The WELL automation module allows you to create workflow rules, manage translations, and check for multiple message conflicts among many other things. Read below for more!
- Navigate to Practice Settings and select Automation.
- Select Create Automation.
- Select Automation Type (e.g. Appointment, Procedure, or Recall) and add a short Description.
- Select who to send Automation Resource From (e.g. Provider, Location, Device etc.)
- NOTE: Make sure the resource(s) are connected with a Phone Line.
- Select the Event Types (e.g. New Patient, etc.), Resources (e.g. Provider, Location), Appt Status (e.g. Confirmed, Unconfirmed, etc), External Status (e.g. No Show, Cancelled, etc.)
- Enter Automation Content (e.g. "Hi Jon, your appointment is...")
- At this step you can select to opt-out patients who schedule appointments in the same day (e.g. Walk-Ins who don't need reminders) by "Suppressing same-day reminders."Select Automation Timing (e.g. 2 Days before, 1 Hours before, 4 Hours after, etc.)
- Select Automation Aggregation (e.g. Allow Wizard to merge any messages that may be conflicting or sent in same day to avoid multiple messages sent to patient)
- Your new automation will automatically be set to "paused," so you will need to start it once you're ready.
Cloning an Automation
If you have already created an automation, you can click on the three dots on the far right of Automation Preview and select "Use as Template" to clone. This feature allows you to make smaller edits without having to create the entire reminder from scratch.
Within Automation, you can view:
- Description: The type of automation (Appointment, Recall, Procedure) and what it's called
- From: Type of Resource (associated with a Phone Line)
- To: Specify Event, Resource, Appt Status (e.g. Unconfirmed), System Status (e.g. Started)
- When: When the automation sends
- Send Via: Icons indicate the type of automation (text, call, email, or some combination)
- Form: Optionally attached.
- Go to the Automation Wizard
- When asked "Who would you like to send this to?"
- Select the Appointment Types from Restrict by Event drop down menu
- Select the Resources from Restrict by Resource drop down menu
- Select the WELL Confirmation Status from Restrict by Appt Status drop down menu
- Select the External Status (No Show, etc) from Restrict by System Status drop down menu. *Please contact us if you would like to use External Status.
There are many parameters that can make it easier for automation to be sent selectively to multiple patients. Users can create automation triggered from specific event types such as confirmation status, system statuses (e.g. cancelled, no show). If a patient is Unconfirmed for an appointment you can trigger an automation through that confirmation status to all patients who have not viewed their link.
External Status Triggers
When creating an automation, you can now specify that it goes out instantly based on changes to system status or patient status. This feature will help to drive more intuitive automation based on both system and patient status changes.
- In customizing "When should this automation be sent," you can now select, in addition to Appointment Time and Appointment Booked, either System Status Change or Patient Status Change.
- Select an initial status and an end status to trigger the automation.
- In the case of a system status change, you may decide that you only want to send a follow-up automation to patients who have no-showed an appointment. This type of automation could help you and your team keep track of follow-up with no-show patients.
- You can also set automations to trigger based on a patient status change. With a variety moving parts in your practice’s schedule and the volume of follow-up needed, this feature can help you stay on top of cancellations and reschedules too.
If a patient has multiple appointments in the same day that would receive the same automation, you can ensure that they only receive one. NOTE: You cannot merge multiple distinct automations. Please contact us at email@example.com for more guidance.
- Choose to Merge messages for Same Day
- Select Next
- Enter message that will be sent for merge messages using Smart Phrases
When entering Automation Message Content you can automatically translate messages for 18 different languages. Read more about language preferences here.
Creating automation is complicated, but it can be even more complicated remembering what changes have been made over time and why. The changelog solves this problem by allowing you to view all past edits, when they were made, and by whom.
- Go to the Action Menu of the Reminder by clicking the 3 dots on the far right.
- Select View Edit History
- At the bottom of the page you will see a list of all edits made to this automation.
When building automation, there are cases when it only applies to all but a few resources. Now you can choose to exclude those specific resources instead of building automation to include each and every one.
- When building an automation and selecting "Who would you like to send this to?"
- Select the Resource, Event, or Status that you would like to exclude.
- The description will say All patients schedules for an Appointment "of type" ___ "with" [these resources].
- Click the blue "of type" and it will become "NOT of type"
- Click the blue "with" and it will become "NOT with"
- These will now be excluded.
Messages can be customized by delivery method. Texts are usually shorter, Emails are often longer and require a subject line, and Voice calls can have a special message. You can also have reminders go out as just calls, just emails, or all three. If you select multiple delivery methods for your reminder, the patient will NOT receive all three. First, we will attempt to send them a text message, then a call, then an email. The delivery method is dictated by their preferences- if a patient has a landline, then they will not be able to receive a text.
Before saving a Voice Reminder, it is always best to validate the message and test the reminder.
- Click the Test Call button
- Enter a Phone Number to receive test call.
- Answer Call and simulate exactly what a patient will hear when answering the call.
- Do not use abbreviations in your call verbiage, as the call may not recognize the abbreviation.
Text Character Count
View the amount of characters are in your message in real time. In the top right corner of the message box is a running character count making sure you know when you've gone over your character limit for one message. All messages are sent in 160 character blocks, if you go over that limit it will be sent over SMS as multiple messages.
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