Within the Patientcare portal, a user is able to Resolve Alerts, chat to patients, add notes, resend emails, unsubscribe from future communication, download appointment summaries and edit message content

Managing Patient Responses

Resolving an Alert

1. In the PatientCare Portal, Click the navigation menu > Alerts
2. In the Unresolved Alerts section:
1. This is where all Alerts that have not been resolved will be displayed.
2. The colors indicate the priority of the Alert (where Red = High, Orange = Medium, Yellow = Low, and Green = indicates something Positive)
3. Click on one of the Alerts that you would like to resolve:
1. You’ll notice on the right hand side, there will be more information about this Alert
2. You can also click ‘See More’ on the patient’s response to view additional detail about how this patient answered their check-in
4. To resolve the Alert, click Resolve button.
   
1. A drop down will appear with two options:
   
1. ‘Acknowledged’ – this indicates that you have seen the Alert and, and that you’ve acknowledged why the Alert was created
2. ‘Contacted’ – this indicates that you have contacted the patient regarding the Alert (i.e. by telephone, email, etc)
2. Alternatively, if you use the ‘Chat’ function to send the patient a message, this will automatically resolve the most recent Alert for that patient. See Chatting to a patient for instructions
   
   
5. Once an Alert is resolved, it will move to the ‘Recently Resolved’ section of the page
6. You can reopen an Alert by:
   
1. Clicking on the Alert in the ‘Recently Resolved’ section
   
2. Click the refresh icon in the patient’s response on the right side of the screen
   

Chatting to a Patient

Note:
Sending a chat message through the platform will send an SMS to the patient if that was the initial method, if the initial messages were sent via Email, then the patient will receive the chat message in the format of an Email.
The patient can respond to the chat message via a link in the SMS/Email received, and their response will show up in the platform chat thread.
If you have Alert notifications set up with your email, you will get an email in real time when the patient responds so you don’t have to keep checking the platform for an update.

1. Click the navigation menu
2. Via the Alerts dashboard:
1. Click on the Alert for the patient you would like to send a message to
2. Then click into the text box at the bottom of the right panel and type your message
   
   
3. Via the patient profile dashboard:
1. Click on the patient’s Visit under the ‘Timeline’ section of the Patient’s Profile
2. Click into the text box at the bottom of the right panel and type your message
   
   
   

   Note:
   If your organisation pays per SMS sent, it is advisable to limit your response to 160 characters long (1 segment)
   The character count at the bottom of the box will show you how many characters you have used as you type
4. Click Send
5. Review your message in the popup window
1. The platform will automatically sign off as the name of your clinic (e.g. Eastpoint Dental)
2. If you’d like to indicate which staff member is sending the message, you may include that name at the end of the message
   
3. Click Send Message if you are happy with your message
   
4. If you would like to change something in your message, click the ‘x’ at the top right corner of the popup window and make your edits in the text box
   

Adding an Internal Note on a Patient Profile

You could leave a note saying that the patient was contacted via phone call and what the result of that call was, or you could leave a note with information about the patient’s prescription.

1. Click the navigation menu > find a patient’s response via the Alerts page or Patients page
2. In the right hand side of the screen, in the top right of the patient’s response:
1. Click the  icon
2. Add your Internal notes in the pop-up window
3. When you’ve finished writing your note in the text box: 
1. Click Post to save this note
   
   
4. You are able to review previous notes by:
1. Clicking on that same icon, which will now have a number indicating how many notes have been left on that particular patient response
   
   

Notes are only visible to members of your staff with PatientCare access.

Managing Patient Communication

Unsubscribe Patients from Future Communications

1. From the PatientCare Platform (all future messages)
   
2. From the Dental4Windows/Dental4Web Appointment Slot (only for the selected appointment) 
   

1. You can unsubscribe the patient from receiving all future messages directly from within the PatientCare platform:
   
1. Click the navigation menu > Patient profile.
2. Find the particular patient from the ‘Patients’ page by searching for the patient’s name or contact details
3. Click on Edit Profile (right hand side of the screen)
4. At the bottom of the 'Edit Patient Profile' screen pop-up, you can change Patient Communications to OFF
5. Click Save
   
   
2. Or you can unsubscribe the patient from receiving individual messages directly from the Dental4Windows/Dental4Web appointment slot
1. In Dental4Windows
   
1. In Appointment Book
2. Right click on the patients appointment slot.
3. Add the No_PatientCare status (For the purpose of this instruction we have used the letter H, however each practice has selected their own letter to use here)
   
   
2. In Dental4Web 
   
1. Click the navigation menu > Appointments
   
2. Right click on the patients appointment slot.
3. Add the No_PatientCare status (For the purpose of this instruction we have used the letter H, however each practice has selected their own letter to use here)
   

Download Appointment Summary

1. Click the navigation menu > Patient profile
2. In the Timeline section of the page, you will notice the Visits that have been created for this particular patient
1. Click on the Settings icon in the Visit’s title
2. A drop down will appear, containing the option Download
   
3. Click Download to download a PDF document containing all appointment related communications, including responses to surveys and chat backs
   

Editing Content on Text Messages

Controlling Message Behaviour - On/Off Toggle

1. Click the navigation menu > Content
2. From here, you'll see a list of Treatment Categories, which are the sets of messages that your patients will receive depending on the type of treatment they receive.
1. Click on a Treatment Category plan to see the individual messages that it comprises
   
   
2. You will notice there is a toggle to the right of the name of each Treatment Category
   
   
3. If this is selected to OFF (toggle is in the left position), the messages in this Treatment Category will no longer be sent for any new visits created
3. Next, you'll see the same toggle beside each of the individual messages listed under communications
1. Selecting the toggle in the OFF position, that message will no longer be sent out for any new visits created
2. You'll know when a message is set to OFF because it will appear greyed-out, meaning that it will no longer be sent as a part of that Treatment Category
4. To turn an individual message, or Treatment Category back on, simply click the toggle again to set in the ON position (right hand position - you'll notice the content is no longer greyed-out)

Editing Pre-Visit and Feedback Message SMS Content

1. Click the navigation menu > Content
2. From here, you'll see a list of Treatment Categories on the left side
3. To edit the SMS content for a message:
4. Click Edit **Note: you'll only find the 'Edit' button on Feedback type messages
1. Edit the Message Send Time (the time at which a message is sent on a given day)
2. Edit the SMS Content (the contents of the sms messages your patients will receive)
3. Edit the Email Subject (the subject line for the message's email template)
   
   
5. You are free to type in any text you would like into the SMS content block, and you can insert links to any relevant webpages which may be useful for your patients to read before or after their appointment.
1. You will notice there is some text for "{{PATIENT_FIRSTNAME}}", which tells the system to input a patient's first name into the SMS content upon send-out. This is to give the SMS a more personalised feel.
2. Similarly, the "{{SURVEY_URL}}" text inserts the survey for that day into the SMS message. To view the questions in that survey, simply scroll down to the 'Link / Attachment' section. Here you'll see all the questions for that survey, as well as the associated type of response allowed.