User's Guide. SMS Replies. EXACT version 11.3 SP6. Leveraging SMS text-messaging for your Practice. SMS Replies v11.3 SP6, 16/09/2014 page 1 of 79

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User's Guide

SMS Replies

EXACT version 11.3 SP6

Leveraging SMS text-messaging for your Practice

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List of procedures

To configure access rights for adding tabs: ... 12

To display the SMS Replies Tab and the Cancels Tab in the Appointment Book ... 13

To use the SMS Replies Counter Alert ... 13

To interpret the status icons in the Appointment Book ... 14

To notice that SMS Replies are awaiting action ... 15

To check which incoming SMS messages are replies in relation to Short Notice List bookings ... 16 <

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To mark SMS Replies as complete and remove them from the lists ... 16

To create keywords using the EXACT conventions and limitations ... 16

To free keywords for use ... 17

To monitor and match SMS Replies from multiple screens ... 19

To use and interpret the SMS Replies Tab in the Appointment Book ... 19

To open the Manage SMS replies screen ... 21

To use and interpret the Manage SMS Replies screen ... 21

To understand in which circumstances SMS Reply Confirmations and Cancellations require manual action from the EXACT user ... 23

To process an SMS Reply Appointment Confirmation ... 24

To identify ambiguous SMS Replies for manual matching ... 25

To manually match an SMS Reply Confirmation to a patient name ... 26

To confirm an appointment after manually matching an SMS Reply Confirmation to a patient name ... 26

To process an SMS Reply Appointment Cancellation ... 27

To manually match an SMS Reply Cancellation to a patient ... 29

To cancel an appointment after manually matching an SMS Reply Cancellation to a patient ... 29

To use SMS Reply templates and keywords with specified Contact Lists of patients ... 30

To track patient SMS Follow-up Responses ... 31

To run the SMS Follow-ups Report ... 32

To manually contact patients by SMS and monitor the Manage Replies list for their replies ... 33

To contact SINGLE patients by SMS ... 33

To contact MULTIPLE patients by SMS ... 36

To configure the Contact Patients window to specify who will be contacted ... 39

To identify the three areas of configuration for automated SMS Replies ... 41

To follow a configuration checklist for setting up SMS Replies ... 42

To configure the Email parameters necessary for SMS Replies ... 44

To understand the overall Email Setup Wizard parameters that must be configured for SMS Replies ... 44

To open and process the Email Setup Wizard, for SMS Replies configuration ... 46

To specify the Internet Connection Type, for SMS Replies configuration ... 46

To specify the Email Account details, POP3 and SMTP Servers, for SMS Replies configuration ... 47

To schedule Email send and receive times, for SMS Replies configuration ... 48

To configure the SMS Provider, for SMS Replies configuration ... 49

To set delivery times and stagger intervals for bulk messages, for SMS Replies configuration ... 50

To specify whether users will open Email attachments directly, or to first conduct anti-virus checking, for SMS Replies configuration ... 52

To test your Internet connection and Email Server Setup, for SMS Replies configuration ... 53

To understand why appointment reminders must only be set for a FUTURE date ... 55

To understand why MANUALLY generated reminders must be MANUALLY processed ... 56 <

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To track patient SMS Follow-up Responses ... 60

To run the SMS Follow-ups Report ... 60

To create automated first follow-ups to a patient appointment ... 62

To configure the second appointment follow-up SMS reply ... 66

To open the Keyword Settings screen, for configuring SMS Replies ... 68

To create Confirmation Keywords for SMS Replies ... 68

To create Cancellation Keywords for SMS Replies ... 71

To understand the EXACT options and limitations for Keyword settings ... 72

To manage SMS Replies Keywords for use with a patient contact list ... 73

To free up Keywords for further use with SMS Replies ... 74

To select an SMS Template for use in SMS Replies ... 74

To assign Keywords for use in SMS Replies ... 75

To create a New SMS Template for use in SMS Replies ... 75

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SMS REPLIES

The SMS Replies feature enables patients to reply directly to SMS appointment reminders,

promotions, or other queries sent to them.

If configured correctly, EXACT automatically translates the Patient SMS replies into appointment and promotion confirmations / cancellations, and acknowledges back to the Patient via SMS.

From EXACT v11 a counter alert (see "Using the SMS Replies Counter Alert" on page 13) indicates how many incoming SMSes are unmatched / uncompleted, so users are always aware when to provide time-critical responses.

Overview Purpose (see "Purpose of SMS Replies" on page 8) Benefits (see "Benefits of SMS Replies" on page 8) Features (see "Features of SMS Replies" on page 9)

Requirements (see "Requirements for SMS Replies" on page 10) Using

(strategy, screens and procedures)

Using the SMS Replies facility (on page 11)

Important points (see "Note these points for SMS Replies :" on page 12) ! Using the SMS Replies Counter Alert (on page 13)

Monitoring and Matching:

Monitoring and matching SMS Replies (on page 19)

 SMS Replies Tab (see "The SMS Replies Tab in the Appointment Book" on page 19)  Manage SMS Replies screen (see "The SMS Replies Screen" on page 21)

 Replies requiring intervention (see "When SMS Replies require user intervention" on page 23)

 Managing SMS Reply Appointment CONFIRMATIONS (see "SMS Reply Appointment CONFIRMATIONS" on page 24)

 Managing SMS Reply Appointment CANCELLATIONS (see "SMS Reply Appointment CANCELLATIONS" on page 27)

 Managing SMS Reply for Contact List (see "Managing SMS Reply for Contact Lists" on page 30)

Contacting:

Manually contacting Patients by SMS (on page 33)  Contacting SINGLE Patients by SMS (on page 33)  Contacting MULTIPLE patients by SMS (on page 36) Configuring

(setting up and customising)

! Configuration Checklist (see "Checklist: Configure SMS Replies" on page 42) Email Parameters (see "Configuring Email Parameters" on page 44)

Automatic Appointment Reminders

Keywords for SMS Replies (see "Configuring Keywords for SMS Replies" on page 68) (May require security permissions)

Create automated Appointment Reminders (on page 55) Create automated Appointment Follow-ups (on page 59) Create automated patient surveys by SMS (on page 67) <

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Resources User Guidehttp://help.soeidental.com/11.3/PDFs/SMSReplies.pdf Training Competencies Checklist

http://help.soeidental.com/11.3/PDFs/SMSReplies-CompetenciesChecklist.pdf

Overview of SMS Replies

This Overview section includes introductory information on Purpose, Benefits, Features and Requirements.

Purpose of SMS Replies

The SMS Replies feature enables patients to reply directly to their SMS appointment reminders or other queries

with a short text code to either confirm or cancel the appointment (for example "Y" to confirm, "N" to cancel). With appropriate configuration and compliant Patient SMS text responses, EXACT automatically processes the response (for example, confirming an appointment),and acknowledges with a return SMS to the Patient. With ambiguous SMS replies from Patients, EXACT provides facilities for identifying whom the SMS is from, what it relates to, and what action to take.

Benefits of SMS Replies

Efficiency. Convenience. Immediacy. Savings. Increased revenues:

SMS functionality drives increased recalls, reduced Failed To Arrives and increased response to promotional offers.

Better way of keeping in touch:

SMS integrates seamlessly with your EXACT practice management software providing a quick, simple, effective means of keeping in touch with patients and prospects.

Automate your Short Notice List:

SMS Replies is the means to automate your short notice list management, makin it easy for patients to confirm or cancel their appointments.

Business efficiency:

The high degree of automation saves time and resources for the Practice. The SMS Replies facility rounds out the Recalls workflow.

Client convenience:

Because patients reply with a simple code only, such as just YES or just NO, the facility is quick and convenient for them; they need not phone, email or visit to confirm or cancel appointments. Patients typically view this as a professional and helpful service provided by the Practice.

Immediacy:

Cell phone technology is ubiquitous in the population, so patients typically read SMS recall information immediately, and typically are more responsive in replying by SMS than by other media.

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Features of SMS Replies

This facility's features include:

 EXACT can automatically send template SMS messages to patients following their appointments, request an answer by keyword, and then respond a second time based on the keyword answer. A particularly useful application of this is a patient appointment survey, where for example patients answer with a keyword score of 1, 2, 3, 4,5 or 6, and the practice follows up that answer with an appropriate further message (version 11.3 SP6. See Automatic Appointment Follow-ups)

 EXACT can automatically process SMSreplies for appointments, promotions or other queries.

 EXACT can automatically send receipt confirmation messages to patients. For example, "Thank you for your SMS reply, your booking is now cancelled."

 EXACT can recognise multiple codes as a valid client reply.

For example, configure EXACT to recognise all of these options as valid for a Confirmation SMS: YES, YIP, Y, YEAH, YAH, OK.

 EXACT lists ambiguous replies (or replies that have been caught by the SMS Replies settings) for manual interpretation and processing.

For example, EXACT may classify as ambiguous a patient SMS reply of NO WORRIES MATE, and would require a human to interpret and validate such a reply.

 The SMS Replies icon on the workbar includes an alert counter to show how many incoming SMS Replies are

unmatched / uncompleted, and therefore require manual attention (image below). The number increments from 1 through 9+.

To draw the user's attention,

o Just the first counter alert includes the Windows default audio alert sound . o The alert periodically wiggles from side-to-side.

... ...

 Because some unmatchable SMS Replies received also cause an alert (such as messages from staff sent to the Practice), the SMS Replies table clearly identifies which SMS Replies are for the Short Notice List:

 Receptionists need not leave the Appointment Book to monitor ambiguous SMS Replies - an

optionally-displayed SMS Replies Tab (see "Displaying SMS Replies Tab and Cancels Tab" on page 12) in the work area displays a list of ambiguous SMS Replies, and provides Match, Confirm, Cancel functions to deal with them.

 Receptionists can monitor the progress of SMS communications by means of SMS status icons (see "Monitoring status icons in Appointment Book" on page 14) in the appointments, and can see when

appointments are confirmed by means of a Confirmation icon (see "Monitoring status icons in Appointment Book" on page 14) in the appointment.

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"Displaying SMS Replies Tab and Cancels Tab" on page 12) in the Appointment Book work area.

 Use Merge Fields to create SMS templates.

 Customise for your phone-answering capacity. To avoid the practice being overloaded with simultaneous bulk replies, stagger the sending times for bulk messaging, or specify that a message should only be sent every [n] minutes.

 Configure EXACT warning prompts if it will take longer than [n] days to deliver any SMS message.

 Email and SMS are configured independently, so you can use them to complement each other.

For example, send a reminder email two weeks before the appointment, then follow it up with an SMS message a few days prior to the appointment time, and a second SMS message a few hours before.

Requirements for SMS Replies

For the SMS Replies facility your practice must meet all of the following requirements:

 Clients need to sign a Software of Excellence SMS Agreement that lays out the terms of SMS usage, even if the SMS module is already activated.

 Appointment reminders will only work if set for a future date; they do not function if set today for today.

 Manually generated reminders must be manually processed: SMS Replies software is designed to function

with automated reminders sent to Patients. The software links the pending appointment with the automated SMS Reminder, with the patient's SMS Reply. It is possible to manually contact single or multiple patients by means of SMS reminders, but in this case EXACT has no automatic means to link your sent SMS Reminder and the patient's SMS Reply with a pending appointment. So, if you manually create SMS Reminders, EXACT will always send the consequent SMS Replies to the Manage Replies List and to the SMS Replies Tab, for you to manually confirm who this is from, what it relates to, and what actions to take.

 Prerequisites for the SMS Replies setup:

o The EXDOCe module must be registered in Practice Information.

o To use EXDOCe, you need either an Internet connection through a local area network (LAN), or a dialup account with an Internet Service Provider (ISP), and at least one workstation with hardware and software to connect to the Internet.

o Patients who are to receive Emails as both Email and as SMS messages on their cell phones have the appropriate SMS checkboxes selected in their Patient details.

 Correct configuration for SMS Replies:

o Email Parameters (see "Configuring Email Parameters" on page 44) must be correctly configured (procedures are described in the SMS Replies section).

o Automatic Appointment Reminders must be correctly configured (procedures are described in the SMS

Replies section).

o Keywords for SMS Replies (see "Configuring Keywords for SMS Replies" on page 68) must be correctly configured (procedures are described in the SMS Replies section).

IMPORTANT: Keywords must be unique across all active contact lists and automatic appointment reminders.

For example, you cannot use YES as a keyword for a currently active contact list and appointment reminder template, but you could use YES for the appointment reminder and YES1 for the contact list.

 Recommended configuration for Receptionists:

o Display SMS Replies Tab and Cancels Tab in the Appointment Book work area (see "Displaying SMS Replies Tab and Cancels Tab" on page 12)

For the SMS Replies alert counter, the following requirements/limitations/exclusions apply: <

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 The Alert will only increment for incoming UnMatched / Uncompleted SMS Replies since

the v11 upgrade; earlier SMSes are not counted.

 Some SMS Replies received may not be matchable, such as messages from staff sent to

the Practice, and these unmatched replies will cause an Alert.

 Current Configuration allows users to choose whether or not to auto reply to a successful ‘Match’ to a Short Notice List Request.

 If EXDOCe is registered, but the SMS Provider is not SOE, then the SMS Replies Alert is not required (SMS Replies for providers other than SOE are not enabled currently)  Just the first incoming UnMatched / Uncompleted SMS Reply triggers an audio alert. This

is not configurable via EXACT but by the Windows default alert.

For more detail, including hyperlinks to each requirement see also: Checklist: Configure SMS Replies (on page 42)

Using the SMS Replies facility

With the appropriate configuration, EXACT processes SMS replies, matches them to patient name and appointment times, and populates the Appointment Book with confirmed appointments, all without human intervention.

However, if the replies are ambiguous, EXACT cannot match them, and this automation is not possible. Practice personnel (normally Receptionists) should therefore routinely monitor the SMS Replies List for these ambiguous replies and manually match them (establish whom an SMS is from, what it relates to, and what actions should be taken).

Types of SMSes normally displayed in the SMS Replies Lists:

The SMS Replies lists display all incoming SMSes that EXACT cannot confidently classify and act upon. These can include

 Arbitrary messages such as "Hi I'm new to the area and want to sign up as a patient"

 Ambiguous replies to Contact List SMS campaigns run by the Practice. For example, the Practice outgoing message is "Hi Mrs Smith, we have a promotion. Whitening treatment just $80. Reply just YES1 if interested or just NO1 to decline". And the ambiguous response is "yes but only next month".

 Ambiguous replies to appointment reminders. For example, the Practice outgoing automated reminder is "Hi Mr Jones, you are due for a dental appointment at 3pm on 18 Nov. Please reply just Y to confirm or just N to cancel". And the response is "Are you sure? I thought it was the 19th".

These SMS Replies are listed in two near-duplicate screens with equivalent functionality:

 The SMS Replies Tab (see "The SMS Replies Tab in the Appointment Book" on page 19), an optional display tab in the work area of the Appointment Book.

Receptionists typically manage SMS Replies by means of this tab plus the Cancels Tab, which lists appointment cancellations.

It is recommended that Receptionists enable both of these tabs (see Displaying SMS Replies Tab and Cancels Tabs (see "Displaying SMS Replies Tab and Cancels Tab" on page 12)).

 The Manage SMS Replies screen (see "The SMS Replies Screen" on page 21), initiated as a full-screen display from Administration > Manage SMS Replies.

Option to display all SMS Replies, including those that EXACT auto-matches:

The SMS Replies list has a Show Completed checkbox. When checked / ticked, all incoming SMSes display in the list.

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SMS reply scenarios:

SMS Reply Appointment Confirmations (on page 24):  Patients Confirm correctly (with correct keywords)

 Patients Confirm ambiguously (with incorrect keywords, no keywords, or with extraneous text)

SMS Reply Appointment Cancellations (on page 27):  Patients Cancel correctly (with correct keywords)

 Patients Cancel ambiguously (with incorrect keywords, no keywords, or with extraneous text)

SMS Reply for Contact List (see "Managing SMS Reply for Contact Lists" on page 30) Using keywords in manually-generated SMS notices:

It is possible to manually create SMSes and send them to Patients with keyword options. However, these will not result in automated EXACT responses; users will always need to manually process such messages in the SMS Replies lists.

SEE ALSO:Manually contacting Patients by SMS (on page 33)

Note these points for SMS Replies :

These are important tips or notes relating to SMS Replies.

Displaying SMS Replies Tab and Cancels Tab

In most Practices, Receptionists manage SMS Replies from the Appointment Book Cancels Tab and SMS Replies Tab.

It is highly recommended that you enable these Tabs for use by Receptionists.

NOTE: Users require access permissions to be able to configure these tabs.

To configure access rights for adding tabs:

Select the User/User group and then check (tick) the Manage SMS Replies checkbox: <

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To display the SMS Replies Tab and the Cancels Tab in the Appointment Book

SEE ALSO: The SMS Replies Tab in the Appointment Book (on page 19)

Using the SMS Replies Counter Alert

To use the SMS Replies Counter Alert

The SMS Replies icon displays by default on the workbar from EXACT v11.3: <

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therefore require manual attention. The number increments from 1 through 9+. To draw the user's attention,

 The first counter alert includes the Windows default audio alert sound .

 The alert periodically wiggles from side-to-side.

... ...

The number on this counter matches the un-checked (un-ticked) incoming SMSes in the SMS Replies table. For example:

Which incoming SMSes are for the Short Notice List?

Because some unmatchable incoming SMS Replies also cause an alert (such as messages from staff sent to the Practice), the SMS Replies table clearly identifies which SMS Replies are for the Short Notice List:

SMS Replies are listed in Patient Contacts Tab

The Patient file has a Contacts tab where all Contacts are listed:

Each SMS Reply is listed against the SMS Reply icon:

Each SMS Reply includes the text that the patient sent, in the Body Text column:

Monitoring status icons in Appointment Book

To interpret the status icons in the Appointment Book <

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SMS status icons:

When SMS messages relating to an appointment have been sent, you can monitor a status icon in the appointment to track the SMS progress:

TIP: Hover your mouse over the icon for a tooltip display.

SMS appointment reminder sent to recipient (delivered) SMS message received by gateway (sent, but not yet delivered)

SMS delivery failed (where SOE is the SMS provider; password is wrong, insufficient credit, etc.)

Reply received (for SMS reminder sent to patient) SMS status is now available

SMS status unknown (TXTConnecxions / Icetrak / 4Production) SMS failed or not sent to gateway

SMS status unavailable (other SMS providers) Appointment Confirmed:

Marking SMS Replies as complete

Background

Patients normally reply with the appropriate SMS keyword, and EXACT then automatically confirms the appointment with the patient, and marks it as complete.

You will not see this in the SMS Replies Tab or SMS Replies List.

However, patients sometimes send incorrect keywords or confuse the SMS response by adding additional words with the keywords.

For example,

 Instead of replying "YES" to confirm, a patient replies "YES but I'll be five minutes late because I'm dropping my child at the Preschool".

 Instead of replying "NO" to cancel, a patient replies "No mate, not this time".

EXACT displays these ambiguous replies in a List for interpretation / manual processing by Practice personnel.

To notice that SMS Replies are awaiting action <

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to 9, and then shows 9+.

The audio alert is for the first incoming SMS only, and thereafter the icon draws attention by animated movement.

... ...

To check which incoming SMS messages are replies in relation to Short Notice List bookings

Look at the Short Notice List list column in the SMS Replies screen and SMS Replies tab:

To mark SMS Replies as complete and remove them from the lists

1. Click to select the SMS and then click the Match Reply button.

2. Match the SMS to the appropriate patient and appointment / contact list

(SEE SMS Reply Appointment CONFIRMATIONS (on page 24) and SMS Reply Appointment CANCELLATIONS

(on page 27))

3. Click the Confirm Appt button to confirm who this is, what it is for, and what to do. 4. Check (tick) the SMS Reply to mark it as completed. EXACT will then

o Remove it from the SMS Replies Tab and from the Manage SMS Replies list

o Decrease the SMS Replies Counter Alert by 1.

The importance of Keywords in SMS Replies

Configured keywords are an integral element in the SMS Replies software.

When a reminder or promotional SMS is sent to Patients, it contains instructions on how to answer using code words.

For example,

"... Please answer just YES to confirm or just NO to cancel your appointment". "Interested in our Whitening Promotion? Answer just YES3 or NO3".

To create keywords using the EXACT conventions and limitations Keyword conventions and limitations:

Keywords need to follow certain conventions:

 Keywords maximum size is 25 characters.

 Keyword minimum size is 1 character.

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 Keywords cannot contain spaces.

 Keywords must be alphanumeric (special accented characters are OK).

 Keywords cannot occur in a single keyword list twice.

 The total length of all the keywords in a list cannot exceed 250 characters.

 (IMPORTANT) A keyword cannot exist in any other active keyword list, whether for appointment reminders or contact lists (inactive contact lists are not counted).

For example, you cannot use YES as a keyword for a currently active contact list and for an appointment reminder.

If you need multiple options for YES and NO, variations could include YES1, YES2, Y1, Y2, OK, OK1, NO1, NO2, N1, N2, etc.

To free keywords for use

Keywords associated with lists may be made available to new lists in two ways:  Deleting the keyword from the original list

 Checking the list as Complete (inactive)

Appointment Reminder Keywords are configured mainly from these screens: Configure > SMS Templates...

Configure > Automatic Appointment Reminders and Replies: <

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Configure > Automatic Appointment Reminders and Replies > Keyword Settings: <

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Monitoring and Matching SMS Replies

To monitor and match SMS Replies from multiple screens

This section describes EXACT's two SMS Replies screens, lists circumstances when user intervention is required, and describes procedures for Appointment Confirmations and Cancellations with either of these screens: Two near-duplicate screens:

 The SMS Replies Tab in the Appointment Book (on page 19)

 The Manage SMS Replies screen (see "The SMS Replies Screen" on page 21) Procedures with either of these screens:

 When SMS Replies require user intervention (on page 23)

 Flowchart - SMS Reply Appointment CONFIRMATIONS (on page 24)

 Flowchart - SMS Reply Appointment CANCELLATIONS (on page 27)

 Managing SMS Reply for Contact Lists (on page 30)

For a general overview of SMS Reply information, see SMS Replies (on page 7).

The SMS Replies Tab in the Appointment Book

To use and interpret the SMS Replies Tab in the Appointment Book

The SMS replies Tab is an optional tool for Receptionists or other users of the Appointment Book. It is a near duplicate of the list in the Manage SMS Replies list (see "The SMS Replies Screen" on page 21).

It only displays if enabled (see Display SMS Replies Tab and Cancels Tabs (see "Displaying SMS Replies Tab and Cancels Tab" on page 12)).

It lists those SMS Replies (and other incoming SMSes) that do not meet configured keyword requirements, and therefore need human intervention to determine what they are and what to do with them.

EXACT populates the columns as best it can based on the incoming SMS Reply.

Look at the Short Notice List column to identify which of these incoming SMSes are unmatched SMSes in relation to short notice gaps - these will need to dealt with as soon as possible. See When SMS Replies require user intervention (on page 23).

(use this in conjunction with the SMS Replies Counter Alert (see "Using the SMS Replies Counter Alert" on page 13)).

The Reply column is especially significant - this is the text content in the Patient's SMS Reply.

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Match Reply

Click the Match Reply button to match this SMS message against a Contact List or against an

Appointment, to establish who this SMS is from, what it relates to, and what should be done with it.

Manually match the SMS Reply (identify exactly who, what, when):

When you have matched the reply against a patient and their contact list or appointment, click the Continue button to return to the SMS Replies list.

You will notice that the Confirm Appt and Cancel Appt buttons are then active. Confirm Appt

button

If the SMS message is an appointment confirmation, and if it is matched successfully, click this

button to confirm the appointment in the Appointment Book ..

Cancel Appt button

If the SMS message is an appointment cancellation, and if it is matched successfully, click this

button to cancel the appointment in the Appointment Book, and to list this as a

cancellation in the Cancels Tab.

SEE ALSO:

Managing SMS Reply Appointment Confirmations (see "SMS Reply Appointment CONFIRMATIONS" on page 24)

Managing SMS Reply Appointment Cancellations (see "SMS Reply Appointment CANCELLATIONS" on page 27)

Managing SMS Reply for Contact List (see "Managing SMS Reply for Contact Lists" on page 30) <

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The SMS Replies Screen

This screen lists all the SMS messages that were received by the practice that were either not automatically processed by EXACT, or were added to the SMS Replies list because the settings in EXACT directed them to be.

To open the Manage SMS replies screen

Either access from the Administration Menu or from the Workspace shortcut:

(requires appropriate security access)

(requires enabling from Configure > Customise Workspace...)

To use and interpret the Manage SMS Replies screen

This is a near duplicate of the list in the SMS Replies Tab (see "The SMS Replies Tab in the Appointment Book" on page 19) of the Appointment Book.

EXACT populates the columns as best it can based on the SMS Reply.

Look at the Short Notice List column to identify which of these incoming SMSes are unmatched SMSes in relation to short notice gaps - these will need to dealt with as soon as possible. See When SMS Replies require user intervention (on page 23).

(use this in conjunction with the SMS Replies Counter Alert (see "Using the SMS Replies Counter Alert" on page 13)).

The Reply column is especially significant - this is the text content in the Patient's SMS Reply.

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Match Reply

Click the Match Reply button to match this SMS message against a Contact List or against an

Appointment, to establish who this SMS is from, what it relates to, and what should be done with it.

You will notice that the Confirm Appt and Cancel Appt buttons are then active. Confirm Appt

button

If the SMS message is an appointment confirmation, and if it is matched successfully, click this

Confirm Appointment button to confirm the appointment in the Appointment

Book .. Cancel Appt

button

If the SMS message is an appointment cancellation, and if it is matched successfully, click this

Cancel Appointment button to cancel the appointment in the Appointment Book,

and to list this as a cancellation in the Cancels Tab.

SEE ALSO:

Managing SMS Reply Appointment Confirmations (see "SMS Reply Appointment CONFIRMATIONS" on page 24)

Managing SMS Reply Appointment Cancellations (see "SMS Reply Appointment CANCELLATIONS" on page 27)

Managing SMS Reply for Contact List (see "Managing SMS Reply for Contact Lists" on page 30) <

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When SMS Replies require user intervention

To understand in which circumstances SMS Reply Confirmations and Cancellations require manual action from the EXACT user

Circumstances where SMS Replies require manual action:

Circumstance Manual action required

If you manually create SMS Reminders, EXACT will always send the consequent SMS Replies to the Manage Replies List and to the SMS Replies Tab, for you to manually confirm who this is from, what it relates to, and what actions to take.

Read the message, take appropriate action.

The SMS was received by the practice and has nothing to do with appointment reminders.

Read the message, take appropriate action (such as contact the sender), then remove it from the list.

The reply comes from a mobile phone number that matches a patient record, but the reply does not contain a valid keyword.

Read the message, take appropriate action (such as contact the sender), then remove it from the list.

The reply contains a valid Confirmation keyword, but the appointment list option to add the reply to the Manage Replies list is ticked.

If you have chosen the configuration option to have the appointment automatically confirmed in the appointment book, or for the patient to be sent a 'confirmation of receipt' message, no further action is required. Once the details have been checked, click the entry to delete it from the Manage Replies list.

The reply contains a valid 'cancellation' keyword, but the appointment list option to add the reply to the Manage Replies list is ticked.

In this case, you may wish to contact the patient to make an alternative appointment booking.

The reply contains a valid keyword, but EXACT cannot match the reply to a particular patient record. This can happen if the number the text was sent from is different to one listed against the recipient, or if more than one patient has the same mobile number.

Read the message, take appropriate action, then remove it from the list.

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SMS Reply Appointment CONFIRMATIONS

To process an SMS Reply Appointment Confirmation

This applies to automated appointment reminders and to appointment reminders sent out via Contact List, where

the Contact List has the appointment function enabled: Use list for appointment booking

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If SMS Replies functions as intended, there is no need for user intervention. EXACT automatically matches incoming SMS replies correctly to the patient and the appointment, these replies do not normally show in the SMS Replies lists, and Receptionists will simply see pending appointments being confirmed in the Appointment Book:

If you wish to also see these replies in the SMS Replies list, tick the Show Completed checkbox:

To identify ambiguous SMS Replies for manual matching

Ambiguous SMS Replies cannot be matched, so they are listed in both the Manage SMS Replies screen (see "The SMS Replies Screen" on page 21) and in the SMS Replies Tab (see "The SMS Replies Tab in the

Appointment Book" on page 19). For example:

NOTE: Hover your mouse cursor over the Reply in the Reply column for a tooltip of the full text reply. <

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To manually match an SMS Reply Confirmation to a patient name

When you have matched the reply against a patient and their contact list or appointment, click the

Continue button to return to the SMS Replies list.

You will notice that the Confirm Appt button is then active, and you can select it.

To confirm an appointment after manually matching an SMS Reply Confirmation to a patient name

Confirm the Appointment after matching the SMS Reply, so that EXACT can confirm it in the Appointment

Book (this is the same as EXACT automatically matching and confirming the appointment).

Select and highlight the reply, and click the Confirm Appt button at the bottom right-hand

corner of the screen:

The appointment in the Appointment Book will then show a confirmation icon . <

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Check to complete this SMS Reply.

It will immediately disappear from both the Manage SMS Replies List and the SMS Replies Tab.

(To view all "completed" (non-displayed) SMS Replies, simply check the Show Completed checkbox)

SMS Reply Appointment CANCELLATIONS

To process an SMS Reply Appointment Cancellation

This applies to automated appointment reminders and to appointment reminders sent out via Contact List, where

the Contact List has the appointment function enabled: Use list for appointment booking

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If SMS Replies functions as intended, there is no need for user intervention when the user cancels.

Receptionists will simply see pending appointments disappear from the Appointment Book and cancellations being listed in the Cancels Tab of the Appointment Book work area:

If you want the replies to also show in the SMS Replies list, tick the Show Completed checkbox:

Ambiguous SMS Replies are listed in both the Manage SMS Replies screen (see "The SMS Replies Screen" on page 21) and in the SMS Replies Tab (see "The SMS Replies Tab in the Appointment Book" on page 19). For example:

NOTE: Hover your mouse cursor over the Reply in the Reply column for a tooltip of the full text reply. <

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To manually match an SMS Reply Cancellation to a patient

Match the SMS Reply (identify exactly who, what, when):

You will notice that the Cancel Appt buttons become active, and you can select it to Cancel.

To cancel an appointment after manually matching an SMS Reply Cancellation to a patient

Cancel the Appointment after matching the SMS Reply (this is the same as EXACT automatically matching and cancelling the appointment):

EXACT cancels it in the Appointment Book and adds it to the Cancels Tab .

Check to complete this SMS Reply.

It will immediately disappear from both the Manage SMS Replies List and the SMS Replies Tab.

(To view all "completed" (non-displayed) SMS Replies, simply check the Show Completed checkbox) <

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Managing SMS Reply for Contact Lists

To use SMS Reply templates and keywords with specified Contact Lists of patients

Patient Contact Lists enable a Practice to contact specified lists of Patients by means of a template and keywords,

with an option to Use list for appointment booking.

With this appointment option enabled, the SMS Replies procedures are the same as for automated appointment reminders:

 If a Patient receives an SMS from an existing Contact List and replies correctly, EXACT automatically matches the patient to the contact list and the appointment, and confirms or cancels the appointment in the

Appointment Book. No user intervention is required.

 However, if a Patient replies with ambiguous keywords (not specified on the Contact List), EXACT cannot

match the SMS, so it cannot act upon it. EXACT users need to manually match ambiguous Contact List SMS Replies, to a patient and an active Contact List, and then Confirm Appointment or Cancel Appointment. Contacts List screen and Contacts List Tab

Contacts Lists can be managed from two other areas of EXACT:  From the Administration > Contact Lists.

 In the Multi Column appointment book in the Contact Lists Tab.

From these screens, patients can be contacted, patient records can be updated, and appointments can be booked in the Multi Column appointment book. Patients are removed from the list when marked as Completed.

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Contact List configuration example:

A Practice creates a Whitening Promotion contact list that is applicable to Patients with no future appointments booked. It is based on a WHITEPROMO SMS template, and specifies that interested Patients should reply with the code smile, after which the Practice will contact them to arrange a whitening appointment:

Monitoring patient SMS Follow-up responses

From version 11.3 SP6 EXACT can automatically follow-up patient appointments with SMS messages and request patient keyword responses. This is typically used in surveys of patient appointments (see Automatic Appointment Follow-ups).

To track patient SMS Follow-up Responses

Go to the Patient File > Contacts tab, where you will find all SMS follow-up responses listed. <

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The SMS Follow-ups Report

From version 11.3 SP6 EXACT can automatically follow-up patient appointments with SMS messages and request patient keyword responses. This is typically used in surveys of patient appointments (see Automatic Appointment Follow-ups).

This report only applies to SMS Follow-up responses with keywords enabled.

To run the SMS Follow-ups Report

1. Go to Administration > Reports and select SMS Follow-up Responses:

2. Specify print parameters:

(to print all Providers, leave the Provider(s) field blank)

3. Print example:

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Manually contacting Patients by SMS

To manually contact patients by SMS and monitor the Manage Replies list for their replies IMPORTANT:

SMS Replies software is designed to function with automated reminders sent to Patients. The software links the pending appointment with the automated SMS Reminder, with the patient's SMS Reply.

But what if you want to manually contact patients by means of SMS with keywords?

It is possible to manually contact single (see "Contacting SINGLE patients by SMS" on page 33) or multiple (see "Contacting MULTIPLE patients by SMS" on page 36) patients by means of SMS reminders, but in this case EXACT has no automatic means to link your sent SMS Reminder and the patient's SMS Reply with a pending appointment.

So, if you manually create SMS Reminders, EXACT will always send the consequent SMS Replies to the Manage

Replies List and to the SMS Replies Tab, for you to confirm who this is from, what it relates to, and what actions to take.

See:

Contacting SINGLE patients by SMS (on page 33)

Contacting MULTIPLE patients by SMS (on page 36)

Contacting SINGLE patients by SMS

To contact SINGLE patients by SMS

(See also Contacting MULTIPLE patients by SMS (on page 36))

1. Select the SMS button from either:

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(Administration > Manage Recalls > Double-click on a recalls list), or

o The Contact Lists window

(Administration > Contact Lists > Double-click on a list)

The Contact by SMS window launches:

2. Select the Single SMS option.

The Group by Family checkbox will apply to SMS as it does for letters, and allows email to family

members to be sent together. It is greyed out and unavailable if the Single SMS option has been clicked.

The Tick as complete when message sent checkbox will flag the recall procedure for the SMS recipient(s)

as completed once the SMS is sent.

3. Select OK to display the SMS Details window.

4. Select the Provider, Specialist and SMS templates (click in each field to activate the selection controls for that field).

5. If you select a Category, it will be added against the SMS and displayed in the Category column in the Contacts tab as EXACT does for letters, as a quick reference to identify the purpose of the message.

6. Click the button to open the Create SMS window, with the Description and Message fields defaulted (if you chose an SMS template), or the screen blank to enable you to enter your own details.

In the case of a defaulted message, you still have the option to edit the details (see below). <

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7. In this window, you can edit the Description - which is used for the Contacts tab - and can also edit the message to be sent.

8. If the message to be sent is a Flash message, tick the Flash checkbox, if it is not already ticked by default for the SMS Template (if one is used). Alternatively, if the template is for a Flash message, you can untick the checkbox to send it as an ordinary SMS if you wish.

(Flash Message: On some cellphones a Flash message will appear on the screen immediately upon arrival, without the need to press any buttons on the phone. This is a useful alternative to normal SMS to catch the recipient's attention. The recipient has the option of 'saving' the Flash SMS to their Inbox.)

9. As you enter text, the line under the message box will display the approximatecharacter count (excluding merge fields), and how many 153-character SMS messages this represents, which will be charged against your SMS account credit.

If you wish to limit this, you can either delete text and/or merge fields (such as the patients name, or other details) to shorten the message, or click in the Truncate To field and select the maximum length of the message, in message unit multiples (1 to 9) of approximately 160 character length (1 SMS) or 153 characters for longer messages.

10. Clicking the button on this window will create the SMS messages for the selected patient in EXACT, and either send the SMS message or queue it to be sent, depending on your settings.

The contact list entry will be updated with the appropriate SMS status icon in the Type column. For an SMS message, one of the following icons may appear, depending on the status:

SMS delivery failed (where SOE is the SMS provider; password is wrong, insufficient credit, etc.) Reply received (for SMS reminder sent to patient)

SMS status is now available

SMS status unavailable (other SMS providers)

There is also a tooltip displayed when you hover your mouse cursor over each of the icons.

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It will have the appropriate icon in the Status column. Only email replies will appear in the Email Inbox.

If staggered recall settings are in effect, the column marked with a clock icon will have a corresponding icon for any items in the Outbox which are subject to the settings.

If you hover your mouse cursor over the icon, a tooltip will tell you when the SMS is due to be sent, as in this example:

Contacting MULTIPLE patients by SMS

To contact MULTIPLE patients by SMS

(See also Contacting SINGLE Patients by SMS (on page 33))

1. Select the SMS button from either:

o The Recalls window

(Administration > Manage Recalls > Double-click on a recalls list), or

o The Contact Lists window

(Administration > Contact Lists > Double-click on a list)

The Contact by SMS window launches:

2. Select the Multiple SMS option.

The Group by Family checkbox will apply to SMS as it does for letters, and allows email to family

members to be sent together. It is greyed out and unavailable if the Single SMS option has been clicked.

The Tick as complete when message sent checkbox will flag the recall procedure for the SMS recipient(s)

as completed once the SMS is sent.

3. Click OK to display the Contact Patients (see "Contact Multiple Patients Window" on page 39) window. You can either untick all options to include everyone on the recall / contact list, or select options according to your preferences.

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4. Once you have selected your list of patients and clicked , you will be presented with the following screen, if you have set up staggered recalls in your email configuration:

At this point, you can either:

o Click the Send all SMS straight away to send the SMS messages. o Accept the staggered SMS settings, as listed.

o Change any of the delivery times by clicking on a line, and then delete the line using the Delete button.

A new delivery time can then be added via the Add button.

o Accept the delivery times, but change the delivery frequency.

Once you have reviewed (and edited the staggered settings, if required), click the button.

5. The SMS Details window is now displayed, to enable you to enter Provider and/or Specialist codes, if there are pertinent merge fields that need to be included in the SMS:

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If you wish to also send an SMS to a specialist, select their code in the Specialist field, then tick Email the

Selected Specialist checkbox.

You can also choose an SMS template if you wish to use a preset message as a basis for the SMS. If you do so, the Description field is automatically filled, but may be edited if required.

Similarly, the Category field is usually defaulted but can be changed or deleted if you wish.

The Category becomes important in the Patient Contacts Tab, where we can sort by Category column to see what kind of contacts have been made with the patient:

6. Click the button; the Create SMS window will now be displayed, as for the single SMS option.

If you have selected an SMS template, the text from the template will be displayed, but you may still edit the details of this if you wish, by clicking in the field.

Note the following:

o The Flash box is checked for Flash SMS messages; do not delete the FLASH inserted at the beginning of the message - this tells the SMS provider to send this as a Flash message.

o The text in the box is counted in the Character count field below it, to let you know how long the message is.

This will not be accurate if any merge fields are present, so you will have to estimate how long each merge field is likely to be, based on what it represents.

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7. Clicking the button on this window will create the SMS messages for the selected patients in EXACT, and either send the SMS messages or queue them to be sent, depending on your settings.

The contact list entries will be updated with the appropriate SMS status icon in the Type column. For an SMS message, one of the following icons may appear, depending on the status:

SMS delivery failed (where SOE is the SMS provider; password is wrong, insufficient credit, etc.) Reply received (for SMS reminder sent to patient)

SMS status is now available

SMS status unavailable (other SMS providers)

A tooltip displays when you hover your mouse cursor over each of the icons.

8. The SMS messages will also appear in the Email Outbox until they are sent, when they will be removed and will appear in the Sent tab.

In each case they will have the appropriate icon in the Status column. Only email replies will appear in the Email Inbox.

If staggered recall settings are in effect, the column marked with a clock icon will have a corresponding icon for any items in the Outbox that are subject to the settings.

If you hover your mouse cursor over the icon, a tooltip will tell you when the SMS is due to be sent, as in this example:

Contact Multiple Patients Window

To configure the Contact Patients window to specify who will be contacted

This window is displayed when you select to contact multiple patients or print multiple labels for a recall list or contact list.

The same window is used for letters, labels, emails, and SMS messages, with slight changes to the prompts and options.

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This window will allow you to choose certain criteria to create a sub-list of patients from the list to send letters to. The options are controlled by checkboxes and any combination of these checkboxes can be selected to create the required list of patients. Unticking all options will simply use the entire recall list and not limit the range in any way.

Option/Field Details

These options refer to the recall "marked as completed" status of the patients in the list.

This option will be set to 0 by default but you can alter this number as required. It will filter the list based on how many times a patient has been contacted by any method available in EXACT e.g., email, SMS or letter.

This option will default to "Letter" when sending letters, "Email" when sending email, and "Mobile" when sending SMS messages but can be changed to another from the drop-down list if required.

[Labels only] This field allows you to select patients who had

letters created on a certain date, so that you can print corresponding address labels for the envelopes.

To select a range of patients, choose the first and last names in the list; all patients between (and including) the two listed names will be selected

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Use this to select patients for one or more providers, or for

providers with a specific category. Click the button to

select more than one provider

You can use this field to select patients who have a recall due (set, but not yet actioned) by dentist recall only, hygienist recall only or both.

This checkbox will be enabled only if the "Group by family" checkbox has been ticked on the previous (Contact by Letter) window . If you tick this option, only those patients that are part of a family will be selected.

If your selection criteria produce no patients as a result, a warning of “There are no patients that match the selected criteria” will be displayed.

Once a valid selection is obtained and the button is selected, you will then be presented with the

‘Document Details’ window, if you are creating letters / emails / SMS messages, or the 'Label Details' window for mailing labels.

TIPS:

- Printing a long list of letters may take a long time, and once it has commenced the process cannot be stopped.

- Rather than print all letters at once, break them into batches using the "From Patient" and "To Patient" fields. For example, select patients from A-F, then G-M, N-R, and S-Z.

Configuring SMS Replies

To identify the three areas of configuration for automated SMS Replies

As an automated facility in EXACT, SMS Replies relies on multiple configuration requirements in three integrated areas:

 Configuring Email Parameters (on page 44).

 Configuring Automatic Appointment Reminders.

 Configuring Keywords for SMS Replies (on page 68). IMPORTANT:

 Appointment reminders will only work if set for a future date; they do not function if set today for today.

 Manually generated reminders must be manually processed: SMS Replies software is designed to function

with automated reminders sent to Patients. The software links the pending appointment with the automated SMS Reminder, with the patient's SMS Reply. It is possible to manually contact single or multiple patients by means of SMS reminders, but in this case EXACT has no automatic means to link your sent SMS Reminder and the patient's SMS Reply with a pending appointment. So, if you manually create SMS Reminders, EXACT will always send the consequent SMS Replies to the Manage Replies List and to the SMS Replies Tab, for you to manually confirm who this is from, what it relates to, and what actions to take.

TIP: Use the Checklist (see "Checklist: Configure SMS Replies" on page 42) as a starting point. It provides an <

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Checklist: Configure SMS Replies

To follow a configuration checklist for setting up SMS Replies

Check that you complete each of these configuration requirements, or that they have already been correctly configured elsewhere in EXACT. Each requirement has a hyperlink to the appropriate instructions:

Configuration requirement / task Links Prerequisites:

The EXDOCe module is registered in Practice Information. EXDOCe module Registering EXACT Practice Information For EXDOCe you have either an Internet connection through

a local area network (LAN), or a dialup account with an Internet Service Provider (ISP).

(You can set this up from this dialog: Specifying Internet connection via Dialup or LAN (on page 46))

For EXDOCe you have At least one workstation with both hardware and software to connect to the Internet.

Refer to your System

Administrator or IT consultant) Patients who are to receive Emails as both Email and as SMS

messages on their cell phones have the appropriate SMS checkboxes selected in their Patient details.

Patient Contact Lists Patient details

The Patient Contact Lists for appointment reminders have been set up and are being maintained.

Patient Contact Lists

In Email Setup, correctly configure the following parameters: Configuring Email Parameters (on page 44)

Select whether you use a dial-up service using a modem, or the workstation is on a local area network (LAN) with a constant connection to the internet via a DSL connection.

Specifying Internet connection via Dialup or LAN (on page 46)

Configure the Account details for automated connection. This includes the Practice email address, User Name, Password, Incoming Mail Server, and Outgoing Mail Server.

Configuring Account Details (on page 47)

Schedule email sending and receiving activities, specify whether your practice sends all mail immediately or batch-sends it, and specify the valid times (during the 24-hour cycle) for email and SMS communication.

Scheduling Send and Receive actions (on page 48)

Specify Software of Excellence as SMS Provider, enter a valid Practice ID and Password, and check that you have sufficient SMS credits for the number of SMS messages likely to be generated.

If necessary, purchase further SMS credits from Software of Excellence.

Configuring SMS Provider (on page 49)

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Specify whether SMS messages should be sent immediately or whether they should be staggered in order to receive staggered appointment replies. If required, set the interval between sent SMSes, and create a Warning policy for SMS messages that will take too long to deliver (in terms of the sending intervals versus number of SMSes).

Configuring when SMS messages are sent (on page 50)

! Create a security policy for opening email attachments, in relation to your anti-virus program.

Configuring Email attachment policy (on page 52)

Test your Internet connection and the functioning of your Email Server, and confirm that these are functioning correctly.

Testing Internet connection, Email Server Setup (on page 53)

In Automatic Appointment Reminders, correctly configure the following reminders and parameters:

Create an automated email for New patients.

Select / create a template for automatically sending to each patient as the patient's appointment is booked.

Create an email signature for adding to an email template. Configure EXACT to automatically generate and send

appointment reminders to patients by Email, SMS or both. Because the Email and SMS settings are independent for each, optionally setup Email and SMS reminders to complement each other. For example, send a reminder email two weeks before the appointment, then follow it up with an SMS message a few days prior to the appointment time, and a second SMS a few hours beforehand.

Specify Keywords that patients need to use in SMS replies to trigger automated EXACT responses.

Keywords for SMS Replies (see "Configuring Keywords for SMS Replies" on page 68)

Be aware of the important Guidelines for using Keywords, without which your SMS replies strategy will not function.

Guidelines for using Keywords (on page 72)

Set up Confirmation Keywords for patients to use in confirming appointments.

Set up Cancellation Keywords for patients to use in cancelling appointments.

Once the Keywords are set up, manage them per Contact List. this includes checking that they are up to date.

Managing Keywords for a Contact List (on page 73) When necessary, free up Keywords for use in other

configurations.

Freeing Up Keywords (on page 74)

User's Guide. SMS Replies. EXACT version 11.3 SP6. Leveraging SMS text-messaging for your Practice. SMS Replies v11.3 SP6, 16/09/2014 page 1 of 79

User's Guide

SMS Replies

EXACT version 11.3 SP6

Leveraging SMS text-messaging for your Practice

Contents

List of procedures

SMS REPLIES

Overview of SMS Replies

Purpose of SMS Replies

Benefits of SMS Replies

Features of SMS Replies

Requirements for SMS Replies

Using the SMS Replies facility

Note these points for SMS Replies :

Displaying SMS Replies Tab and Cancels Tab

Using the SMS Replies Counter Alert

SMS Replies are listed in Patient Contacts Tab

Monitoring status icons in Appointment Book

Marking SMS Replies as complete

The importance of Keywords in SMS Replies

Monitoring and Matching SMS Replies

The SMS Replies Tab in the Appointment Book

The SMS Replies Screen

When SMS Replies require user intervention

SMS Reply Appointment CONFIRMATIONS

SMS Reply Appointment CANCELLATIONS

Managing SMS Reply for Contact Lists

Monitoring patient SMS Follow-up responses

The SMS Follow-ups Report

Manually contacting Patients by SMS

Contacting SINGLE patients by SMS

Contacting MULTIPLE patients by SMS

Configuring SMS Replies

Checklist: Configure SMS Replies