communications sent out incorrectly

Comments

6 comments

  • Avatar
    Kyle Shank

    We are having similar issues.  Just this morning a patient called to apologize for missing her appointment yesterday (Sunday) because she received a text message indicating that she had an appointment.  This unfortunately isn't the first time this has happened.  We've had this issue as well as the issue you've mentioned in your post.  I'm afraid the patient communication portion of Ascend is quite prone to sending incorrect messages.

    0
    Comment actions Permalink
  • Avatar
    Jo Lowery

    Question - is the patient also due for prophy or perio maint. on 3/11/17 and if so, is the patient scheduled and the actual procedure code for a 1110 or a 4910 attached to that appointment properly? Ascend doesn't recognized descriptions only in the appt.

    ( side note - due dates are not saying that the patient needs to come in on a saturday or sunday it is just the date that it falls on and they can schedule anytime after that date)

    If you have the patient scheduled properly with the proper codes attached to that appointment and the patient is still receiving a reminder due notice for the prophy or the perio or just for an fmx (which is not a primary recare- I understand)- please contact support and and let them know of this issue.

    Jo Lowery

    0
    Comment actions Permalink
  • Avatar
    Theresa Lindquist

    Nope. She has 5 recares, 4 of which are scheduled soon. The only one not scheduled was FMX due 3/11/19. The message said "you are due Monday, march 11". And there is not a Monday match 11 until 2019. There is a glitch in when communications are being sent. In this case the patient was sent over 2 years too early

    0
    Comment actions Permalink
  • Avatar
    Andrea Gary

    I found that if staff is typing in the appointment information in the box for Other Box and not utilizing the Procedure Selected box Ascend will not note that the re-care appointment is scheduled.  Also, I found that may patients misread the email or text. If they are past due the message will be you missed your appointment.......  So I had to rephrase the messages to alleviate confusion.

    AG

    0
    Comment actions Permalink
  • Avatar
    Matthew Deem

    Theresa,

    Thank you for bring this to our attention and responding with our requests for additional information.  This has been passed on to our engineers and I will contact you back via the original ticket that this was submitted under.

    Thank you,

    1
    Comment actions Permalink
  • Avatar
    Alicia Webb

    We have received a few calls from patients stating they have received a message saying they need to r/s an appointment.  However, they have already and the appt has been pulled from the broken appt list yet they are still receiving a text/email.... Could someone please help me to understand how this works?  Thanks!

    1
    Comment actions Permalink

Please sign in to leave a comment.

Powered by Zendesk