On the Patient History page, you can find a record of all messages that have been sent to a patient; whether they be by email, phone, or text. Most of these messages will be found in the patient’s account, as the bulk of the messages you send will be related to patient appointments, or sent to active patients. The one exception is the Welcome Email, which will appear under Patient History in the responsible party’s account if the patient is under 18 or over 18 and self-responsible.
At the top of the Patient History window, you will find radio buttons that let you choose between available message types: Email, Text, or Voice (for offices using Voice reminders).
By clicking on the “Email” radio button, you will see a history of all email messages sent to this patient. This includes all reminder types (Courtesy, Appointment, Recall, etc.), Birthday/Holiday Greetings, Custom emails and Newsletters. All email communication from Sesame to this patient will be included on this list, with the exception of the Welcome Email, which will be in the responsible party account.
You can click the View button to see the content of the email, as well as verify the email address to which it was sent.
You can use the drop-down menu to select a specific email message type, if you are searching for one type of message and want to filter the other emails out of the list.
Voice
Clicking on the “Voice” radio button, you will see a history of all Voice reminders we have sent to this patient. You will not be able to hear the call itself, but you can see the appointment date for which the call was made, to what number the call was made, and at what time.
Status
The status will show with the below options:
- Answered - person picked up the call.
- Ans. Machine - the call was answered by an answering machine or went to voice mail.
- Call Unanswered - the call was not picked up and there was no voice mail available.
- Number Changed or Disconnected - the phone number on file has since been disconnected
- Invalid - the phone number is not complete and we are unable to call
- Busy - our system received a busy signal when calling
Response
If the patient responded to a voice call by entering a numbered option, that appears here.
- Confirmed - The patient has confirmed his or her appointment.
- Reschedule - The patient has indicated he or she would like to reschedule the appointment.
- Cancelled - The patient has indicated he or she would like to cancel the appointment.
- Leave Message - The patient has left a voice message. You can listen to this message in the Call Report.
Text
Accessed by selecting the Text radio button, this section works much like the Email and Voice sections. You can see the type of text message that was sent out. If the message was an appointment reminder, you will see the date of the appointment, when the reminder was sent, and the delivery status. By clicking the View button, you can see the exact message of the text and the phone number to which it was sent.
No-Show List
Any time a patient misses an appointment, it will appear on this list, even if you do not have No-Show Reminders enabled and we have not contacted the patient regarding the missed appointment. This list includes the date of the appointment that was missed, the patient’s name, and the method of any notification attempts. The options for the Notified? column are Phone Call, Email, or Not Contacted.
A patient may not be notified if you have No-Show Reminders disabled, or if the patient does not have an email address on file or a phone number enabled for Voice calls.
Feedback Given
Any time a patient submits a Post-Appointment Survey or Website Survey through Sesame, a link to that review will appear in this list.
Post-Appointment Feedback
These are results of the survey that is sent following a patient’s visit to your office. The Post-Appointment Survey is also the survey that is used in your Healthgrades Enhanced Profile if you have one. You can enable this survey, and configure the frequency with which it is sent to your patients, by visiting the Messages section of your Member Dashboard. Under Email, go to Appointment, then Post-Appt Survey to access these settings.
Website Survey
This is the survey available via the Patient Portal under Your Feedback.
Both of these surveys have a set of standard questions that will always appear, but you can add five customized questions of your own. In your Member Dashboard, go to Websites, then look for Feedback under the Patient Pages page. Select the survey you wish to edit from the drop-down menu, then create your new questions.
When looking for specific survey results, keep in mind that Post-Appointment Surveys are sent to patients, and will appear in the patient account, but most Patient Pages users are responsible parties, so Website Surveys are more likely to appear in responsible party accounts.
Looking for more information? Check out these Related Pages!
Contact our Member Services team at 866-537-8272, Monday - Friday 6 AM to 4 PM Pacific Time.
