The Patient Facesheet is visible on the far right side of the screen and it shows all basic patient information (Name, DOB, Phone #, MRN #, etc.) synced with your EMR. At the top of the Facesheet, you can toggle between patient information and files that have been exchanged with the patient (Photos, Videos, Files, Completed and Incomplete Forms). Towards the bottom of the facesheet, you can see which colleagues have pinned this patient and any scheduled Upcoming Appointments, Procedures, or Recalls. All of this information allows WELL users to efficiently communicate with patients about their appointments and also quickly verify any protected health information before sending messages.
Patient’s Preferred Phone Number
Sometimes patients have more than one number which can complicate reaching them. Luckily, within WELL, you can toggle between any number synced with the EMR and select a preferred phone number for the patient. You can easily edit the preferred phone number from the Facesheet by selecting edit and choosing the preferred patient number. If the preferred number is changed, an event message will be recorded in the channel to indicate to all users when the number was changed and who changed it. A call symbol next to a number indicates a patient will receive a phone call instead of a text.
You can easily stop outgoing text messages to any patient that requests messages to STOP. If a patient replies with "stop," "stop texting me," or any other indicator that seems like they no longer wish to receive text messages from your practice line, the Patient SMS Status will change to Stopped and the text block in the channel will be grayed out.
If a patient requests to stop texts in another way, please disable texting. You can do this by toggling the "texting allowed" level below the Upcoming Appointments section. This status will not affect call or email automations.
In the upcoming appointments section of the Facesheet you can easily send a confirmation request, a reminder, or manually confirm appointments. Simply click the 3 dots next to the upcoming appointment and select Send Confirm Request, Send Reminder (both will instantaneously send messages), or Confirm Appointment which will mark the appointment confirmed in the schedule view.
You can also use SHIFT + CLICK to confirm one or multiple appointments.
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