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Solutionreach Release Notes

 

Solutionreach, the leader in patient engagement solutions and innovation, supports an end to end workflow for in-office, telehealth, or hybrid healthcare. We are actively improving our platform and add-on products on a weekly basis. Keep up to date on our most recent updates by reading our weekly Release Notes. 

 

 

SUMMARY

In this week's release we've improved the customer experience by making the SR Conversation website widget beta product available to a wider customer base. 

 

PLATFORM UPDATES



SR Conversation Website Widget - Beta Expanded 

The SR Conversations website widget beta product has been running strong and the product is working well. However, we have identified a couple of enhancements to make before declaring the beta program over. Because the product is working so well, we have decided to make the beta product available to a wider customer base. The widget is now available to those customers in the United States who are not on the Practice Select platform. This generally includes those customers with 50+ providers and at multiple locations. Please note: We are still able to manually activate the widget for clients that fall under these categories; however, please be aware that only one office number is supported in the widget, so multiple locations sharing one website won’t have the optimal experience.

The SR Conversations website widget allows visitors to initiate a text directly with your practice by clicking a website widget icon in the bottom right corner. Visitors are prompted to enter a mobile number and to include a message. The message is then delivered to the practice's SR Conversations account. Once the office responds, the patient will receive the message in their text message inbox on their mobile device.

We are confident the SR Conversations website widget will help drive new patient acquisition and increase patient satisfaction by lowering communication barriers between patients and your practice.

What you need to know...

  • To activate, go to the Conversations Settings page to collect the code snippet.
    • Personalize the experience by entering text in the prompt box provided. 
    • Copy and paste the code snippet to your website code. 

  • Numbers matching an existing number will bring up the SR Conversations message history within SR Conversations. 
  • A website widget alert displays next to the phone number within SR Conversations to indicate which messages originated from the widget.

  • The message "This was submitted via the website widget. Please verify this request with the patient before making any changes." is displayed when hovering over the website widget alert in SR Conversations. 
  • The personalized prompt message can be updated at any time
  • The website widget is mobile friendly/responsive 
  • Only one office number is supported per widget

BUG FIXES


There are no bug fixes this week. 

SUMMARY 

In this release, we’ve focused on improving the customer experience by…

  • Updating the SR Intake success screen after manually sending an intake packet.
  • Adding basic reporting for SR Telehealth. 
  • Updating the SR Schedule banner to not run off the page.
  • Improving Practice Select practice sorting. 
  • Fixing a bug where the Practice Select “Staff access (all locations)” setting appeared to change.  

PLATFORM UPDATES


SR Intake: Update SR Intake sent success screen 

In order to provide a more consistent user experience we’ve updated the design of the success page that displays after a staff member manually sends an SR Intake packet to a patient from the Action List, Schedule, or Patient Profile page. This new design displays an updated image consistent with other SR Intake success pages and also draws more attention to the ‘X’ to close the page. This update is important as many customers overlooked the X on the page and used the back button to exit. 

 

 

SR Telehealth Version 1 Reporting

Practices need the ability to quickly see which providers are participating in telehealth appointments and how often. They are now able to do this by viewing the ‘Past Sessions’ tab within the SR Telehealth waiting room section. This new report allows offices to track how many appointments are telehealth and which providers are using telehealth. 

Here’s what you need to know…

  • The newly added report includes: 
    • Date and time of the appointment
    • Patient name
    • Provider name
    • Phone number
  • Use the search box to search for by patient name. 
  • Export reports through the .csv export functionality on the bottom left of the report page.
  • Click the ‘Filter’ button in the top right corner of the report to trigger a tray to slide on to the screen from the right. 
  • From the slide tray, users are able to…
    • Filter by Provider and/or date range. The default is the last 31 days.  
    • Select all or deselect all 
    • Select ‘Cancel’ to exit out the filter tray. 
    • Select ‘Apply’ to apply the search filters.
  • Reset the report page filters by clicking “reset filters”

SR Schedule: Update banner for higher resolution screens 

The SR Schedule banner was running off the screen when a high resolution screen was being used. This bug has been fixed and the banner no longer extends it’s container.

 

Before:

 

After: 

Practice Select: Column sorting needs to ignore case

Practice Select sorting of practice names is now case insensitive. Previously, practice titles were sorting by “A to Z” and then “a to z” separately. This enhancement is important as it improves the user experience and is consistent with other pages with sorting functionality. 

BUG FIXES


Practice Select: Toggle visually moves from Staff access (all locations) to Staff access (restricted locations) 

When updating permissions on a Practice Select user, a bug was causing the toggle to visually indicate a permission change from Staff access (all locations) to Staff access (restricted locations) after hitting the ‘Save’ button. While the permissions were not actually being changed from the selected state, users still had to verify that they hadn’t. This issue has been fixed and the Save button does not trigger the toggle to visually adjust unexpectedly.

SUMMARY 

  • Releasing SR Conversations Android App from beta into general availability

  • Providing minute options for the Hourly Reminder type

  • Updating the user interface for SR Intakes Questionnaire tab so it is more consistent with the rest of the platform.

  • Adding more SR Intake System Default templates

  • Allowing PracticeSelect administrators to quickly and easily see which locations have synced by adding new reporting functionality.

  • Updating the SR Intake writeback endpoint to writeback the name of the packet into specific patient management systems. 

  • Enhancing security

  • Fixing a couple of bugs related to SR Intake and PracticeSelect users.

PLATFORM UPDATES


SR Conversations Android Mobile - Released from Beta to General Availability

The SR Conversations mobile app includes features from the desktop version you know and love. You can send private conversational text messages to patients. You can collect and save HIPAA consent. You can check patient information and use template messages for faster communication. Even better, the SR Conversations mobile app syncs instantly with your SR Conversations desktop application so you can seamlessly transition between the two platforms.

Here’s what one beta customer had to say: 

“.. the ability to text and receive messages to communicate with patients outside of office hours is immensely helpful.  We are dealing with children who get hurt all the time, and hit their teeth. To have them easily communicate with us through one app, without us having to log into our computer is immensely helpful. Also we have power outages and fires that keep us off our internet so we need to have a mobile app. The need for a mobile app is indispensable for any practice.” - Bill Boyce, Office Manager at Caring Tree Children’s Dentistry 

Go to the Google Play store to download the app today! 

Reminders: Minute Reminders 

Practices are now able to send Hourly messages 15, 30, and 45 minutes before an appointment. This allows customers to communicate time sensitive information that is important to be sent closer to the appointment, such as SR Third-Party Telehealth clients sending their URL. 

Here’s what you need to know: 

  • 15, 30, and 45 minute reminders have been added as "Hourly" reminder options
  • Propagation options are included within Practice Select
  • The following warning has been added in small gray text: "Please note: message delivery may be delayed for a number of reasons, including but not limited to, a high volume of messages sending and carrier delays.” 

SR Intake: Update and enhance the UX for Questionnaires 

The SR Intake user interface is now more consistent with other Solutionreach features you’ve come to know and love. On the Questionnaire page we have split the page into two sections. On the left we have added a System Questionnaires section. On the right, we have added a My Questionnaires section. In addition, we have added new button functionality similar to those on other features in Solutionreach.  

What you need to know...

  • The ”My Questionnaires' is divided into two parts, ‘Active’ and ‘Drafts’. 
  • The date last updated appears under the questionnaire to help distinguish it from other similarly named questionnaires. 
  • Updates to Questionnaire titles include: 
    • Questionnaire names are now editable 
    • A Questionnaire name may now be used more than once
    • Questionnaire names now support the “&” character
  • When editing an Active Questionnaire:
    • The status "All changes are saved" is displayed when changes to individual questions are saved. 
    • A 'Close' button appears.
  • When editing a Draft Questionnaire:
    • The status "All changes are saved" is displayed when changes to individual questions are saved. 
    • Both a  'Activate Draft' and a 'Close' button appears
  • Users can now delete multiple Questionnaires at once by selecting corresponding check boxes. Questionnaires that are included in a packet cannot be deleted, these Questionnaires will trigger an error warning stating the packets the questionnaires are a part of.
  • When creating/editing a packet show the last updated date next to questionnaires.
  • System Questionnaires may be previewed before copying by clicking on the title.  When in preview mode, users may choose to ‘Close’ or ‘Copy & Edit’. 
  • An ‘Edit’ button has been added for all Active Questionnaires 
  • When editing a Questionnaire the warning appears: "The Patient Questionnaire below is ACTIVE and auto-updates. Any changes will be immediate and available to patients with access to this Questionnaire."
  • Only a ‘Close’ action button is provided as changes are auto-saved when editing an Active Questionnaire.
  • When editing a question, the question type selected is highlighted

 

SR Intake: New System Questionnaire Templates and Updated From Templates 

When creating a form or questionnaire, you can now choose to customize a carefully crafted System Default form, System Default questionnaire or create either from scratch. For example, choose a System Default form for gaining HIPAA consent or acknowledgement of Notice of Privacy Practices. These templates include the latest SR Intake enhancements such as statement and signature questions and required questions. 

The System Default forms and questionnaires provided are general templates for you to use. Please note that state, provincial, or local laws, as well as your professional organization guidelines, may require these forms to contain different or additional information. It is your responsibility to ensure your forms comply with all applicable laws, rules, and regulations. 

SR Intake now includes the following templates: 

Template

Vertical

Type

Consent to Treat Form

ALL

Form

COVID-19 Pre-screen

ALL

Questionnaire

Financial and Cancellation Agreement

ALL

Form

HIPAA Authorization (custom per vertical)

ALL

Questionnaire

Informed Consent for Virtual Services during COVID

Dental Only

Form

Medical History (custom per vertical)

ALL

Questionnaire

Notice of Privacy Practices

ALL

Form

Standardized Patient Evaluation of Eye Dryness (SPEED)

Vision Only

Questionnaire

 

PracticeSelect: Show last sync for each practice 

Administrators over multiple locations need a simple way of confirming sync performance for each location. PracticeSelect administrators are now able to see and sort by the last sync date for all practices. 

What you need to know…

  • We’ve added a column for Last Data Upload
  • We’ve created the sort filters for the following column headers:  
    • Practice Name
    • Last Data Upload
    • City
    • State
    • Region

 

SR Intake: Update information sent to SR Intake writeback endpoint

The name of the file written back for Intake has been updated to reflect the packet’s name instead of a random string of characters. This will allow the office to easily identify the packets they have received from the patient. 

SR Platform: Upgrade text editor from tinymce_4_3_8 to tinymce 5 

We’ve improved the user experience for pages with the text editor, tinyMCE by updating to a newer version. This version also has a more modern style, is more effective across devices. 

The next editor has been added to the following pages...

  • Recare email
  • Newsletters
  • Referrals message edit
  • Eyewear email (vision only) 
  • Survey email
  • SR Intake 

New Text Editor

Previous Text Editor

BUG FIXES


SR Intake: No indicator to visually indicate which tab the user is working in Questionnaire 

When working within a Questionnaire draft, a bug prevented the indicator to display on the tab within SR Intake. This has been corrected and the Questionnaires tab now displays appropriately when a user is actively editing or building a Questionnaire.

PracticeSelect: New User emails not generating 

A bug prevented PracticeSelect new users from receiving New User email invitations. This issue has been resolved and now new users are able to create an account. 

 

SUMMARY

In this release, we’ve focused on improving the customer experience by…

  • Updating and enhancing the SR Intake user interface so it is more consistent with other Solutionreach features
  • Enhancing our database connection pool monitoring system.

PLATFORM UPDATES


SR Intake: Update and Enhance the User Interface for Forms

The SR Intake user interface is now more consistent with other Solutionreach features you’ve come to know and love. On the Additional Forms page we have split the page into two sections. On the right we have added a System Forms section. On the Right, we have added a My Additional Forms section. In addition, we have added new button functionality similar to those on other features in Solutionreach.  

SR Intake Forms UI

Here is what you need to know...

  • NEW! 'Forms' now has a section and a set of possible actions for each of the following:

    • Add button that allows the user to start from scratch on a form

    • Active forms in the My Additional Forms section have an “Action” button that allows you to “Copy, Edit, and or Delete” the form. 

    • Draft forms in the My Additional Forms section have an “Action” button that allows “Activate, Edit, and Delete” forms. 

    • Forms can now be deleted in bulk

  • NEW! Forms are automatically saved as a draft. They are not automatically activated. 

  • NEW! The last updated date on edited Forms is shown

  • NEW! The date last updated appears when creating a packet to help distinguish between forms with similar names. 

  • NEW! A “Close” button has been added to forms edit state. 

Platform: Improve Connection Pool Monitoring System

One of our top company priorities is to strengthen our product performance.  In this release engineers focused on improving the  database connection pool monitoring system. This change will enable engineers to more proactively identify which connection pools are being strained and if there are long wait times resulting in slowed performance.

BUG FIXES


None this week. 

SUMMARY

In this release we’ve focused on improving the customer experience by…

  • Adding two new Question Types to SR Intake: Statement and Signature.
  • Enhancing SR Intake form creating by adding functionality to move questions and answers up and down on a questionnaire
  • Creating SR Telehealth permissions for enterprise customers 
  • Improving SR Conversations performance by streamlining the way group messages are sent

PLATFORM UPDATES


SR Intake: Expand Question Types

SR Intake now includes two new question types: Statement and Signature. Statement questions allow practices to include informational text within the form or ask open ended questions. For example, practices can use the Statement question to include section information and context as to why certain questions are asked. The Signature question type enables practices to require patients to initial or sign individual questions/statements. This enhancement is important as it increases the ease of use and overall flexibility of SR Intake. 

What you need to know... 

  • Statement question type:
    • Statements don't have an answer type
    • Other and Comments/Explain are available as options
    • No warning is provided when a statement is saved without an answer option
  • Signature question type:
    • Inserts the answer option ‘Signature:’ with a short text box
    • ‘Signature’ can be edited (ex: Initials)
    • Other and Please Explain are available as options
  • Other option has been updated to “Other (please specify)” text that can be edited
  • Please Explain option has been updated to have placeholder text ‘

    Enter prompt text here…

Questions options include: 

  • Yes/No (T/F) 

  • Single Answer 

  • Multiple Answer 

  • Short Text Answer 

  • Long Text Answer 

  • Statement

  • Signature 

Move-question-intake

Statement&Signature-Intake

SR Intake: Move questions and answers in questionnaire without deleting and re-adding 

SR Intake questions and answers are now able to be reordered and rearranged. Users simply click a handle to indicate upward or downward movement in a list of questions of at least two or more. Also released with this enhancement is the ability to press enter to start a new answer option. This new ease of use enhancement allows users to easily iterate and improve forms overtime. 

move-answer-intake

Practice Select / SR Telehealth: Enhance Conversations Permissions for Enterprise Staff Users 

It is not uncommon for large enterprise organizations to have a central location or call center  manage SR Conversations for various locations. Because SR Telehealth appointments are coordinated at the local level, large enterprise organizations need to have more controls over who can send and use SR Telehealth. This new release allows Practice Select customers to restrict access to Telehealth and SR Pay, if necessary. Also released with this enhancement we have separated the ‘Staff” role into two types, Staff Access (restricted locations) and Staff Access (all locations). Some users may need access to all locations but have restricted permissions at what they can do at those locations. This will allow those users that need access to all locations to not have an admin user continuously update their access. 

SR Conversations Enterprise Permissions 1

SRC_Ent_permissions1

What you need to know...

  • A new Conversations tab in User Management > Permissions has been created

  • The Conversations User option has moved from Patient Management to a new Conversations Tab

    • This is enabled for all new SR Conversations subscribers by default 

    • This update will not change the status of any existing clients

    • If SR Conversations is disabled in appAdmin and then enabled - the permissions will match what was set before being disabled

  • An option to allow access to SR Telehealth has been created. 

    • The option is available even if Conversations access is disabled

    • This is only available if the Show SR Telehealth box is enabled in appAdmin for at least one subscriber practice in the enterprise

    • This is enabled by default for new SR Telehealth subscribers

    • This is enabled for all clients with SR Telehealth

    • If SR Telehealth is disabled in appAdmin and then enabled - the permissions will match what was set before being disabled

    • If the user only has permissions to Telehealth, the user will be taken to the Telehealth tab upon logging into Conversations

  • Administrators can also choose whom to allow access to the SR Pay tab

    • The option is available even if Conversations access is disabled 

    • This option is only available if the at least one subscriber in the enterprise has signed up for SR Pay

    • This is enabled by default for new SR Pay subscribers

    • This is enabled for all SR Pay subscribers 

    • If the user only has permissions to SR Pay take the user to the SR Pay tab

    • If user does not have SR Pay permissions, but does have Conversations permissions, they are still allowed to send payment requests through Conversations

  • The default tab order includes: Conversations, Archive, Telehealth, SR Pay

  • When creating a staff user provide a checkbox to have access to ALL locations and honor that as new locations are added

SR Conversations Performance Improvement: Batch Conversations WS updates for system messages

Engineers have increased SR Conversations performance efficiency by streamlining the way group messages are sent.

BUG FIXES


None this week. 

SUMMARY 

In this release, we’ve focused on improving the customer experience by…

  • Enhancing functionality around Returning Patient lookup in SR Schedule
  • Creating the ability to recognize Canadian addresses in SR Intake 
  • Decreasing the time it takes to deliver inbound messages on SR Conversations
  • Adding design enhancements to the SR Conversations website widget now in beta.
  • And fixing a couple of bugs related to Intake Pins, SR Conversations, and Pre-visit Instructions 

PLATFORM UPDATES


SR Schedule: Enhance Returning Patient lookup

When filling out forms it is not uncommon for patients to enter a space after typing their first or last name. Up until now, this would cause issues with SR Schedule form submissions and syncs. Moving forward, patients are able to add a space at the end of their name and their submission will be processed as one would expect. Patients will also be prompted to enter their full and/or legal name for lookup.

SR Intake: Demographics for Canadian Customers 

SR Intake now recognizes Canadian postal codes and provinces. These are critical enhancements as it allows Canadian patients to provide their address to the practice.

Here is what you need to know…

  • We have changed  'Zip Code' to 'Zip Code/Postal Code' within the demographics seen by the patient and the generated PDF. 
  • We have changed 'State' to 'State/Province' within the demographics seen by the patient and the generated PDF 
  • Patients are now able to enter Alphanumeric codes 
  • We have update the abbreviation on the PDF for Newfoundland to NL (not NF which was incorrect) 
  • These changes will support patients who may travel to Canada from the US or to the US from Canada.

SR Conversations: Performance Improvement

Our engineers are committed to improving the performance of SR Conversations. This week we have identified efficiency opportunities around reducing the delivery time required for inbound messages.

(Beta) SR Conversation website widget: Text updates

SR Conversations website widget beta partners have requested we make simple text and design modifications to improve the patient experience. As a result, the following enhancements have been made: 

  • Updated the title to all capital letters: “SEND US A TEXT”
  • Updated the patient number field from ”Your Mobile Number” to “Your cell phone number”
  • Increased the message box to be double the size of what it is now.
  • Updated the success message from “We'll text you back on your mobile soon!” to  “We'll text you back on your cell phone soon!”

BUG FIXES


SR Conversations loading icon

When customers or patients experience a connection issue with their internet provider, a bug caused the “loading” icon to continue to display. This forced customers to refresh the browser once connectivity was restored. This issue has been resolved and customers no longer have to refresh their browser in order to see the SR Conversations page.

Groups associated to Pre-visit Instructions can’t be deleted 

A bug was allowing groups to be deleted after being attached to a pre-visit instruction.
This issue has been fixed and practices are now unable to delete groups associated with pre-visit instructions. 

SR Intake invalid Pin

Patients who received an intake form sent through the SR Conversations quick message template were unable to successfully submit a pin for identification verification. Instead, a message displayed informing them that the pin was invalid. This bug has been identified and corrected. Patients are now able to use the pin verification code and successfully submit their intake forms.

SUMMARY 

In this release, we’ve focused on improving the customer experience by…

  • Implementing SR Conversation performance improvements.
  • Creating the ability to send immediate reminders only.
  • Fixing a couple of bugs related to SR Conversations and pre-visit instructions.

PLATFORM UPDATES


SR Conversation Performance Improvement

This week we pushed releases specifically aimed to increase SR Conversation stability and performance. 

Sync: Allow clients to have Immediate Reminders as the only reminder type sending 

There are some situations where practices need the ability to only send immediate reminders. For example, a patient may call in the morning and set up a telehealth or in office visit later in the afternoon. Practices need the ability to give patients information about their appointment as a reminder.

BUG FIXES


Cancel messages being sent to patients who haven’t requested to cancel

A bug was detected that caused some patients to receive an automated cancelled/rescheduled message without submitting a request to cancel or request their appointment. This bug has been corrected by restricting what gets passed through for a cancellation request. Previously words that started with No, for example ‘Noah,’ would trigger the response.

Full List:

  • cancel, followed by anything (ie: cancel my appointment)
  • no, followed by anything (ie: no, please cancel)
  • no, nope, not, non - followed by one or more spaces (using punctuation will also work ie: nope, I can't.)
  • I can't make it
  • I need to cancel
  • cncl
  • n
  • reschedule, followed by anything (ie: reschedule my appointment)
  • r
  • Any response above and starts with "please"

Pre-visit Instructions: household reminders and default provider 

A bug was detected that prevented household reminder previsit Instructions to load based on default provider if the appointment's provider is inactive. This issue has been resolved.

SR Conversations app: unable to send messages  

A bug was preventing SR Conversations mobile app messages from sending. This issue has been corrected and all users are now able to send SR Conversation messages from the mobile apps. 

SR Conversations app: unable to send HIPAA consent messages

A bug was preventing SR Conversations mobile app messages from sending the HIPAA Consent template. This issue has been corrected and all users are now able to request HIPAA consent through the apps.

 

SUMMARY 

  • The SR Intake COVID-19 pre-screening questionnaire has been updated to match the latest Center of Disease Control guidelines. 
  • Fixing a couple of bugs related to inaccurate reporting around SR Pay for our practice select locations and a bug preventing some offices from creating new auto-response messages in SR Conversations.

PRODUCT UPDATES


SR Intake: Update COVID-19 pre-screening questionnaire 

The SR Intake COVID-19 pre-screening questionnaire has been updated to match the latest Center of Disease Control guidelines.

BUG FIXES


Practice Select multi-location SR Pay payment history .csv incorrect

The CSV download was using the wrong endpoint when pulling data resulting in incorrect reporting. Additionally, formatting for long names had also shifted in reporting. Both these issues have been corrected. Longer names are now cut off and an ellipses has been added. 

Conversations auto responses not saving

A few practices were not able to create an auto response with an assigned time frame. This issue has been resolved and all customers are able to create auto response messages in SR Conversations.

SUMMARY

In this release, we’ve focused on improving the customer experience by…

  • Launching a beta testing period for our new SR Conversations website widget
  • Launching a new enhancement for our SR Telehealth Third Party Solution now in beta
  • Enhancing general functionality around questions in SR Intake 
  • Updating the SR Intake default message on the intake completion page
  • Including the name of the SR Intake packet completed by the patient on the patient Profile.

PLATFORM UPDATES


Now in Beta: SR Conversation Website Widget 

We are excited to announce the SR Conversations website widget is now available for beta users. To sign up, fill out this form and our product management team will activate it in your Solutionreach account. 

Why are we making it available for beta testing? We value customer feedback and want to make sure it offers a flawless user experience before releasing it to general availability. Offering a beta period allows us to gather feedback on the functionality, user interface, technical performance, and more as it is used in the real world. 

The SR Conversations website widget

Not all patients or prospective patients realize they can simply text their doctor’s office to set an appointment or ask a question. Instead they may go to the website to look for information and if they don’t find it, they have to make a mental note and remember to call them back during office hours. This patient experience is frustrating and results in lower satisfaction and a loss of scheduled appointments. 

The SR Conversations website widget eliminates this frustration by enabling patients and prospective patients to initiate a text conversation from the office’s website. Visitors simply click on the SR Conversation website widget icon on the bottom right corner of the screen and enter the mobile number and message in the fields provided. The message is then delivered to the practice's SR Conversations account. Once the office responds, the patient will receive the message in their text message inbox on their mobile device. 

Here’s what you need to know. 

  • Go to the Conversations Settings page to collect the code snippet.
    • Copy and paste the code snippet to your website. 
    • Personalize the experience by entering text in the prompt box provided. The text will appear directly above the icon. If no text is entered the default message "If no prompt message is provided no prompt is displayed on the website" will appear in the box. 
  • Numbers matching an existing number will bring up all SR Conversation message history within SR Conversations. 
  • Practices may only respond through SR Conversations. 
  • The website widget is mobile friendly/responsive 
  • A website widget alert displays next to the phone number within SR Conversations to indicate which messages originated from the widget.
  • The message "This was submitted via the website widget. Please verify this request with the patient before making any changes." is displayed when hovering over the website widget alert in SR Conversations. 
  • The widget is currently only available only to subscribers in the United States. 
  • Customers must agree to be a beta program participant in order to activate the website widget for their office at this time. 

SRCWebsiteWidget_FrontPage

SRCWebsiteWidgetSettings

SRCWebsiteWidgetHistory

 

Now in Beta: Support SR Telehealth Third-Party Solutions in SR Conversations

Some specialty offices need the ability to use a third-party specialty telehealth tool as part of their services. This new release allows offices to send a specialty URL by using the Telehealth Invitation template within SR Conversations. A template is also provided for Spanish speaking patients. 

To sign up, fill out this form and our product management team will activate it in your Solutionreach account. 

  • The third-party telehealth template in SR Conversations is only available to SR Telehealth Third-Party customers. 
  • When the template is selected a modal pops to select the provider
  • Providers with a third-party telehealth URL attached to their profile are displayed in a drop-down selection with a search box.
  • Only one template can be sent at a time
  • The template name is Telehealth Invitation
    • Template wording = “To join your telehealth video call, please click this link $TELEHEALTH_URL$.”
  • The Spanish template name is Telehealth Invitation Spanish
    • Template wording = “Para unirse a su videollamada por favor haga click en este enlace $TELEHEALTH_URL$”

SR Intake: Question enhancements

Practices need the ability to create a seamless patient intake experience for a diverse patient base with several appointment types. With this release we’ve increased the flexibility of SR Intake by creating the ability to require all or a single question to be answered on questionnaires. When the question is presented to the patient, they must answer the question to proceed.

What you need to know...

  • The 'Next' button will be disabled if the required questions are not answered.
  • An "*" will be on the question label.
  • Practices can use the “All Questions Required” toggle to require all questions

SRIntake Required Question1

We also increased the character limits for questions and answers so practices can provide as much or as little details as necessary. 

New character limits: 

  • Questions - 1,000
  • Answers - 500 

SR Intake Question Character Limitations

 

SR Intake: Completion page default message 

Some practices have been reluctant to use SR Intake as the default messaging shared with patients leads them to believe that they have been checked-in to an appointment. The practice of submitting a packet does not constitute whether a patient has been checked-in or not. This is especially true for practices that send the intake packet days before an appointment. 

With this release we’ve updated the default message on the intake completion page to “Thank you! We look forward to seeing you soon.” 

SR Intake Success Page

SR Intake: Provide name of packet on Patient profile forms tab 

Office staff need the ability to quickly see what packet was completed by the patient when looking at forms on the Profile page. This will reduce the number of clicks and ease the workflow when checking patients in to an appointment.

SR Intake Patient Profile


BUG FIXES


No bug fixes were released this week. 

SUMMARY 

In this release, we’ve focused on improving the customer experience by…

  • Fixing a bug that prevented practices from being able to edit the status bubble for appointments on the Schedule page. 
  • Fixing a bug that prevented Voice Reminders from being sent. 

PLATFORM UPDATES


No updates this week.

 

BUG FIXES


Unable to edit the appointment status bubble on the Schedule page

A bug prevented practices from editing the appointment status bubble on the Schedule. This bug has been corrected and the interactive editing buttons appear on all appointments on the Schedule. Users are now able to mark appointments to indicate when activities such as gathering insurance verification, patient intake, telehealth consent are completed, etc.

BugFix_Schedule_7-9

Voice calls not sending

A bug prevented Voice calls from triggering. Instead, an error message appeared in the schedule informing practices that they needed to collect patient device information. This error has been corrected. All customers are able to contact their Voice patients now.

SUMMARY


In this release, we’ve focused on improving the customer experience by…

  • Creating granular personnel permissions in SR Conversations
  • Fixing a bug in SR Pay that was causing the payment request amount to be $.01 less than the actual balance due.

PLATFORM UPDATES


SR Conversations: Create personnel permissions 

With the addition of SR Telehealth, it has become clear that not all users need the same level of access to SR Conversations. Many providers, for example, only need the ability to access the SR Telehealth waiting room in order to “pick up” their patients and initiate a telehealth session. With this new release Solutionreach Admins may grant users access to one, multiple, or all of the following SR Conversation features: 

  • SR Conversations
  • SR Telehealth 
  • SR Pay
  • SR Huddle

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BUG FIXES


SR Pay:  Dollar amount changes if ending in zero

A bug was causing the payment request to be $.01 less than the balance due. This issue has been corrected. 

SUMMARY

In this release, we’ve focused on improving the customer experience by…

  • Incorporating a step to link an SR Telehealth session with an appointment, provider, and patient in the SRT workflow 
  • Increasing SR Intake customizability by dividing demographic default templates into sections and by removing the requirement to include them in a packet.
  • Improving SR Intake Notifications so that up to 3 practice staff members can receive notifications alerting them that a patient has completed their intake forms. 
  • Improving the default Intake message sent when users send from the Action List, Schedule, or Patient Profile. 
  • Implementing a bug fix for template propagation in Practice Select.

PLATFORM UPDATES


SR Telehealth: Waiting Room v1.

When SR Telehealth was released, it was released as a minimal viable product. We wanted to get it into the hands of our customers so they could start providing services to their patients as quickly as possible. Now we are working toward evolving the SR Telehealth product so that it is scalable, more easily integrates into the overall practice workflow, and also has better reporting capabilities. 

In order to scale telehealth appointments/patient capacity, practices need a way to easily pass on SR Telehealth session URLs to each provider at the practice. 

SR Telehealth customers will now see a telehealth icon on the SR Conversation left navigation bar. Providers can easily navigate to SRC in the browser (not the SR Conversations mobile app) and look at the list of appointments and “pick up” the patient by clicking on the ‘Join’ button by their patient’s name. The waiting room displays the patient’s name, appointment time, and the provider’s name. The waiting room also lists the appointment in chronological order so it’s easy for providers to navigate and quickly find their assigned appointment. 

Office staff ‘sends’ a patient to the waiting room by clicking the SR “Telehealth Call” button and completing the prompts that appear in a window popup.  The prompts include assigning to the session an appointment or appointment time, the patient’s provider, and the patient (for households that share a single device). Both scheduled and on-demand appointments are facilitated by this same workflow. 

Here is what you need to know: 

  • The pop-up window will provide a list (up to 5) upcoming appointments for that device

    max 5 future appts
  • If there are not any upcoming appointments scheduled, the notification "No future appointments found" will be displayed.

    no future appts
  • An option for On-Demand Appointment is also provided
    • In the case of household with multiple patients, a drop-down will appear to allow users to pick from patients associated with the device and a place to enter a new patient name
    • Users can select date and time for the appointment - default is the date/time of creating the telehealth link

      appt date time picker
  • If the device is new, the warning "No future appointments found" is displayed and the On-Demand Appointment option is provided
  • User must pick either an upcoming appointment or On-Demand Appointment to proceed

walk-in On Demand

  • Cancel button - closes the model and no link is inserted
  • Insert Link button inserts the link into the message field
  • Video screen pops when Insert Link button is clicked 
  • If a user has clicked the button again within the day window, allow them to select different criteria
    • IF the same criteria are selected, provide the same link and notify them it is the same link
  • A telehealth tab is now available for the provider side of the “waiting room” with the upcoming appointments and a join button

SR Intake: Remove demographic requirements

SR Intake customers have a need for increased flexibility capabilities in order to customize the patient intake experience. With this release, we’ve improved SR Intake flexibility in two major ways. First, the Patient Demographics will not be required in a packet. Second, the Patient Demographics have been separated into three different sections so that practices can include only relevant sections in their packets. 

Here’s what you need to know...

  • The heading "Demographics" has been changed to "All Demographics"
  • Demographics default sections include:
    • Patient Information 
    • Insurance Information
    • Contact Information
  • IF ‘All Demographics’ is selected the three other sections autocheck
  • IF one section is removed, ‘All Demographics’ unchecks
  • The title on the Demographics tab has been changed from “Patient Information” to “Demographics Information”
  • The patient’s full name and birthdate is pulled from the Patient file and attached to the PDF
  • The Insurance toggle was removed from the demographics page
    • If accounts had the Insurance toggle off, the Insurance Information will be unchecked in their packets

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SR Intake: Add SR Intake to the Notification emails report 

SR Intake customers are now able to identify 3 practice staff members to receive SR Intake notification emails informing them that a patient has successfully completed an intake form. Currently, notifications are sent to the ‘Contact’ email, allowing only one email address to receive notifications. This update will allow a more consistent experience with Solutionreach notifications.

Intake-notifications-emails

Intake Completed

SR Platform: Update default Intake messages from Action List, Schedule, and Patient Profile 

The default Intake text message sent when a user sends from the Schedule, Patient Profile, or Action List has included the following improvements: 

  • Practice and phone tokens are both on separate lines for the text
  • Email button updated from "Check-In" to "Fill Out Forms"
  • Update default subject to: Time to fill out your paperwork

 

The new default wording includes: 

EMAIL: 

"Hello, $PATIENT_FIRSTNAME$,

Thanks for scheduling an appointment with $PRACTICE$. We want your paperwork to be as easy and painless as possible, so we've implemented a way to fill out those forms before you come. Simply click the button below:

[Fill Out Forms] 

No worries...it's private and secure. And by filling out these forms online, you’ll save time in the waiting room AND reduce the spread of germs (no more clipboards or pens!). 

We look forward to seeing you soon!

Sincerely,

$PRACTICE$"

TEXT: 

"$PATIENT_FIRSTNAME$, please complete your paperwork before your appointment by clicking $INTAKE_LINK$.

$PRACTICE$

$PHONE$"

 

BUG FIXES


Practice Select: Reminder propagation 

A bug prevented the practice select propagation tool from updating reminder templates correctly. This issue has been fixed. 

 

SUMMARY

In this release, we’ve focused on improving the customer experience adding hour options for Moving Date Range in Group criteria.

PLATFORM UPDATES


Pre-visit Instructions: Now attached to same-day reminders (Tyler Olpin) 

To ensure patients get critical information prior to an appointment, offices simply create a criteria group based on the newly added moving date range that now includes 1 - 24 hours as options. This is an important release as it allows offices to send links for things like telehealth on their hourly reminders and it creates a more consistent experience for same-day and scheduled appointments.* 

*Same-day appointments do need to sync between PM and Solutionreach platform. 

PVI_MovingDateRange

 

SUMMARY

In this release, we’ve focused on improving the customer experience by…

  • Adding a token for pre-visit instructions to Reminder emails so the instructions can be in the body of the email. 
  • Alphabetizing the Practice Select Users List and identifying Sub-Admin users. 
  • Stopping push notifications on the PatientReach mobile app in an effort to stop sending new traffic as it will be deprecated December 31, 2020. 

 

PLATFORM UPDATES


Pre-visit Instruction Token for Reminder Emails 

To ensure patients are able to see and understand pre-visit instructions, we have added a PVI token to the options in appointment reminder emails. This will allow customers to have pre-visit instructions in the body of the message instead of appended to the end. By including pre-visit instructions we increase the chances that the instructions will not be overlooked by patients. Note: if the token is not used, the pre-visit instructions will continue to be appended to the end of the email. 

token

 

custom template

system template

 

Alphabetize Practice Select Users list and identify Sub-Admin users 

Practice Select admins need to be able to quickly and easily determine who has and does not have access to their various Solutionreach offices. This is important for at least two reasons. First, admins need to ensure only current employees have access to the Solutionreach platform. By listing the names in alphabetical order admins can quickly identify those whose access needs to be removed. Second, admins need to be able to quickly identify who does and does not have sub-admin access. This is important for helping employees be productive. It allows admins to make sure others that should be sub-admins have access to all the tools they need to do their job well. 

 

PatientReach Mobile - Stop Apple Push Notifications 

Moving forward PatientReach mobile users will no longer be receiving Push Notifications on iOS devices. This will have a limited impact on customers as we only send on average less than 12 notifications per week. 

As shared in previous product updates, we are in the process of deprecating the PatientReach Mobile app. The full product itself won’t be deprecated until December 31, 2020.

SUMMARY

In this release, we’ve focused on improving the customer experience by…

  • Enhancing our ability to support third-party telehealth solutions by 
  1. creating new telehealth tokens linking from the Provider page 
  2. and adding telehealth tokens to pre-visit instructions 
  • Improving SR Conversations performance by prioritizing the sending of text SR Conversations messages and Hourly reminders above other messages to better support telehealth and more time sensitive communications.  
  • Fixing several bugs related to appAdmin, Practice Select, SR Intake, and SR Conversations

PLATFORM UPDATES


SR Telehealth Third-Party - Provide token for Telehealth link from Provider page

The ideal telehealth solution often depends on the type of appointment and specialty. This is one reason we as a company have decided to enhance our ability to support third-party telehealth solutions. 

Customers who purchase SR Telehealth Third-Party are now able to include the link to the telehealth appointment in reminders. This enables customers to remind the patient of their appointment and provide access to the telehealth link at the same time. This is especially useful for customers with more than one provider. 

Here’s what you need to know…

  • The option is only available for those if "Show Telehealth Third-Party" is enabled in appAdmin 
  • Customers are able to add a URL for their third-party telehealth solution in the Telehealth URL field on the provider edit page
  • The telehealth link is populated by the token $TELEHEALTH_URL$ found on Pre-Visit Instructions
  • The URL is pushed to patients through email and text
  • URL is auto shortened for text messages to improve deliverability 
  • The shortened URL appears in the preview with text URL label

SR Telehealth Third-Party - Allow tokens in Pre-visit instructions

Customers need the ability to quickly and easily set-up pre-visit instructions for all providers accepting telehealth appointments. To do this, they need the ability to use telehealth related tokens within pre-visit instructions 

Here’s what you need to know...

  • Tokens available are:
    • $TELEHEALTH_URL$
    • $PROVIDER$
    • $LOCATION$
    • $PATIENT_FIRSTNAME$
  • The Telehealth URL token option only appears if at least one provider has a URL added in the "Telehealth URL" field on the provider page and the feature is flagged in appAdmin
  • If the criteria selected include a provider that doesn't have a Telehealth URL provide the warning "One or more of the providers selected do not have a Telehealth URL attached to their provider profile. Please update the provider’s Telehealth URL field or the token will result in no URL sending for messages that are connected to that provider" is displayed.
  • The Telehealth_URL token pulls the URL for the appointment provider
  • The provider token shows the provider for that appt
  • The location token shows the location for that appt
  • The patient name is the name of the patient for that appt
  • For household messages, show ALL matching instructions as individual instructions if $PATIENT_FIRSTNAME$ token is included in Pre-Visit Instruction

SR Conversations - Messages priority

SR Conversations messages and Hourly reminders are now prioritized over other messages sent from the SR Platform. This is significant as text messages sent between patients and the office and Hourly reminders are more timely/urgent than other messages like Group messages. For example, instructions for a telehealth appointment sent 15 minutes before an appointment is more time-sensitive than a group message with general information. This improvement will help boost confidence in SR Platforms’ ability to get the right message to the patient at the right time.

 

BUG FIXES


Practice Select -  Marking conversations unread routes away from viewedSubscriber

When a Practice Select user marked a conversation as unread, a bug caused the page to navigate to the “No practice selected” page. This issue has been corrected and now users who mark a message as unread and the view will stay on that location. 

SR Intake - QR code shows invalid

A bug in SR Intake was causing offices who use the QR code feature to generate SR Intake forms to generate a PIN multiple times before it would work. This issue has been resolved and Intake QR codes should only need to be generated once for the patient. 

SR Conversations - Conversations history won't load if there's an "unread" thread without a conversational message 

Conversations without a “last conversational message” marked as unread were causing an error that prevented subscriber’s Conversations’ history from loading. This error has been corrected and Conversations history are always available. 

There are no SR Platform releases this week. 

PLATFORM SUMMARY

In this release, we’ve focused on improving the customer experience by…

  • Building in a series of warnings to help SR Telehealth users understand when system components are not detected or do not meet video requirements 
  • Creating the ability to collect the user’s role in the practice at account creation
  • Updating the Smart Reviews six or lower flow to no longer include Facebook and change the Google icon to linked text
  • Fixing two bugs, one related to sending SR Intake forms through SR Conversations and another related to the terms of service agreement experience. 

PLATFORM UPDATES


Platform -  Add Staff Positions to Personnel Accounts

Personalized logins are important for two primary reasons. First, they reduce security risks around shared logins. Second, by indicating the role they have in the organization, marketing can better tailor the customer marketing materials so they can be more valuable and impactful. Note: We are not requiring customers to create new logins. However, for new customers, we are asking that they create separate logins for these users with their appropriate role. 

Here is a summary of how personalized logins reduce the following risks:

  • Data Breach. If personnel leave the practice and the shared login username or password is not updated, the practice may be responsible if unauthorized people access their patients’ data. 
  • Credential Stuffing. Many people use the same credentials to log in to different platforms. If login info is stolen, hackers can attempt to use that information to gain access to additional systems.
  • Temporary Lock Out. The subscriber admin could be temporarily locked out of the account if another user unexpectedly changes the login information or makes too many failed login attempts. 

SR Telehealth - System Warnings

SR Telehealth users need to be alerted and provided helpful information when their system doesn’t meet the requirements for video calls. This week we are enhancing the user experience for both provider and patient by creating warning messages to appear for the following scenarios. 

    • No mic and/or camera is detected 
      • "The video call is unable to be completed on this device due to unsupported features: no camera & no microphone. Please update your settings if you denied permission or try another device with these features."

permissions blocked (2)
    • No mic is detected
      • "The video call is unable to be completed on this device due to unsupported microphone options. Please update your settings if you denied permission or try another device with this feature."
        no microphone (1)
    • Browser is not supported 
      • "This browser is not supported, please use a browser that is supported: Chrome, Firefox, Safari, Edge, or Samsung"
        unsupported browser (wide) (1)
        unsupported browser (narrow) (1)

    SR Smart Reviews - NPS Six or Lower Flow     

    Up until now, when patients submit an NPS of six or lower we displayed the option to leave a review on Facebook. Because Facebook does not require all reviews to be given the option to be posted on Facebook, we have updated the current flow. Moving forward NPS submissions of 6 or lower the option for patients to post a review to Facebook will be withheld. 

    Google, however, does requires that all reviews be given the option of being posted to Google. We have also updated the Google icon to linked text.

     

    BUG FIXES


    SR Conversations and SR Intake - Patients Disabled Numbers    

    A bug was recently discovered that prevented offices from seeing whether or not a phone number was actually disabled for SR Intake. As a result, practices were attempting to send packets to these patients but patients were left with an error message when entering their birthdate and address. 

    The option to send an SR Intake packet through SR Conversations is now faded out for patients with a disabled device connected to their profile. Other patients with the same device number may receive an intake packet if the same device is not disabled for them. 

     

    Practice Select - Terms of Service Agreement 

    All users must accept the terms of service required for all personnel at first login. A bug has been resolved that required users to accept the terms of service at every login.  

     

    SUMMARY

    In this release, we’ve focused on improving the customer experience by…

    • Fixing a bug preventing new pre-visit instructions from being created for some practice locations with disabled providers. 
    • Fixing a bug that caused SR Intake Conversations template to show up for customers without an SR Intake account.

    BUG FIXES


    SR Conversations - “Intake Request” message template appears to be enabled for all subscribers

    SR Conversations has a quick message or template for staff to easily and conveniently send SR Intake forms patients. However, a bug was displaying this option as available to all subscribers, even those practices who have not signed up for SR Intake. This issue has been resolved and the “Intake Request” quick message/template is now only viewable to those customers who have purchased SR Intake. 

    Platform - Unable to Make New Pre-Visit Instructions

    A bug has prevented some practices from creating new pre-visit instructions. This bug has been corrected and all practices are now able to create new pre-visit instructions. 

    SUMMARY

    In this release, we’ve focused on improving the customer experience by…

    • Enabling SR Telehealth participants to pin the video screen in the event there are more than 2 people in a single telehealth session. 
    • Alphabetizing the personnel user list and indicating who does and does not have admin permissions.
    • Showing previsit instructions for all the patients connected to a household message

    PLATFORM UPDATES


    SR Telehealth: Ability to pin video screen in sessions with more than 2 participants. 

    There are important use cases or scenarios that require more than 2 people on an SR Telehealth session including group therapy sessions, sessions with American Sign Language (ASL) interpreters, sessions that require a specialist in addition to the general provider, and so on.  In these instances, it is important for those on the call to be able to “pin” or indicate which individual should occupy the main video window on their device’s screen. Users are now able to do this by simply clicking on the smaller video feed in the upper right corner and it will become the main video. 

    Platform: Alphabetize user list and indicate admin permissions  

    Admins need to be able to quickly and easily determine who has and does not have access to the Solutionreach platform. This is important for at least two reasons. First, admins need to ensure only current employees have access to the Solutionreach platform. By listing the names in alphabetical order admins can quickly identify those whose access needs to be removed. Second, admins need to be able to quickly identify who does and does not have admin access. This is important for helping employees be productive. It allows admins to make sure others that should be admins have access to all the tools they need to do their job well. 

    Platform: Pre-visit Instructions household reminders

    Currently the head of the household only receives one pre-visit instruction regardless of the number of appointments that may be scheduled on a single day. However, the pre-visit instructions could be potentially different from one patient to the next. With this feature release the head of the household will be sent pre-visit instructions for all individuals associated in their household. 

    BUG FIXES


    SR Platform - Unable to view the Schedules tab in Recall

    A bug prevented a few practices from viewing and modifying the Schedules tab in Recall. This bug has been resolved.

    SR Conversations - Selecting SRSR Link Option Blocks Sending

    A bug prevented SR Smart Review templates from sending within SR Conversations. This error has now been corrected. 

    SUMMARY

    In this release, we’ve focused on improving the customer experience by…

    • Launching SR Telehealth
    • Creating the ability to assign pre-visit instructions by appointment reminder type
    • And fixing a couple of SR Conversations bugs

    PLATFORM UPDATES


    SR Telehealth: Connect to Tokbox within SR Conversations

    Practices are now able to launch a telehealth video solution from SR Conversations. 

    Feature highlights include: 

    • Encrypted video solution for HIPAA compliance
    • High-definition video 640 X 380 and 30fps (video quality is dependent on user’s device)
    • Basic video controls include Mute Mic, Disable Camera, Settings, End Call. 
    • Settings includes the menu for choosing the camera and microphone for devices with multiple options
    • Video supports multiple participants such as family members, specialists, or language translators. 
    • Participants can quickly and easily end the video chat by selecting the  "End Call" button.
    • When the provider ends the session the patient sees a screen that says "This call has ended."
    • To enable SR Telehealth, customers must contact support to activate it from the appAdmin Telehealth Video toggle

    Platform: Assign pre-visit instruction by reminder type 

    Providers need the ability to assign specific pre-visit instructions based on the reminder type. This is essential for getting the right information to the patient at the right time. This is especially important for practices using third-party telehealth tools who use pre-visit instructions to send the telehealth appointment URL. 

    • Appointment type options include: Immediate, Weekly, Daily, or Hourly on Previsit building modal
    • Users are able to assign pre-visit instructions to one or more appointment reminder type: Immediate, Weekly, Daily, or Hourly
    • For a smooth transition, all active (or current) previsit instructions are assigned to the message type(s) that currently have pre-visit enabled
    • Simply navigate to the Delivery Settings page and untoggle the checkmark to enable the reminder by appointment type
    • We also removed the restrictions in place for using the same group and provider combo as we recognize the same group may be needed for pre-visit instructions for different reminder types

    BUG FIXES


    SR Conversations: SR Smart Review template not sending

    A bug was preventing practices from sending SR Smart Review invitations from SR Conversations. This issue has been corrected. 

    SR Conversations: Multi-location 

    Some SR Conversations multi-location groups saw an error alert informing them their Conversation account was not active. This issue was related to the main account not having a provisioned number and has been corrected. 

     

    SUMMARY

    In this release, we’ve focused on improving the customer experience by…

    • Making it possible for customers to block all scheduled reminders for a day with a single click
    • Significantly improving the data available in the Practice Select Device Statistics report
    • Adding more automation around missed appointment settings for Practice Select customers 
    • And fixing four bugs in SR Conversations and SR Intake 

    PLATFORM UPDATES


    Platform: Block all scheduled reminders for a day with one click

    Up until now the process for blocking and unblocking schedule reminder messages a day at a time was tedious. Customers had to go through each appointment individually. In this release, we’ve made life easier for our customers by adding the functionality to block and unblock reminders a day or days at a time. This will be especially valuable during COVID-19 and the risk of having to close the office in the event the spread of the virus peaks once again. 

    To block or unblock appointment reminder messages, simply click on the “Expand all” header and click “Block All Reminders.” Once clicked, the scheduled message status will change between “Scheduled” to “Blocked”.  

    Additional notes: 

    • If at least one message is not blocked, the setting is "Block All Reminders"
    • No option is presented if messages have passed the send time
    • If the schedule is filtered by provider, location, confirmation status, and/or time it will only block/unblock those messages
    • This is also available on multi-day view 


    Practice Select Reports: Device Statistics

    The value SRP can drive for customers is limited by incomplete or inaccurate patient data around emails, cell phones, etc. Up until now, the reporting around patient data in Practice Select has been incomplete at best and inaccurate at worst. The device statistics report now displays clear and accurate data for customers. Specifically, they are now able to see…

    • How many patients I have pulling into SR
    • How many patients I can reach
    • How many patients I can't reach
    • How many reachable and unreachable cell phones
    • How many reachable and unreachable emails
    • How many reachable and unreachable landlines
    • How many devices have been opted out of messages

    This is a big win for both customers and SRP as customers may now implement and track intervention measures to update emails, landline numbers or cell phone data. 

    Practice Select: Add missed appointment settings automation

    We recently released the ability to have a second missed appointment message. Up until now, Practice Select customers had to set that new missed appointment delivery settings for each individual account. This quickly becomes complicated and time-intensive to set up for organizations with many locations. This release now makes it possible to set the missed appointment delivery setting at the Practice Select level and then propagate these settings down to the individual location level. This is a big win for both customers and the enterprise and multi-location teams. By adding this level of automation we save customers and ourselves valuable time.

    BUG FIXES


    SR Conversations - "Payment Request" displaying for all customers

    SR Pay customers have the ability to send payment requests using Conversations. However, a bug was making this feature available to all customers. This bug has been corrected. 

    SR Conversations - Message history 

    Last week when we created the ability to list the head of household as the SR Conversation display name, a bug was inadvertently created. The conversation thread or history temporarily disappeared. This bug has been corrected and the conversation thread is now viewable. 

    SR Intake - Validate Intake Form can convert to PDF when saving

    Currently, there are two problems where the Intake Form won't convert to a PDF. One is the XSLT transformation doesn't like a particular HTML tag even though it is valid. The second is there is a Unicode character invalid for XML. If either of these occur we will now provide a warning to the user that the PDF will not display and the errors need to be corrected before saving.

    SR Intake -Display PDF even when the Forms cannot be converted to a PDF

    For clients that have the above errors in their active Intake forms, we will still display their form; however, it cannot convert to a PDF for saving. Before they wouldn’t be able to even view the PDF. They will need to recreate the forms without errors if they would like to save the PDF.

    SUMMARY

    In this release, we’ve focused on improving the customer experience by…

    • Creating the ability to send group messages from the schedule page
    • Releasing enhancements around practice select reports to add clarity around the data within the reports 
    • Displaying the name of the head of the household on SR Conversations 
    • Removing the red dot from SR Conversations after a conversation has been flagged
    • Fixing a bug that prevented offices from editing pre-visit instructions by provider after creation. 

    PLATFORM UPDATES


    Messages: Send group messages from the schedule page

    Customers are actively building business continuity plans. To empower customers to quickly cancel appointments in the event of an emergency or bad weather, we created the functionality to send group messages directly from the Schedule page within Solutionreach. 

    In order to help practices identify groups of appointments to cancel we’ve added a new time range filter when viewing the schedule for a single day. Practices can select a time range along with using the provider, location, and confirmation status filters, and create a group message targeting these patients. Practices can also send messages to multiple days of appointments at once; however they lose the time filter. But that’s not all, practices also have the ability to individually select/deselect users to send a group message to - by default all patients are selected. 

    Practice Select: Clarify practice select NPS Score Report is for Survey NPS

    The naming convention around the NPS Post-appointment Survey Report for practice select (multi-location) organizations has been confusing and misleading for customers using Smart Reviews. Customers open the report titled NPS Score Report and assume they are viewing a Smart Reviews report when they are actually reviewing survey response data. To reduce confusion,  the name of the report has been updated from “NPS Score Report” to “Post-appointment Survey NPS Report." The description has also been updated with the following: "Monitor patient satisfaction with Net Promoter Scores collected via the Post-appointment Surveys. Time frame: Last month and cumulative by practice.

    Practice Select: New name for SR Schedule Appointment Requests report

    The title of the SR Schedule Appointment Requests report does not clearly reflect the information within the report. To add more clarity for our customers,  we have renamed the report  "SR Schedule Appointment Requests Summary" to better reflect the report contents. 

    Practice Select: Update Message Type Fields to Immediate, Weekly, Daily, Hourly, or Voice in Practice Select Reports

    Enterprise customers need the ability to determine how well their message settings are performing. For this purpose, we have added the reminder “type” (Immediate, Weekly, Daily, Hourly, or Voice) to reports. Additionally, we have also improved the naming convention around Messages to reflect the source of the data. In this case, that means adding “Email” to the column headers for Message Opened, Message Opened Date/Time, Message

    The following reports have been updated: 

    • Reminder Messages Sent by Date 
    • Messages Sent by Appointment

    SR Conversations: Household patient display name

    When a device is attached to multiple patients, the SR Conversation card now displays the Head of the Household’s name as the point of contact. If the device does not have a HOH attached, it will then default to the eldest patient attached to the device as the point of contact. This is important because previously, names were listed in alphabetical order. As a result, the names of minors were showing up on SR Conversations instead of the parents. Now, staff have a better idea of who they are communicating with. If neither of these is accurate, the office can manually assign the device to a patient. 

    Note: The manual changes will reflect for additional Conversations users upon their next login. 

    SR Conversations: Red dot removed from "Flagged" and "New Patients"

    Previously the red dot was showing when a message had been flagged or wasn’t a device saved to a patient within Solutionreach. We found that the number indicator was sufficient and users didn’t need the notification dot to determine when messages were in these filters and they expected that it meant there was an unread message. The red dot functionality has been updated to only show for new messages. 

     

    BUG FIXES


    Pre-Visit Instructions - Editing Message Removes Specific Provider

    Practices editing Pre-Visit Instructions that were set up by the provider caused the provider selection to change to the default All Providers. This has been resolved and Pre-visit instructions will keep the provider selected originally. 



    SUMMARY

    In this release we’ve focused on empowering our customers during the COVID-19 pandemic. Feature enhancements include... 

    • Creating functionality that allows users to enable and disable Appointment Reminders.
    • Building functionality around customizing pre-visit instructions by provider to better support telehealth visits.
    • Creating Group Messaging templates around closing and reopening the practice in the event of an emergency. 
    • Displaying a warning window for patients who attempt to use an SR Schedule direct link that has been deactivated.
    • Identifying and correcting inefficiencies around Newsletter coding resulting in an increase in Newsletter capacity.
    • Building a default SR Intake COVID-19 Pre-Screening Questionnaire
    • And fixing a bug in group messages that was limiting messages to 1,050 characters instead of 2,000. 

    ...But that’s not all, we also snuck in one additional non-covid feature enhancement...

    We’ve released the #1 feature request for Smart Reviews, the ability to send a Smart Review invite to any patient at any time! 

    PLATFORM UPDATES


    Appointment Reminders: User ability to enable/disable 

    Users now have the ability to quickly turn off email and text appointment reminder messages at their own discretion in the event of an emergency or incorrect data. This is critical for practices creating disaster recovery plans and for reducing patient confusion. 

    To enable/disable email and text Appointment Reminders users simply navigate to the Delivery Settings to toggle the feature on or off. In an effort to reduce the risk of a user accidentally deactivating or activating Appointment Reminders, a warning message will appear for the user to confirm the action. 

    Additional highlights: 

    • This feature is available to users who have permission to edit Delivery Settings.
    • The "Reminder Messages" option in appAdmin has been renamed to "Email and Text Reminder Messages" for clarification purposes and will reflect the status in the platform. 
    • This setting does not impact Voice Reminders (see Voice Settings); however, a link is provided for the user to easily navigate to the Voice Settings.  
    • A notice appears on the Schedule page reminding users that the Appointment Reminders are inactive and how to reactivate these messages. 
    • Within the Delivery Settings, the Email and Text Reminder Messages toggle is red when disabled clearly identifying the status.
    • By turning off Appointment Reminders, Missed Appointment Messages and Post Appointment Messages are also deactivated. 
    • Users will still be able to review Schedule to look up appointments and when reminders are scheduled to be sent, but messages will show “reminder disabled” at trigger.  
    • Note: This feature is not yet available for Practice Select Customers. 

    Pre-Visit Instruction: Appointment provider option

    Practices now have the ability to customize pre-visit instructions by provider. This is a significant release as it enables offices to more easily facilitate telehealth appointments by sending the telehealth link in the pre-visit instruction email. Practices simply insert the provider’s telehealth link to be included in the pre-visit instructions for the specific provider and the appointment type group for telehealth. BONUS: This feature release also makes it possible for providers to have different cancellation policies or instructions. 

    Group Messaging: Open and Closed Templates 

    In the cases of a pandemic, severe weather conditions or other emergency, practices need the ability to easily close temporarily and reopen the practice. With this new feature release, practices may use predesigned group templates to help them inform patients quickly and easily. Both the Closed and Open messages are available in email and text. 

    Do note that in instances where the practice name is lengthy, they will need to edit the message, otherwise the error will be displayed upon preview and will not allow the user to send. 

    The template messaging is by design, generic. The reason for this is to ensure customers have a resource to use in the event of future emergencies once the COVID-19 Pandemic ends. 

    SR Schedule: Display a warning window to patients when SR Schedule is disabled 

    Offices that have disabled SR Schedule now show a window warning to patients who have used the direct link informing them that the practice is not currently accepting online requests. The warning window cannot be closed and patients cannot submit an appointment request. Note: If customers use the website link provided within the SR Schedule settings or Recall messages, the patient is taken to the microsite upon clicking that URL.

    Newsletters: Increase performance efficiency 

    Engineering discovered some inefficiencies slowing Newsletter performance. They have been corrected and Newsletters are now able to send more newsletters while maintaining the same computing resources. 

    This is a huge win. Over the last 2 weeks Messaging surged, tripling at its peak, as providers are communicating vital practice updates and sharing COVID-19 preventative material. 

    SR Conversations: Smart Review Template (#1 SR Smart Review Feature Request!)

    Use SR Conversations to send a Smart Review invitation to any patient at any time. To help practices from accidentally spamming users, this feature posts the timestamp of when the last invitation was sent AND actually prevents an invitation from being sent more than once in a 24 hour period. The option to send the invitation simply grays out and will not activate until the 24 hour hold has passed. While this template is now available in both English and Spanish, the experience in SR Smart Reviews is still limited to English. 

    Other highlights include: 

    • Messages are also shown in Patient Message History within appSubscriber
    • Invite may still be sent from the Action List or the Smart Review app
    • The message appears in the message history within Conversations
    • The template only appears if the office has Smart Reviews and Conversations

    SR Intake: COVID-19 Pre-screening questionnaire 

    All SR-Intake customers now have access to the COVID-19 Pre-screening Questionnaire. For practices that are currently open, this is critical for preventing the spread of COVID-19 and for saving staff and patients time. It is also a critical component for practices looking to create an entirely virtual experience for their patients. 

    BUG FIXES


    Group Messaging: Email character limitation correction (now 2,000)

    SR Group emails were being cut off at the 1,050 character limit, not 2000 as the template was displaying. This issue has been resolved and group email messages can now use up to 2000 characters. This is especially important now as practices are trying to provide important instructions and communications around COVID. 

    THERE ARE NO SRP UPDATES FOR FEB 6, 2020 

    SUMMARY

    In this release we’ve focused on improving the customer experience by: 

    • making it easier for the practice to be notified when a patient cancels an appointment via email.

    • making it possible for SR Schedule customers to require returning patients to re-submit information for verification purposes. 

    • and we’ve fixed three bugs around Recall throttle, Manual Missed Appointment emails, and Automated Smart Reviews run times. 

     

    RELEASES


    Record Appointment Cancel Request from Email Token 

    When a patient cancels an appointment by clicking on the cancel token in an email reminder, they are taken to a cancellation verification page. The cancel verification page provides two options, a “Yes, Cancel Appointment” button and a “No, please keep my appointment” link. 

    • Patients selecting “Yes, Cancel Appointment" are taken directly to the cancellation landing page where we display the cancellation/reschedule auto-response and reschedule button if the client has SR Schedule.

    • Patients selecting "No, please keep my appointment" are taken to a confirmation landing page and their appointment is confirmed.  

    When the patient selects “Yes, Cancel Appointment” the practice is notified by the mediums they have chosen ie: email notifications and SR Notify. 

    By recording email cancellation requests, SR customers now have even more insight into which patients will keep their appointments and which ones won’t so that they can keep their schedules full. 

    SR Schedule Returning Patients - Required Information 

    Practices now have the option of requiring returning patients to provide information collected via the SR Schedule form for verification purposes, including email and phone number. Patients are presented with a single screen to fill out required information and the information is sent through SR Notify. Practices are able to set information requests as Do Not Require, Require for New Patients, and Require for All Patients. 


    *this is a mock-up, not the final design

    This new feature gives SR customers more clarity and control over how their schedules get filled and by which patients...making them more efficient so they can provide better care and prioritize patients with specific needs. 

    BUG FIXES


     

    Recall Deactivation when Throttle is Changed

    On the Schedules page, under the Recall tab, the Scheduled Recall status changed from “Deactivate” to “Activate” when the “Recall Message Throttle” was edited. Users then had to reactive the Scheduled Recall. This bug has been fixed so that the status of the Scheduled Recall is not affected when the Throttle is adjusted. 

    Manual Missed Appointment Emails

    Email messages for customers using the Manual and Automated Missed Appointments were being sent but not delivered to patients. The bug has been corrected and patients are now receiving email and text messages sent from the Missed Appointment features. 

    Automated Smart Review

    The Automated Smart Review Job was running twice. We have corrected this issue so it runs only one time and have rescheduled the run time for 2:00 am MST, a timeframe within the TCPA rules.

     

    PLATFORM UPDATES


     

    Email Notifications for Cancel/Reschedule Responses 

    A practice can currently be notified of patients requesting to cancel or reschedule their appointment via SR Notify. Now when a patient responds with a cancellation trigger word (ex: “cancel” “no” or “n”) or a reschedule trigger word (ex: “reschedule” or “r”) the office can get notified via email (whether they have SR Notify or not!)

    For PM/EHRs that are set up for appointment cancellation writebacks, this information is stored in the PM as well! 

    Please note: this feature is available whether or not they have the Cancel/Reschedule auto-response activated.

    The office can also set up several email addresses to receive the notification in order to ensure someone on the staff is there to help. 

     

    This enhancement gives the practice the ability to be aware and proactive with patients that request to cancel or reschedule to keep their schedules full. 

    Cancellation/Reschedule Auto-Response FAQ

    Breakdown of Types of Recall Messages Set to Send  

    Previously, customers have only been able to see one number of messages sending in the next batch. See below: 

    This enhancement breaks down the types of messages by Voice Messages vs Email and Text Messages. Customers can now better monitor the messages that are getting sent out.  

    New Practice Select Report: Reminder Messages Sent by Date

    In our ongoing effort to show customers how Solutionreach is helping their business, we have added a new report for Practice Select customers showing the number of reminder messages sent by date...including the ability to modify the locations and date range.

    BUG FIXES


     

    Verification with email message edit

    When editing the email message in a reminder, it asks to have the message verified even if the template is already verified and the Text Message content did not change. This prompt will not show up now when editing the email portion of the template.   

     

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