Incorrect Keyword reply to Appointment Reminder

Scenario:

EXACT sent an Appointment Reminder to a patient, stating the keyword to use in reply. The patient replied with an incorrect keyword, so EXACT cannot match that reply to the Reminder from the practice.

A user must now manually match the incoming SMS to one of the SMS notifications sent to the patient during the last month.

If the user is successful, EXACT will process the match as if it is a valid incoming SMS reply.

To match an incorrect keyword patient response SMS to an Appointment Reminder SMS

1. Open the SMS Replies screen

   

2. Select the appropriate SMS, and click the Match Reply button:

   

3. Check the patient response (in this example, "No worries").

   Consider each listed SMS, read its contents, look at its specified keywords and come to a decision - "Is this the SMS to which this patient replied?".

   When you identify the correct SMS, click to select it and then click the Continue button.

   If none match, optionally click "Reply to..." to SMS the patient for clarification.

   

   When you click Continue, you will see a prompt screen:

   

   To confirm:

   Click the Confirm Appt button.

   If EXACT is configured for it, when you Book the appointment, EXACT will automatically send a confirmation SMS to the patient.
   To check (optional): Checking that Confirmation notices have been sent, received, acted upon

   To cancel:

   The Cancel Appt button does one of two things, depending on EXACT configuration:

   • If a Predefined Cancellation Reason has been selected, EXACT will use it to cancel the appointment.
   • If no Predefined Cancellation Reason has been selected, EXACT will prompt for one using the standard cancellation dialogue.

   To return to the Manage SMS window without confirming or cancelling:

   Click the Neither button.