AUTOMATING THE PATIENT JOURNEY TO MAXIMISE THE VALUE OF YOUR PATIENT DATABASE. Presented by Veronica Emerson

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1 AUTOMATING THE PATIENT JOURNEY TO MAXIMISE THE VALUE OF YOUR PATIENT DATABASE 2017 Presented by Veronica Emerson

2 Contents Centaur Learning Centre... 2 Promoting eappointments and eforms... 3 New Patient Welcome... 3 Appointment Scheduled Confirmation... 4 Prebooked Recall Reminder... 4 Daily Appointment Confirmations... 5 Patient Arrival Message... 6 After Treatment Reminder... 7 After Treatment Survey... 8 Recall Automation... 9 Queries... 9 Patient Education Continued Learning Options... 12

Click the Learning Centre button 3. Login The Learning Centre is only available to those on a current Support and Upgrades contract.

3 Centaur Learning Centre The Centaur Learning Centre provides those on a current Support and Upgrades contract access to learning materials. New materials are added each month so please regularly login to see what is available to you. 1. Go to 2. Click the Learning Centre button 3. Login The Learning Centre is only available to those on a current Support and Upgrades contract. Contact Customer Service on (ext. 6) for your login details. 4. Select from the section you d like to access from the main menu. Page 2 of 13

Promoting eappointments and eforms For those with eappointments and/or eforms, we recommend links and details are added to the following to increase patient usage.

4 Promoting eappointments and eforms For those with eappointments and/or eforms, we recommend links and details are added to the following to increase patient usage. eappointments Recall Reminder Templates Query Templates (that call for patient to book) Website Social Media Signatures eforms New Patient Welcome Templates Appointment Confirmation Templates Prebooked Appointment Reminder Templates Satisfaction Surveys Query Templates (e.g. Survey s) Printed Advertising Material Voic Message Treatment Plan, Invoices and Receipt Messages New Patient Welcome An SMS will be automatically sent to the patient when his/her card is created in D4W from Patient Details, or during the creation of their first appointment. 1. Go to Location Setup > General tab 2. Select the Group: SMS Settings 3. Select Yes for Send SMS on Patient Registration 4. Go to Debts/Marketing > Mail Merge tab 5. Highlight Patient Registration and select the edit icon to create the template Note: Add a link to your New Patient form if using eforms. Page 3 of 13

Appointment Scheduled Confirmation To send a patient an automated message containing details of their scheduled appointment at the time of the booking. 1. Go to Location Setup > General tab 2.

Select Yes for Send SMS on Appointment Scheduling Note: If both the below settings are set to Yes, when a new patient schedules an appointment they will receive two SMS.

5 Appointment Scheduled Confirmation To send a patient an automated message containing details of their scheduled appointment at the time of the booking. 1. Go to Location Setup > General tab 2. Select the Group: SMS Settings 3. Select Yes for Send SMS on Appointment Scheduling Note: If both the below settings are set to Yes, when a new patient schedules an appointment they will receive two SMS. Send SMS on Patient Registration Send SMS on Appointment Scheduling 4. Go to Debts/Marketing > Mail Merge tab 5. Highlight Appointment Scheduling and select the edit icon to create the template Prebooked Recall Reminder The following instructions guide you on setting up automated reminders for those who scheduled their recall appointment ahead of time. It is required that you use an appointment status to represent those that prebooked, for example setup a Prebooked Recall status. 1. Setup Automated Reminder i. Set / Type o Set Name = Prebooked o Books = All o Must contain = (prebooked status, might need to be setup) ii. Settings o Find Patients with appointments Page 4 of 13

Time o Daily o Enable Note: When the surgery is closed, the practice must run the failed batch(es) when they return.

6 iii. iv. Reminders o Letter due to being 29 days ahead, letter can be used o o SMS Note: You can add links to eforms / eappointments to these reminder templates if applicable Schedule o Start Date o Time o Daily o Enable Note: When the surgery is closed, the practice must run the failed batch(es) when they return. Daily Appointment Confirmations The following instructions guide you on the setup of daily appointment confirmations. If there are multiple appointments booked on the same day with the same contact mobile number, one group message will be sent to that person. 1. Setup Automated Reminder i. Set / Type o Set = Daily Appointment Reminders o Type = Monday Appointments, sent Friday o Books = All o Must NOT contain = Attended, Confirmed v. Settings: Appointment reminder setup Send SMS 1 day before the appointment Page 5 of 13

SMS when they are marked as Arrived in the D4W appointment book. 1. Go to Location Setup > General tab 2. Select the Group: SMS Settings 3.

7 Send SMS 2 days before the appointment Send SMS 3 days before the appointment Send SMS 4 days before the appointment vi. vii. Reminders o setup template o SMS setup template Schedule o Start Date o Time o Weekly Patient Arrival Message The patient will receive an SMS when they are marked as Arrived in the D4W appointment book. 1. Go to Location Setup > General tab 2. Select the Group: SMS Settings 3. Select Yes for Send SMS on Patient Arrival 4. Go to Debts/Marketing > Mail Merge tab 5. Highlight Patient Arrival 6. Select the edit icon 7. Create template Page 6 of 13

After Treatment Reminder The aim is to send patients with a certain appointment status from yesterday a reminder to follow post op care instructions provided during their treatment and to contact you

8 After Treatment Reminder The aim is to send patients with a certain appointment status from yesterday a reminder to follow post op care instructions provided during their treatment and to contact you if they have concerns. 1. Setup Automated Reminder i. Set / Type o Set = Treatment Completed Messages o Type = Post Op Instructions Reminder o Books = All o Must contain = (select status for post op reminder, might need to be setup) viii. Settings o Find Patients with appointments ix. Reminders o setup template o SMS setup template Note: You can add links to eforms / eappointments to these reminder templates if applicable x. Schedule o Start Date o Time o Daily o Enable Note: When the surgery is closed, the practice must run the failed batch(es) when they return. Page 7 of 13

9 After Treatment Survey The aim is to send patient who attended the practice yesterday a link to an eform survey. 1. Setup Automated Reminder i. Set / Type o Set = Surveys o Type = After Treatment Survey o Books = All o Must contain = Attended xi. Settings o Find Patients with appointments xii. xiii. Reminders o add link to survey o SMS add link to survey Schedule o Start Date o Time o Daily o Enable Note: When the surgery is closed, the practice must run the failed batch(es) when they return. Page 8 of 13

Recall Automation If you are interested in setting up Recall Automation, please contact support@centaursoftware.com.au for a consultation session prior to conversion.

10 Recall Automation If you are interested in setting up Recall Automation, please contact for a consultation session prior to conversion. This session is to evaluate your current procedure, confirm how you wish to proceed and schedule a date to convert. Queries The following query setup and use can be found on our Learning Centre as easy to follow training videos. Patient Reactivation Dental Tips to Active Patients Bleaching Promotion Cosmetic Consult Promotion Create New Chart & Plan tips on using clinical areas correctly for Incomplete Treatment Plan Query Incomplete Treatment Plan Query To make the tracking of incomplete treatment plans easier to follow, the clinical team must accurately use the following features found in Charting and Treatment Plan. 1. Provide multiple options on separate plans i. Treatment Plan tab ii. iii. Treatment Plan menu > New Plan (customer settings) Enter Treatment Plan Label, e.g. Option B 2. When a patient rejects a treatment plan, remove the tick from Active Treatment Plan i. Treatment Plan tab ii. Select the plan from droplist iii. Remove tick from Active Treatment Plan Page 9 of 13

11 3. Regularly create a new chart and plan i. Charting tab ii. iii. Charting menu > New Charting Charting menu > Copy from a Previous Charting Note: If an incomplete treatment plan exists when you create a new chart, remember to remove the tick from active treatment plan. Run the Incomplete Treatment Plan Query 1. Go to Debts/Marketing > Queries tab 2. Select Treatment Plan Incomplete from the Type droplist 3. Enter a Batch Name 4. Select Plan Status as Active 5. Select the Provider(s) 6. Select if you wish to exclude patients already contact via this method in a # of months 7. Select if you wish to exclude patients with an upcoming appointment 8. Select the period of Treatment Plan created date you wish to search for 9. Enter items (if any) you wish to target, otherwise it will search for any incomplete items 10. Select the Patient Categories you wish to exclude from the batch 11. Press Retrieve Examples of Incomplete Treatment Plan Queries Active Treatment Plans All Providers Patients must not have an appointment in the next 90 days Treatment Plan was created last month Inactive, Deceased and Transferred patients will not be included Page 10 of 13

12 Active Treatment Plans Provider Dr Nathan Smith Patients have not been sent a Treatment Plan Incomplete reminder in the last 3 months Patients must not have an appointment in the next 90 days Treatment Plans were created in the Year to Date Inactive, Deceased and Transferred patients will not be included Active Treatment Plans Provider is Dr Nathan Smith Patients have not been sent a Treatment Plan Incomplete reminder in the last 6 months Patients must not have an appointment in the 60 days Treatment Plans were created between March and end of June Only patients with items that fall on/between to show Inactive, Deceased and Transferred patients will not be included Patient Education The following tools are available to use from Dental4Windows to help educate patients and present treatment plans to them. Charting tabs 2D/3D 3D Skull Mediasuite* xplain Patient Education* xplain Online* xplain TV* Case Presentation Compare Perio Recordings * Not part of the standard D4W package but can be purchased. Speak to your Sales Representative for a demonstration and quotation. Page 11 of 13

13 Continued Learning Options Centaur Training Department offers a wide range of ongoing dental4windows training courses for you and the continued learning of your staff. Our trainers that are situated throughout Australia are certified in all aspects of dental4windows and also have years of dental industry experience. They can conduct training in the comfort of your own practice, via remote access, at workshops and/or our head office in Sydney. Sessions are customisable as we understand each practice has varying needs and skill-sets. New Features With each upgrade of D4W, several new features and improved processes are added. New Features are taught at the workshops held throughout Australia. Every attendee has access to a PC so they can follow the trainer, practice and ask questions. For those who missed out on recent workshops or prefer to only focus on their practices needs when learning new features, these sessions will be conducted either onsite or via remote access. Staff Refresh / Best Practice With D4W continually developing and improving, it is important to attend refresh sessions to ensure staff are following the best processes, utilising the newest features, and have not picked up poor habits along the way. For your practice to evolve, your employee s D4W knowledge and processes need to as well. Refresh / Best Practice sessions can be focused on any area of the program chosen by either yourself or your trainer, based on your needs. Our trainers will review current D4W usage and implement improvements to the benefit of your practice. Module Specific If you purchase an additional module, it is highly recommended a module specific training session is scheduled. Your trainer will teach the optimal way of using the module to ensure the transition is as smooth as possible. You can also schedule a module specific session if you are unfamiliar with an area of D4W and/or require additional training on it. Problem Areas If you find you frequently have questions about the same tasks, a problem area session should be scheduled. Trainers can be advised of the types of support calls received by your practice so the session is tailored to your needs. Not only will your practice and patients benefit from having knowledgeable staff, your staff will be proud to competently use pastproblematic areas with ease. New Staff It is important to give new staff every opportunity to thrive in their role, and that starts with quality training. Without a proper introduction, explanation and practice time, new staff can become overwhelmed and make errors that cost you time and money. Our Trainers understand each role within a dental practice, and are able to tailor the session to a specific role. Management Management training is aimed at those who are competent in the day-to-day usage; keep up to date with new features and processes, but wish to acquire additional skills in setup and troubleshooting and/ or want to delve into queries and reports in more detail. Health Check Comprehensive review of how you use dental4windows and where improvements can be made by implementing efficient processes and utilising features designed to make your day run smoother. To discuss your needs and request a quotation, phone (ext. 3) or training@centaursoftware.com Page 12 of 13

Managing Online Agreements

Quick-Start Guide Managing Online Agreements FOR PLAN ADMINISTRATORS Last Updated: 4/6/15 This quick start guide is intended as a fingertip reference for managing online grant agreements. Please consult