The Phone Reminder Setup section helps the user to configure settings such as how early the reminders will be sent to a patient, the number that would be displayed on the patient’s phone on receiving your call, at what time the reminders will be sent, when the reminders will be resent in case of failure at the first attempt, how many times to retry in case of failure, and what message content would be heard by the patient on receiving your call.
If a patient does not receive the call when transmitted, a voice mail is sent to the patient. The voice mail settings are also configured under the Phone Reminder Setup section.
To configure phone and voice reminder setup:
| 1. | On the Practice Defaults screen, scroll down to view the Appointment Reminder Configuration Settings panel. |
| 2. | In the Phone Reminder Setup section, do the following: |
| • | In the Max Advance Notice field, select the number of days as “Same day” or any option between 1 and 5 days from the drop-down list, so that the phone reminder is sent that many days in advance of the appointment. |
| • | In the Caller ID field, type the facility’s phone number. This will be displayed on the patient’s phone upon receiving a call from the facility. |
| • | In the Retry Delay field, select the time duration as 3 Hours, 6 Hours, 12 Hours, or 24 Hours from the drop-down list to call back again automatically in case of a call failure for any reason. |
| • | In the Phone Reminder Start Time field, enter the time in 24-Hour format, e.g., 10:00 or 22:00. This time will be displayed on the Patient Appointment Reminder window on the Scheduler screen. |
| • | In the Retry Count field, you can mention how many times you want to call the patient in case of a call failure in the first attempt. You can set it up to once, twice, or thrice. If you don’t want to call back after the first attempt, you can set it to “0.” |
| • | In the Phone Script for Live Answer field, type the message you want the recipient to hear when the call is transmitted. The keywords (e.g., #OFFICE#, #NAME#) used in the script are preconfigured and must not be changed. If required, you can change the content in the remaining body structure only. It is recommended to contact the INSYNC EMR support to make any kind of changes in the script. |
| • | In the Phone Script for Voice Mail field, type the message you want to send as a voice mail when the recipient is unreachable. You can also configure the voice mail responses as per your requirement. |
| o | To confirm your appointment, press (1): If this option is selected, patient receiving a voice mail will have to press 1 to confirm appointment. Click Save at the bottom of the screen to save the changes. The phone/voice reminder is set. |
| o | To cancel your appointment, press (3): If this option is selected, patient receiving a voice mail will have to press 3 to cancel appointment. |
| o | To get connected to the office desk, press (9): If this option is selected, patient receiving a voice mail will have to press 9 to be able to contact practice. |
| 3. | Click Save at the bottom of the screen to save the changes. The phone/voice reminder is set. |
