Practices using Best Practice as their Practice Management Software have the ability to automatically send 'No Action Results' messages to patients. 

This allows you to communicate more effectively with patients about their results, and reduce the number o f follow up calls that your practice receives from patients. 

Please follow the instructions in the article below to start using No Action Results at your practice. 

1. What is No Action Results?

The 'No Action Results' feature allows you to automatically send secure messages to patients via SMS or Push Notification, once their test results have been received by the practitioner and marked as 'No action' required. 

• No Action Result messages will send for Investigations in Best Practice. If you have enabled Correspondence sync, Correspondences that are marked as 'No action' will continue to be marked as done by HotDoc.
  See: How to set up Correspondence or Documents Sync for HotDoc Results
  
  
• Once a No Action Result is sent, we will update the patient file in Best Practice with the HotDoc contact attempts, saving you time and effort 
  
  
• This allows you to effectively communicate with patients and creates a positive patient experience, as well as reduce the amount of calls at your practice from patients following up on their results 

Please follow each step in this article to see how to start using No Action Results at your practice! 

2. What doctors will need to do in Best Practice when sending No Action Results

The following explains the proposed doctor workflow and the criteria that must be met in Best Practice to ensure HotDoc can send no action results messages to patients:

1. All relevant tests have been returned in the 12 months prior to tests performed date;

2. All items in the doctor's inbox for the patient, for the same performed date, have been marked with an action; and

3. All relevant results have been marked as 'No action'

This is to avoid prematurely advising the patient that their results require no further action.

Note: Before you activate the feature, please be sure that your practitioners are aware of these workflow requirements

3. Consider your template settings

Before you enable No Action Results, it is important to note and consider the following:

1. We only send 1 Result SMN for no action results 
   This is so that we only contact patients once about their no action result message and this is not customisable in the Dashboard like your other templates.
   
   
2. Decide on your desired expiry period 
   To avoid messages sending for old results, or when a patient cannot be contacted via mobile, HotDoc requires that you set an expiry period for No Action Results.
   By default, this is set to 14 days, but you can adjust this under Mark as done if unable to send for [X] days.
   
   
3. Decide whether to include No Action Results in your 'To Action' to do list
   You can choose to filter out No Action Results from your 'To Action' to do list if HotDoc cannot contact the patient via mobile. By default, this setting is on but you can adjust thus under Show in the 'To Action' tab if SMN is unable to send.

4. The Patient Experience

 
Alongside the patient journey outlined above, it's also helpful to know the following:

• Patients can receive a push notification to open their No Action Result message, and it will be sent by the name of your clinic like below:
  
  
• SMS will come from a 'sender' that is either a generic sender name (such as GP_Clinic) or a shortened version of your clinic's name. In the case of the example above, the sender is called 'HDAcademy':
   
• Once the patient clicks the push notification or opens the link in the SMS, they will need to verify their surname and date of birth before they can view the message.
  
  
• The message copy we use in the SMN refers to a 'result message'. We have found that this language is most effective for increasing patient engagement with the SMN.

We recommend you share the above with your wider team so everyone is informed and ready to assist with any questions you may receive from your patients.

5. How to turn on No Action Results

Please follow the steps below to see how to enable the feature!

1. Once you're ready, you can enable the feature in the Dashboard by going to Recalls > Templates > Results templates > Set Up No Action Results:
   
   
2. Complete the steps in the checklist then activate your template:
   
   • Select the Getting Started Guide button and ensure you've read this guide OR watch our webcast which includes a live demonstration: https://academy.hotdoc.com.au/webcast-no-action-results 
     
     
   • Select the View Practitioner Workflow button to ensure your practitioners are aware of the workflow requirements for sending No Action Results:
     
     
   • Select Activate No Action Results - The template will be paused by default, we'll start syncing your no action results but they will not send until you automate the template. 
     
     
3. Once you are ready for No Actions Results to start sending, automate the 'Results: No action' template by checking the box next to 'Send HotDoc Recall Automatically' then press Save:
   If you need help on this, see: How can I make a Recall or Result send automatically?
   
   
   
   
4. We will start sending no action result messages, once your practitioners check all tests as returned and all results as ‘no action’! 
   
   

   ⓘ Important information

   When you activate No Action Results, anything that is already marked as Done will remain in a Done state. We will only start sending for results that are checked after you activate the feature.

   
   

6. When might a patient not receive a No Action Results message

7. Educating and training your team

Congratulations! You have now fully set up and learnt how to use HotDoc No Action Results. With more patients being informed by HotDoc, you will save time and resources!

To educate your team and ensure they are ready for HotDoc Results:

• It's important that your team is across the practitioner workflow What doctors need to do in Best Practice to send No Action Results, as well as when a no action result may not send Why didn't a patient receive a No Action Results message?
  
  
• We recommend checking our No Action Results FAQs for further resources and to search for frequently asked questions.
  
  
• For any questions about the No Action results template, see How to edit 'Results: No action' template settings
  
  
• Please ensure they are familiar with the following guide so they know how to manage your result actions moving forward: How do I action my Results? (Action checklist)
  
  
• Make sure your reception team are across HotDoc Recalls so they can assist with educating your patients by showing them the videos and resources in the Support Centre section: Using Recalls (Clinical Reminders) & Results 
  
  

To educate your patients and to ensure they are informed about HotDoc Recalls:

• Place HotDoc Recall Results information around the clinic and on social media. You can request additional posters from the HotDoc team or print additional resources here