How do we receive patient responses to confirmations emails and texts

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18 comments

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    Siddharth Patel

    Hello Ascend Team

    Any solution or anything planned for the future for the above mentioned situation ? I am sure this must the case with most of the offices, patients respond to the email or text for rescheduling or cancellation. Ascend should have Message box where we can respond to those replies.

     

     

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    Nathan Henderson

    We have had trouble with this while using our appointment reminder service from another company, which was too expensive to accomplish what Dentrix Ascend offers. The other issue that arrises is when a patient wishes to confirm but types something other than "1." For example, they could type "ok" or "yes" or "k"

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    Kenneth Rhodes

    Currently there is not a message box where text messages are received when a patient responds with anything other than a "1" to confirm an appointment. There are also no settings that can be changed to allow for these patient responses to be received. I have added these comments to our user feedback discussion for product managers and analysts to review. 

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    Kyle Shank

    This would be extremely helpful to have implemented.  I'm just getting ready to move to Ascend and we're using Lighthouse 360 curently which does have the ability to do 2-way text messages.  Would love to be able to dump LH360 and use only Ascend.

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    GW - Technical Writer

    Although, you cannot reply to someone's email or SMS confirmation. When they confirm their appointment, the appointment status in Dentrix Ascend changes. Each Dentrix Ascend user can subscribe to changes in appointment statuses by operatory and by provider. Notifications appear as pop-ups in the lower-right corner. There is not an email or text sent to the user, though.

    For more information, refer to Subscribing to notifications and Handling notifications.

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    Mark Roisman

    Why not?

    At what point can Ascend stop saying "this cannot be done" as if, "well there you have it" instead of " embarrassingly, in 2016, this cannot be done in Ascend. Our bad for overlooking it, but we will expedite a fix". Once again, this is a bug and should not require a new feature request.

    It's not as if the technology doesn't exist- it just needs to be implemented in Ascend. The shocker is that it hasn't been.

    Given that email appears in the patients inbox with the name of the practice, it would seem intuitive to the patient to hit REPLY to respond. Most people do not check the return email address (do-no-reply@...) if they see the sender is someone they know- they assume intuitively that replies will go to the email address of the sender. To expect otherwise from your average emailer is silly. I have added a note to my emails in patient's communications stating any replies should be sent to "my office email" written out so it will appear as a link in most (HTML enabled) email clients or gmail etc. Of course, as always with Ascend" this is a work-around rather than a fix, and will not help at all if the patient doesn't read the entire email, which would not be unusual if they know what it's for (i.e they know they have an appointment, this is a reminder, why bother reading the entire message. This can be fixed by coding into the email a reply to specification. I receive emails from many organizations via constantcontact, for example, and if I hit reply, it goes to the sender's address not constant contact. We're running businesses, and in 2016 patient communications by email is essential. Anyone with gmail can set a different reply to address different from the address of the sender. This needs to be fixed. I am so tired of work-arounds.

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    Jason Kile
    Gina, I would never want an option for "2 to cancel" that would make the appointment time not seem reserved for the patient and it would be too easy of an out for someone to leave you high and dry last minute. Ascend should definitely send us via email or a notification anyone who responds with something other than a 1, yes, ok, or something like that. Also why can't we block messages from going out on the weekend? My patients done want a text at 8am on a Sunday, every other system I've seen pushes those out earlier.
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    Siddharth Patel

    I absolutely agree that ONE SHOULD NEVER GIVE PATIENT AN OPTION FOR CANCELLATION. 

    Ascend should definitely send us via email or a notification anyone who responds with something other than a 1, yes, ok, or anything other than standard reply to the confirmation text. Patient also must be able to reply to email. And it is not that big of deal to implement that feature at all. 

     

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    Joe Kerner

    I agree with Siddharth and Jason; we never make it easy for a patient to cancel, nor would we ever give a patient an option to cancel. If patients want to cancel, they have to call us. Our confirmation system works pretty well, it's a 3-part system, and we have a far lower rate of no-shows and cancellations than most practices. Very few patients cancel or no-show on us. Part of the reason is that we DON'T automate this; automating makes it too easy for people to cancel. 

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    Renesha

    The system should be able to handle "1" "Y" "Yes" all to confirm. If offering a cancel option is a no-no, then there should be a response that alerts us they would like to be called. 

    We have our reminders set for 48 hours before appointment. If I don't see a response 24 hours prior then I call. Sometimes it is too crazy for me to get this done though. Anyone else see that text messages are not being sent? Way too often I have patients with mobile numbers who have not opted out (I always check) and it is 24 hours prior to appointment and they have yet to have reminder text sent. These are not new appointments either, they've been on calendar for some time.

    I wish we could push text reminders and emails to any given patient. I also wish each patient had a log where we could see history of texts, calls, claim submitted, invoice sent.

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    Linda

    what's the point of continuing to send emails and texts to patients if their responses do not notify us simply OR worse, they do respond but continue to receive notification?

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    Siddharth Patel

    Any update ?

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    Katee Afshar DDS

    At this point I wonder if anyone works there?   Most of my posts go unresponded!

     

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    Siddharth Patel (Edited )

    Updates are there in User voice section.

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    MK

    Team,
    We should discuss all our issues and concerns on Facebook. This support portal is strictly for current users. I think we would get better response and it would be more productive if everybody who is using this software or even considering using this software can see our discussions.
    https://www.facebook.com/DentrixAscend/

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    MK (Edited )

    If we just copy this discussion to face book I guarantee you Dentrix ascent team would start fixing issues faster and we would even get a better respince.

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    Katee Afshar DDS

    lets do it!

     

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    Katee Afshar DDS

    why roll out a product that is not even capable of having an option to alter the template on  a schedule????  i have to see what is happening at 2:00 A.M.!

     

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