Texting Patients

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Texting Patients

ProPharm One+ offers the ability to send text messages to your patients. You can use this feature to notify your customers when their prescriptions have been filled or to communicate other information.

 

You can also receive incoming text messages from patients, locate scripts that are waiting for the patient to pick up, then reply to the patient's text regarding their medications.

 

In order to use these features, you will need to contact our support staff and purchase a texting service.

 

Once your service has been started, you can follow the instructions below to set up your texting options and start sending and receiving messages.

 

 

Topics

Setting Default Text Messages

How Do I Set Up a Patient for Texting?

How Do I Respond to Incoming Messages from Patients?

How Do I Set Up a Workflow Stage to Prompt Users to Send a Text?

Can I Set Up a Stage to Send a Predetermined Text Message Automatically?

How Do I Send a Text to a Patient from the Patient Profile?

 

 

Setting Default Text Messages

There may be messages that need to be sent frequently to many different patients (e.g., "Your prescriptions are ready"). You can set up standard messages that users can quickly choose from a drop-down list when they are sending messages. (Users can also enter custom messages if necessary.)

 

To enter default messages:

 

1.Click on the System menu item.

2.Select Default Messages. The Default Message Maintenance screen will open.

3.Click on the Create New Default Message option. (To edit an existing message rather than creating a new one, you can search for the correct message in the "Search Default Message" sidebar.)

4.Make sure the Active option is checked.

5.Enter the desired Text.

6.When you are ready, click Save.

 

Enter as many default messages as are necessary for your pharmacy system.

 

These messages can be used for both texts and emails.

 

 

How Do I Set Up a Patient for Texting?

In order for a patient to receive text messages, you will need to set the patient's account up for texting and enter a valid phone number. (If you receive an incoming text from a patient with an unknown number, there are steps you can take to assign this number to the correct patient. This will be discussed further in the next section.) Follow the instructions below to set up a patient for texting.

 

1.Click on the Maintenance menu item.

2.Select Patients. The Patient Maintenance screen will open.

3.You can choose to create a new patient or search for an existing patient.

4.After you have selected a patient, review the information under the Record Info tab.

5.Enter the patient's current phone number in the Preferred Phone field. This is the phone number that will receive text messages.

6.Click on the Communication Method drop-down and select "Text."

7.Click Save.

 

 

How Do I Respond to Incoming Messages from Patients?

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.

 

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. Follow the instructions below to contact patients 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.

 

 

How Do I Set Up a Workflow Stage to Prompt Users to Send a Text?

You can set up a Workflow stage to prompt users to send a message to the patient at a particular point in the Workflow process. For our example, we will set the message to be sent as soon as the script has been entered in the filling screen.

 

In the scenario outlined below, users are prompted to send a message each time a script is filled. However, if you have a scenario where a patient has multiple scripts ready to have messages sent for them, and you perform the "Message Patient" Workflow task, all of the patient's scripts that are ready will be marked as having completed that Workflow task.

 

To set up a "Message Patient" Workflow stage:

 

1.Click on the System menu item.

2.Select Workflow Setup. The Workflow Setup screen will open.

3.Click on the New Stage button.

4.Enter a Name for this stage (e.g., "Message Patient").

5.In the Workflow field, search for the correct Workflow system for your pharmacy.

6.Click on the Type drop-down field and select "Automatic."

7.Click Save.

8.Next, click on the Requirements tab.

9.Click Add New.

10.In the Entry Requirement field, you can choose any requirement that needs to be completed before a script enters this Workflow stage. For our example, we want to require that a script has been entered in the filling screen. Click on the drop-down arrow and select "Script Entry."

11.Click Save.

 

You may also want to add the "Patient Allows Communication (status)" requirement to ensure that only scripts for patients who allow you to contact them will be included in the Workflow stage.

 

12.Click on the Tasks tab.

13.Click Add New.

14.Click on the Task drop-down arrow and select "Message Patient."

15.Click Save.

 

This type of Workflow stage will work for both text messages and emails, depending on the "Communication Method" that has been selected for the patient.

 

16.Now, whenever a script is entered in the filling screen, the "Message Patient" window will appear. This window will show the script's information as well as the patient's information. (You can click on the arrow to edit the patient's information if necessary.)

17.The user will be  prompted to send a message to the patient. You can choose from a list of default messages or enter a customized message.

 

 

Can I Set Up a Stage to Send a Predetermined Text Message Automatically?

In the Workflow stage described above, a window will pop up automatically to prompt users to send a text message to the patient. However, you can also set up a stage to send a default text message to patients without any user input. This type of stage would run automatically at the appointed stage in the Workflow process and send a text behind-the-scenes with a standard message to the patient.

 

To set up this type of Workflow stage, create a stage very similar to the texting stage described above, but choose the Message Patient (Non-Visual) Task.

 

When this stage runs, no window will appear to the user. The most recently entered active default message will be used. This message will be sent to the patient automatically.

 

 

How Do I Send a Text to a Patient from the Patient Profile?

You can also send a message to the patient at any time by going to the Patient Profile screen.

 

1.Click on the Script Filling menu item.

2.Search for the correct patient.

3.After you have selected a patient, the patient's information "card" will appear in the upper left corner of the screen. This will show the patient's information (such as name, date of birth, etc.). Next to the patient's information, click on the arrow to flip the "card." (You can click on the Edit button on this card if you need to change the patient's information before sending the message.)

4.Click on the Message option. The "Message Patient" window will open, showing the history of text messages between your pharmacy and this patient.

 

If the patient has chosen "Text" as their preferred Communication Method, there will be a note on the Message Patient window stating this choice. If the patient receives emails rather than texts, this preference will be shown at the top of the window. If your pharmacy has an email server set up for emailing patients, you will have the option to send emails from this window as well.

 

5.Enter your message into the text field below the message history. (You can choose from a list of default messages or enter a customized message.)

6.Click Send Message.

 

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