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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. 




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.


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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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. 


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.


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 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: 



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!




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





Practice Select: Reminder propagation 

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



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


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. 




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. 



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. 



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.


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


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:
    • $PROVIDER$
    • $LOCATION$
  • 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.



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. 


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 -  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.



    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.  



    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.


    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. 


    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


    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. 


    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. 


    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


    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


    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. 



    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: 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.


    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.


    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. 


    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. 



    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. 


    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! 


    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. 


    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. 



    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. 



    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. 



    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.




    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.



    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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