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EasyPost - Software of Excellence
User's Guide EasyPost EXACT v11.3 SP6 < EasyPost EXACT v11.3 SP6, 16/09/2014 page 1 of 58 Copyright © 2014 Software of Excellence International. All rights reserved. The software contains proprietary information of Software of Excellence International; it is provided under a license agreement containing restrictions on use and disclosure and is also protected by copyright law. Reverse engineering of the software is prohibited. Due to continued product development this information may change without notice. The information and intellectual property contained herein is confidential between Software of Excellence International and the client and remains the exclusive property of Software of Excellence International. If you find any problems in the documentation, please report them to us in writing. Software of Excellence International does not warrant that this document is error-free. 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Software of Excellence International < Unit A3, 34 Triton Drive, Albany, North Shore 0632 Auckland, New Zealand Website: http://softwareofexcellence.com/ Subscribers' Portal: http://portal.softwareofexcellence.com/user Tel: +64 9 414 1220 Partnered with Henry Schein http://www.henryschein.co.uk Software of Excellence UK Software of Excellence Australia and New Zealand (APAC) Medcare South, Bailey Drive, Gillingham Business Park, Gillingham, Kent ME8 0PZ United Kingdom Level 2, Suite 3, 39 Railway Road, Blackburn, VIC 3130 Australia Tel: 0845 345 5767 UK Support Tel: 0845 345 5767 (Option 4) Tel: 03 8872 5500 Fax: 03 9877 5400 APAC Support Web: http://remote.soeidental.com/ Email: [email protected] Web: http://connect.soeidental.com/ EasyPost EXACT v11.3 SP6, 16/09/2014 page 2 of 58 Contents Contents ...................................................................................................................................................................................... 3 List of procedures ........................................................................................................................................................................ 4 EasyPost 6 Overview of EasyPost .................................................................................................................................................................. 7 Purpose of EasyPost ............................................................................................................................................................... 7 Benefits of EasyPost ............................................................................................................................................................... 7 Features of EasyPost .............................................................................................................................................................. 8 Requirements for EasyPost .................................................................................................................................................. 10 Using EasyPost ........................................................................................................................................................................... 11 EasyPost Jobs Monitor ......................................................................................................................................................... 11 Checking EasyPost Jobs ............................................................................................................................................... 12 Sorting and filtering EasyPost Jobs Monitor ................................................................................................................ 13 Displaying further information on an EasyPost job ..................................................................................................... 13 Resending EasyPost Jobs that failed ............................................................................................................................ 14 Deleting EasyPost jobs ................................................................................................................................................. 14 EasyPost Jobs Report - viewing, printing, emailing .............................................................................................................. 15 EasyPost Statements and Invoices ....................................................................................................................................... 16 < Posting an Invoice through EasyPost ........................................................................................................................... 17 Posting a Patient Statement through EasyPost ........................................................................................................... 17 Posting statement runs through EasyPost .................................................................................................................. 18 Monitoring EasyPost patient statement runs.............................................................................................................. 19 Sending EasyPost Recall Runs ............................................................................................................................. 22 Launching Presentation Manager to create templates ...................................................................................... 22 Document Details window .................................................................................................................................. 24 Document Categories.......................................................................................................................................... 26 Previewing a template with fields populated ..................................................................................................... 28 Creating an EasyPost Postcard template ............................................................................................................................. 28 Creating a letter template.................................................................................................................................................... 31 Merge Fields in EXACT ................................................................................................................................................. 34 Understanding Merge Fields in EXACT ................................................................................................................ 34 Using Merge Fields in EXACT ............................................................................................................................... 35 Using Date Merge Fields in documents .............................................................................................................. 36 Adding EasyPost support to a non-EasyPost template ........................................................................................................ 37 Testing the new letter template .......................................................................................................................................... 39 EasyPost tasks in Presentation Manager ............................................................................................................................. 40 EasyPost EXACT v11.3 SP6, 16/09/2014 page 3 of 58 Adding EasyPost Support in Presentation Manager .................................................................................................... 40 Creating a New template in Presentation Manager for EasyPost ............................................................................... 42 Editing a template in Presentation Manager............................................................................................................... 44 Configuring EasyPost ................................................................................................................................................................. 45 Checking if EasyPost is registered for your practice ............................................................................................................ 45 Registering EasyPost ............................................................................................................................................................ 46 Adding the EasyPost Jobs icon to your workspace bar ........................................................................................................ 47 Configure EasyPost with Recall Automation ........................................................................................................................ 48 Configure automated appointment reminders by EasyPost ................................................................................................ 49 Configure automated appointment follow-ups by EasyPost ............................................................................................... 50 Overview of Automatic Appointment Follow-ups ....................................................................................................... 50 Purpose ............................................................................................................................................................... 50 Benefits ............................................................................................................................................................... 50 Features .............................................................................................................................................................. 51 Requirements ...................................................................................................................................................... 51 Using Automatic Appointment Follow-ups ................................................................................................................. 51 Tracking patient SMS Follow-up Responses........................................................................................................ 51 Running the SMS Follow-ups Report................................................................................................................... 52 Configuring Automatic Appointment Follow-ups ........................................................................................................ 53 Configuration options ......................................................................................................................................... 53 < Configure up to three appointment first follow-ups........................................................................................... 53 Index .......................................................................................................................................................................................... 57 List of procedures To launch EasyPost Jobs Monitor......................................................................................................................................... 11 To check jobs sent to EasyPost ............................................................................................................................................ 12 To sort the display on the EasyPost Jobs Monitor screen .................................................................................................... 13 To filter the display on the EasyPost Jobs Monitor screen .................................................................................................. 13 To display further information on a job in the EasyPost Jobs Monitor................................................................................ 13 To resend EasyPost Jobs that failed ..................................................................................................................................... 14 To delete EasyPost Jobs that failed ...................................................................................................................................... 14 To view the EasyPost Jobs Report ........................................................................................................................................ 15 To post a patient invoice through EasyPost ......................................................................................................................... 17 To post a patient statement through EasyPost.................................................................................................................... 17 To post patient statement runs through EasyPost .............................................................................................................. 18 To track and monitor EasyPost patient statement runs ...................................................................................................... 19 To setup EasyPost Recall Runs ............................................................................................................................................. 22 To launch Presentation Manager in order to create templates .......................................................................................... 22 EasyPost EXACT v11.3 SP6, 16/09/2014 page 4 of 58 To add a new Category from the Document Details window .............................................................................................. 27 To add a new Category from the Create Template window ................................................................................................ 27 To preview a template with its merge fields already populated ......................................................................................... 28 To create an EasyPost Postcard ........................................................................................................................................... 28 To create a new template .................................................................................................................................................... 31 To select merge fields from the floating Merge Fields popup window ............................................................................... 35 To copy selected merge fields from the floating popup window into the template document .......................................... 35 To filter the list of merge fields by group............................................................................................................................. 35 To use Date Merge Fields in documents .............................................................................................................................. 36 To add Easypost Support to a non-EasyPost template ........................................................................................................ 37 To test a letter template ...................................................................................................................................................... 39 To test a letter template by means of Presentation Manager (EasyPost applies) ............................................................... 39 To check the Test Template's results ................................................................................................................................... 40 To add EasyPost support in Presentation Manager ............................................................................................................. 40 To create a New template in Presentation Manager for EasyPost (Postcard example) ...................................................... 42 To edit an EasyPost-enabled template in Presentation Manager ....................................................................................... 44 To check if EasyPost is registered for your practice............................................................................................................. 45 To register EasyPost ............................................................................................................................................................. 46 To add the EasyPost Jobs icon to the workspace bar .......................................................................................................... 47 To set up EasyPost with Recall Automation ......................................................................................................................... 48 < To configure automated EasyPost Appointment Reminders ............................................................................................... 50 To track patient SMS Follow-up Responses ......................................................................................................................... 51 To run the SMS Follow-ups Report ...................................................................................................................................... 52 To create automated first follow-ups to a patient appointment......................................................................................... 54 EasyPost EXACT v11.3 SP6, 16/09/2014 page 5 of 58 EASYPOST Post your patient physical mail easier, quicker and more economically EasyPost enables your dental practice to cost-effectively send physical mail and postcards in any quantity to patients via a print and post service. This frees your practice from the need to purchase, print, address, fold, stamp and post letters. EasyPost is suitable for dental practices of all sizes, and is simple to operate. Overview Purpose (see "Purpose of EasyPost" on page 7) Benefits (see "Benefits of EasyPost" on page 7) Features (see "Features of EasyPost" on page 8) Requirements (see "Requirements for EasyPost" on page 10) Using EasyPost Jobs Monitor (on page 11) EasyPost Jobs Report (see "EasyPost Jobs Report - viewing, printing, emailing" on page 15) EasyPost Statements and Invoices (on page 16) EasyPost automated appointment follow-ups (on page 22) Sending EasyPost Recall Runs (on page 22) Launching Presentation Manager to create templates (on page 22) Document Details screen (see "Document Details window" on page 24) Previewing a template (see "Previewing a template with fields populated" on page 28) Creating a Postcard template (see "Creating an EasyPost Postcard template" on page 28) Creating a Letter template (on page 31) Adding EasyPost support to a non-EasyPost template (on page 37) Testing a new letter template (see "Testing the new letter template" on page 39) (General) EasyPost tasks in Presentation Manager (see "EasyPost tasks in Presentation Manager" on page 40) (strategy, screens and procedures) < Configuring (setting up and customising) Resources EasyPost Checking if registered (see "Checking if EasyPost is registered for your practice" on page 45) Registering EasyPost (on page 46) Adding EasyPost Jobs icon to the workspace bar (see "Adding the EasyPost Jobs icon to your workspace bar" on page 47) Configure EasyPost with Recall Automation (on page 48) Configure automated appointment reminders by EasyPost (on page 49) Configure automated appointment Follow-ups by EasyPost (on page 50) EasyPost http://portal.softwareofexcellence.com/video/easypost-exact-v11 User Guide http://help.soeidental.com/11.3/PDFs/EasyPost.pdf Training Competencies http://help.soeidental.com/11.3/PDFs/EasyPost-CompetenciesChecklist.pdf EXACT v11.3 SP6, 16/09/2014 page 6 of 58 Overview of EasyPost This Overview describes EasyPost in terms of its purpose, benefits, features and requirements. Purpose of EasyPost EasyPost enables a Practice to cost-effectively send physical mail in any quantity to patients via a print and post service, freeing the Practice from the need to purchase, print, address, fold, stamp and post letters. Benefits of EasyPost Automation frees Receptionists for other tasks Each day accurate recall information is physically and professionally posted to patients without practitioners doing anything. By contracting out its mailing operations such as daily Recall letters, a Practice frees Receptionists for other tasks and enables them to focus on other tasks such as improving customer service. Reduce your costs When calculated with overheads and time, EasyPost can save as much as 70% on a Practice's physical mail strategy (paper, envelopes, printers, cartridges, labour, etc). < The service allows for documents to be printed and posted at one low price with no minimum print runs (a single letter costs the same as each letter in a 50-letter batch or a 1000-letter batch). These excellent rates are possible due to a high volume of both printing and postage. Improve your client perceptions EasyPost raises the bar on client perceptions of your Practice because it utilises a well-established print and post service with a level of professionalism that is unlikely to be matched by mail sent from the Practice on its own. Benefit from the convenience of a fast, efficient service There is no need to manage bulk print materials, purchase stationery or stamps, fold letters into envelopes, print separate address labels, stick stamps and run to the post office. You can perform all tasks directly from the computer with a few simple clicks. Simple configuration and validation EasyPost registration includes a validation test to check the EXACT integration with the print and post service. Reassurance of high security The 3rd party organisation used for EasyPost delivery has high levels of physical and IT security and is well-regarded as a professional organisation. Recall Automation Automated recalls by means of EasyPost is one of the most powerful utilities available in the EXACT toolset; a truly "set and forget" solution that comes highly recommended for all practices. EasyPost EXACT v11.3 SP6, 16/09/2014 page 7 of 58 Features of EasyPost Automation! Full automation when used with Recall Manager: EasyPost integrates with Recall Manager Automation so that recalls are posted automatically. Send automated appointment reminders by means of EasyPost: From v11.3 SP6 EXACT can automatically send template EasyPost documents as appointment reminders. These include any forms that a patient is required to complete (such as Medical History), information on scheduled treatment procedures, special offers, or any other print material that the practice deems appropriate. The reminder can be scheduled in weeks before the appointment, and select patients can optionally be targetted by means of query templates. See Configure automated appointment reminders by EasyPost (on page 49) Send automated appointment follow-ups by means of EasyPost: See: Configure automated appointment Follow-ups by EasyPost (on page 50) Send Statements and Invoices by means of EasyPost Users can automate the distribution of printed Patient Statements and Invoices by means of EasyPost. See EasyPost Statements and Invoices (on page 16) EasyPost Jobs Monitor Monitor jobs with the EasyPost Job Monitor (see "EasyPost Jobs Monitor" on page 11): < An animated alert displays in the workspace icon whenever an issue requires attention: This enables practitioners to quickly become aware of, identify and resolve EasyPost issues. For example, it identifies which jobs need to be reprinted, which jobs incurred a surcharge (if the Postal Service had to manually correct the addresses), and whether jobs were not sent because the practice ran out of credit. The jobs monitor displays a range of information for each job: date sent, job name, patient code (if for a single patient), template used, job type (paper size, colour or greyscale, letter or postcard), current status (transmission errors such as Internet connection loss, address errors, credit error, completed, pending, deleted), how many print sides used, whether a surcharge applied to the job, whether the job was for overseas, and how many times (if any) the job needed to be resent. Users can click a job to view a detailed information popup for that job: EasyPost EXACT v11.3 SP6, 16/09/2014 page 8 of 58 EasyPost Jobs Report The Jobs Report (see "EasyPost Jobs Report - viewing, printing, emailing" on page 15) enables users to view, print or email their EasyPost activities for a specified period. It can optionally be set up to run automatically through the EXACT Scheduler. Resend Failed jobs can be resent. Library of templates, or custom design EasyPost comes with a library of professional templates for letters and postcards. You can also set your own document design through Presentation Manager, including graphics and corporate treatment. < Multiple print-and post options You can print and post multiple types of document templates such as letters, postcards, marketing flyers, and welcome packs. Print options include greyscale and colour, in many standard print sizes. Preview documents before sending Use the Preview to view letters with their merge fields already populated. You can optionally Preview per patient, to check merge-field resolution. Filter your template list by Category Within a long list of document templates you may need a means to quickly locate specific types of template. EasyPost EXACT v11.3 SP6, 16/09/2014 page 9 of 58 Categories are a means of differentiating templates. You can move templates between categories by means of drag and drop, but a template can only belong to one category at a time. Convenient billing Billing is through the SOE billing service. Costing is influenced by the number of page sides, with a surcharge being applied for incomplete addresses and postage to addresses out of the country. Paper and Envelopes The price includes all the paper and the envelope required. The paper is A4 100gsm, using generic white envelopes. Mailings up to 14 sheets of paper are in "C5" envelope (A4 folded in half), and mailings of 15 or more sheets are in "C4" envelope (A4 unfolded). Delivery times The standard national delivery service is 2-3 days (international mail takes longer, depending on the destination). Undeliverable mail "Bounced back" mail is shredded. Requirements for EasyPost EasyPost requires the following: < The clinic Practice must have a valid, unique Practice ID (ACCPAC Number), as registered with Software Of Excellence. EXACT version 11.2 upwards (11.3 SP5 has enhanced features) The Practice Mailing Address must be specified under the Registered Address section under Configure > Practice Information. A Postcode must be specified. EasyPost must be registered as a module in EXACT. This registration includes a validation test with the online site. See Checking if EasyPost is registered for your practice (on page 45) The practice requires a Broadband Internet connection. Presentation Manager must be enabled in EXACT, to function as the EasyPost interface. NOTE: Presentation Manager has its own set of requirements, including Microsoft Word 2003 or later (See Presentation Manager Requirements). EXDOC must be registered as a module in EXACT. EXDOC-Pro must be registered as a module in EXACT. A PDF Viewer such as Adobe Reader to view the saved documents. Software of Excellence must set up your Practice account and supply you with information for your EasyPost registration procedure (see "Registering EasyPost" on page 46). EasyPost EXACT v11.3 SP6, 16/09/2014 page 10 of 58 Using EasyPost This section covers the EasyPost operational procedures. EasyPost Jobs Monitor Purpose of the EasyPost Jobs Monitor Track the status of manually-generated and automated EasyPost recall jobs. To launch EasyPost Jobs Monitor 1. Launch the EasyPost Job Monitor from Administration > EasyPost Job Monitor or from the shortcut that you have created on your workspace bar (see "Adding the EasyPost Jobs icon to your workspace bar" on page 47): < See also: Viewing EasyPost Jobs Report (see "EasyPost Jobs Report - viewing, printing, emailing" on page 15) EasyPost Jobs Monitor screen EasyPost EXACT v11.3 SP6, 16/09/2014 page 11 of 58 Filter options for the display All Errors (this is the default display, enabling users to quickly identify and deal with problem post) Completed Incomplete (these jobs need to be re-printed through EasyPost) Surcharge (these jobs incurred a surcharge because the Postal Service had to manually correct the address) No Credit (e.g. the practice has run out of EasyPost credit so these jobs coiuld not be processed) Invalid Address (these jobs may still be sent, but will probably incur a surcharge) Deleted Show All Columns information The jobs monitor displays a range of information for each job: < Date sent Job name, Patient code (if for a single patient) - click the code to display the Patient File. Template used Job type (paper size, colour or greyscale, letter or postcard) Current status (transmission errors such as Internet connection loss, address errors, credit error, completed, pending, deleted) How many print sides used Whether a surcharge applied to the job Whether the job was for overseas How many times (if any) the job needed to be resent Checking EasyPost Jobs To check jobs sent to EasyPost Check that the EasyPost job was successfully sent by Viewing it in the Patient Contacts Tab: or Viewing it in the EasyPost Jobs: (The above example assumes that the EasyPost Jobs icon has been added to the workspace bar for this user EasyPost EXACT v11.3 SP6, 16/09/2014 page 12 of 58 (see "Adding the EasyPost Jobs icon to your workspace bar" on page 47)). Sorting and filtering EasyPost Jobs Monitor To sort the display on the EasyPost Jobs Monitor screen Click any column header to sort by that header. To filter the display on the EasyPost Jobs Monitor screen By default only the EasyPost errors will display. This is so that users can very quickly identify, investigate and deal with problem jobs. However, you can filter the display on many parameters: All Errors This is the default display, enabling users to quickly identify and deal with problem post Completed < Incomplete These jobs need to be re-printed through EasyPost Surcharge These jobs incurred a surcharge because the Postal Service had to manually correct the address No Credit The practice has likely run out of EasyPost credit so these jobs could not be processed Invalid Address These jobs may still be sent, but will probably incur a surcharge Deleted Show All Displaying further information on an EasyPost job To display further information on a job in the EasyPost Jobs Monitor 1. Filter the display and locate the appropriate job. 2. Click the job in either the Job Type column or Status column to display a pop-up: 3. If the job is for an individual patient, click the Code to display the Patient File. EasyPost EXACT v11.3 SP6, 16/09/2014 page 13 of 58 Resending EasyPost Jobs that failed To resend EasyPost Jobs that failed 1. Filter the failed jobs by selecting the All Errors filter: 2. Take a look at the Status column to determine the Errors and deal with them (for example, add more credit to your EasyPost account). 3. Check (tick) all jobs that you wish to resend (you can select multiples): 4. Click the Resend button at bottom right of the screen < You will see a status message "Sending..." 5. When the message disappears, check that the item has been removed from the Errors list. 6. Back in the display for Show All filter, you will notice that the Resend count for that item has incremented. For example: NOTE: Completed jobs cannot be resent as they have already been accepted, charged and processed for delivery. Deleting EasyPost jobs To delete EasyPost Jobs that failed 1. Filter the failed jobs by selecting the All Errors filter: 2. Take a look at the Status column to determine the Errors and deal with them (for example, add more credit to your EasyPost account). 3. Check (tick) all jobs that you wish to delete (you can select multiples): EasyPost EXACT v11.3 SP6, 16/09/2014 page 14 of 58 4. Click the Delete button at bottom right of the screen . 5. The item will be removed from the Errors list. 6. In the display for the Deleted filter or the Show All filter, you will see the item listed as Deleted. EasyPost Jobs Report - viewing, printing, emailing The EasyPost Jobs Report enables users to see their EasyPost activities for a specified period. It can also be accessed from EXACT Reports. It can be setup to run automatically by means of the EXACT Scheduler. To view the EasyPost Jobs Report 1. Launch the EasyPost Job Monitor from Administration > EasyPost Job Monitor < 2. From the EasyPost Job Monitor, click the Jobs Report button screen: to display the Print EasyPost Jobs Report 3. Specify parameters for the report Period. 4. If you are going to physically print, specify parameters for Number of Copies and Printer. 5. You have the option to Preview, Print or email the Report. Example of a Report Preview: EasyPost EXACT v11.3 SP6, 16/09/2014 page 15 of 58 EasyPost Statements and Invoices Purpose From version 11.3 SP5, EXACT users can automate the distribution of printed Patient Statements and Invoices by means of EasyPost. When statements or Invoices have been sent the following further actions take place: < EXACT creates a record in the Patients Contacts Tab. EXACT creates a record under the Patients Transactions screen (this is viewable when the "Non Account Items" checkbox is ticked). EXACT creates a record under the Transactions > List Items > List Statements Printed screen The Total Number of Statements Sent field is incremented in the EasyPost Jobs Report within the date range specified. Benefits The practice does not need to print, fold and insert into envelopes, address each envelope and physically post the statement / invoice run. Mail sent via EasyPost is traceable. EasyPost is a quality service with professionally printed stationery, which increases the perceived professionalism of the practice. Features The EasyPost output is recorded in multiple places within EXACT, including Transactions > List Items > List Statements area The Patients Transaction screen The EasyPost Jobs Report includes a Statements column in which to record the total number of EasyPost Statements successfully sent. See Monitoring EasyPost patient statement runs (on page 19) Requirements The EasyPost module must be registered for the practice. Limitations EasyPost Statements and Invoices cannot be printed onto Postcards / DL Flyers. EasyPost Statements and Invoices cannot be printed for Family Members. EasyPost EXACT v11.3 SP6, 16/09/2014 page 16 of 58 Posting an Invoice through EasyPost To post a patient invoice through EasyPost 1. Select a patient in the Patients desktop and then select View Patient Transactions (or press CTRL-T on the keyboard). 2. Select the Invoice in the list of transactions. 3. Select the Print button to display the Print Invoice window. 4. Select the EasyPost button. < Posting a Patient Statement through EasyPost To post a patient statement through EasyPost 1. Select a patient in the Patients desktop and then select View Patient Transactions (or press CTRL-T on the keyboard). 2. Select the Statement in the list of transactions. 3. Select the Statement button to display the Print Statement window. 4. Select appropriate print options in the print window and then select the EasyPost button. EasyPost EXACT v11.3 SP6, 16/09/2014 page 17 of 58 5. See Monitoring EasyPost patient statement runs (on page 19) for details on how to check that the statement has been processed through EasyPost. Posting statement runs through EasyPost To post patient statement runs through EasyPost 1. When running patient print statements, select the EasyPost button in the Print Statement Run screen: < A Progress indicator displays progression of the print run: You may see a list of failures, in which case click Close: EasyPost EXACT v11.3 SP6, 16/09/2014 page 18 of 58 The EasyPost Statement Validation screen displays: < The list depends on how how thoroughly you defined your patient exclusions for the statement run. Every checked box represents an EasyPost statement that will be sent. 2. Select the patients to whom you want to send statements by o Filtering by clicking column headers. o Optionally select all / select none by means of the global selection checkbox: o Un-checking patients for whom you do not want to post statements (for example, they may owe a negligible amount). When the list is correct, select the EasyPost button at bottom right to send selected statements via EasyPost. 3. Optionally monitor the status of the print run or of the statements for individuals (see Monitoring EasyPost patient statement runs (on page 19)) Monitoring EasyPost patient statement runs Once the statements have been run, there are a number of ways to to monitor the statements. To track and monitor EasyPost patient statement runs Use any or all of these facilities to check on EasyPost patient statements: EasyPost Jobs monitor: EasyPost EXACT v11.3 SP6, 16/09/2014 page 19 of 58 An individual patient's Contact Tab: NOTE: double-click the EasyPost icon to display the statement that has been sent. All Statements are sent via the duplex method, so the first page is the patient's address and the second page is the statement itself. You can edit the default coversheet from the document templates window, under the EasyPost Cover Sheets category: < The statement production is recorded in the Transactions > List Items > List Statements area: ... where it is identifiable by the EasyPost icon: EasyPost EXACT v11.3 SP6, 16/09/2014 page 20 of 58 The Patients Transaction screen displays the EasyPost statement production (when the Non Account items checkbox is checked): Note that in this screen the Key that explains the transaction icons also includes the EasyPost Statement icon: < The EasyPost Jobs Report includes a Statements column in which to record the total number of EasyPost Statements successfully sent: EasyPost EXACT v11.3 SP6, 16/09/2014 page 21 of 58 Sending EasyPost Recall Runs How this works: EXACT will use the specified EasyPost template for fully automated recalls (where you do nothing), and also when you manually run the recalls. < To setup EasyPost Recall Runs See the Recall Manager information, with links to training videos Launching Presentation Manager to create templates EasyPost runs through the Presentation Manager interface. To launch Presentation Manager in order to create templates With Presentation Manager enabled, launch the Document Details window from any one of three points: Click the EasyPost button in the Patients screen: EXACT v11.3 SP6, 16/09/2014 page 22 of 58 Click the Create a Patient document button in the Patient File Click the Create a Specialist Document in the Specialist file. The Document Details screen displays: < From here you can: Edit, Create and Delete templates. Create Categories for differentiating templates. Filter the list of templates to display only templates of a certain type. Preview a template with its merge fields populated. Print a template directly to a local printer. Send a template to EasyPost. See also: The Document Details screen (see "Document Details window" on page 24). Presentation Manager information. EasyPost EXACT v11.3 SP6, 16/09/2014 page 23 of 58 Document Details window Complete the following fields (as appropriate) to create the document: Provider: Click in the field and use the selectors to select a Provider under whose name the document will be written. Note: If you are logged in as a Provider, your Provider Code will appear here by default, and if the patient has a Provider assigned, that Provider will display by default. < Specialist: Click in the field and use the selectors to select a Specialist under whose name the document will be written. EasyPost EXACT v11.3 SP6, 16/09/2014 page 24 of 58 Category: This defaults to Admin Document but you can select an alternative type from the list. Click button to display the View Contact Categories window, where you can Add, Edit and Delete categories: There is no limit to the number of Categories that you can create. These Categories are significant in the Patient File Contacts tab (as indicated below), where contacts can be displayed/sorted by the Category. Note also how the template Description field is shown under the Description column: < Description: Type a description for the document content. This will be displayed in the list of contacts. Document Templates pane: EasyPost EXACT v11.3 SP6, 16/09/2014 page 25 of 58 Templates: These can be Standard (delivered with the software), created/customised and/or imported. EasyPost templates display the EasyPost icon: Arrange templates by dragging them into folders templates into folders. Hover your mouse cursor over a template to display an Edit and a Delete button. Use the +1 button at the bottom of the screen to add templates by means of the Create Template screen. Edit button : This opens the RTF format document for editing using Microsoft Word (or the Presentation Manager window, if it is enabled). A Merge Fields selector overlays the document, enabling you to conveniently insert merge fields into the content. For details on editing, see Creating a New Template. Categories: Use these as a means of rationally arranging templates (drag templates into folders). Create any number of Categories. Hover your mouse cursor over a category to display a Delete button. Add categories from three locations in the Document Details screen - see , , . You can also select and add Categories from the Create Template (see "Creating a letter template" on page 31) screen. Preview of the selected template. Add new category button: < +1 button opens the Create Template window. See Creating a New Template. Print: Print the selected letter template for this patient. EasyPost: Click to send the template to EasyPost (populated with the selected patient's details) for third party printing, addressing and posting (requires the EasyPost module and Presentation Manager). Preview: Without Presentation Manager this will pop up the template document for viewing. With Presentation Manager, this displays the document preview at right, with merge fields populated with sample patient details: Cancel button: Cancel the document details and close the window. Document Categories Use Categories to classify documents that are scanned, imported or created in EXACT. Categories can be viewed, edited, created and deleted from the Document Details window (on page 24), where EasyPost EXACT v11.3 SP6, 16/09/2014 page 26 of 58 they display in alphabetical order. Simply drag and drop documents to arrange them in Categories. Documents that are not specifically categorised are listed under "No Category". You can create an unlimited number of categories. To add a new Category from the Document Details window Either Click the Category button... < ...to display the View Contact Categories window, where you can Add, Edit and Delete categories: - or Add new category button from the bottom of the Document Details window: To add a new Category from the Create Template window EasyPost EXACT v11.3 SP6, 16/09/2014 page 27 of 58 Previewing a template with fields populated You may want to preview a template before printing it or sending it to EasyPost. To preview a template with its merge fields already populated 1. Select the template in the Document Details screen (see "Document Details window" on page 24). 2. By default, the template displays at right, showing merge fields in their coded (unpopulated) format: 3. Click the Preview button: < 4. The template now displays as it will print, with the merge fields populated with a sample of actual values. Creating an EasyPost Postcard template What you'll need: An image to use as the postcard background / logo / point of interest, saved to a known location. An EasyPost blank postcard-sized template such as A4 (comes with the v11.3 and later software): Presentation Manager To create an EasyPost Postcard 1. Select any patient. 2. Click the Create a Patient Document button : 3. Click the +1 button in the Document Details screen to display the Create Template window. EasyPost EXACT v11.3 SP6, 16/09/2014 page 28 of 58 The Create Template screen displays, with default (locked) Standard Templates listed. You have to base any New template on a standard template, so it is essential to select a starting template. IMPORTANT: For EasyPost you must select an EasyPost template as these have the address labels set up for EasyPost. All standard EasyPost templates are listed with the EasyPost icon and name prefix: 4. In the Create Template window: < 5. In the EXDOC window, with the blank template displayed for editing, a. Click on the blank page at the point where you want to add the image. b. Select the Images tab in the left pane: EasyPost EXACT v11.3 SP6, 16/09/2014 page 29 of 58 c. Click the Binoculars button at bottom right of that tab: d. In the Open window, browse for and select the image to add it to the postcard. e. Click on the page where you want the client addresses to be located, then click the Add EasyPost Support button at the top of the Merge Fields tab in the left pane: You will be prompted to confirm that you have added all required images to the template: < 6. Click Yes to open the Add EasyPost Support screen: 7. Select the appropriate parameters for the address, including whether it is a letter or postcard, Colour, EasyPost EXACT v11.3 SP6, 16/09/2014 page 30 of 58 Double-sided, placement of the address, which patient address to send to, and the size and typeface of the font. 8. Click OK and you will see the read-only blue address block appear on the page. 9. Add any further relevant text to the page and format it as you require: 10. Select Options in the top of the left pane and click the Save and Close button: 11. Back in the Document Details screen, click Preview to see how the template appears with actual patient data rather than merge field placeholders: < Creating a letter template To create a new template 1. Open the Document Details screen (see "Document Details window" on page 24). 2. Click the Add button: The Create Template screen displays, with default (locked) Standard Templates listed. You have to base any New template on a standard template, so it is essential to select a starting template. IMPORTANT: For EasyPost you must select an EasyPost template as these have the address labels set up for EasyPost. EasyPost EXACT v11.3 SP6, 16/09/2014 page 31 of 58 3. In the Create Template window: < TIPS: - To quickly locate a known template: Select any template then type the starting-letter of the known template to immediately jump to the next template starting with that letter. Keep typing to cycle through all templates starting with that letter. - Select the Import Templates button to browse for and then import saved templates. 4. Click the Create and Edit template button: This opens the standard means of creating / editing templates from an MSWord RTF document. EasyPost EXACT v11.3 SP6, 16/09/2014 page 32 of 58 To change this template to a Non-EasyPost template (and remove the non-editable blue address block) Simply click the Remove EasyPost Support button at top left in the Merge Fields tab: (You will only see this if you have your Presentation Manager in PINNED mode) < (You can also opt to Add Easypost Support to a non-EasyPost template (see "Adding EasyPost support to a non-EasyPost template" on page 37)) To select a Merge Field: 5. Save and close this template when completed. NOTE: You may need to close and re-open the Document Details window to see a preview of the updated template. 6. At any time you can re-open it for editing by double-clicking the template in the Document Details screen (see "Document Details window" on page 24) list. EasyPost EXACT v11.3 SP6, 16/09/2014 page 33 of 58 Merge Fields in EXACT Merge fields are a powerful EXACT feature, enabling users to automate the creation of multiple letters and emails from templates. This section provides an explanation and procedures. Understanding Merge Fields in EXACT EXACT makes available a set of standard merge fields in a floating Letter Merge Fields window: < This window will remain open until you click the right-click the window and select 'Close'. button in the top right-hand corner, or You can 'park' the window in a place on the screen where it is not in the way of your work, and resize it by dragging any of the borders with the mouse cursor. These merge fields are like reusable placeholders that you insert in your letter templates. When you create a letter from a particular template, EXACT populates the letter's merge fields from its database. You do not need to manually find and enter each piece of information for each individual letter or email message. For example, instead of typing "Mr Peter Jones", you could have these merge fields in the letter template: [patient.title] [patient.firstname] [patient.lastname] When you create the letter/s for printing or emailing, EXACT extracts these fields from its database and automatically populates the letter content. One of the letters may be to a Mr Peter Jones, but you may well have specified a range of a few hundred patients, and with just a few clicks generated a custom letter for each of them. Merge fields document formatting Treat the merge fields as you would any other text in the document, using normal punctuation and formatting. For example, insert single spaces between each merge field: [patient.title] [patient.firstname] [patient.lastname] Or if you want just the patient's last name to be bold: [patient.title] [patient.firstname] [patient.lastname]. Who can access the merge fields? EasyPost EXACT v11.3 SP6, 16/09/2014 page 34 of 58 The list of fields available can be viewed by someone with appropriate security, such as the Practice Administrator. Where are the merge fields accessible? Configure Menu > Practice Settings, then click the View Merge Fields button. The button is also accessible: When an existing letter template is edited, or a new letter template is created When an email template is created or edited. Using Merge Fields in EXACT To select merge fields from the floating Merge Fields popup window Use standard Windows selection controls: To select one merge field, simply click it. To select a block of merge fields, select the first field you require, press require. To select several non-adjacent fields, hold down the mouse. then click the last field you key then click each field you require with the When the Letter Merge Fields window is no longer required, click to close it. To copy selected merge fields from the floating popup window into the template document Copy fields from the Letter Merge Fields popup window into Word using the clipboard. < To filter the list of merge fields by group EXACT has a long list of merge fields. For ease of use you can filter this list according to subset (group) by mens of a button at the bottom of the Letter Merge Fields window: For example, these are just appointment related merge fields: EasyPost EXACT v11.3 SP6, 16/09/2014 page 35 of 58 Using Date Merge Fields in documents To use Date Merge Fields in documents There are many date merge fields in EXACT such the current date, patient next appointment date, patient dentist recall date, etc. Each date field can have ‘options’ applied to it to give you the desired formatting in your letters or emails. Below are the possible date options: < Type in Template Displayed in Letter [general.date] 29/07/12 [general.date:OPT=DOWONLY] Wed [general.date:OPT=DOWONLY,FULL] Wednesday [general.date:OPT=DAYONLY] 29 [general.date:OPT=DAYONLY,FULL] 29th [general.date:OPT=MONTHONLY] Jul [general.date:OPT=MONTHONLY,FULL] July [general.date:OPT=YEARONLY] 00 [general.date:OPT=YEARONLY,FULL] 2012 You can use more than one date option in your letter to give you the desired result as shown below: [general.date:OPT=DAYONLY,FULL] [general.date:OPT=MONTHONLY,FULL] [general.date:OPT=YEARONLY,FULL] Note that if you are using Presentation Manager, the options above are not valid. You will instead be given the choice of some standard date format options, which you can customise as required in Word. This will display as (e.g.) 29th July 2012 EasyPost EXACT v11.3 SP6, 16/09/2014 page 36 of 58 Adding EasyPost support to a non-EasyPost template Standard EasyPost templates are identifiable by Name and by the non-editable address field in the template: To add Easypost Support to a non-EasyPost template 1. With the template open in RTF form, click the Add EasyPost Support button at top left, in the Merge Fields tab: < You will be prompted to confirm that you have added all required images to the template: 2. Click Yes to open the Add EasyPost Support screen: EasyPost EXACT v11.3 SP6, 16/09/2014 page 37 of 58 3. Select the appropriate parameters for the address, including whether it is a letter or postcard, Colour, Double-sided, placement of the address, which patient address to send to, and the size and typeface of the font. 4. Click OK. 5. Remove any address merge fields that were already in the template. 6. Select Options and click the Save and Close button: 7. Back in the Document Details screen, click Preview to see how the template appears with actual patient data rather than merge field placeholders: V < 8. To print your document from EXDOC-Pro, simply select the EasyPost button on the Options menu: EasyPost EXACT v11.3 SP6, 16/09/2014 page 38 of 58 9. (Optional) Check that the EasyPost job was successfully sent by Viewing it in the Patient Contacts Tab: ... and Viewing it in the EasyPost Jobs: Testing the new letter template To test a letter template < 1. Using a test patient, click the Create a Patient Document button : 2. When the Document Details screen displays, o Select the Provider who will send the letter. o Type a Description for the letter. o Click Preview and ensure that it has inserted the appropriate information and that it reads correctly. If any changes are required, make a note of them. To test a letter template by means of Presentation Manager (EasyPost applies) (Requires Presentation Manager. Presentation Manager is a prerequisite for EasyPost, so this applies if you have EasyPost) 1. Using a test patient, click the Create a Patient Document button : 2. When the Document Details screen displays, o Select the Provider that the letter will be from. EasyPost EXACT v11.3 SP6, 16/09/2014 page 39 of 58 o o o Type a Description for the letter. Click Preview to display a preview on the right of the screen with merge fields populated. Ensure that the letter has inserted the appropriate information and that it reads correctly. If any changes are required, make a note of them. To check the Test Template's results If information is missing or incorrect, check the following: Did the patient file you used for testing contain the missing information? For example, a birth date was required in the letter; was one present in the patient file? If the test document contains a space where the merge field data should have appeared, this is usually an indication the data is missing from the record. However, if instead the text of the merge field itself appears in the document, this indicates the merge field is invalid or incorrect. Check all your square brackets are present [ ] Check for a missing full stop [patient.lastname] between terms in the field. Did you remember to format the letter (e.g. spaces, line returns, fonts etc)? Sometimes, a merge field will not work correctly if copied into the document using “cut and paste”. Try typing the merge field in manually then repeat the test. If you are unable to correct a problem, contact the Support Desk for assistance. EasyPost tasks in Presentation Manager This section includes EasyPost tasks that you may need to perform in Presentation Manager, primarily around custom templates. < Adding EasyPost Support in Presentation Manager (on page 40) Creating a New template in Presentation Manager for EasyPost (on page 42) Editing a template in Presentation Manager (on page 44) Adding EasyPost Support in Presentation Manager To use existing templates with EasyPost, you first need to add EasyPost support, which enables the inclusion of the uneditable EasyPost section in a template. NOTE: When you add the EasyPost element, it could shift your document template layout, so ensure that you add any required graphics to the document template before you Add EasyPost Support. To add EasyPost support in Presentation Manager 1. Launch the Document Details window from any one of three points: o Click the button in the Patients screen: o Click the Create a Patient document button in the Patient File o Click the Create a Specialist Document in the Specialist file. The Document Details screen displays. 2. In the Document Details screen, 1) Click to select the template, 2) Click the Edit button and 3) You will see the message Presentation Manager Loading... EasyPost EXACT v11.3 SP6, 16/09/2014 page 40 of 58 3. When Presentation Manager loads, click the Add EasyPost Support button: < Format The document format, including whether address is to the left or right. Colour / Double sided Most practices leave print options as grey scale, single sided. Addressee Most practices post to Patients at Home (Patient Hm). Typeface / Font The EasyPost section of your document printout will later be added by the mail house. The purpose of these fields is to allow you to match the appearance of the document's EasyPost section to the typeface and font used in the document template itself. i.e. The mail house prints the EasyPost section with font attributes that you define in these two fields. 4. Click OK to immediately see the EasyPost section added to the template: EasyPost EXACT v11.3 SP6, 16/09/2014 page 41 of 58 5. If necessary, tweak your template layout. 6. Save by means of Options > Save and Close: < Creating a New template in Presentation Manager for EasyPost This example is a postcard, comprising these steps: 1. 2. 3. 4. 5. 6. Start a document template without EasyPost Support. Add text and graphics. Add EasyPost support. Tweak the layout. Save. Check. To create a New template in Presentation Manager for EasyPost (Postcard example) 1. Select a layout in Presentation Manager, without EasyPost Support. EasyPost EXACT v11.3 SP6, 16/09/2014 page 42 of 58 2. Add text and graphics to the template, still without adding EasyPost Support: < 3. Once the text and graphics are added, click the Add EasyPost Support button display the Add EasyPost Support screen: to Format Select the appropriate format (in this case, Postcard (Right)) You will see the preview of that format in the Preview window at right. The shaded blue area cannot be edited or moved. The mail house will later print information into the fields in this area. Colour / Double sided For postcards, EXACT automatically checks the tickboxes for (enables) the Colour and Double-sided options, as shown in the image above. EasyPost EXACT v11.3 SP6, 16/09/2014 page 43 of 58 Addressee Select the Addressee (in this example, and normally Patient Hm (Patients at Home)). Typeface / Font The mail house will print the EasyPost section with font attributes that you define in these two fields. The purpose of these fields is to allow you to match the appearance of the document's EasyPost section to the typeface and font used in the document template itself. 4. Click OK. The shaded blue section appears in the template. 5. If necessary, tweak your template layout. 6. Save by means of Options > Save and Close: < Editing a template in Presentation Manager To edit an EasyPost-enabled template in Presentation Manager 1. Launch the Document Details window from any one of three points: o Click the button in the Patients screen: o Click the Create a Patient document button in the Patient File o Click the Create a Specialist Document in the Specialist file. The Document Details screen displays. 2. In the Document Details screen, 1) Click to select the template, 2) Hover your mouse cursor over the template to see the Edit button then click it and 3) You will see the message Presentation Manager Loading... Presentation Manager opens the template that you selected to edit: EasyPost EXACT v11.3 SP6, 16/09/2014 page 44 of 58 The blue-shaded EasyPost section is uneditable (you cannot change it or move it). 3. If you are going to make small changes to the template text only, simply edit the template and save. 4. If you are going to make big changes to the template that include graphics, o Click the button to Remove EasyPost Support. You will see the shaded blue section disappear. o Edit the template as required. o Click the button to Add EasyPost Support. You will see the blue shaded section added to the template. o If necessary, tweak your template layout. o Save by means of Options > Save and Close: < Configuring EasyPost This section includes the configuration tasks required for EasyPost. Checking if EasyPost is registered for your practice To check if EasyPost is registered for your practice 1. Go to Configure > Practice Information, and click the Register button. The Register screen displays. 2. Check the information against EasyPost: (Example) Not registered: EasyPost EXACT v11.3 SP6, 16/09/2014 page 45 of 58 (Example) Registered: SEE ALSO: Registering EasyPost (on page 46) Registering EasyPost During registration, EXACT will check that the Practice EasyPost Account information has been entered and is functioning correctly. If this is a re-registration, the previously entered information will be visible for review. To register EasyPost (Recommended - please call Software of Excellence to have EasyPost set up) < 1. Go to Configure > Practice Information, and click the Register button. The Register screen displays. 2. Click the Register button alongside EasyPost: The EasyPost screen displays: Note that this screen has a Test and Continue button that allows you to test settings before continuing. 3. Complete the fields. EasyPost Practice ID If this has already been entered for a previous account such as SMS, it will already be filled in. Maximum of 7 characters. Important: This field must be filled in with the CRM Practice ID code, as used by Software Of Excellence. Prefix This is a prefix supplied by your Software Of Excellence support consultant. If you didn’t need one, leave this blank. EXACT v11.3 SP6, 16/09/2014 page 46 of 58 Password This password is supplied by your Software Of Excellence support consultant. 4. Click Test and Continue to test the account settings. 5. If the test is successful, continue and register the module as for other modules. EasyPost is then ready to use. Adding the EasyPost Jobs icon to your workspace bar Having the Jobs icon instantly available will help you to monitor the EasyPost jobs. The icon must be added to the workspace bar per user. To add the EasyPost Jobs icon to the workspace bar < Right-click the workspace bar and choose Customise... to display the Customise Workspace window. Select the EasyPost Jobs icon in the left pane. Click the >> button to move the icon to the right pane. Use the Up / Down arrows to position the iocon in the list. Click OK. Check that the icon displays in the workspace bar: EasyPost EXACT v11.3 SP6, 16/09/2014 page 47 of 58 Configure EasyPost with Recall Automation Automated recalls by means of EasyPost is one of the most powerful utilities available in the EXACT toolset. With this strategy you use EasyPost letters as the contact medium with patients. NOTE: Practices without Recall Automation can still output Recall Letters/Postcards via EasyPost by simply clicking the EasyPost Button. To set up EasyPost with Recall Automation 1. Select Administration > Manage Recalls. 2. Click the Configure Recalls button: The Recall Parameters Screen displays: < 3. Click the Automation button and set up the automatic sending of recalls as described in Automating Recalls. 4. To utilise Recall Automation, the practice must have the Run Recalls Automatically checkbox checked / ticked. (If this checkbox is not checked, users need to manually click the Run Recalls button in the Manage Recalls screen) EasyPost EXACT v11.3 SP6, 16/09/2014 page 48 of 58 5. With Run Recalls Automatically checked / ticked, you can setup contact methods for the various periods where Recalls are due. Contact methods can now be setup as SMS, Email and EasyPost. 6. To set contact methods for each recall period, simply click the Add Contact Methods hyperlink: You will be presented with the following screen, where you can choose the order of contact methods, and Edit the EasyPost selection to select the templates: < 7. Once Recall Automation is enabled, and contact methods for the past/present and future are set, the EasyPost letters will be outputted automatically each day at a set time. SEE ALSO: Recall Manager | Automating Recalls Configure automated appointment reminders by EasyPost (Requires functional EasyPost. Without EasyPost you will not see this screen.) From release 11.3 SP6 template documents can be sent to patients via EasyPost as automated appointment reminders. These include any forms that a patient is required to complete (such as Medical History), information on scheduled treatment procedures, special offers, or any other print material that the practice deems appropriate. EasyPost EXACT v11.3 SP6, 16/09/2014 page 49 of 58 The reminder can be scheduled in weeks before the appointment, and select patients can optionally be targetted by means of query templates.. To configure automated EasyPost Appointment Reminders (This is part of the Configuring Automatic Appointment Reminders Wizard) < Configure automated appointment follow-ups by EasyPost From version 11.3 SP6 EXACT can automatically send patient appointment follow-ups by EasyPost. Overview of Automatic Appointment Follow-ups Description of the Purpose, Benefits, Features and Requirements for automated Appointment Follow-ups. Purpose This feature enables EXACT to automatically send patient appointment follow-ups by SMS, Email and/or EasyPost. Where the appointment follow-up medium is SMS, if patients return an SMS keyword, EXACT can automatically reply with a second follow-up SMS. Practices can employ this functionality in different ways, but many are likely to create a survey where the patient returns a scored response and the practice follows up according to the score. Benefits This feature expands EXACT's automatic appointment communications by enabling automated SMS Follow-ups. The practice is able to automatically send appropriate after-care information. With no practitioner effort, practices can communicate effectively with their Patients following appointments, and optionally request feedback by means of a survey. SMS is an effective medium because patients are able to respond easily and quickly. 'That which can be measured can be improved': The SMS Follow-up Responses Report records all patient appointment survey scores. Because it can be run both for individual Providers and for the practice as a whole, a practice can comprehensively measure the patient subjective experience of appointments, and can EasyPost EXACT v11.3 SP6, 16/09/2014 page 50 of 58 set objectives to improve the patient experience across Providers, for each Provider over time, and/or for the practice as a whole over time. Ultimately this feature has the potential to address and build dialogue on a central issue in dentistry - how patients feel about appointments. Patients benefit through the long term improvement in appointment services. Features Follow-ups are sent automatically without practitioner intervention. Up to three appointment follow-ups in three media (SMS, Email, EasyPost). EXACT will only send one follow-up message per day, even if three are configured. This caters to a situation where the patient has both a Dentist and Hygienist appointment but receives a single follow-up rather than duplicate follow-ups. Follow-ups can be staggered in hours, days or weeks Follow-ups can be sent to specific types of patients or appointments, as defined by patient query template. For SMS interactions, a survey scale can be created with up to 6 increments, and when patients score the survey by returning an SMS keyword, EXACT can send an appropriate further follow-up SMS. SMS follow-ups are recorded in the patient Contacts Tab. An SMS Follow-up Responses Report can be run for one, multiple, or all Providers from Administration > Reports > Practice Management. This report shows the replies for each Provider (per day/week/month/year), the average score per Provider and the Average for the Practice. Security permissions are required for setup. These can be manually set up, but note that on upgrade to v11.3 SP6, appropriate security permissions are automatically inherited from the previous software configuration: all users with permission to access the Automatic Appointment Reminders section will also have access to the Automatic Appointment Follow-ups section. < Requirements EXACT v11.3 SP6 or later SMS and Easypost options require that SMS Replies and EasyPost are operational. Security permissions are required for setup. These can be set manually, but they are also automatically inherited when you upgrade to v11.3 SP6. If a User has the security to access the Automatic Appointment Reminders section, they will also be able to access the Automatic Appointment Follow-Ups on software upgrade. Using Automatic Appointment Follow-ups This is an automated feature requiring no user workflow. However, users can track SMS follow-up responses per patient (see "Tracking patient SMS Follow-up Responses" on page 51), and use the SMS Follow-up Responses Report (see "Running the SMS Follow-ups Report" on page 52) as a management tool. Tracking patient SMS Follow-up Responses To track patient SMS Follow-up Responses Go to the Patient File > Contacts tab, where you will find all SMS follow-up responses listed. EasyPost EXACT v11.3 SP6, 16/09/2014 page 51 of 58 Running the SMS Follow-ups Report This report only applies to SMS Follow-up responses with keywords enabled. To run the SMS Follow-ups Report 1. Go to Administration > Reports and select SMS Follow-up Responses: 2. Specify print parameters: < (to print all Providers, leave the Provider(s) field blank) 3. Print example: EasyPost EXACT v11.3 SP6, 16/09/2014 page 52 of 58 Configuring Automatic Appointment Follow-ups Configuration options < Options are flexible so you need to carefully plan the configuration to best match your patient demographics, practice culture, practice business objectives, and patient technology preferences. Decisions include: What follow-ups should you have after a patient appointment? (You can have up to three appointment follow-ups, set at different intervals (hours, days, weeks), in three different media (SMS, Email, EasyPost), targetted at specific types of patients/appointments as identified by query template) If you conduct a survey, how many levels should you use in the measurement scale? (up to six levels such as 1, 2, 3, 4, 5, 6) Do you want a second follow-up? When the patient replies to the survey by SMS, stating a keyword, what should you say? (You need to create an effective template SMS response to each survey score (keyword)) What survey objectives to set for practice management? o What Provider objectives to set for patient scoring? (you can compare Providers or track each Provider over time) o What practice objectives to set for patient survey scoring? (you can track mean scores for the practice) o How often to review the SMS Follow-up Responses Report and track performance? o Will you schedule the SMS Follow-up Responses Report? Configure up to three appointment first follow-ups Overview: In the Appointment Follow-ups Wizard, create up to 3 automated first follow-ups in any of these media: SMS, EasyPost EXACT v11.3 SP6, 16/09/2014 page 53 of 58 Email, EasyPost. For each first follow-up, Create and specify a template according to the medium. Specify the sending intervals (in hours, days and weeks) after the appointment. Specify what type of patients to target by assigning an existing patient query or creating a new patient query. To create automated first follow-ups to a patient appointment 1. Access the configuration wizard from Configure > Automatic Appointment Follow-ups. < The Automatic Appointment Follow-ups Wizard displays: 2. Select Next> to display the next wizard page: EasyPost EXACT v11.3 SP6, 16/09/2014 page 54 of 58 < In this screen you can create up to three follow-ups, which can flexibly vary according to Type, sending interval after the appointment, the template that EXACT will send, and the target patients (whom you can specify by Query Template, according to parameters such as type of treatment or payor). EXACT will only send one follow-up message per day, even if three are configured. This caters to a situation where the patient has both a Dentist and Hygienist appointment but receives a single follow-up rather than duplicate follow-ups. Note that when you 1) create an SMS follow-up and 2) assign an appropriate template, the Keyword settings button is activated, and you can opt to select this in order to Configure EXACT's second follow-up (on page Error! Bookmark not defined.). Example: o One hour after after patients have had a tooth extracted, EXACT can initiate an EasyPost after care brochure on tooth extraction, to reach them within an estimated 2 - 3 days, and o Two days after patients have had a tooth extracted, EXACT can send them a courtesy SMS with brief instructions for care, and o Three days after patients have had a tooth extracted, and once they have likely received the courtesy SMS and the After Care EasyPost brochure, EXACT can send them an SMS survey requesting keyword-feedback on the quality of their appointment. Sample courtesy SMS: EasyPost EXACT v11.3 SP6, 16/09/2014 page 55 of 58 Sample survey SMS: < EasyPost EXACT v11.3 SP6, 16/09/2014 page 56 of 58 EasyPost Jobs Monitor • 6, 8, 11 Index EasyPost Jobs Report - viewing, printing, emailing • 6, 9, 11, 15 A Adding EasyPost Support in Presentation Manager • 40 EasyPost Statements and Invoices • 6, 8, 16 Adding EasyPost support to a non-EasyPost template • 6, 33, 37 Editing a template in Presentation Manager • 40, 44 Adding the EasyPost Jobs icon to your workspace bar • 6, 11, 13, 47 Features of Appointment Follow-ups • 51 F B Features of EasyPost • 6, 8 Benefits of Appointment Follow-ups • 50 L Benefits of EasyPost • 6, 7 Launching Presentation Manager to create templates • 6, 22 C M Checking EasyPost Jobs • 12 Checking if EasyPost is registered for your practice • 6, 10, 45 Configuration options • 53 Configure automated appointment Follow-ups by EasyPost • 6, 8 < EasyPost tasks in Presentation Manager • 6, 40 Configure automated appointment reminders by EasyPost • 6, 8, 49 Configure EasyPost with Recall Automation • 6, 48 Configure EXACT's second follow-up • 55, 56 Configure up to three appointment first follow-ups • 53 Configuring Appointment Follow-ups • 53 Merge Fields in EXACT • 34 Monitoring EasyPost patient statement runs • 16, 18, 19 O Overview of Appointment Follow-ups • 50 Overview of EasyPost • 7 P Posting a Patient Statement through EasyPost • 17 Posting an Invoice through EasyPost • 17 Posting statement runs through EasyPost • 18 Previewing a template with fields populated • 6, 28 Purpose of Appointment Follow-ups • 50 Configuring EasyPost • 45 Purpose of EasyPost • 6, 7 Creating a letter template • 6, 26, 31 Creating a New template in Presentation Manager for EasyPost • 40, 42 R Registering EasyPost • 6, 10, 46 Creating an EasyPost Postcard template • 6, 28 Requirements for Appointment Follow-ups • 51 D Requirements for EasyPost • 6, 10 Deleting EasyPost jobs • 14 Resending EasyPost Jobs that failed • 14 Displaying further information on an EasyPost job • 13 Running the SMS Follow-ups Report • 51, 52 Document Categories • 26 S Sending EasyPost Recall Runs • 6, 22 Document Details window • 6, 23, 24, 26, 28, 31, 33 E Sorting and filtering EasyPost Jobs Monitor • 13 T EASYPOST • 6 Testing the new letter template • 6, 39 EasyPost automated appointment follow-ups • 6, 50 EasyPost EXACT v11.3 SP6, 16/09/2014 page 57 of 58 Tracking patient SMS Follow-up Responses • 51 U Understanding Merge Fields in EXACT • 34 Using Appointment Follow-ups • 51 Using Date Merge Fields in documents • 36 Using EasyPost • 11 Using Merge Fields in EXACT • 35 < EasyPost EXACT v11.3 SP6, 16/09/2014 page 58 of 58
