
7. Reminders sub-tab
1. Order the communication methods
2. These reminders are commonly sent via SMS/e-mail
   If the patient has their appointment reminder preference set as both SMS and e-mail, whichever is numbered 1 in the Reminders will be sent to the patient. The phone call option will generate a list of patients to be contacted.
3. Setup the template using the edit icon 
   
   
8. Schedule sub-tab
1. Set the frequency of the reminder
1. Weekly - Place a tick in Tuesday, Wednesday, Thursday, Friday and Saturday
   
2. Set the start date and run time
   
3. Include patients who have appointments – Simple: Yesterday
   
4. To check settings, click the check upcoming run dates button
   
5. Enable the schedule by placing a tick in the checkbox 
                                                            
   
6. Select the Saturday Appointment Type         
                                                                   
7. Setup the Set / Type and Reminders sub-tabs the same as the Mon-Fri Appts
   
8. Schedule sub-tab
1. Set the frequency to weekly and select Monday
2. Set the start date and run time
3. Include patients who have appointments – Simple: The Day before Yesterday
4. To check settings, click the check upcoming run dates button
5. Enable the schedule by placing a tick in the checkbox   
   

Setup Automation Appointment Reminders for Patient's with multiple Appointments

If a patient has more than one appointment on the same day, details of all appointments can be sent in a single message to the patient.

1. Go to Location Management > Automation tab
2. Select the Appointments sub-tab
3. Select the required set (e.g. Daily SMS reminders)
4. Select the Set/Type sub-tab
5. Place a tick in Send single message to patients with multiple appointments
   
   

SMS Template

1. Go to Location Management > Automation tab
2. Select the Appointments sub-tab
3. Select the required set (e.g. Daily SMS reminders)
4. Select the required type (e.g. Monday reminders sent on Friday)
5. Select the Reminders sub-tab
6. Tick the  icon to modify the SMS template
   
   
7. Insert the following input fields
   
   Firstname: Name of the SMS recipient
   Appointment Name(s): Name of the patient with the appointment
   Provider Full Name: Name of the providers of the appointment
   Next Appointment(s): Date and time of the next appointment

Multiple Consecutive Appointments

Multiple Non-Consecutive Appointments

Send Automated New Patient Welcome Messages

The example used in these instructions is for a practice that is open Monday – Saturday.

1. Go to Location Management > Automation tab > Appointments sub-tab
2. Select the type New Patients
3. Set / Type sub-tab
1. Location: Select the location / all locations this reminder is for
2. Books: Select the books this reminder should send for, recommend all Providers
3. Include when: Select the appointment status N. This will ensure the notification is only sent to those patients.
4. Exclude when: Recommend selecting any Appointment Status that is to be excluded
5. Update the Appointment with: Tick the checkbox then select the appointment status that represents a pre-booked notification has been sent, (e.g. n - New Patient SMS Sent)
6. Overwriting status: Tick the checkbox then select the S - SMS Sent Status. This will set the appointment with the n status instead of the S status
   
   
4. Reminders sub-tab
1. Order the communication methods
   These reminders are commonly sent via SMS due to their importance; e-mail is easily overlooked by patients.
   The image below shows an example of sending via SMS, e-mail and producing a phone list.
   If the patient has their appointment reminder preference set as both SMS and e-mail, whichever is numbered 1 in the Reminders will be sent to the patient. The phone call option will generate a list of patients to be contacted.
2. Setup the template using the edit icon 
   
   
5. Schedule sub-tab
   The following instructions are based on sending the message at the end of the day.
1. Set the frequency of the reminder:
1. Weekly - Place a tick in Monday, Tuesday, Wednesday, Thursday, Friday and Saturday
2. Set the start date and run time
3. Include patients who have appointments – Simple: Today
4. To check settings, click the check upcoming run dates button
5. Enable the schedule by placing a tick in the checkbox
   

Setup Automated Patient Arrival SMS

This feature is only available to those set up with SMS capabilities. See Pre-requisites for Setting up SMS in D4W/PSS section.

1. Go to Location Setup > General tab 
   
2. Group: SMS Settings 
   
1. Select Yes for Send SMS on Patient Arrival
   
   
3. Go to Debts/Marketing > Mail Merge Setup tab 
   
4. Mail Merge Category: Appointments 
   
1. Highlight Patient Arrival 
   
2. Select the edit icon to create the template 
   
   
1. When writing the template, see the Insert menu for input fields
   
2. Go to Template menu > Update to save
   
3. Go to Template menu > Exit 
   

Send Automated Pre-Booked Appointment Notifications

It is important that the Appointment Status R is assigned to these appointments.

The example used in these instructions is for a practice that is open Monday – Saturday.

1. Go to Location Management > Automation tab > Appointments sub-tab
2. Select the type Pre-Booked Appointment Notifications (sometimes this can be called Recall Appointments)
3. Set / Type sub-tab
1. Location: Select the location / all locations this reminder is for
2. Books: Select the books this reminder should send for, recommend all Providers
3. Include when: Select the appointment status R. This will ensure the notification is only sent to those patients.
4. Exclude when: Recommend selecting any Appointment Status that is to be excluded
5. Update the Appointment with: Tick the checkbox then select the appointment status that represents a pre-booked notification has been sent, (e.g. r - Recalls SMS Sent)
6. Overwriting status: Tick the checkbox then select the S - SMS Sent Status. This will set the appointment with the r status instead of the S status
   
   
4. Reminders sub-tab
1. Order the communication methods
   These reminders are commonly sent via SMS due to their importance; e-mail is easily overlooked by patients.
   The image below shows an example of sending via SMS, e-mail and producing a phone list.
   If the patient has their appointment reminder preference set as both SMS and e-mail, whichever is numbered 1 in the Reminders will be sent to the patient. The phone call option will generate a list of patients to be contacted.
2. Setup the template using the edit icon 
   
   
5. Schedule sub-tab

The following instructions are based on sending the notification two weeks prior to the appointment.

1. Set the frequency of the reminder:
1. Weekly - Place a tick in Monday, Tuesday, Wednesday, Thursday, Friday and Saturday
2. Set the start date and run time
3. Include patients who have appointments – Simple: The Day that is 2 weeks in the Future
4. To check settings, click the check upcoming run dates button
5. Enable the schedule by placing a tick in the checkbox
   
   

1. Set the frequency of the reminder:
1. Weekly - Place a tick in Monday, Tuesday, Wednesday, Thursday, Friday and Saturday
2. Set the start date and run time
3. Include patients who have appointments – Advanced: Is 28 days in the Future
4. To check settings, click the check upcoming run dates button
5. Enable the schedule by placing a tick in the checkbox
   

Resume Sending Automation Appointment Reminders

1. Go to Location Management > Automation tab > Appointments sub-tab
2. Select the required Appointment Reminder
3. Go to Schedule sub-tab
   
   
1. Place a tick in the Enable checkbox
   
   
2. Repeat the process for each Appointment Reminder
   

Temporarily Stop Automation Appointment Reminders from Sending

The batches can be enabled again at a later date.

1. Go to Location Management > Automation tab > Appointments sub-tab
2. Select the required Appointment Reminder
3. Go to Schedule sub-tab
   
   
1. Remove the tick in the Enable checkbox
   
   
2. Repeat the process for each Appointment Reminder

When the SMS and E-mail messages are ready to be sent again, the batches can be enabled again (see Resume Sending Automation Appointment Reminders section above).

Update Automation Appointment Confirmation with COVID-19 instructions

If more than 160 characters are required, setup to ignore 160 character message limit.

To update the Automation Appointment Confirmation template, follow below instructions:

SMS

1. Go to Location Management > Automation tab > Appointments sub-tab
2. Go to Appointments Set > Daily SMS reminders type
3. Select a type, e.g. Run on Monday for Wednesday appts
4. Go to Reminders sub-tab
1. Click the Edit icon against Sms Template 
   
   
2. Modify the reminder template
   
   
1. Go to Template menu > Update
2. Template menu > Exit
5. Select other types and update SMS Templates following above instructions

1. Go to Location Management > Automation tab > Appointments sub-tab
2. Go to Appointments Set > Daily SMS reminders type
3. Select a type
1. Go to Reminders sub-tab
2. Click the Edit icon against E-mail Template  
3. Modify the reminder template - Due to no character limit in E-mail, practice can provide patients with a more detailed instruction.
4. Save the changes in template
4. Select other types and update E-mail Templates following above instructions

E-mail Input Fields Guide for Automated Appointment Reminders

In Automation Appointment reminders, e-mail template input fields insert data depending on whether the e-mail reminder is sent for one/multiple appointments on the same day with the same provider.

Setup Appointment Reminder Recipient

The input fields rely on the recipient of the patient’s appointment reminder.

1. Go to Patients Records > Patient tab > Address sub-tab
2. Send Appt. Reminders > Select the recipient of the patient’s appointment reminder

By default, this is set to the head of the family, who is usually responsible for patient communication. Change the recipient of the appointment reminder if the patient’s reminder should not be sent to the head of the family. e.g. wife should not have reminder sent to husband.

Single Appointment Reminders

1. Patient is the recipient of their own appointment reminder
1. Firstname: Recipient name
2. Appointment Name(s): you
3. Next Appointment(s): on Tue 16/04/19 at 09:00am
4. Example: Hi James, this is a dental appointment reminder for you on Tue 16/04/2019 at 09:00am.
2. Patient is a family member of the recipient
1. Firstname: Recipient name
2. Appointment Name(s): Patient name
3. Next Appointment(s): on Tue 16/04/19 at 09:00am
4. Example: Hi James, this is a dental appointment reminder for Noah on Tue 16/04/2019 at 09:00am

Multiple Appointment Reminders

When a family have appointments on the same day with the same provider, one e-mail will be sent out if the family members have the same recipient for their appointment reminders. For example, Mum is the head of the family and receives appointment reminders for herself and her children.

1. If the family’s appointments are scheduled at various times on the same day, the below data will be inserted into input fields. 
1. Firstname: Recipient name
2. Appointment Name(s): you, Joel and Keegan
3. Appointment(s) Table:
   

   Date	DOW	Time	Dur.	Patient Name	Provider Name
   16 Apr 2019	Tuesday	9.00am	15	You	Dr John Smith
   16 Apr 2019	Tuesday	12.00pm	15	Joel	Dr John Smith

2. If the family has consecutive appointments, the below data will be inserted into input fields
1. Firstname: Recipient name
2. Appointment Name(s): you, Joel and Keegan
3. Next Appointment(s): on Tue 16/04/19 starting at 10:00am
4. Appointment(s) Table:
   

   Date	DOW	Time	Dur.	Patient Name	Provider Name
   16 Apr 2019	Tuesday	9.00am	15	You	Dr John Smith
   16 Apr 2019	Tuesday	12.00pm	15	Joel	Dr John Smith

   
   

In Automation Appointment Reminders, SMS template input fields inserts data depending on whether the SMS reminder is sent for one/multiple appointments on the same day with the same provider.

Setup Appointment Reminder Recipient

The input fields rely on the recipient of the patient’s appointment reminder.

1. Go to Patients Records > Patient tab > Address sub-tab
2. Send Appt. Reminders > Select the recipient of the patient’s appointment reminder

By default, this is set to the head of the family, who is usually responsible for patient communication. Change the recipient of the appointment reminder if the patient’s reminder should not be sent to the head of the family. e.g. wife should not have reminder sent to husband.

Single Appointment Reminders

1. Patient is the recipient of their own appointment reminder
1. Firstname: Recipient name
2. Appointment Name(s): you
3. Next Appointment(s): on Tue 16/04/19 at 09:00am
4. Example: Hi James, this is a dental appointment reminder for you on Tue 16/04/2019 at 09:00am.
2. Patient is a family member of the recipient
1. Firstname: Recipient name
2. Appointment Name(s): Patient name
3. Next Appointment(s): on Tue 16/04/19 at 09:00am
4. Example: Hi James, this is a dental appointment reminder for Noah on Tue 16/04/2019 at 09:00am

Multiple Appointment Reminders

When a family have appointments on the same day with the same provider, one SMS will be sent out if the family members have the same recipient for their appointment reminders. For example, Mum is the head of the family and receives appointment reminders for herself and her children.

1. If the family’s appointments are scheduled at various times on the same day, the below data will be inserted into input fields. 
1. Firstname: Recipient name
2. Appointment Name(s): you, Joel and Keegan
3. Next Appointment(s): on Tue 16/04/19 at 09:00am, 12:00pm, 3:00pm
2. If the family has consecutive appointments, the below data will be inserted into input fields
1. Firstname: Recipient name
2. Appointment Name(s): you, Joel and Keegan
3. Next Appointment(s): on Tue 16/04/19 starting at 10:00am

 Send Automated After Treatment Care Instructions

The example used in these instructions is for a practice that is open Monday – Saturday.

1. Go to Location Management > Automation tab > Appointments sub-tab
2. Select the type Post Care Reminder
3. Set / Type sub-tab
1. Location: Select the location / all locations this reminder is for
2. Books: Select the books this reminder should send for, recommend all Providers
3. Include when: Select the appointment status(es) you want to send the reminder to
4. Exclude when: Recommend selecting FTA so those patients aren’t included
5. Update the Appointment with: Tick the checkbox then select the appointment status that represents a post care reminder has been sent – this is optional
   
   
4. Reminders sub-tab
1. Order the communication methods
   These reminders are commonly sent via SMS due to their importance; e-mail is easily overlooked by patients.
   The image below shows an example of sending via SMS, e-mail and producing a phone list.
   If the patient has their appointment reminder preference set as both SMS and e-mail, whichever is numbered 1 in the Reminders will be sent to the patient. The phone call option will generate a list of patients to be contacted.
2. Setup the template using the edit icon 
   
   
5. Schedule sub-tab
   The following instructions are based on sending the reminder the day after attending the practice.
1. Set the frequency of the reminder:
1. Weekly - Place a tick in Tuesday, Wednesday, Thursday, Friday and Saturday
2. Set the start date and run time
3. Include patients who have appointments – Simple: Yesterday
4. To check settings, click the check upcoming run dates button
5. Enable the schedule by placing a tick in the checkbox
   
   
6. Setup an additional type to handle sending reminders for the last open day of the week. Example: practice is open Monday – Saturday, therefore reminders for Saturday will be sent Monday.
7. Set/Type sub-tab
1. Select the Set: After Care Services
2. Click Type > Enter Name, e.g. Saturday Care Instructions
3. Setup the Set / Type and Reminders sub-tabs the same as the Post Care Reminder
8. Schedule sub-tab
1. Set the frequency to weekly and select Monday
2. Set the start date and run time
3. Include patients who have appointments – Simple: The Day before Yesterday
4. To check settings, click the check upcoming run dates button
5. Enable the schedule by placing a tick in the checkbox