Configuring automated Contact options for Short Notice List

This screen is a means of configuring the SMS automation.

Here you can configure the software to

Allow EXACT users to find and SMS patients directly from a suitable gap in the Appointment Book (no need to navigate away from the gap)
- View a list of patients who suit a particular gap directly in the Appointment Book at that gap position
- SMS of patients directly from the gap in the Appointment Book
Specify particular SMS templates as a Gap available message, a Gap booking confirmed message and a Gap no longer available template (EXACT has default templates for these, but you can optionally create your own)
Specify the keyword that the patient must use in a text reply in order to book the gap
Set the parameters for staggering SMSes, so that patients don't all reply simultaneously
Set the parameters for how frequently / infrequently you will send gap available notifications to patients (in order to avoid annoying them)
Specify a reasonable period of advanced warning for a gap notification (such as 2 hours, which allows most patients to make arrangements and commute to the practice at short notice)

To configure automated Contact options for the Short Notice List

Ensure that you have rights to configure the Short Notice List:
Go to Configure > Security > [Choose Security Group] > scroll down to Configure > Short Notice List Settings and check (tick) the checkbox:
Go to Configure > Practice Settings, and in the Practice Settings window, ensure that the Enable Short Notice List field is enabled.
Click the Setup button to display the Short Notice List Settings window, then click the Contact tab:

ShortNoticeListSettings-ContactTab

SMS Patients to Fill a Gap

This checkbox is checked by default.

Contact patients in groups of ___

Use this field to specify how many patients to SMS at a time for a particular available gap. The default group number is 10.
If you SMS too few, you may not fill the gap.
If you SMS too many, some clients may become frustrated because they repeatedly miss gap options, and the Practice could also incur a high simultaneous load of SMS messages.

Your choice will depend on the responsiveness of your clients.

Send gap available template ___

Templates are available from version 11.3. See The Gap Available SMS notification

Keyword Settings - see SMS Reply Setup / Keyword Settings for Short Notice List

Stagger each SMS message by ___ minutes

The stagger period is so that patients within the group are more likely to respond in turn, rather than all responding simultaneously This allows a clearer cutoff point when a particular patient accepts the booking. Default is 5 minutes.

Send each patient a max of ___ gap available messages per 3 days

"3" days is what the Practice considers a Short Notice Period, as specified by default on the Add-Remove tab (you can optionally edit this figure):

The "maximum" specification is in order to avoid irritating patients with multiple messages.

Stop sending if gaps come within ___ hours of the current time

The primary purpose of this setting is to avoid sending gap notifications after the appointment time has actually passed.

The time required depends on the size of your group and the stagger period:

StopSending-calculation

So the guideline is to consider the period it takes to contact all patients in the group, and to add some extra time.

Display all replies in the Manage SMS Replies list

Un-checked by default. Check if you want to display all replies regardless of whether EXACThas automatically actioned them or not.

Fill appointment gap on keyword matching.

Checked by default to allow automated booking. If you de-select this option, you will have to manually fill gaps by manually managing each patient reply.

Send an automatic confirmation SMS for gaps booked via an SMS reply

Checked by default to allow automated confirmation on booking, and set with a default template (-GAP CONFIRMED), which you can optionally edit or replace.

Send an SMS to patients who confirm after the time is booked

Checked by default to allow an automated rejection message on patients booking when the gap is no longer available (whether due to being booked or due to the practice cancelling the gap). Optionally edit or replace the default template (-GAP GONE).