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Patients can now reply to SMS appointment reminders

We have made a much requested change so that you can now receive any replies your patients make to your automated SMS reminders.  The replies will be sent to you from Cliniko and are charged at 1 SMS credit each time you receive one.  To enable this, just put your mobile phone number into the Settings > SMS Settings page in Cliniko.

It looks like this:

Screen_Shot_2012-03-30_at_9.46.24_PM.png

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Comments

  • Avatar
    Stephanie Wasylyk

    Hi Joel,

    We're loving the SMS/email reminders, and our patients like them too :)  We just discovered the communications tab in Cliniko and have seen that people have been responding to our SMS reminders.  I'm just wondering if there is a better way for us to be viewing those replies.  Can they be forwarded to an email address or something?  Or can replies pop up somewhere when they come in?  I'm just not sure how we can catch them without checking that tab once an hour or something.  We do love it though to confirm if our invoices have been sent, or if someone isn't receiving the SMS reminders, it's just not great for real time stuff.  Any suggestions would be great!  Thanks!

  • Avatar
    Joel Friedlaender

    The best way for now is to receive the SMS messages like the above doc shows.  That will let you get them in realtime.  We do also plan to improve how they are shown in Cliniko and add the option to receive them by email.  

    Ideally we would show incoming SMS in a log on the dashboard as well as something on the appointment itself, but it's probably a little while off still.

    Thanks for the feedback, it's much appreciated.

  • Avatar
    Steven Yates

    Hi Joel

    How is the dashboard log for this coming along?

    An SMS to the practice principal's (or any individual's) phone isn't really a suitable option. They may not be at the clinic at a particular time and then they have to take time out of their day to attend to this. A separate mobile phone that stays at the reception area really seems like a clunky and inefficient option.

    I can't see why we don't have a solution to this. It's able to be logged under the Communications tab and is able to be identified as Received, but it isn't able to notify the receptionist in real time via a dashboard notification or an email?

    This seems such a more important feature than an interface colour or font change.

  • Avatar
    Joel Friedlaender

    Hi Steven,

    I agree this is important, but interface updates are too.  It's part of what makes Cliniko what it is.

    I'll have a look at this today and see if there's an easy fix I can do to make it easier to see incoming messages.

    Joel

  • Avatar
    Joel Friedlaender

    Hi Steven,

    I've had a play today and it's starting to look like this.

    Screen_Shot_2014-02-10_at_2.54.01_pm.png

     

    I haven't done anything for notifications yet, this is really just trying to get something out quickly that will help until we handle notifications better.

    For practitioners, it just shows replies to their appointments.  For other types of users it shows all replies for their account.

    You can click the item and it will show you more details, including having a link to the related appointment.

    The link of "View ALL" at the bottom of the list will take you to the communications tab with them filtered on received.

    Disclaimers:

    • I've built this pretty quicky to see if it is what we want. I'll get others in the team to review and make sure we do want to add this to the dashboard.  It's not certain yet. If we don't think somethings right, we'll throw it out and try again.  It's very hard to take things away, so we're cautious adding them in.

    • If we are keeping it, our designer will review and it may look different to above.

    If all goes well, it could be released in a few days, but I don't know yet.

    Thanks for the feedback.

    Joel

  • Avatar
    Joel Friedlaender

    Okay we will release this shortly.  Also Kelly did change the look!

    Screen_Shot_2014-02-11_at_11.46.50_am.png

     

  • Avatar
    Ian Lawson

    Jimi Hendrix always cancels appts with me at the last minute too.... :-(

    Will there be any notification apart from on the dashboard that a message has been received? I must have commented on a thread somewhere else suggesting this. Something like a (1) next to the word "Communications" on that tab or something would be great. Or will the (1) come up on the dashboard tab as it's a new dashboard message?

  • Avatar
    Joel Friedlaender

    No notification yet Ian.  This is just a quick thing to make it "better".  We do want to handle notifications, but don't have the time to be distracted by that right now.

  • Avatar
    Ian Lawson

    So it will just require regular checking of the dashboard? We tend to bypass the dashboard and go straight to the appointment page (which is set as our homepage to save time every time we open Cliniko), so we would need to check back on the dashboard to see them (similar to just clicking on the communications tab regularly to see if there are any 'received' messages.)

    Notifications would be great, whenever you can get around to it. After group bookings. :-)

  • Avatar
    Joel Friedlaender

    @Ian, yes to all.  The only advantage on the communications tab is for a practitioner, it will only show THEIR incoming messages.

  • Avatar
    Ian Lawson

    But all messages (related to any practitioner's appointments) will still show up on the administrator's login?

  • Avatar
    Joel Friedlaender

    Hmm.. I currently have it set to only show yours if you're a practitioner.  If you're an admin + practitioner, do you want to see all?

  • Avatar
    Ian Lawson

    Yes. But again, we just use the communications tab, since we send a lot of one-off SMS messages (eg. booking confirmations for classes, until group bookings is up and running). 

    Or, for example, if we've tried to ring a patient but couldn't get thru, we often send a text, eg "Hi John, we've had a cancellation tonight at 6pm. Would you like to move your appt earlier?" We then need to periodically check the communications tab to see if they've replied. A simple (1) on the communications tab whenever an incoming SMS comes through would be awesome.

  • Avatar
    mj scales

    when you receive a SMS a Notification like a number of messages or something or a  !  symbol should pop up in the dashboard link or communications link so that we are aware of a ams rather than it just appear in the dashboard area and we might not recognise it.

  • Avatar
    mj scales

    reason to adjust it or a full communications tab that is specific for SMS and emails about appoinments just in the one area and that have some kind of notification that is easy to notice and stands out. or even one that appears on the appointments page in a small box because that is where we spend most of our time 

  • Avatar
    mj scales

    i suggested an idea earlier on listed " SMS notifications " what i posted above is pretty much what was said in it. but i think something needs to be changed soon so that we can see that we have received a text even just if it made a small sound upon receiving the text 

  • Avatar
    F johns

    None of our practitioners including myself use the dashboard so sometimes miss replies. Having some way of seeing a reply would be amazing! :)

  • Avatar
    ricci kelly

    any updates on this?? we are also struggling with missed sms replies as they come in whilst we are working in other sections of cliniko..

    Cheers

  • Avatar
    Angela Ayres

    Would be good if when a SMS reply is received for a appointment reminder that the reply could appear on the actual appointment, perhaps the appointment could flash to indicate a reply to the reminder has been received also?

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