Handling SMS Replies

This page describes how to handle your patients SMS replies from their SMS visit reminders.

If you send an SMS reminder to your patient they may reply to the text. You can handle this in one of 3 ways:

  • Replies can be automatically handled and your calendars can update highlight colours and indicators to show their acceptance/rejection of the appointment
  • Replies can be received on a mobile phone in the practice
  • Ignore all replies

 

Automatically Updating the Calendar From Replies

Step 1
Ensure you have a valid account with the provider set up as per the steps in Setting Up SMS Reminders.

Step 2
Open the screen 'Administration/SMS & Email Reminders' and click on the 'SMS Account Details' tab. In the 'SMS Replies' section click the 'Click here to enable' link.

Automatic handling of SMS replies can visually update your calendar with the patients response

Step 3
The 'Click here to enable' button will open up an email window with important information for Practice Master to be able to set up this feature for you. If you have a mailbox set up then just click send - otherwise copy the 'to' address and the email text in to your current email editor and send from there.

Automatic replies to your calendar require configuration between Practice Master and the SMS provider. For this reason the setup involves emailing details to Practice Master for us to arrange for you.

Step 4
Once set up your patient responses can flow back to the calendar. The system can interpret 3 kinds of responses:

  • YES - the patient has accepted the reminder and will attend
  • NO - the patient has rejected the appointment
  • UNKNOWN - the patient has responded with text that cannot be interpreted

When the patient replies YES
When the patient replies YES to their appointment the calendar updates to show a 'highlight colour' on the left hand side and a 'mobile phone indicator' which shows the full reply message when then mouse hovers over it:

The calendar appointment is automatically updated when the patient replies YES

When the patient replies NO
When the patient replies NO to their appointment the calendar updates to show a 'highlight colour' on the left hand side and a 'mobile phone indicator' which shows the full reply message when then mouse hovers over it:

The calendar appointment is automatically updated when the patient replies NO

When the patient reply cannot be understood
When the patient reply cannot be understood (neither YES or NO) their appointment the calendar updates to show a 'mobile phone indicator' which shows the full reply message when then mouse hovers over it. The receptionist/practitioner will need to decide how best to deal with the appointment in this scenario:

The calendar appointment has an indicator when the patient's SMS reply cannot be understood

 

Receiving Replies on a Mobile Phone

Your patients SMS replies can be sent to a mobile phone of your choice

Step 1
Open the screen 'Administration/SMS & Email Reminders' and click on the 'SMS Account Details' tab

Step 2
Click on the selection for replies to be sent to a mobile phone and enter the mobile's nuber.

Patient SMS replies can be sent to a mobile phone of your choice

 

Ignore All Replies

If you do not want to handle replies at all then you can disable the ability for your patient to reply. You can specify an word as the 'From Number' that will appear on your patient's mobile phone.

Step 1
Open the screen 'Administration/SMS & Email Reminders' and click on the 'SMS Account Details' tab

Step 2
Click on the selection to not receive replies and enter a word as the 'From' - something like your practice name or the word 'Bookings' etc.

You can ignore all SMS replies from your patients