Messaging Center

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Messaging Center

When a patient texts your pharmacy, if you are logged into ProPharm, you will see a toast message pop up temporarily at the bottom of the screen. This will alert you to check the Messaging Center. You can also check the Messaging Center at any time for incoming text messages by clicking on the Tools menu item and selecting the Messaging Center option.

 

In order for patients to send text messages to your pharmacy, you will need to contact our support staff to set up the necessary texting service. After this has been done, your pharmacy can receive incoming texts from patients.

 

Topics

How Do I Respond to Patient Text Messages through the Messaging Center?

What Options Do I Have in the Messaging Center?

How Do I Set Up an Unread Text Messages Widget on the Home Screen?

 

 

How Do I Respond to Patient Text Messages through the Messaging Center?

1.Click on the Tools menu item.

2.Select Messaging Center. The Messaging Center will open.

3.Any new messages will appear under the Unread Messages tab. (You can click on the All Messages tab to review text messages that have already been viewed.)

 

If the phone number of the incoming text message is already tied to a patient, the patient's name will appear in the From column. Otherwise, the phone number will be listed.

 

4.Double-click on any of the messages to view the pharmacy's message history with that phone number. This will open the Message Processing screen.

5.On this screen, you will see the text message history between your pharmacy and this phone number. If the number is already tied to a patient, that patient's information will be displayed along with their prescription profile. If the number is not tied to a patient, you can search for the correct patient in the Patient search field. (If multiple patients have the same phone number, a banner will appear above the texting history warning you of this issue and listing the patients with this number. You can view each of the patients in the Patient Maintenance screen to edit the records as needed.)

 

If you select a patient from the search field, a pop-up window will appear asking you if this phone number should be saved as the selected patient's Preferred Phone number. If so, click Yes. (If the patient already had a different number listed as their Preferred Phone, the previous number will be moved under the Contact Info tab in the Patient record and the new number will be saved as the preferred option.

 

6.To send a reply to the patient's message, click inside the text field underneath the message history. Any Default Messages that you have set up for your pharmacy will appear in a drop-down list. You can select one of these options or enter a free-text message. (You can also click on the plus icon to enter a new Default Message.) When you are ready, click on the Send Message button.

 

If the pharmacy user that is sending a text message has Initials entered in their User record, these initials will be displayed next to the text message along with the time the message was sent.

 

7.If the patient is texting to request a refill, you can use this screen to select the correct script and queue a refill. In the patient's profile (on the left side of the screen), you can click on the correct script. (You can also queue multiple refills at the same time by marking the checkbox next to each of the requested scripts in the profile.) Then click on the Queue Refill button. The refill will be sent to the appropriate Workflow stage for requested fills.

 

 

What Options Do I Have in the Messaging Center?

When you first open the Messaging Center, you can view any new (unread) messages under the Unread Messages tab. If you double-click on any of these messages, the Message Processing screen will open, showing you the texting history between this phone number and your pharmacy.

 

After you have taken action on a message, it will be marked as "Viewed." The next time you open the Messaging Center, this message will not be under the Unread Messages tab, but will be under the All Messages tab.

 

You can right-click on any message in the Messaging Center to view the following options:

oOpen Patient Messaging: This works in the same way as double-clicking on the message. It will open the Message Processing screen.

oPatient Workflow: If the phone number is already tied to a patient, you can click on this option to open the Workflow by Patient screen for this patient.

oPatient Profile: If the phone number is already tied to a patient, you can click on this option to open the Script Filling screen to show the patient's profile.

oMark as Viewed/Mark as Unread: If a message is already marked as "Viewed," you can right-click on the message under the All Messages tab and choose the Mark as Unread option. This will return the message to the Unread Messages tab. (You can also mark an unread message as "Viewed.")

oDelete Message: If you select this option, a warning message will appear. If you want to permanently delete the message, you can click on the Delete Message button.

 

 

How Do I Set Up an Unread Text Messages Widget on the Home Screen?

You can set up a widget on the Home Screen that will show the number of unread messages that are currently in the Messaging Center.

 

Click on the Add Widget button. In the pop-up window, choose the "Unread Messages" option and click Add. The "Unread Messages" widget will show the number of unread messages that are waiting for you in the Messaging Center. You can click on this widget to go directly to the Messaging Center and begin processing these messages.

 

 

See Also

Texting Patients

Emailing Patients