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 a text message.
STOP to an appointment reminder opts them out of future appointment reminder texts only.
STOP to a blast or marketing message opts them out of marketing/blast campaigns only (appointment reminders continue unless they also stop those).
To start receiving texts again, the patient must reply START.
Emails can be managed by clicking the unsubscribe link in an email or by staff unchecking the Disable Email box on the Patient Card (with the patient’s permission).
For Staff:
Search for the patient in the Inbox or Patient Search. Click on the patient's name to open/view the conversation history. Then click the Edit contact info (pencil) icon to open the Patient Card. Use the Disable Text / Disable Email checkboxes on the relevant tab (Appointment Reminders and/or Office updates and announcements) if a manual override is required.
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: 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: 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.
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: 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: Can I add additional phone numbers for texting in TrackStat, or route texts from multiple numbers into one Inbox?
A: TrackStat supports one main texting number for all inbound and outbound texts within a single account.
Inbound messages can also be received in the TrackStat Inbox from one additional texting number.
Any outbound replies or messages you send in response will always come from the main texting number. All outbound texting uses the same (main) number.
Multiple locations:
If you want a separate texting number for each location, you need a separate TrackStat account for each number.
If all locations share the same EHR database and you are fine texting from one main number, you can use a single TrackStat account. Filter the Inbox by location so team members can easily keep messages organized by the patient’s location.
Q: Can a patient text a keyword or phrase to automatically receive a new patient intake form or trigger another action?
A: No. TrackStat does not support keyword-based text triggers. A patient cannot text a specific phrase or keyword to your office number and automatically receive a form or trigger any other automated action.
TrackStat does offer other automated messaging features, including:
Unanswered Call Text: Automatically sends a text when a call goes unanswered. Messages can include scheduling links for new and existing patients.
Drip Campaigns: Automated text or email sequences based on events or timelines (for example, patient education drips).
Q: How can I tell if an appointment reminder was sent?
A: You can use the Inbox to view messages sent to patients, including recent reminders and other outgoing communications.