How to Send an SMS Recall Follow

To send an SMS recall, check the select box next to the recall/s you wish to process and click the ‘SMS’ button beneath ‘SEND RECALL’ (see image below).

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If any of the patients associated with the selected recalls have not opted in to receive SMS communications, the SMS action button will turn orange to indicate this.

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If the practice has opted out of SMS, you will see the phone icon with a red cross under the 'Contacts' column.

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If you decide to continue anyway and click the ‘SMS’ button, you will get a pop-up message warning you that the patient you are trying to send an SMS to has not agreed to receive SMS recalls.

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You may proceed if necessary, but it is recommended not to send SMS recalls to patients who have not agreed to be contacted by SMS. If you wish to cancel the send and return to the previous screen, simply click the ‘Cancel’ button on the pop-up. 

What happens next?

If you have set-up your Recalls Categories (see here), then your SMS will be sent.

If you have not set-up Recall Categories, then you will see a pop up prompt before being directed to the 'Schedule SMS Messages' screen.

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Here, you can choose a pre-existing template from the ‘Choose template’ drop-down menu, or you can enter a custom message into the ‘Message content’ box. If you select a pre-existing template, its content will appear in the ‘Message content’ box which you can then customise for that particular SMS send.

You can also choose to add a ‘Book Online’ button. We recommend this box is checked for all SMS recalls, as this allows the patient to book an appointment quickly and easily after viewing their recall message.

You can also delay the SMS recall to not send until the recall action is due by checking the ‘Delay send until action due’ box. This allows you to schedule an SMS send in advance so that you can be ahead in processing your recalls, rather than waiting until the action is due to process them.

At this point, you are also able to deselect any patients who you don’t wish to include in the SMS recall send using the menus to the right side of the screen. This way you can quickly and easily remove any patients who haven’t agreed to receive SMS communications.

Once you are ready to schedule the SMS send, click on the ‘Send SMS Recalls’ button. Alternatively, you can cancel the process at any time by clicking on the ‘Cancel’ button.

Once you have successfully scheduled an SMS send, the recall/s will sit in the ‘SMS Pending’ tab until the SMS is sent. From this tab, you are able to cancel an SMS send any time up until it is sent. For SMS sends that are immediate, you have up to 60 seconds to cancel the send.

For SMS sends that are scheduled to send in the future (the ‘Delay send until action due’ box was checked and the action due date is in the future), you have up until the action is due to cancel the send.

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Sending Multiple Recall Reasons Simultaneously 

If you have selected multiple recalls and there is more than one recall type without an associated category, you will see the following pop-up:

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You may continue by clicking ‘OK’ if you are happy with a generic recall message that isn’t specific to any recall type. You will notice that when you are on the 'Schedule SMS Messages' screen you can see multiple reasons listed under 'Recall reasons'.

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If you need to send different messages for the different recall types selected, it is recommended that you set-up categories for each recall reason.

Alternatively you can process these recalls separately. To make this easier, you can filter by recall type when selecting which recalls to process (refer to image below). 

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If you have any questions or concerns about this process, please contact our friendly Support staff by emailing support@healthengine.com.au with your query.

 

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