Patient Appointment Reminder Software

Transcription

1 Patient Appointment Reminder Software Version /8/2007 For use on Computers with Windows XP, Vista, or Windows-7, operating system. A Skutch BA-1000 Dialer is also required.

2 Table of Contents (Click on Subject to View) Introduction... 5 How No Shows affect you:... 5 Benefits:... 5 Uses:... 5 How works... 5 Required Fields... 6 Example message with both Doctor and Facility options:... 6 Example message with both Doctor option:... 6 Example message without options:... 7 When to make your Reminder Calls:... 7 Compact Flash Card Reader:... 7 Compact Flash Cards:... 7 Always Eject CF Cards before removing from Computer... 7 SetUp:... 7 CF Card Setup... 8 CF Card Drive Location... 8 Enable CF Eject Button... 8 Notification Options... 9 Provide Doctor s Name... 9 Location of Appointment... 9 Current Convert Module... 9 Load Converter Module... 9 Module Setup... 9 Telephone Control... 9 Local AREA Code... 9 Local Calls... 9 Local Prefix Exceptions... 9 Digits to Dial for Local Prefix Exceptions Foreign Area Code where you dial 10 Digits Foreign Prefix Exception Digits to Dial for Foreign Prefix Exceptions... 10

3 Prompt Setup Voice Prompts Used Voice File Adjustments Added (ms) Subtracted (ms) Computer Setup USB CF Card Reader Microphone for Recording The Green Screen (Main) Utilities Outgoing Message Allowing the Patient to Leave a Voice Message Message Script Recording your Message Allowing Patients to Leave Messages Repeating the Appointment Information SAVE Testing your Message Voice File Maintenance Import Schedule to CF Data Errors Recordings Needed Recording the Needed Voice Files Results Box Total Records Transferable Records Defective Records Transfer to CF Card Test Last Message Review Dialing Results Statistics Patients Not Contacted... 18

4 Messages from Patients Step by Step Transfer Instructions First Time Instructions Repetitive... 19

5 Introduction How No Shows affect you: The goal of any practice is to be financially successful. To accomplish this task your practitioners must see as many patients as possible. When patients fail to show up for a scheduled appointment, the ability to practice medicine and generate revenue for the practice can be severely limited. The success of any practice depends on its ability to minimize "No Shows" and ensure that patients are accessible to the doctor when he or she is available. Double and triple booking helps to keep a steady flow of patients, but it is not the best solution. Multiple bookings can often cause more problems than it solves. The following four-step method can be used to successfully reduce your No Shows rate: 1- Have technicians and check-out personnel remind patients of the importance of keeping their next appointment. 2- Create and use an appointment letter. Give a copy of the letter to existing patients as they make future appointments and, when possible, mail the letter to new patients well in advance of their appointments. 3- Institute a telephone confirmation system that makes contact with patients two days before their appointment. 4- Develop a telephone confirmation script that reminds patients of the importance of keeping appointments. The system is an easy to use, low cost, single line, automated telephone patient appointment reminder system. It can make up to 1000 patients calls every day and can work unattended from 9am till 9pm seven days a week. will provide you with the resources that you need to effectively communicate with your patients in regards to their scheduling needs. Best of all, it is a standalone unit which does not have to be physically connected to your computer to operate. It's cost effective, simple, and easy to use. Benefits: * Increases revenues by reducing patient "No Shows". * Improves communications with your patients. * More cost effective then postcards. * Saves hundreds of hours of valuable staff time every month. * Improves staff morale by eliminating redundant and time-consuming manual calls. Uses: * Appointment Reminders * Appointment Cancellations due to Office Closure, medical emergency, weather, or etc. * Flue shot, yearly check up reminders. * Rescheduling of "NO SHOWS". How works The software package works in conjunction with the BA1000 telecommunication dialer, to provide a powerful, effective, low cost automated patient appointment reminder system. The software imports data from your scheduling program, and automatically generates most of the voice prompts needed. The CF Memory Card from the BA1000 dialer, is inserted into your computer, and the software transfers your patient s phone numbers and automated voice prompts directly to the CF Card. When completed, you simply remove the CF Card and

6 insert it back into the dialer, and the dialer automatically starts dialing. It s that easy! It only takes about 5 minutes per day. Before you start using the system you will be required to make, a one time only, voice recording of: 1) Your General Outgoing Message. 2) Each Doctor s Name 3) Each Facility Location Name 4) Each Patient s name. These are recorded when you RUN. Each Patient s name only has to be recorded one time. Once the Patient s Name is recorded, it is placed in a library for future use. The Doctor and Facility prompts are optional and are only used if you select them. You can either make all of your prompt recordings up front, or you can make them as needed. will notify you when it needs new voice recordings. requires either; 1) A standard COMMA DELIMITED, TEXT FILE to be exported from your scheduling software, or 2) A custom CONVERTER program to be imported to to access your scheduling data. The CUSTOM CONVERTER program would be supplied by Skutch. Call technical support for more information (916) requires the following information for each patient: Required Fields 1- Patient s Name 2- Patient s Phone Number 3- Appointment Date 4- Appointment Time 5- Doctor s Name (Optional) 6- Facility Name (Optional) Each RECORD in the file can also contain other information that does not need. Example message with both Doctor and Facility options: Hello this is the Med Clinic calling to remind you of the following appointment: John Smith has an appointment with Dr. Brian Hilton, on Tuesday, March 5 th, at two twenty-five p.m., at the Roseville Clinic. It is important that you show up for your appointment. Please arrive at least ten minutes before your appointment and register with the receptionist as soon as you arrive. If you will not be able to keep your appointment, please leave a message after the tone, otherwise we look forward to seeing you. Thank you.[beep] Example message with both Doctor option: Hello this is the Med Clinic calling to remind you of the following appointment: John Smith has an appointment with Dr. Brian Hilton, on Tuesday, March 5 th, at two twenty-five p.m. It is important that you show up for your appointment. Please arrive at least ten minutes before your appointment and register with the receptionist as soon as you arrive. If you will not be able to keep your appointment, please leave a message after the tone, otherwise we look forward to seeing you. Thank you.[beep]

7 Example message without options: Hello this is the Med Clinic calling to remind you of the following appointment: John Smith has an appointment on Tuesday, March 5 th, at two twenty-five p.m. It is important that you show up for your appointment. Please arrive at least ten minutes before your appointment and register with the receptionist as soon as you arrive. If you will not be able to keep your appointment, please leave a message after the tone, otherwise we look forward to seeing you. Thank you.[beep] The RED TEXT is automatically generated by the software. The other text is a pre-recorded outgoing message that you will record directly on the dialer. When to make your Reminder Calls: We suggest that you make all appointment reminder calls two days before the appointment. If you call the night before the appointment, the patient might have already decided not to make it but are too embarrassed to admit they are not coming. They also might have forgotten about the appointment and made other plans. Reminding them the night before might not be enough time to change their plans. Two days gives the patient enough time to adjust their schedule and to better prepare themselves for the appointment. It also makes it a easier for the patient to request a re-scheduling of the appointment. It is important to design your outgoing message so that it politely reminds the patient of the importance of keeping the appointment and being on time. Compact Flash Card Reader: The data is transferred from the computer, to the dialer (BA1000), via a Compact Flash card. The computer needs to have an internal CF Card reader, or an external USB CF Card Reader can be used. We recommend the external USB CF card reader. These are readily available, even at WalMart. If possible, try to get a reader that ONLY accepts CF cards. These are a little easier to use for this application. Multi-Type card readers can be a little confusing to use because each different type of card slot tends to have a different drive letter. Compact Flash Cards: Replacement CF Cards can be purchased locally. The requirements are as follows: 1- All Brands of CF Cards are acceptable. 2- MUST be 2GB or smaller. Larger CF cards will NOT work. 3- Must be initially formatted by the BA1000 dialer before placing it in your computer.. To do this simply insert the CF card into the BA1000, while it is powered up. When the Menu screen is displayed, the formatting process has been completed. Always Eject CF Cards before removing from Computer It is very important that you use either: 1) The Safely Remove Hardware icon in the bottom system tray, or 2) The Eject Button on the GREEN Screen of, before removing the CF card from the computer. If you DO NOT do this, there is a good chance that the data on the CF Card will be corrupted and the BA1000 will not dial. Safely Remove Hardware Icon

8 SetUp: This section contains parameters that control the overall operation of the system. To get to this section, click on the Setup menu selection on the main GREEN Screen. CF Card Setup CF Card Drive Location This is the Drive letter of the CF card. To use the Auto Detect feature, simply insert the CF card with reader, into the USB slot, then click Auto Detect. To change the Drive Letter manually, double click the phrase CF Card Drive Location, then enter the desired drive letter. In this case, enter as follows: E:\. Enable CF Eject Button When checked, this enables the CF Card Eject button on the main GREEN Screen. This allows you to easily EJECT the CF card before you remove it. If you are using an internal CF Card reader, make sure you UN-CHECK this box. If you eject the CF Card, using the internal CF Card Reader, you will most probably have to re-boot your computer before it will recognize the CF card again. This is a Windows thing!

9 Notification Options Provide Doctor s Name When checked, the system will tell the called party the name of the Doctor that they have an appointment with. If the Doctor s name is not available in the scheduling data, it will be omitted. If this box is UN-CHECKED, will not tell the called party the Doctor s name, even if this information is available in the scheduling information that receives. Location of Appointment When checked, the system will tell the called party the name of the facility where their appointment is. If the Location Name is not available in the scheduling data, it will be omitted. If this box is UN-CHECKED, will not tell the called party the Facility Location, even if this information is available in the scheduling information that receives. Current Convert Module In most cases, requires a custom CONVERT Module to convert the data from your existing scheduling software to usable data. Each scheduling software package could possibly require their own custom converter module. comes with a standard COMMA DELITED converter, which is named CONVERT00. If your scheduling software can export standard COMMA DELIMITED text files, this module can be used. If your software does not export COMMA DELITED text files, then you MUST call technical Support to see if we have a CONVERT module that will work with your scheduling software. In this case, we will need the following information: 1- The manufacturer of your scheduling Software 2- The Name of the program (Software) 3- The Version Number 4- The Technical Support phone number for your scheduling software 5- In some cases: Your Serial Number or Site License number. Technical Support (916) Load Converter Module This function is used to install a different CONVERTER module into PARS. We can you the proper CONVERTER Module and then you can LOAD it into with this feature. Module Setup This function is used to set up the CONVERTER Module. Call Technical Support for more information. (916) Telephone Control Local AREA Code This is REQUIRED for proper operation. Enter the LOCAL Area Code for the phone line that the BA1000 is connected to. Local Calls Select the number of digits that you have to dial to make a local call. These are phone numbers within your AREA CODE. Make sure that this is for the telephone line that the BA1000 dialer is connected. Local Prefix Exceptions Sometimes, there are exceptions to local calls. In this case enter the exception PRE-FIXs here.

10 Digits to Dial for Local Prefix Exceptions Select the number of digits that you MUST dial for the above, EXCEPTION PRE_FIXEs. Foreign Area Code where you dial 10 Digits Enter the AREA CODES where you ONLY dial 10 digits. Foreign Prefix Exception Enter all Prefix exceptions to the above. Digits to Dial for Foreign Prefix Exceptions Select the number of digits to dial for Foreign Prefix Exceptions Prompt Setup Voice Prompts Used The two choices are STANDARD and USER RECORDED. STANDARD, uses the standard pre-recorded voice prompts that are supplied with PARS. USER RECORDED, can be used if you desire to have the voice prompts spoken in your own voice. In this case you must click on the Record User Prompts button and record approximately eighty three prompts before will allow you to change this parameter to the USER RECORDED selection. The custom prompt section is easy to use but takes at least a half hour to complete. will display each prompt that needs to be recorded and automatically trims each recording for you. Make sure that you take your time and check to make sure that each prompt sound good before saving them. Voice File Adjustments You should not make any adjustments to this section without talking with technical support first. These adjustments are used to correct inconsistencies between different sound cards. Added (ms) This parameter adds time to the end all voice files that are recorded on the system. The time is in milliseconds. Subtracted (ms) This parameter subtracts time from the end of all voice files that are recorded on the system. The time is in milliseconds.

11 Computer Setup In order to use, you must have a minimum of the following. 1- Computer running one of the following operating systems: Windows XP, Windows Vista, or Windows 7 2- A computer voice card 3- A computer Microphone 4- An available USB port, or an internal CF Card Reader Megabytes of available hard drive space. USB CF Card Reader If your computer does not have an internal CF Card Reader, then you will have to purchase a USB CF Card Reader. These are low priced and are readily available, even at Walmart. We suggest that you get a USB CF Card Reader that ONLY can read CF Cards, as they are easier to use. When using these Card Reader, insert your CF Card into the reader, then insert it into the USB Port. When you wish to remove the CF Card, make sure that you Eject it first, then remove both the CF Card and reader from the computer at the same time. Microphone for Recording You can NOT use the microphone that came with the BA1000 to record prompts on your computer. It needs to be a microphone that was designed specifically for computers.

12 The Green Screen (Main) Utilities Outgoing Message This function is used to TEST and RECORD the Outgoing Message. The message that the called party hears, is a three part message. Two of the parts are from the Outgoing Message and the third part is generated by the. The following is an example of a complete three part message: Example #1: Hello this is the Med Clinic calling to remind you of the following appointment: John Smith has an appointment with Dr. Brian Hilton, on Tuesday, March 5 th, at two twenty-five p.m., at the Roseville Clinic. It is important that you show up for your appointment. Please arrive at least ten minutes before your appointment and register with the receptionist

13 as soon as you arrive. If you will not be able to keep your appointment, please leave a message after the tone, otherwise we look forward to seeing you. Thank you.[beep] The GREEN portion is the first part of the OUTGOING Message. The RED portion is computer generated portion of the OUTGOING Message. The VIOLET portion is the 2 nd part of the OUTGOING Message. Allowing the Patient to Leave a Voice Message When saving the outgoing message, you have the option of allowing the patient to leave a message as in example #1 or not to leave a message as in example #2. Example #2 Hello this is the Med Clinic calling to remind you of the following appointment: John Smith has an appointment with Dr. Brian Hilton, on Tuesday, March 5 th, at two twenty-five p.m., at the Roseville Clinic. It is important that you show up for your appointment. Please arrive at least ten minutes before your appointment and register with the receptionist as soon as you arrive. Please call the office at if you will not be able to make your appointment. Thank you." After recording the 2nd portion of the Outgoing Message, prompts you with the question; "Do you wish to allow the patient to leave a message?".

14 Message Script The message script area is similar to a mini word processor. It allows you to create your own customized script. Once entered, retains the script until you change it. This provides a valuable tool for the message record process. The default script is only supplied as a sample. Recording your Message Connect the microphone to the MIC jack on your computer. You can NOT use the microphone that came with your BA1000 dialer. It MUST be a microphone that was designed for computers. Within the MESSAGE box make sure that the desired message that you wish to record is checked. Now click the record button and start dictating. When you are finished click END and the message will automatically playback to you. You MUST save the message if you wish to KEEP it. Allowing Patients to Leave Messages When you SAVE your newly recorded message, will provide you with an option for the patient to leave a message.

15 Repeating the Appointment Information When you SAVE your newly recorded message, will also provide you with an option for the automatically REPEAT the appointment information.. The following shows an example 0with the REPEAT option enabled: Hello this is the Med Clinic calling to remind you of the following appointment: John Smith has an appointment with Dr. Brian Hilton, on Tuesday, March 5 th, at two twenty-five p.m., at the Roseville Clinic.Once again, John Smith has an appointment with Dr. Brian Hilton, on Tuesday, March 5 th, at two twenty-five p.m., at the Roseville Clinic. It is important that you show up for your appointment. Please arrive at least ten minutes before your appointment and register with the receptionist as soon as you arrive. Please call the office at if you will not be able to make your appointment. Thank you." SAVE After you have successfully recorded both part 1 and part 2, of your outgoing message, click the SAVE button before exiting. will ask you : "Do you wish to let Patient's leave a message?" Do you wish to REPEAT Appointment Information?. The display will show a blue "Get Response" and/or Repeat Appointment Info if the current message has these features enabled. Testing your Message If you wish to hear your current outgoing message, simply enter the Outgoing Message mode and click on Playback. You must check both parts of the message separately. Voice File Maintenance This function is used to record, test, and delete patient's names, doctor's names, and location or Facility voice files. These voice files only need to be recorded once. You do not have to record them in this mode. will prompt you when it needs new voice files in the "Import Schedule to CF" mode. You can create new voice files by typing in the new name, recording the voice file, then saving it. To test an existing file, click on Load, select the file, click Open, then click Playback. Remember to click SAVE if you wish to save any changes.

16 Import Schedule to CF This function imports the schedule information, creates all the needed audio files, and prepares the CF Card for dialing. Once complete, the CF Card is Ejected, then inserted into the BA1000 dialer. At that point the BA1000 automatically knows when to start dialing. Data Errors This box shows the records that have data errors and thus cannot be transferred. If you wish to call these patients with the system, you will have to exit and fix the defective data in your scheduling software first. After you fix the problems in your scheduling software, re-export the data then re-run. Recordings Needed uses a library of voice files to speak each patient's name, Doctor's name, and the location name. These files only have to be recorded once. keeps track of them. Records listed in this box are names that are not presently in the library. If you select "Transfer to CF Card" without recording them, will still call each record. It will substitute the word "You" for the patient's name, and will not specify a doctor's name or a location if the corresponding voice files are not present. This allows you to make needed recordings ONLY when you have time. Recording the Needed Voice Files To make a recording of the needed voice file, simply click on the name in the "Recordings Needed" box. will allow you to record the new voice file, test it, and then save it. will automatically remove the name after you record a voice file for it.

17 Results Box Total Records This shows the total number of records that are in your source file. Transferable Records This shows the total number of records that are eligible for transfer to the ZIP disk. Records that do not have the patients names recorded will transfer, but instead of saying the patient s name, will substitute the word You. Defective Records This is the total number of records that are missing at least one critical piece of information that prevents it from being transferred. Transfer to CF Card This function transfers the speech and data files to the BA1000 CF Card. All of the DATA ERRORS should be resolved, and all new voice files should be recorded before you click this button. When the transfer is complete, the screen will show the first 100 records that were transferred, with the exception that the last record is always the last record transferred. This allows you to inspect the information that was transferred. Test Last Message This mode allows you to listen to the message that will be played to the last patient in the file. This is the complete message. You can ONLY test the LAST Message.

18 Review Dialing Results This function allows you view the results from the last Dialing session. It also allows you to print a list of the Patients that have not been contacted. To use this function insert the CF Card into the computer and click the Review Dialing Results Button. Statistics This box shows the Statistics of the Dial Session. Patients Not Contacted This box shows all Patients from the list whom have not been contacted yet. Messages from Patients This Box shows the list of Messages that were left by the Patients when they were called. You can play back each message by clicking on the Patient s name. The play back will take place over the computer s speakers.

19 Step by Step Transfer Instructions First Time Instructions 1. Export a test file from your scheduling software. 2. Insert the BA1000 CF Card into the USB CF Card Reader, then insert it into the computer. 3. Go to SETUP (RED Screen), under CF Card, click the AUTO DETECT button, under Telephone control, enter your AREA CODE, then under Current Convert Module, click Module Setup and select your exported file. 4. Exit SETUP and choose "Outgoing Message" Record your outgoing Message, both parts, then save it. 5. elect "Import Schedule to CF Card" on the GREEN Screen. 6. Check for any "Data Errors" and fix in your scheduling software if needed. 7. Record any voice files needed as shown in the "Recordings Needed" window, by clicking on the name. 8. Click the "Transfer to CF Card button. 9. Safely Eject the CF Card, and insert it into the BA1000. That's it! Repetitive 1. Inset your BA1000 Dialer CF Card into a USB Card Reader, then insert it into an available USB port on your computer. 2. After exporting your data from your Scheduling software, run and select "Import Schedule to CF Card" on the GREEN Screen. 3. Check for any "Data Errors" and fix in your scheduling software if needed. 4. Record any voice files needed as shown in the "Recordings Needed" window, by clicking on the name. 5. Click the "Transfer to CF Card button. 6. Safely Eject the CF Card, and insert it into the BA1000. That's it!