New Scheduler Features

New Scheduler Features have been added today. All Settings can be enabled by the Admin from the Settings —> Scheduler page.

FAMILY APPOINTMENTS

Users can now group clients into families for faster searching and quickly book multiple appointments for those grouped into a family. After it’s enabled, a user can view all family members associated with an individual, or when booking an appointment, select book family appointment and book multiple appointments at once.

OVERBOOKING

Now you can optionally set your account to allow overbooking for a specific appointment time and resource. After it’s enabled, simply book an appointment as you normally would and you will be able to save over existing appointments, creating multiple appointment per resource.

APPOINTMENT PRINTING

After it’s enabled and a template is generated, a print appointment link will be viewable under each appointment, allowing users to print upcoming appointment information for participants.

New Chat Features

New Features have been added to our Chat page! These can be activated by an Admin under the Settings —> Chat Page. For a full list of chat features visit our Chat Page Help Guide

ADD CHAT NOTES

Sometimes staff may want to leave notes for each other or other staff about their chats. If enabled by the administrator, chat notes allow users to type in a quick note while chatting with a client. Notes will appear in the chat history but will a note icon next to them. To add a note, press the Note tab, add your note and select save.

ADD CHAT SUBJECTS

If enabled by an Administrator in Settings, chat subjects allow users to assign subjects to open chats. Simply select the subject for the chat under Chat Options and the subject will be displayed for that chat until it is closed.

Adding Web Based Surveys

We’ve recently added web based surveys! To create a new Survey, navigate to the Messages and create a New Message, then scroll down to Add a Web Survey. These can be made Anonymous (not tracked to a contant record), or tracked to a specific contact.

1. Indicate if you want the survey to be anonymous or tracked

2. Create your Survey Name to be used internally.

3. Create your Survey Title in the html editor.

4. Create your questions, question types and possible answers, then add additional questions as needed. After saving you will receive a shortened Web URL for your survey, copy this to include in your SMS texts or emails.

A preview view of your web survey. After it’s reviewed you can go back and edit or exit your survey.

Now, when you create an SMS text or Email message, you can use the “add web survey” link to create a tag to add the web survey URL to your message

Add Randomized A/B Testing to your Messages!

We’re excited to announce that we have recently added the ability to add Randomized A/B Testing capabilities to our automated messages!

Have you ever wanted to know if one type of message is more effective then another or if a specific timing is more effective? Have you thought about adding a study to your current messaging?

How it works:

Create multiple versions of your message, then contact Teletask to update your Transfer configuration to randomly choose between these messages when sending your messages. It can also be set to so the same client phone number is consistently in the same randomized “Group” throughout the study.

Contact Teletask support to add A/B message support to your account.

Post Appointment Surveys

With Rule based messages it can now be used even easier to deliver post appointment follow-up surveys and retention Messages! All you need to do is create a Rules based message and set rules based on your existing messages or group attributes. Below is an example of a post-appointment survey message that automatically goes out if a client attended their appointment.

Note that the Messages Rules check for an appointment scheduled for yesterday which didn’t have an associated scheduled missed appointment message.

The new And Not rule gives Admins a finer degree of control when setting up new automations.

The Teletask Scheduler

The new Teletask Scheduler gives your organization the ability to combine a great online scheduler with our automated messaging platform.

An Overview of Features

View appointments by List, Day, Week, or Month. Setup to view multiple clinics, simultaneous resources and appointment types. Custom work hours and preferences are settable per Clinic

3 Levels of access and user specific views. Users can be set to view the clinics of their choosing, with access to certain pages and functions. Admins can setup clinics and superusers can setup sub accounts.

Full Messaging Integration - Automatically send Appointment Reminders and Missed Appointment messages.

Client responses to appointment reminders can automatically update a calendar entry to a confirmed or cancelled appointment status.

Easy Universal Search - Quickly find patients or upcoming appointment with our universal Search function

Advanced Time Block Functions - Block times and set future blocking rules for certain times on your calendar. Perfect for complex staffing scheduled to ensure you don’t overbook.

Staff Messaging - Leave messages for fellow staff members in certain locations.

Custom Reporting on Schedules and user actions. Users can view and and print/export reports of their own schedules or schedule for their clinics.

Appointment Printing - Add a template to print your patient’s new appointments for them.

Full Admin Control - Admins can view who created which appointment, their message history, setup new clinics, appointment types, add users and more.

Introducing New Chat Features

Over the past few months we’ve added new features to our Chat page has added features to help organize your chats with clients:

Live auto translation - One of the most requested new features, now all incoming and outgoing messages can be auto-translated in the preferred language of the client. To enable auto-translated conversations with a client, simply enable Chat under Contact settings. You can always select the link below a message to view it’s untranslated version.

Mobile App Texting - Chat is now included in our Mobile App (Android and IOS) for easy use between website and mobile app.

Out of Office Responses - Auto SMS responses can now be sent to a client based on their associated clinic or department.

Chat Template - Use the same messages frequently? Chat Templates give users the ability to respond quickly respond based on a chat Template.

Chat Assignments - Users can assign a chat to themselves or others to better manage their workflows.

More User Alerts - Users can now add alert sounds and add their own SMS text alerts for incoming messages.

It's Now Easier to send your Messages

Two recent changes have made it easier to create more complex messages:

• Message Property Templates are now available (under Settings, Miscellaneous). Changing these allows you to set default languages and message types (SMS Text, Voice and Email) for all messages you create. For example, all messages can start out as English and Spanish SMS Text and Voice messages.

• Auto translate when multiple languages are required. When you've created your messages, before navigating to the recipients page you will now have the option of auto generating (and optionally reviewing) translations.

Announcing Messaging Name Changes and Improvements

We have recently made some changes to the way our message types are named:

Appointment Reminder and Daily Message Types have now been changed into Import Scheduled Messages, which includes toggles in the message properties to change between different scheduling options.

For those who are using the optional two-way texting feature, Conversation messages are now Chats. Several improvements have been added to the chats page, and now Unread chats are displayed in the main navigation so you never have to check for new new incoming chats

Introducing Smart Groups

You can now create a smart group based on rules with existing contact or messaging data. For example, want a group of all contacts who received an appointment reminder in the last 3 months, or create a subgroup of all clients who go to a certain clinic. To create a new Smart Group, navigate to Contacts, Create a New Group, This is a Smart Group and follow the directions to create this group.

New Report Scheduling Options

Any On Demand Report you create can now be turned into a scheduled report and emailed to you or other users. For example, you can create a report for all clients who responded to a SMS text message with "Confirmed" and have it scheduled to email at 4pm. The email will contain a link to a (password protected) file with the detailed report. To create a new Scheduled Report, navigate to Reports, create the parameters for your on-demand report, then Schedule Report, and follow the directions to schedule this report. These reports can be removed from the Automated Reports section

Reducing Readmissions Through Engagement Strategies

Various estimates put the annual cost of hospital readmissions in the tens of billions of dollars.  Many of the readmissions that occur in the U.S. each year are avoidable, and hospitals have been taking steps in recent years to reduce readmissions whenever possible.

Unfortunately, a lot of unnecessary financial burden still exists as a result of preventable readmissions. To combat readmissions and related costs, some healthcare professionals are turning their focus toward patient engagement. In fact, a recent survey shows that healthcare providers feel more communication is the key to better care, so they are increasing outreach and engagement efforts. This is positive news, because patient engagement offers several opportunities for improving clinical outcomes and reducing care costs.

The 30-day window after a patient has been discharged from the hospital is known for being a period of vulnerability. Half (50 percent) of the acute care professionals West surveyed said they believe that a lack of follow up by hospitals during this time is a leading factor that contributes to readmissions. Another 32 percent said that insufficient communication after discharge is at least partly to blame for readmissions.

 It is not just providers that feel inadequate communication is a problem. Patient feedback collected through Medicare’s HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) confirms that patients who have been hospitalized want to see more and better communication post-discharge, with half of patients saying they felt confused about some part of their care instructions after leaving the hospital.

Because many things can go wrong in the days and weeks after a patient has been discharged, medical professionals need to connect with patients in order to monitor their health and proactively address issues before they escalate into larger problems that cause patients to be readmitted.

Nielsen Survey Shows Patient Demand for Text

he proof of patient demand for text messaging continues to pile up.

An article from The Washington Post shared recent Nielsen survey findings around how Americans use digital technology in their healthcare. Overall, the data shows that while many providers have been slow to adopt the technology for their patients, those same patients are craving those digital opportunities for interaction.

The Nielsen survey found that among patients ages 18-34, more than four in 10 want text reminders about appointments.

A recent case study from Vanderbilt Medical Center has shown that offering text as an appointment reminder communication option has elevated patient response rates regardless of their delivery channel. After experiencing a 30% response rate when offering only automated phone calls to patients, offering the option of text has grown response rates among patients who want texts and those who still prefer phone calls. The patients who receive texts naturally respond at a higher rate (55%) because that’s the communication channel they prefer. And those patients who would still prefer to receive phone calls can keep that option in place. Since many patients who did receive calls have now moved to text, those who are left receiving calls now respond to messages at a 37% rate.

“We’re getting good results because our patients are making their own choice on how to be reminded,” says Brant Smith, Health Systems Analyst with Vanderbilt’s Capacity Management team.

Why Go Positive Preventative Reminders?

Why do patients choose to continue seeing a particular provider? ( and stay on track with treatment plans? ) Many times, it’s because that provider has proven their ability to deliver a high quality of care, and follow-up appointments are positive and supportive. Whenever possible, that earned trust should be on display in the outreach messages delivered to that patient. Providers can pull from their expertise and educate patients on why it is important for them to schedule a preventive exam or screening.

But there’s a little more to it than that. The effect of educating patients in preventative reminders can also depend on the tone you choose to address an issue. More specifically, focusing on the positive has proven to be more motivating than fear-based messages.

What types of outcomes could be mentioned as positive effects of better self-management? Feeling healthier, being happier with one’s appearance, having more energy and living longer are all popular motivational ideas.

Why do patients choose to stay on track with treatment plans or see a particular provider? Many times, it’s because that provider delivers a high quality of care. This high quality of care can be seen in follow-up appointments.

However, there are ways to continue care outside of appointments that improve self-management of the patients. Outreach messages or preventative messages, in between appointments, can allow providers to connect and educate patients.

Tone is an important part of the communication equation in preventative reminders. Patients are less motivated by fear-based communication. On the other hand, positive messages are proven to be more effective.

In the report Discussing Diabetes: The Essential Conversation That Could Change the Health of the Nation, when it comes to motivational factors, 73% of healthcare consumers surveyed said that a move toward pleasurable and positive outcomes would be most effective. In contrast, only 27% said that fear of pain and other negative consequences would be more motivational.

What can providers expect from positive self-management? Patients that have more energy, feel healthier, feel better about one’s appearance and living longer.

How effective communication and consumer technology are part of an Appointment Reminder Strategy.

The acceptance of consumer technology and effective communication can be used develop an appointment reminder strategy. A successful protocol can reduce missed appointments and help your patients stick to their treatment plans.  You can reach patients by: 

• Adopting mobile phone based reminder communications

According to the Pew Research Center, 91% of adults in the United States own cell phones. Therefore, the most sure fire way to reach your patients is on this device. Cell phones, are often in close proximity to their owners, and the message can be delivered promptly.

• Using multiple channels to communicate with patients

The benefit of communicating on multiple channels ensures the message is received correctly. Many cell phones and smart phones, have lines multiple ways of displaying information. These include email, text and voice messages. By using multiple channels, patients will have multiple reference points of information.

• Communicating with patients in their preferred language

Although English is the primary language spoken in the United States, when it comes to matters of health, effective communication is paramount. Patients who speak English as a second language can benefit from information communicated in their native tongue. There is less likelihood for misunderstanding when one can confirm the date, time, and location of their appointment. 

• Reaching out to patients at an ideal time of day

Receiving messages during the day, or in the early evening increases chances that the message will be heard, and the patient will confirm receipt of the message. Messages sent too early or too late in the day have a higher chance of being ignored or forgotten.

Effectiveness of SMS Appointment Reminders

Too much revenue being lost to patient no-shows, and appointment reminders, like postcards and personal calls are expensive and time consuming. Teletask Appointment Reminders enables you to efficiently deliver high volumes of patient phone, text and email reminders without overburdening your staff or breaking your budget. Not only do appointment reminders save healthcare professionals' time, Teletask Appointment Reminders reduce broken appointments by an average of 25-30%. You’ll keep patients on track with their care and retain that appointment revenue.

Our system can handle the logistics of delivering multiple message types for multiple appointments, and on multiple days. This is a complicated way of saying Teletask can take the burden out of setting each appointment or message and the follow-up. As the system handles the timing and the types of messages, your staff to focus on inter-personal communication.

Using multiple channels of communication ensures the information is accessible to the patient. We all used to receive postcards for upcoming appointments, and this was a nice gesture. However, smart phones, that we carry with us everyday enabled with text, email and voice messages, are now the most common location to store appointments. Teletask can seamlessly deliver, text, voice and emails messages without burdening your office's phone-lines or internet.

If the office is closed due to an emergency, our system can be accessed from off-site. This ensures, that even in an emergency closure, patients can be notified. This information, accessible with the proper credentials, ensures that staff can manage messages from any location with internet access.

In general, when using our appointment reminders, the day to day focus of the office will change very little.  Perhaps, the staff will spend less time leaving messages and following up, sending mail and more time delivering a high quality of care.

5 SIGNS YOUR PRACTICE SHOULD ADOPT AUTOMATED PATIENT COMMUNICATION

2017 is in full swing, and a recent MedData Group survey found that 29% of practices are planning to adopt automated reminder technology in the next 12 months. Is your practice among that group? If you are still undecided about adding automated communication to your practice, here are five indicators that it is time to make a move:

Your patients are asking for it.
Reaching busy, on-the-go patients is an ongoing challenge. Automated communication that allows patients to receive and respond to your message at their convenience is an excellent way to give your practice cutting-edge appeal and improve response rates. Give patients the choice of phone call, text message or email notifications to see your patient satisfaction scores go up and no-show rates go down.

You are not seeing many familiar faces.
If your practice is predominantly focused on attracting new patients, you may be neglecting your existing patient base and putting yourself at risk of losing them. Recalling “lost” patients with automated wellness reminders could uncover a large number of patients that simply forgot to schedule their next appointment. Giving patients an opportunity to give feedback outside of the practice with automated surveys could reveal an underlying service or process problem that may be costing you patients.

Your schedule is booked solid.
Though a full schedule is every practice’s dream, the reality is this makes it harder for patients to be seen often causing them to go elsewhere for faster service. Automated appointment reminders will consistently provide patients with ample time to cancellation or reschedule. If everyone confirms their appointment as scheduled, then great! But when patients need to make an adjustment, you can use advance notice of those cancellations to move other patients waiting to be seen up in your schedule and improve satisfaction.

You are located in an area susceptible to extreme weather.
Unexpected office closings and the resulting rescheduling of appointments can be quite a headache. Automated notifications safeguard patients affected by an unexpected closing from the dissatisfaction, confusion and sometimes risk of coming to the office when you are out. An automated notification system with flexible and customizable messaging allows you to include additional information such as your plans for rescheduling to help reduce an influx of calls once you reopen.

The phone rings too much.
Unexpected increases in call volume or decreases in staffing may mean a longer hold time for those calling your practice. If you use this time wisely, you can reduce the number of unhappy callers who hang up after being on hold too long and provide important information to patients about your practice and their treatment.