Text Messages and Notifications

The following training document will give you an overview of the different text messages and notifications you will receive from assessments.

Messages and Notifications

Patients can be notified via text message for the following types of notifications that were previously only available via email.

• An assessment link is sent informing the patient their provider requests they complete an assessment and provides the access code.

• A Video Session link (with or without an assessment) is sent informing the patient their provider requests they start their video session and provides the access code.

Assessments via text

A user with permissions to send assessments can select text as the method of delivery, and enter a 9 digit phone number.

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• the user can select text (SMS), email, or both.

• if SMS is selected, then the user must enter a phone number before they can select the Send button (along with all other required fields for an assessment)

  • Patient receives this text message:

    Open

    

  • The link will open the phone’s internet browser and take the patient here:

  • Open

    

  • Patient selects how they would like to receive the code and selects SEND CODE. If the phone number is chosen, a text message with an access code will be sent:

  • Patient navigates back to internet browser, inputs code and date of birth and selects ACCESS MESSAGE:

  • The patient reaches the below informational screen and can select the link to begin the assessment:

Video sessions via text

A user with permissions to send video sessions can now select text as a method of delivery, and enter a 9 digit phone number.

• the user can select text, email, or both.

• if Text is selected, then the user must enter a phone number before they can select the Send button

  • “<Provider First Name> requests you join a video appt. <link to session> Code: <verification code> Questions? Call <site phone number>. Txt STOP to opt-out.”

Text notification is set to OFF

The user can check Text and enter a phone number on behalf of the patient.

Patient has opted out of text messaging

The patient must reply START to the applicable phone number to opt-back in.

Confirming appointments via text

Patients who receive appointment notifications via text are able to confirm or cancel their appointment. If they cancel via reply to a text message, they must call the call center or provider back to reschedule the appointment.

• If the patient replies to confirm the appointment, a reply message is sent:

  • “Your appointment on [Appointment Date] at [Appointment Time] has been confirmed.”

  • The confirmation by the Patient will show up on the calendar.

  • confirmed appointments will read as “Scheduled - Confirmed by Patient” on Calendars

• If the patient replies to cancel the appointment or appointment is cancelled via the call center

  • Your appointment on [Appointment Date] at [Appointment Time] has been cancelled.

  • Your appointment will be removed from the calendar.

Patient notification preferences

Since patients will be getting notifications via text message and/or email, we have added the ability to view and/or modify patient notification management on behalf of the patient. This tab has an email field and phone number field plus a list of the types of notifications.

• Go to Patient Profile page

• Select View Patient Info

• Select Notifications tab

• Provider can view only the email address and phone number in this tab

• To update the email or phone number. Enter the updated email or number when sending the next assessment or video session and it will automatically save the updated information in this tab.

Notification Types

• Appointment Confirm/Cancel

• Assessment Link

• Video Session Link

Opt-in/opt-out toggles

• when a toggle is set to on, then notifications for that type will be checked and populated

• when a toggle is set to off, then notifications for that type will be unchecked and blank

  • If email and/or text notification is OFF display, “By adding an email/phone number, you are asserting patient consent to communicate through those channels.”

  • If the patient has opted out of text messaging, which is not the same as OFF, we display “This patient has opted out of text message alerts. To reactivate, the patient must text START to <our text number> to opt back into text messaging."

• the email notifications toggles can only be enabled if there is an email address entered

• the text message notification toggles can only be enabled if there is a phone number selected

• If email and/or text notification is OFF display, “By adding an email/phone number, you are asserting patient consent to communicate through those channels.”

Patients opting out of text messages

A patient can reply STOP to any text message to unsubscribe from text messaging notifications. The only way they can be opted back in is for the patient to reply START to the message thread. No one else can manage this on behalf of the patient. Appropriate messaging is provided in the patient profile to help guide the Tridiuum user should the patient inquire how to opt back into text messaging.