User Notification Preferences
User Notifications are useful to keep track of patient responses to specific Message Kinds at selected facilities. This allows you to follow up quickly on declined appointments or messages not heard in their entirety. Invalid contact information will also trigger an alert.
To access the user notification settings, go to...
Vital Interaction > Settings > User Settings > select the user you wish to update > Action = Edit > scroll to the Message Kind Information section.
- View On - allows the user to view this message kind in the Vital Interaction reports
- Notifications On - enables individual emails to this user each time a key event happens (for example: every time a patient responds with the DECLINE option to an Appointment Reminder, Vital Interaction will send an email to the user to alert them)
- Daily Report On - ensures that the user will receive the Vital Interaction Daily Summary Report email
Notifications are tied to Message Kinds.
|Message Kind||What It Means|
|Appointment Reminder||Appointment Reminder messages are automatically sent to the patient prior to the appointment via Email, Text, and/or IVR (voice) as defined in General or Clinic Settings. In general, Appointment Reminders offer CONFIRM and DECLINE response options to the patient.|
|Product Pickup (Eyewear or Contact Arrival)||Used for specific instructions to pick up a product such as eye wear.|
|Appt Delay / Move Up||These messages are manually sent to the patient in order to communicate that an appointment time has been adjusted (up to four hours before or after the original appointment time). Appt Delay / Move Up messages are sent from the Group Message Tool.|
|Appt Cancellation||Appointment Cancellation messages let the patient know when an appointment has been canceled and must be rescheduled. Examples include: Inclement Weather and Provider Schedule Changes. Appt Cancellation messages are sent from the Group Message Tool.|
|Recall||Recall messages prompt patients to schedule appointments.|
|Birthday Note||A friendly email message automatically sent to patients on their birthday.|
|Pre Appointment||Messages automatically sent before the appointment for various reasons. Examples include: New Patient Welcome Messages, Special Instructions, Last-Minute Reminders.|
|After Appointment||Messages automatically sent after the appointment for various reasons. Examples include: Survey Links and Special Instructions (medication or post-procedure).|
|Custom Message|| Messages manually sent to patients for various reasons. Custom messages can be set up ahead of time or created on-the-fly using the Create Quick Message Tool. Custom Messages are sent from the Group Message Tool.
Instances where a user/practice is notified
|User Generated Emails|
|Subject of Email Sent to Practice||Where Message Generated||Person sent to in Practice||Reason for Email||Recommended Action|
|"First Name Last Name" sent an unknown text message response||Text Response Page||Users with Notifications On enabled for the facility where the patient had their last appointment||The patient responded with something other than the expected response options (Y, N, STOP).||Review the message and respond to the patient if necessary.|
|Unable to Associate Message||Text Response Page||Admin of VI Account||This is most likely spam being sent to your unique phone number, but could be a patient sending a text from a different phone.||Review the message and discard if spam. Contact the patient if necessary.|
|Response For Two or More Appointments at Different Facilities||Text Response Page||Admin of VI Account||The patient has at least two appointments within three days and has received multiple appointment reminder messages. Vital Interaction is unable to associate the response to a specific appointment.||If the message is a DECLINE response, then contact the patient to validate which appointment should be canceled and rescheduled.|
|Unable to Associate Message||Text Response Page||Users with Notifications On enabled for the facility where the patient had their last appointment||The response cannot be associated to an appointment reminder message. In most cases, Vital Interaction has not sent a text message to the patient in the last three days.||Review at the message and respond to the patient if necessary.|
|"First Name Last Name" Canceled Their Appointment||Text / Voice / Email Process Page||Users with Notifications On enabled for the facility where the patient had their last appointment||Patient responded with: N (text), pressed 9 (IVR), or clicked DECLINE (email).||Contact the patient and reschedule the appointment.|
|"First Name Last Name" Requested to Schedule an Appointment||Text / Voice / Email Process Page||Users with Notifications On enabled for the facility where the patient had their last appointment||Patient responded to a Recall message with: Y (text), pressed 1 (IVR), or clicked REQUEST APPT (email).||Contact the patient to schedule an appointment.|