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: 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.