A guide to Patient Emails & SMS messages in Meddbase

Email/SMS

Name

Appointment Confirmation email

(Non-Telemedicine)

Either in:

• Admin > Configuration > Task Checker > Appointment Confirmation > Patient > Email box checked > Email Message (generic)

Or

• Admin > Configuration > Appointment Admin > Patient confirmation > Confirmation email message (appointment type specific; overrides generic message)

Yes, via either:

• (Chamber) 'Email' checkbox unticked in Admin > Configuration > Task Checker > Patient > Email
• (Per Patient) Patient not giving consent for this contact type
• (Per Appointment Type) 'Prevent confirmation email' checkbox ticked in Admin > Appointment Admin > New/Edit > Patient confirmation 

Appointment Confirmation SMS

Either in:

• Admin > Configuration > Task Checker > Appointment Confirmation > Patient > SMS box checked > SMS Message (generic)

Or

• Admin > Configuration > Appointment Admin > Patient confirmation > Confirmation email message (appointment type specific; overrides generic message)

Yes, via either:

• (Chamber) 'SMS' checkbox unticked in Admin > Configuration > Task Checker > Patient > SMS
• (Per Patient) Patient not giving consent for this contact type
• (Per Appointment Type) 'Prevent confirmation SMS' checkbox ticked in Admin > Appointment Admin > New/Edit > Patient confirmation 

Appointment

Confirmation email

(Telemedicine)

Either in:

• Admin > Configuration > Telemedicine > Telemedicine patient appointment confirmation override > Override email box checked > Email Message (generic; overrides Task Checker message)

Or

• Admin > Configuration > Appointment Admin > Telemedicine > Telemedicine confirmation email message
  (appointment type specific; overrides generic Telemedicine message)

Yes, via either:

• (Chamber) 'Override email' checkbox unticked in Admin > Configuration > Telemedicine > Telemedicine patient appointment confirmation override > Override email
• (Per Patient) Patient not giving consent for this contact type
• (Per Appointment Type) 'Prevent confirmation Email' checkbox ticked in Admin > Appointment Admin > New/Edit > Patient confirmation 

Appointment

Confirmation SMS

(Telemedicine)

Either in:

• Admin > Configuration > Telemedicine > Telemedicine patient appointment confirmation override > Override SMS box checked > SMS Message (generic; overrides Task Checker message)

Or

• Admin > Configuration > Appointment Admin > Telemedicine > Telemedicine confirmation SMS
  (appointment type specific; overrides generic Telemedicine message)

Yes, via either:

• (Chamber) 'Override SMS message' checkbox unticked in Admin > Configuration > Telemedicine > Telemedicine patient appointment confirmation override > Override SMS message
• (Per Patient) Patient not giving consent for this contact type
• (Per Appointment Type) 'Prevent confirmation SMS' checkbox ticked in Admin > Appointment Admin > New/Edit > Patient confirmation

Generated and sent when a patient is added to an online Charge Band or when a Meddbase user reset's a patient's portal login

• Patient added to an 'Online Enabled' Charge Band with the option to 'Allow And Notify' selected.

Or

• 'Reset Portal Login' clicked on Patient Record > Patient Portal 

Yes. This email will not be sent when the patient's Charge Band:

• Has not been 'Enabled for Online Booking'
• Has been 'Enabled for Online Booking' and 'Allow With No Notifications' has been selected.

Generated and sent when a patient gets locked out of the Patient Portal due to too many incorrect login attempts.

 'Forgot password?' clicked on the portal login page, email provided and 'Submit' clicked

N/A

Generated and sent when a patient forgets their password on the portal login page.

'Forgot password?' clicked on the portal login page, email provided and 'Submit' clicked

N/A

Generated and sent when:

Patient gets locked out of the portal due to too many incorrect login attempts...

Or

Patient forgets their password on the portal login page...

...and the provided email is not associated with a portal account

'Forgot password?' clicked on the portal login page, email provided and 'Submit' clicked (provided email not associated to a portal account)

N/A

Generated and sent when a user manually sets the patient's portal password.

 'Change Portal Password' is clicked via Patient Record > Patient Portal. New password specified, 'Send by email' selected and 'Set Password' clicked

N/A

Generated and sent when a user manually sets the patient's portal password.

 'Change Portal Password' is clicked via Patient Record > Patient Portal. New password specified, 'Send by SMS' selected and 'Set Password' clicked

N/A

Generated and sent after the set delay* when a document and/or medical record event is shared with the patient.

*Minimum delay can be set to 0.01, which equals 36 sec.

'Share with the patient' checkbox is ticked in either:

• Patient 'Documents' section
• Patient Medical History 

Yes, this email will not be sent when:

• (Chamber) 'Enable new shared items email' checkbox unticked in Admin > Configuration > Online Portal > Patient Portal Templates > Enable new shared items email

Occupational health portal 

Generated and sent when a patient is added to an online Charge Band and their referral portal account is activated

Or

When a Meddbase user reset's a patient's referral portal login

• Patient added to an 'Online Enabled' Charge Band, and their referral portal account is activated via Patient Record > Referral Portal > Portal Account Settings > Permissions and Departments set > Create and Invite

Or

• 'Reset Portal Login' clicked on Patient Record > Referral Portal > Reset Portal Login

Yes. This email will not be sent when the patient's Charge Band:

• Has not been 'Enabled for Online Booking'
• Has been 'Enabled for Online Booking' and the patient's referral portal account has been activated and the 'Create with no invitation' option has been selected.

 'Forgot password?' clicked on the Occupational Health Portal login page, email provided and 'Submit' clicked

N/A

'Forgot password?' clicked on the portal login page, email provided and 'Submit' clicked

N/A

Generated and sent when:

Patient gets locked out of the OH Portal due to too many incorrect login attempts...

Or

Patient forgets their password on the OH Portal login page...

...and the provided email is not associated with a portal account

'Forgot password?' clicked on the portal login page, email provided and 'Submit' clicked (provided email not associated to a portal account)

N/A

'Change Portal Password' is clicked via Patient Record > Referral Portal. New password specified, 'Send by email' selected and 'Set Password' clicked

N/A

'Change Portal Password' is clicked via Patient Record > Referral Portal.

New password specified, 'Send by SMS' selected and 'Set Password' clicked

N/A

Generated and sent when there is a change of state of a referral the patient is a manager of.

• A new message is added to a referral (via the OH portal or in Meddbase)
• A new reply is added to a message on the referral (via the OH Portal)
• A referral is rejected / discharged

Yes, the email will not be sent if the patient has not given consent to this type of communication.

• A new message is added to a referral (via the OH portal or in Meddbase)
• A new reply is added to a message on the referral (via the OH Portal)
• A referral is rejected / discharged

Yes, the SMS will not be sent if the patient has not given consent to this type of communication.

Bulk case reallocation via

OH Portal > Users overview > select user > Reallocate cases

Yes, the SMS will not be sent if the patient has not given consent to this type of communication.

Online payments 

Patient makes a payment either:

• Immediately following an appointment booking on the portal
• From an existing invoice on the portal
• From a link included in a manual email sent from an invoice in Meddbase 

Yes:

• (Chamber) 'Enable' checkbox unticked in Admin > Configuration > Online Portal > Online payments > Payment confirmation email > Enable

A recurring payment method is required when a patient is on a Charge Band with a Membership Scheme set up. The recurring payment can be set up in Meddbase vie the patient Record, or by the patient via the Patient Portal.

This email is sent when the payment method fails

Yes:

• (Chamber) 'Enable' checkbox unticked in Admin > Configuration > Online Portal > Online payments > Recurring payment failed email > Enable

When 'Automatic cancellation' is enabled under Admin > Configuration > Automatic cancellation > Enabled

and the patient does not make a payment online within the specified 'Tolerance'

Yes:

• (Chamber) 'Send cancellation email' checkbox unticked in Admin > Configuration > Online Portal > Online payments > Send cancellation email

When 'Automatic cancellation' is enabled under Admin > Configuration > Automatic cancellation > Enabled

and the patient does not make a payment online within the specified 'Tolerance'

Yes:

• (Chamber) 'Send cancellation SMS' checkbox unticked in Admin > Configuration > Online Portal > Online payments > Send cancellation SMS

Yes, via either:

• (Chamber) 'Email' checkbox unticked in Admin > Configuration > Task Checker > Questionnaire Reminder > Email
• (Per Patient) Patient not giving consent for this contact type

Yes, via either:

• (Chamber) 'SMS' checkbox unticked in Admin > Configuration > Task Checker > Questionnaire Reminder > SMS
• (Per Patient) Patient not giving consent for this contact type

Yes:

• 'Email assessment result to patient' checkbox unticked under Admin > Configuration > Online Portal > Pre-placement questionnaire

Yes:

• 'Email assessment result to manager' checkbox unticked under Admin > Configuration > Online Portal > Pre-placement questionnaire

• 'Email assessment document to manager' checkbox unticked under Admin > Configuration > Online Portal > Pre-placement questionnaire