How to set up automation in Recalls Follow

This article will guide you through how to set up the automation feature in your Healthengine Recalls to save time and effort processing your recalls.

Before configuring automation for your Recalls, we recommend reading about how the new automation feature works here. There is also a frequently asked questions article you can view here

PLEASE NOTE: To access the automation feature, you must have version 2.3.55.0 or higher of our Appointment Connector (AC) software. If you need assistance to update your AC, please contact our Support team by using the 'Help' button in the bottom right corner of your Practice Admin account.

 

The steps to configure automation for your recalls are broken down below; if you would like to jump to a specific step, you can click on the applicable link below. Otherwise, you can scroll down to read each step in order. 

 

Step 1. Assign a PMS user for automated actions

The first step to set up automation for your Recalls is to assign a Practice Management Software (PMS) user for automated actions. This is the PMS user that will be noted against any audit notes recorded in your PMS patient records for automated actions. The automation features will not work until this user is set. To assign the user, navigate to the 'Preferences' page of Recalls: 

Practice Admin > Care > Recalls > Preferences. 

Once you are on the Recalls 'Preferences' page, scroll down to the 'User for automated recalls' setting.

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Here you will see a drop down menu with a list of your PMS users. Click on 'Choose a user' to open the drop down menu and select which PMS user should be assigned against automated actions, then click the 'Save' button at the bottom of the 'Preferences' page. This setting can be changed at any time. 

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Step 2. Assign your urgencies to the 3 urgency types

The next step is to assign your urgencies (read from your PMS) to one of the 3 urgency types in Healthengine Recalls. To do this, first navigate to the 'Preferences' page of Recalls:

Practice Admin > Care > Recalls > Preferences. 

Once you are on the Recalls 'Preferences' page, scroll down to the 'Subsequent Contact Timeframe' setting. Here you will see the 3 urgency types - 'Clinical reminders', 'Non-urgent results', and 'Urgent results'.

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Each of the urgencies read from your PMS will be automatically assigned to the 'Non-urgent results' urgency type and any recalls with no urgency will be automatically assigned to the 'Clinical reminders' urgency type. Both of these urgency types will use your original "Subsequent Contact Timeframe" settings for SMS, calls, and letters. If you are happy with this, you can move on to step 3.

If you would like to reallocate some of your urgencies as 'Clinical reminders' or 'Urgent results' so that you can set different contact timeframes for recalls with these urgencies, you can do so by first deselecting them from the drop down under 'Non-urgent results' and then selecting them in the drop down under either 'Clinical reminders' or 'Urgent results'. You can then update the contact timeframes for SMS, calls, and letters under 'Clinical reminders' and/or 'Urgent results' as per your requirements. Once this is done, save your changes by clicking the 'Save' button at the bottom of the 'Preferences' page.

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Step 3. Assign your recall reasons to categories

The next step is to assign your recall reasons to categories. As the categories feature has existed for a while, you may have already done this and can skip to step 4. If not, you can do this by navigating to the 'Categories' page of Recalls:

Practice Admin > Care > Recalls > Categories. 

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To learn about how the categories feature works and how to configure categories for your recalls, please view our related article here

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Step 4. Add automation rules to your categories

If you already completed this step when creating your categories in step 3 above, you can continue straight to step 5 below. Otherwise, if you have yet to add automation rules to your categories, please continue reading step 4 below. 

To add automation rules to your categories, first navigate to the 'Categories' page in Recalls:

Practice Admin > Care > Recalls > Categories. 

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Once on the 'Categories' page, you will see a new option on each category called 'Automation rule'. This option is a drop down menu that allows you to choose an 'automation rule' which is a series of contact attempt types and frequencies, for example '2 SMS + 1 letter'.

Categories-Auto-Rule.png

This automation rule would automatically send 2 SMS contact attempts and would automatically queue 1 letter contact attempt for recalls in that category. This would be done according to the contact timeframe settings specified on your Recalls 'Preferences' page. To learn more about automation rules and how they work, please view our related article here

To assign an automation rule to a category, click on the 'Edit category' button for that category, then click on the 'Automation rule' setting for that category and choose an option from the drop down menu. Repeat this process for each category which you would like to automate in your Recalls. Note that not all categories need to be automated - this is up to the needs and preferences of your practice. Once you have finished assigning automation rules to your categories, don't forget to click the 'Save all changes' button at the bottom of the 'Categories' page to save your changes. 

Please note that any assigned automation rule/s will take effect immediately upon saving changes on the 'Categories' page. 

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Step 5. Review your Recalls 'Preferences'

Since the automation feature relies on your pre-existing Recalls 'Preferences', we recommend reviewing these as part of configuring automation for your recalls to ensure that they remain appropriate for an automated process. 

For example, you may wish to review your 'First Contact Timeframe' and your 'Subsequent Contact Timeframe' settings to ensure recalls are sent at an appropriate time by the automated system since this will now happen automatically in the background rather than relying on staff at your practice manually choosing when to send which recalls. 

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That's it! You're all set. For more information about how the new automation feature works, you can view our related article here. There is also a frequently asked questions article you can view hereIf you have any other questions or concerns about the above information, our friendly Support team will be happy to assist. Simply click on the 'Help' button in the bottom right corner of Practice Admin to start a web chat or submit an enquiry. 

 

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