Denticon Patient Communication is a add-on subscription service that allows the user to communicate or engage with patients through Campaigns. This is mostly a one-way communication and the campaigns sent via Patient Communication needs to be scheduled beforehand.
Goals:
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Dental organizations and offices can use a single application for both practice management and patient communications
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Users can quickly and easily setup campaigns and reminders for multiple offices
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Every appointment gets the correct reminders
Parameters:
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Email:
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For Appointment Reminders, emails can be sent in intervals of years, months, weeks, or days before or after the trigger event.
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For Appointment and Reminders, all emails will be sent around 8PM PST / 11PM EST
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For Ad-Hoc announcements, emails can be set to go out at a specific date and time (up to the minute) as long the data and time is at least one hour in the future.
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For Patient Care: Follow Up Campaigns , users can only select email. There will not be a text option. Users can only select the delivery date for a Patient Care: Follow Up Campaign but they cannot specify the time. The delivery date must be greater than today and they can not send out same day Patient Care: Follow Up Campaign.
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SMS
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For Appointment Reminders, text messages can be sent in intervals of years, months, weeks, days, or hours before or after the trigger event. Text messages that are set to be delivered between 7:00AM local time and 6:00PM local time will send at the specified times otherwise will be sent at 5:50PM local time. Delivery Time is calculated against the touchpoint setting and the appointment time.
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For Ad-Hoc announcements, text messages can be set to go out at a specific date and time (up to the minute) as long the data and time is at least one hour in the future.
- For Recurring Campaigns, all SMS communications will be sent out at 5:50PM local time.
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For all SMS communications, text messages that are set to be delivered between 6:00PM and 7:00AM local time will go out at 7:00AM local time.
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There are 7 tabs in the Patient Communication module.
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Dashboard
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Appointment Campaign
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Recurring Campaign
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Patient Care: Follow Up Campaign
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Ad-hoc Announcement
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Templates
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Mailing List
Features:
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Patient Lists: This is the specified audience that will receive a reminder, campaign, or announcement. Patient lists include the following criteria:
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Office/Office Group:
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When a patient list is selected for an appointment reminder, the reminders will only go to patients who have an appointment with in the select offices or offices groups.
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When a patient listed is selected for anything besides a patient reminder, communications will go to the patients with a home office that matches one of the selected offices or one of the offices within the selected office groups.
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Provider:
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When a patient list is selected for an appointment reminder, the reminders will only go to patients who have an appointment with the selected providers.
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When a patient list is selected for anything besides a patient reminder, communications will go to the patients who have the selected providers listed as their Preferred Provider.
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Age: For all communications, only patients whose age is within the selected range will be included.
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Include Patient Type: Users can select which patient types should be included in the target audience. (Please note, since patients can have multiple patient types selected we have an include filter to avoid accidently excluding specific patients from the target audience.)
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Exclude Patient Type: Users can select which patient types should be excluded in the target audience.
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Exclude Responsible Party Type: Users can select which RP types should be excluded in the target audience. (Please note: RP types are single selection, so only exclude is needed.)
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Type: This is a top level filter to target, ortho, GP, or both ortho and GP patients.
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Appointment Reminders: These are multi-touchpoint campaigns where an email or text is delivered at specific intervals before or after the appointment takes places. Campaigns can also be setup to deliver an email appointment reminder or text reminder after a missed appointment, as well as before or after a cancelled appointment.
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Non-Appointment Event Reminders: These are multi-touchpoint campaigns where an email or text is delivered at specific intervals before or after the following events:
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Patient Birthday: Offices often use birthdays as additional means of patient engagement
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First Visit Date: Offices often will send patients additional information before their first visit, this might include patient registration links before the appointment or a special thank you after the visit. Offices may also use the first visit date to send annual anniversary messages.
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Last Visit Date: This event is typically used for patient reactivation when a patient has stopped coming in for appointments for a prolonged period of time.
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Recall Date: This is the event is used when a patient is due for a regularly scheduled procedure code.
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Recall Due/Overdue but not schedule: This event is used when a patient is due for a regularly scheduled procedure code but does not have an appointment scheduled.
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Patient Care: Follow Up Campaign: These are one-time campaigns that are set to go out on a specific date and time. Patient Care: Follow Up Campaigns can utilize an email or SMS template. Patient Care: Follow Up Campaigns are intended to be used to advertise something to a specific patient audience. The audience is determined by first selecting a patient and then if necessary adding additional filter criteria that includes the following:
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Insurance Plan Type: Users can select patients that have specific insurance plan types attached to their record such as PPO, Discount, Medicaid, Managed Care.
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Remaining Benefits: Users can target patients who have at least a certain dollar amount of their annual maximum benefit remaining -
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Treatment Plan Codes: User can select specific procedure codes and only patients with the selected codes listed in their treatment plan will be included in the target audience.
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Treatment Plan Status: If Treatment Plan Codes have been selected, users can go a step further and target patients who have the selected codes with a specific status selected. (i.e. only include patients with some sort of crown code on their treatment plan and code has a status of either accepted or diagnosed)
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Ad-Hoc Announcements: These are one time campaigns that are set to go out on specific date and time, but are also based on a specific event occurring on a date. For example, a user can send out an announcement to a specific group of patients on Monday night who have an appointment on Tuesday. Ad-Hoc Announcements can utilize email or SMS templates. Instead of using a patient list, the user will select the target audience criteria on the fly.
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Templates: We have implemented a template editor that allows users to quickly create content using drag and drop functionality.
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The template editor allows users to quickly edit templates and change small details like text or colors.
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Users can quickly swap images.
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Users can copy an existing template in the campaign creator screen and make small changes
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Users can dump raw HTML into the template creator.
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Users can select from several dozen data tags to dynamically update content based on the recipient. (i.e. include the patients first name in the content)
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Reports: At this time we have a single report for each campaign that shows the last two weeks of data. The report includes the following fields:
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Campaign ID: A unique internal database ID used to keep track of all campaigns for each Denticon account.
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Campaign Name: The name of the campaign being referenced in the report.
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Campaign Delivery Date/Time: The date and time the the communication for the specific campaign or campaign touchpoint that was sent to the patient’s email or cell phone number.
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Touchpoint: The specific touchpoint being referenced from the campaign. Marketing Campaigns and Ad-hoc announcement will only have one touchpoint.
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Delivery Type: The communication medium, either SMS or email.
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Pat ID: The Denticon Patient ID of the patient who was sent the communication.
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Patient Name: First and last name of the patient who was sent the communication.
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Patient Email/Phone: The email address or phone number that the communication was sent to.
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Event Type: For Appointment Campaigns, Recurring Campaigns and Ad-hoc announcements this is the event that triggers the communications to go out
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Event Date: For Appointment Campaigns, Recurring Campaigns and Ad-hoc announcements this is the date and time of the event that is triggering the communication.
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Email/SMS Status Code: The status of whether or not the communication was sent.
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Email/SMS Status Description: Additional details about the send and delivery status of the communication sent to the patient.
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Sent: The time date and time the communication was sent.
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Opened: For email only, the date and time the communication was opened by the recipient.
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Clicked: For email only, the date and time an action button was clicked within the email.
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