You can use the SMS builder to customize the SMS reminders that are being sent out to patients.
To get to the SMS builder, you will need to get to the automation. Here's how you access the Automations:
- Log in to your Phelix account with the email and password that you used to set up your account by accessing https://app.blockhealth.co/
- On the top left corner, switch the Workflow toggle to the Control Panel > Outreach Agent > Automations
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To learn more about the Automations, click here.
Once you've gotten to the Automation, you will find the SMS builder under Action -> Add Action -> SMS Template
- Clicking on edit will lead you to a different interface.
- Click on ‘Create new template.’
- Edit the name of the template (e.g., Time of booking, Dr. X 24-hour reminder.)
- Here, you will be able to add the reminder message that you would like the patient to receive.
- Simultaneously, on the right side, you will see a live demo of how the SMS will look when delivered to the patient.
- Click on “Publish Template” after configuring the verbiage and elements of the SMS template.
- Clicking on Save As will duplicate the SMS template after selecting ‘Save as New.’
DYNAMIC ELEMENTS
Dynamic elements are responsible for a variety of things:
Data Element: The data element has the ability to fetch various information from the booked appointment and patient chart (e.g., First name, Last name of the patient, appointment date, physician name, etc.)
Response element: This allows the patient to respond back to confirm/cancel appointments
- Selecting a response element will show you an extra section of the message where you can edit the confirm/cancellation message.
- When selecting a response element, please make sure to add the corresponding Appointment status and EMR status to auto-update the response in the EMR.
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The confirmation and cancellation time limit toggle will enable you to set a time limit, after which the patients cannot confirm or cancel the upcoming appointment.
Form: This allows to insert form links that were created in the Phelix form builder
Add Incorrect Response Message: This creates a text box where you can deliver a message whenever patients type anything other than the response elements you set in the outbound messages section.
Add EMR status to the SMS reminder. This option will auto-update the EMR status when the SMS reminder has been delivered. Clicking on this tab will require you to select the Intermediate status and EMR status accordingly.
How this looks in your EMR
For screenshots of how confirmations and cancellations appear in OSCAR, see:
– Appointment Confirmations & Cancellations in OSCAR
For Accuro-specific behaviour, see:
– Appointment Confirmations & Cancellations in Accuro
Note: Spam filters work differently for each cell phone provider, thus to reduce the chances of certain carriers flagging messages again as spam, we should restrain from including
- email address
- characters like -- (double dash), * (asterisk)
- Phrases like "this is an automated message"
- static link (we are still testing this as links for online booking are static)
- bit.ly links
Note: Please watch this video on how to send a custom text to patients through patient charts in Phelix.