Q: How do I use the filters in the Inbox?
A: Filters in the Inbox help keep messages organized and include: Unread, Responses, Sent, Emails, Text Messages, Patients, Not Patients. Just select the Filter icon, check the box next to the filter you wish to use, select Ok, then click Reload button.
Q: How do I give an extra reminder to a specific patient?
A: Appointment reminder exceptions are designed for this so you can create an additional reminder for that handful of patients who need a second reminder. Just skip forward to 1min 20 sec into the video and it shows you how to edit this from the patient card.
Q: Why isn’t a patient receiving text or email reminders?
A: Make sure the patient has a valid cell phone number and a valid email. Using the Patient Search box, enter the patient’s first or last name. Then, click on the patient’s name to open the Patient Card. Click on Validate next to the cell phone number and/or email to make sure the contact information is Valid. If a patient has opted out of receiving texts and emails, the “Disable Email” and/or “Disable Text” boxes may be checked. Make sure the patient’s cell phone number is in the “Cell” field in the Patient Information screen in ChiroTouch. Make sure the patient’s email address is in the “Email” or “Home Email” field in the Patient Information screen in ChiroTouch. This information must be consistent across ALL of the patient’s cases in ChiroTouch.
If the phone number/email is correct, double-check the appointment reminder set up and ensure that the appropriate provider, case type, and appointment purpose has been selected. If that is correct, the next step is to check the audit log in the C.T. Maintenance section to see when the appointment was set up.
If the appointment was created after the reminders are supposed to be sent, the message will not be sent.
If there has already been a message sent for this same appointment and you change the time for the appointment, there will not be a second reminder sent for the same appointment. You must create a new appointment or reschedule this appointment for another reminder to be sent.
Q: What happens when 2 patients share a cell phone number? How does this affect messages in the Inbox?
A: If one Patient is under 18 years of age, all messages received will be linked to the older patient who is assumed to be a parent or legal guardian. If both patients are over 18, messages will be linked to the patient with the most recent appointment date and time.
Q: Can one patient have more than one cell phone number connected to their account so that messages such as appointment reminders are sent to two different cell phone numbers? A common situation for this would be a minor patient with divorced parents who each want to receive a reminder for their child's appointments.
A: No, only one cell phone number can be used for automated messages for each patient.
Q: How do we turn off text and email notifications (appointment reminders, marketing campaigns, etc,) for patients who do not want to receive any messages? How do you disable/prevent a patient from getting marketing messages?
A:
For Patients: patients can reply “STOP” to text messages to stop receiving any future text messages and can click on the unsubscribe link at the bottom of emails to “unsubscribe” from emails. To start receiving text messages again, patients must reply “START”. With patient’s permission, emails can be enabled by unchecking the “Disable Emails” box on the Patient Card.
For Staff: search for patients in the Inbox. Click on the edit icon on the right side of the screen. It says "Open Patient info" when you hover over it. Click on Marketing Messages tab. Check both ☑ "Disable Email" & “Disable Text" boxes. Click on the blue "Save" button.
This can also be done using the Patient Search box. Click on patient’s name to open Patient card & follow above directions.
Q: Patient has replied “STOP” to opt out of texts, but now wants to restart.
A: Patient must text “START” to get future texts.
Q: How do we make sure that patients know that a text message is from our office?
A: When sending a text message to a patient, make sure you identify yourself or your clinic by adding your clinic name and contact information in the message. Use merge fields to include your clinic name and phone number in messages and canned replies.
Q: Can I send a text or email to a person who is not a patient or who is not in our EHR (database)?
A: Yes, click on yellow + Add Message button at the top of the Inbox.
Select Non - Patient
Enter First Name, Last Name, Cell Phone and/or Email address.
Select type of message from the drop down - Text or Email.
Type message in the Body section and Click blue Send button when done.
Q: What happens to the message history in TrackStat when a message has been sent to a person who is not in our EHR (non - patient) and is added to our EHR at a later date?
A: If the contact information such as First Name, Last Name, Cell Phone and Email address is consistent, the records will be merged together automatically.
Q: Text appointment reminders - what does Accepted, Sent, Delivered, and Undelivered mean?
A:
Accepted - message has been created
Sent - message has been sent
Delivered - message has been delivered, confirmed by cell carrier
Undelivered - message not delivered (can be due to cell carrier filtering message content or availability of the destination handset)
Failed - message could not be sent
Q: I sent a message to a patient and the reply shows as a separate line item in the Inbox. What is causing this?
A: TrackStat identifies patients by first name, last name & date of birth. If the conversations are not merging, it is very likely that the patients contact information is inconsistent across their cases in ChiroTouch. Use the Patient Search in TrackStat to locate all of the patient's cases and check the Cell Phone numbers to see if they are the same on all cases. If the numbers are different or some cases are missing a cell phone number, then update the Cell Phone field on all cases. Also check the date of birth and make sure it is consistent on all case types for the patient. Make sure First Name and Last Name are exact matches as well. Once the data entry errors or inconsistencies are resolved, allow a few hours for the data to update between TrackStat and your EHR to see if the conversations in the Inbox were merged together.
Q: How do I decrease the line spacing in emails?
A: Hit “Enter” for double spacing and hit “Shift + Enter” for single spacing.
Q: Can I send patient health information (PHI) or patient records via email from TrackStat?
A: No, the email in TrackStat is not encrypted. Use more secure methods such as encrypted emails to send patient information or records. We do not recommend sending any PHI via email or text.
Q: Can a patient initiate an email to the clinic using the email address assigned by TrackStat?
A: No. Patients can only reply to emails sent from TrackStat. It is set up this way so responses to campaigns can be tracked.
Q: What happens when we go over our text message credit limit? Can we still send text messages?
A: The text message credit usage is based the number of message credits included in your TrackStat subscription. The counter starts over at the beginning of each month.
One text message = 160 characters (including spaces). Incoming and outgoing text messages are counted separately and the counts are all based on the 160 character limit.
You will still be able to text your patients if you go over your limit, however you will be subject to overage charges to purchase additional message credits. We encourage offices to minimize the number of characters used in each text message. When you are sending text messages through blast campaigns try to limit your message to less than 160 characters if possible.
You may see a pop-up in TrackStat asking you to acknowledge that you are going over your message credit limit. Please select "agree" and you will not have any interruption in your texting!
Q: How do I give an extra reminder to a specific patient?
A: Appointment reminder exceptions are designed for this so you can create an additional reminder for that handful of patients who need a second reminder. Just skip forward to 1min 20 sec into the video and it shows you how to edit this from the patient card.
Q: We are receiving unwanted (spam) text messages in our Inbox from people who are not patients. How do we make them stop?
A: Try replying "STOP" to opt out of future messages. This will only work if the text message is being sent from a business.
Q: What are canned replies used for?
A: Canned replies are templated messages that can be used for replies or messages sent out to patients manually to avoid typing similar messages over and over again. They are great for improving efficiency.
Q: We have patients that have opted out of marketing in ChiroTouch. How do I find these patients so I can exclude them from marketing in TrackStat?
A: There is no way to run a list of patients that have been excluded from the call list in the CT Contact Manager but there is a way to run a list of patients that have opted out of marketing (marketing box is unchecked in CT Patient Information screen). Here is how to run the list in the Front Desk app.
Click on "Billing Statements & Reports" button
Click on "Labels/Lists"
In the "Label / List Type" dropdown select "Patient List"
In the "Options" box select "Patient Marketing"
Tag "FALSE"
Click on "ADD" button
Click on "PREVIEW" button
From there the report can be exported or printed. In TrackStat these patients can now be assigned a tag and or disabled from receiving marketing messages.