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TDO SMS Overview

Video Overview

 

Users of TDO 12.348 and above can have users reply to SMS messages to confirm or reschedule appointments. See this article for more information.

 

1 INTRODUCTION

This document presents all necessary information to send an SMS via TDO. With TDO-SMS you can, for example, send text messages to a single phone, to multiple phones, and even create message templates using tokens just like in the letter’s module. The possible recipients of SMS are represented by specific roles present in TDO as listed below:

  • Patients: represent all patients registered in TDO.
  • Doctors: doctors registered in TDO as a doctor in the practice (Program Setup > Edit Doctor Information)
  • Referring Doctors: The TDO-SMS considers Referring Doctors all doctors registered in TDO (Doctors > Referring Doctors) with the option “Referring” or “Both” option selected.
  • General Doctors: TDO-SMS considers General Doctors all doctors registered in TDO (Doctors > General Doctors) with the option “General” or “Both” option selected.
  • Other Doctors: The TDO-SMS considers Other Doctors all doctors registered in TDO (Doctors > Referring Doctors) with the option “Referring” or “Both” option, same to Referring Doctors.
  • Staff: can be anyone registered in TDO in the menu Administrative à Employee Information.
  • Single Phone: TDO-SMS allows you to send a message to a specific number not necessarily associated to one of the roles.

Before sending a text message, TDO must be correctly configured. Instructions on how to setup TDO to send SMS messages are described in this document.

This article is structured as follows:

Requirements and Configuration chapter presents necessary instructions to setup TDO to send SMS 

Send Message Form chapter explains how to send a single SMS, multiple SMS and how to store templates and use these templates

Restrictions to Send SMS Message chapter brings some troubleshooting information.

2 REQUIREMENTS AND REGISTRATION

2.1 Registering for TDO-SMS Service

 In order to send an SMS through TDO, please contact TDO Technical Support and request for the TDO-SMS Service

2.2 TDO-SMS Fees 

You will receive a bill from TDO on a quarterly basis.  The rate is $0.06 a message for US messages and $0.15 for International users.

3. CONFIGURATION 

 

Entering TDO-SMS Authentication Information in TDO

The first step is to log into TDO using an account with Full Access privileges. Once logged in, open the  Edit Doctor Information menu (v11: Administrative > Edit Doctor Information; v12: Setup > Site Configuration > Edit Doctor Information). You may either have one TDO-SMS account for the entire office or one account per doctor. For each doctor that registered for the service fill out each particular TDO-SMS Login (SMS Login field), SMS Password (SMS Password field) and TDO4Endo.com user (TDO4Endo.com User field), as shows in Figure 1. If you chose to have one account for the entire office even if you have multiple doctors you just need to fill out this information for one doctor.  The SMS Login and SMS Password is your TDO4Endo.com Username and Password. 

Figure 1 - Doctor Configurations

 

 

Configuring TDO-SMS Privileges

The next step is to decide who will have permission in TDO to send SMS messages. By default, only TDO user accounts with full access privilege can send SMS messages.

If you would like staff members to have permission to send SMS messages you must perform the following actions.

 

1. Go to Administrative > Edit Control Table menu option and select the tab Application Setting. Look for the SMS Staff option. To enable staff members to send SMS messages, check the option “Allow Staff group to send SMS” under the “SMS Staff” option.

 

 

Figure 2 - Enabling TDO-SMS to staff members

 

Enabling Roles to Receive SMS Messages

 

Combined with the TDO-SMS feature, each role in TDO now has an option that can be used to indicate if the person wants to receive SMS messages/reminders or not. By default, all contacts (patients, doctors, staff members and referring/general doctors) are set to not receive messages. For the messages to be sent to anyone, an option needs to be checked in TDO. The objective is to avoid messages being sent to someone that does not want to receive them.

 

To make sure a person is capable of receiving SMS message please go to that person’s role form and check the Allow SMS option. Below is a list of areas for each role:

 

  • For the Referring Doctors, General Doctors and Other Doctors roles go to Doctors à Referring Doctors menu and select the “Send SMS” (Figure 3).

  • To enable the doctors of the practice to receive SMS message you must go to the Administrative àEdit Doctor Information and check the “Send SMS” option (Figure 5).

  • To enable a patient to receive SMS messages and reminders, go to the main patient form on the main page and select the “Send SMS” option (Figure 6).

  • To enable office staff to receive SMS messages go to the form located in Administrative à Employee and select the option “Send SMS” (Figure 7).

 

Each person that will be receiving the SMS message must have a valid mobile (including area code) and must have the SMS service enabled in his or her cell phone (usually that is set by default in the carrier). Figure 3presents a referring doctor that is capable of receiving SMS. Figure 4presents a doctor that is not able to receive SMS.

 

Figure 3 - Referring Doctor that allows SMS

 

Figure 4 - Referring Doctor that does NOT allow SMS

 

 

Figure 5 – Send SMS option in doctor’s form

 

 

Figure 6 – Send SMS option in patient’s form

 

 

 

Figure 7 - Send SMS option in staff’s form

 

SENDING SMS – MESSAGE FORM 

To send an SMS, go to the Front Desk Menu, select the TDO Text Message menu item, then the Send TDO Text Message. Figure 8 presents the Send Message form.

 

 

 

Figure 8 – The Send Message Form

 

 

First you must select the doctor who is sending the text message. Only doctors correctly configured in the Requirements and Configuration chapter will be listed in the “Doctor SMS Account” drop down. The Send Message form will not open if none of the doctors are configured to use the SMS services.

 

On the bottom of the form the number of credits for the selected doctor is displayed.

 

Next you must select the recipient of the message. You have the option to send a message to a single or to multiple recipients.

 

Single Message Option

 

The single message sends an SMS to a mobile phone that is not necessarily registered in TDO. By selecting the Single Message option, the “Mobile Phone” field becomes visible so you can input the phone number. Enter the mobile phone number including the area code, entre the message and press the Send button. The message will be sent to the TDO-SMS servers to be delivered to the user.

 

Multiple Message Option

 

The Multiple Message option sends a SMS messages to one or more recipients registered in TDO. Once you select the Multiple Messages option all the controls in the “Multiple Recipients” area in the form become enabled except for the Start and End Dates. These specific controls become enabled based on the Date Filter selected, No Filter, Appointment Filter or Birthday filter, which will be explained later.

 

First, select the roles that will receive the SMS: Doctors, Patients, Staff, Referring Doctors, General Doctors and Other Doctors are all the roles that TDO-SMS recognizes.

 

The second step is to select the Filter Type. The filter is used to select the recipients of the messages based on specific criteria. You may select the “No Filter”, “BirthDate” or “Appointment” filters Type.

 

v  If you select “No Filter”, the search result will return all records that match the roles selected in the “Target Roles”. For example, if you select “No Filter” and check the “Patients” role, all patients with a mobile phone number that have opted to receive SMS messages will appear in the result area. Figure 9 shows an example of a search for the Patients and for the Doctors role;

 

v  If you select the “BirthDate” filter type, the search result will return all records from the roles selected in the “Target Roles” whose birthdates are within the Start and End Date. If the role has no birthday, it will not appear in the search result. Figure 10 shows an example of a search for the Patients, Doctors and Referring Doctors roles with birthdates between 04/01/2008 and 08/31/2008.

 

v  If you select the “Appointment” filter type, the search result will return all records from the roles selected in the “Target Roles” that are associated to an appointment that falls within the Start and End Date defined. For example, the “Patient1”’s referring doctor is “ReferringSMS Doctor”. If there’s an appointment for “Patient1” scheduled to happen on 06/01/2008 and assigned to doctor “Doctor1”, the search result will return the “Patient1” (the patient of the appointment), “Doctor1” (the Doctor of the appointment), and the “ReferringSMS Doctor” (the referring doctor of the Patient1). No “Staff” entries are returned as a result of a filter based on appointment. Assuming you want to send reminders to your patients only, select only the Patient checkbox, select the “Appointment” filter type and select the range of the dates (ex: for all appointments that will happen next week select the first working day of the week in Start Date and the last working day of the week in End Date – all patients that with appointments in the specified dates and that had opt to receive SMS reminders will be listed). Figure 11 shows the example of the search for Patient1.

 

 

Figure 9 - Search Patients and Doctors with No Filter Type

 

 

Figure 10 - Search for Patients, Doctors and Referring Doctors with BirthDate Filter Type

 

Figure 11 - Search for Patients, Doctors, Referring Doctors and General Doctors with Appointment Filter Type

 

In the search results, you can select the contacts that will receive the messages by checking the option “Send SMS?”. In the example above, the “GeneralSMS Doctor” entry would not receive the message.

After doing the search and selecting the records that will receive the messages, you need to write the message or select a predefined message. The following section 3.3 SMS Message Body guides you on how to write the message body or select a pre-defined message.

 

SMS Message Body

 

You can set the Message Body using two options: by writing the message directly in the “Message” field or by selecting a Predefined message. Predefined messages are like letters template. They are stored in TDO so you do not have to retype messages you send frequently (ex: patient appointment reminders).

 

In both cases, you can select tokens to be used in the message. The tokens in TDO-SMS work just like the tokens in the letters module – when the message is sent the tokens get replaced by actual values from TDO records. This allows you, for example, to send the proper appointment information to multiple patients at once.

 

The tokens available in TDO-SMS are listed below:

a)   DOCTOR TOKENS:

  • <<DoctorFullName>>: this token is replace by the field “Full Name and Title” from the Doctor Information (Administrative à Edit Doctor Information);

  • <<PracticePhone>>: this token is replaced by the “Practice Phone” of the Control Table (Administrative à Edit Control Table). The Practice information is the billing practice of the doctor. This one can be set in the field “Billing Office” from the “Administrative àEdit Doctor Information”;

  • <<PracticeAddress>>: this token is replaced by the “Practice Street Address 1” of the Control Table (Administrative à Edit Control Table). Also only appears if there’s a practice set in the field Billing office of  the selected doctor;

 

b)   PATIENT TOKENS:

  • <<PatientFirstName>>: this token is replaced by the field “First Name” of the Patient Tab.

  • <<PatientLastName >>: this token is replaced by the field “Last Name” of the Patient Tab.

  • <<PatientDOB>>: this token is replaced by the field “Birth Date” of the Patient Tab.

  • <<NextAppt>>: Overall, it will display the date and time information of the next appointment. Please notice that this field is replaced in two different manners, depending on the target option. Please refer to section 3.5 SMS Message Body for Single Recipient, to know how this field is filled out when target option is Single Message. Refer to 3.6 SMS Message Body to Multiple Recipients to know how this field is filled out when the target option is the Multiple Message;

  • <<RefDocFirstName>>: this token is replaced by the field “First Name” of the Referring Doctor of the Patient;

  • <<RefDocLastName>>: this token is replaced by the field “Last Name” of the Referring Doctor of the Patient;

  • <<RefDocFullName>>: this token is replaced by the field “Name for Reports” of the Referring Doctor of the Patient;

  • <<RefDocDOB>>: this token is replaced by the field “Birth Date” of the Referring Doctor of the Patient;

 

c)   STAFF TOKENS:

  • <<StaffFirstName>>: this token is replaced by the field “First Name” of the Employer;

  • <<StaffLastName>>: this token is replaced by the field “Last Name” of the Employer;

  • <<StaffDOB>>: this token is replaced by the field “DOB” of the Employer.

 

These tokens can be manually inserted into the “Message” field, although it’s recommended to have predefined messages with these tokens. The section 3.4 SMS Predefined Messages explains how to add a predefined message.

 

SMS Predefined Messages

 

TDO-SMS allows you to store messages that you frequently send containing tokens or not. To add a predefined message, click on the “Add Predefined” button. The “Customize Messages” form will pop up:

 

Figure 12 - Add a Predefined Message

 

You will need to set the Template Name and enter the message in the Message Body field. If you want to add a token to the message double click on one of the available tokens. You will notice that it will be added exactly where the cursor is located.

 

To edit a predefined message, select it in the “Send Message” form, and click on the “Edit Predefined” button. The selected predefined message will open in the Customize Messages form to be edited.

 

The maximum message length is 135 characters so it is recommended that you take under consideration the fact that the tokens will be replaced by actual text when sending the message. Messages longer than 135 characters may be truncated by the carriers.

 

SMS Message Body for Single Recipient

 

When writing a message to a single recipient, you will see the final message in the “Preview” field. You can either write the contents in the “Message” field or select a predefined message.

 

If you write a message including tokens or select a predefined message with tokens, all those related to a Doctor (<<DoctorFullName>>, <<PracticePhone>>and <<PracticeAddress>>) are replaced by the doctor selected in the combo “Doctor SMS Account”, and all tokens related to a patient (<<PatientFirstName>>, <<PatientLastName>>, <<PatientDOB>>, <<NextAppt>>, <<RefDocFirstName>>, <<RefDocLastName>>, <<RefDocFullName>> and, <<RefDocDOB>>) are replaced by the patient currently selected in the TDO patient form. The token <<NextAppt>>is replaced with the information of the next appointment.

 

Let’s consider that the following patient is selected in TDO:

First Name: Patient1First;

Last Name: Patient1Last;

BirthDate: 01/03/1988

Next Appointment after the current date: 06/06/2008 2:00:00 PM

Patient Ref. Doctor Last Name: Doctor

Patient Ref. Doctor First Name: ReferringSMS

Patient Ref.Doctor Name for Reports: Dr. ReferringSMS Doctor

 

And the Doctor selected in the field “Doctor SMS Account”:

 

Doctor First Name: First

Doctor Last Name: Last

Doctor Full Name and Title: Dr1 Full Name and Title

Practice Address: Doctor Address;

Practice Phone: 987654321;

 

Verify how the messages are generated using the examples:

 

 

PREDEFINED MESSAGE

PREVIEW MESSAGE

#1

Hi, <<PatientFirstName>> <<PatientLastName>>,

You have an Appt: <<NextAppt>>.

Ref. Dr.: <<RefDocFirstName>>, <<RefDocLastName>>

Ref. Dr. Full Name:  <<RefDocFullName>>

Hi Patient1First Patient1Last,

You have an Appt: 06/06/2008 2:00:00 PM.

Ref. Dr.: Doctor, ReferringSMS

Ref. Dr. Full Name: Dr. ReferringSMS Doctor

#2

Hi <<PatientFirstName>> <<PatientLastName>>,

Happy BirthDay: <<PatientDOB>>

Hi Patient1First Patient1Last,

Happy BirthDay: 01/03/1988

#3

This is the Main Doctor:

<<DoctorFullName>>

His Practice:

<<PracticeAddress>>, <<PracticePhone>>

This is the Main Doctor:

Dr1 Full Name and Title

His Practice:

Doctor Address, 987654321

#4

This is a message with no token. Please check it.

This is a message with no token. Please check it.

#5

This is a wrong token: <<PatientFirst>

This is a wrong token: <<PatientFirst>

 

In the Message #4, there are no tokens, so it will be sent like it was written in the “Message” field; in the Message #5, there’s a missing ‘>’ in the token, so it will not be replaced for the First Name of the current patient. The Figure 13 to Figure 17 shows these messages generated in the Message form.

 

 

Figure 13 - Single Message, example 1

 

Figure 14 - Single Message, example 2

 

 

Figure 15 - Single Message, example 3

 

 

Figure 16 - Single Message, example 4

 

 

Figure 17 - Single Message, example 5

 

SMS Message Body to Multiple Recipients

 

Similarly to single recipients, for multiple recipients you can either write a text in the “Message” field or select a predefined message. The final message will be displayed in the “Preview” area. However, the preview will show only if you have a row selected in the Result area. The preview is based on two items: the Filter Type and the Role of the selected row of the search result. If you select a token that is associated to a role and the selected entry does not belong to that role, the token will appear blank in the message.

 

IMPORTANTE NOTE: the tokens <<RefDocFirstName>>, <<RefDocLastName>>, and <<RefDocFullName>> are the same for Referring Doctor, General Doctor and Other Doctor. For example, if these tokens are present in the Message field and the role of the selected row is a general doctor, these tokens will be replaced with the information of the general doctor.

 

The rules are different when the Filter Type selected is the Appointmentoption. In this filter type, an additional column is added in the search result that displays the date of the appointments. The tokens will be replaced with information from the Appointments (date and time). The tokens related to the “Doctor” role are filled based on the information of the doctor of the appointment; the tokens related to “Patients” are filled based on the patient of the Appointment; the tokens related to “Referring Doctors”, “General Doctors” and “Other Doctors” roles are filled based on the referring, general and other doctors of the patient of the appointment; and finally the tokens related to the “Staff” role are not applied in this filter type.

 

Note that messages are sent to all of those selected in the Results area so, when writing a message, please make that you take under consideration the roles you selected in the search.

 

The table below shows some examples of messages:

 

Appt

Target

Role

MESSAGE

FINAL MESSAGE

#1

Patient

Hi, <<PatientFirstName>> <<PatientLastName>>,

You have an Appt: <<NextAppt>>

Ref. Dr.: <<RefDocFirstName>>, <<RefDocLastName>>

Ref. Dr. Full Name:  <<RefDocFullName>>

Hi Patient1First Patient1Last,

You have an Appt: 12/10/2008 11:00:00 AM

Ref. Dr.: Doctor, ReferringSMS

Ref. Dr. Full Name: Dr. ReferringSMS Doctor

#2

Patient

Hi, <<PatientFirstName>> <<PatientLastName>>,

You have an Appt: <<NextAppt>>

Ref. Dr.: <<RefDocFirstName>>, <<RefDocLastName>>

Ref. Dr. Full Name:  <<RefDocFullName>>

Hi Patient1First Patient1Last,

You have an Appt: 12/15/2008 2:00:00 PM

Ref. Dr.: Doctor, ReferringSMS

Ref. Dr. Full Name: Dr. ReferringSMS Doctor

#2

General

Doctor

Hi <<RefDocFirstName>> <<RefDocLastName>>

You have an Appointment on <<NextAppt>> with the patient <<PatientFirstName>> <<PatientLastName>>

Hi General SMS Doctor

You have an Appointment on 12/15/2008 2:00:00 PM  with the patient Patient1First Patient1Last

#1

Doctor

Hi <<DoctorFullName>>

There’s an appointment to <<PatientLastName>>, <<PatientFirstName>> on <<NextAppt>>

Hi Dr1 Full Name and Title

There’s an appointment to Patient1First Patient1Last on 12/10/2008 11:00:00 AM

 

 

RESTRICTIONS TO SENDING SMS MESSAGES

 

Here are some restrictions/troubleshooting when sending a SMS:

 

v  Because we must enter the country code of the phone, the TDO SMS will add the country code of the Doctor selected in the “Doctor SMS Account”. Due to this restriction, all the messages must be sent to Mobile Phones of the same country of the “Doctor SMS Account”;

 

v  The maximum length of the message is 135 characters. If the message length becomes bigger than 135 characters the character counter (on the bottom left) becomes red. Please refer to Figure 22 - Message Length exceeded.  Messages may be truncated if they are sent with more than 135 characters.

 

 

 

Figure 22 - Message Length exceeded

 


PRICING

You will receive a bill from TDO on a monthly basis.  The rate is $0.06 a message for US messages and $0.15 for International users. 

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