Pause on Booking is a feature of HotDoc Recalls which will pause the SMN sequence assigned to a template if the patient has made an appointment.
- Practices can opt to have the SMN, call and letter sequences automatically pause when the patient makes a booking and continue if the patient cancels, or does not attend their appointment.
- Alternatively, they can also have the sequence move to Done if the patient reads their recall message.
This feature will help automate the workflow for important recall templates to make sure that the patient is recalled successfully and can be turned on for individual templates.
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To learn how to set it this up, see How do I pause a recall from sending when a patient makes a booking?. |
Best Practice, Medical Director & Zedmed
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In this article |
How Does It Work?
When Pause on Booking is enabled for a particular template, HotDoc will continue to send Recalls communications until the patient books an appointment.
- It is recommended that Pause on Booking is used for recalls that requires a patient to book an appointment within a timely manner.
- We find that practices are choosing to use the Pause on Booking feature for clinical reminders such as Cervical Screening Tests, Mole Checks and Non-Urgent Result recalls but the feature can be turned on for all your recall templates too.
- When the patient books their appointment, either by calling reception or by booking online through their HotDoc account, the recall will pause.
- Once the sequence is paused, it will change the status of the recall to either To Action: Patient Has Appointment or In Progress: Patient Has Appointment.
A visual outline of the workflow for Pause on Booking
What Do the Statuses mean?
In Progress: Patient Has Appointment
If the appointment that the patient books matches the appointment that is linked to the template (ie: for an immunisation recall a patient books an immunisation appointment - see below how to set this up in your Dashboard). The status of the recall will update to In Progress - Patient has appointment. You will not need to action this recall further.
To Action: Patient Has Appointment
If the patient books an appointment that is different from the one that has been linked in the template (ie: the patient books a standard appointment for an immunisation recall) the recall will still pause, but instead update to the status: To Action: Patient has appointment.
In this instance, there are 3 ways possible ways in which the recall can be managed through the Dashboard.
- In your appointment book in your clinical software, update the appointment type of the patients appointment to match the one that is linked to the recall. This will automatically verify the appointment and change the recall status to In Progress.
- You can verify the appointment in the Dashboard, this can be done by selecting the patients name, and clicking the verify appointment green button on the Result Detail screen. Please note that this workflow will not change the appointment type in the appointment book, it will just verify the appointment and change the status of the recall to In Progress.
- There may be some instances where the patient books an appointment for an unrelated reason to the recall they have received. In these cases, you may wish to send out the recall again, to encourage the patient to book another appointment. To do this, click the start again button in the results details screen. This will start the sequence of text messages again from where it left off.
What happens to the recall after the patient has attended their appointment?
Once the patient is seen for their appointment, HotDoc will check to see if the recall was marked as given or completed by the practitioner in the patient's record.
- If the practitioner did mark as given/completed, it will mark the recall as Done: Resolved in Clinical Software in the HotDoc Dashboard.
- If the practitioner did not action this during this appointment time, the status of the recall will change to To Action - Patient Seen, Not Resolved. The recall will also move to the Unresolved section of the HotDoc Dashboard:
In these cases, either one of the two workflow options below can be followed:
- Ask the doctors to update the patient file. Nurses can facilitate this by going to the Unresolved tab, filter by Doctor, print and ask the doctors to update the patient file. This is the workflow we recommend.
- Choose to start the recall again.
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Optomate
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In this article |
How Does It Work?
When Pause on Booking is enabled for a particular template, HotDoc will continue to send Recalls communications until the patient books an appointment.
- It is recommended that Pause on Booking is used for recalls that requires a patient to book an appointment within a timely manner.
- We find that practices are choosing to use the Pause on Booking feature for recalls that may be of high importance. It's up to your Practice to decide if you'd like it on for all of your templates, or just a few.
- When the patient books their appointment, either by calling reception or by booking online through their HotDoc account, the recall will pause.
- Once the sequence is paused, it will change the status of the recall to either To Action: Patient Has Appointment or In Progress: Patient Has Appointment.
What Do the Statuses mean?
In Progress: Patient Has Appointment
If the appointment that the patient books matches the appointment that is linked to the template (ie: for an annual eye test recall a patient books an eye test appointment - see below how to set this up in your Dashboard). The status of the recall will update to In Progress - Patient has appointment. You will not need to action this recall further.
To Action: Patient Has Appointment
If the patient books an appointment that is different from the one that has been linked in the template (ie: the patient books a contact lens appointment for an annual eye test recall, the recall will still pause, but instead update to the status: To Action: Patient has appointment.
In this instance, there are 3 ways possible ways in which the recall can be managed through the Dashboard.
- In your appointment book in your clinical software, update the appointment type of the patients appointment to match the one that is linked to the recall. This will automatically verify the appointment and change the recall status to: In Progress.
- You can verify the appointment in the Dashboard, this can be done by selecting the patients name, and clicking the verify appointment green button on the Result Detail screen. Please note that this workflow will not change the appointment type in the appointment book, it will just verify the appointment and change the status of the recall to: In Progress.
- There may be some instances where the patient books an appointment for an unrelated reason to the recall they have received. In these cases, you may wish to send out the recall again, to encourage the patient to book another appointment. To do this, click the start again button in the results details screen. This will start the sequence of text messages again from where it left off.
What happens after the Patient has attended their appointment?
Once the patient is seen for their appointment, HotDoc will check to see if the recall was marked as given or completed in the patient's record. If so, it will mark the recall as Done: Resolved in Clinical Software in the HotDoc Dashboard.
If the recall has not been actioned by the doctor during this appointment time, the status of the recall will change to To Action - Patient Seen, Not Resolved. The recall will also move to the Unresolved section of the HotDoc Dashboard.
In these cases, either one of the two workflow options below can be followed:
- Update the patient file if you have access to do so. If this needs to be done by a specific Practitioner, you can open the Unresolved tab, filter by Practitioner, print and ask the Practitioner to update the patient file. This is the workflow we recommend.
- Choose to start the recall again.
- If a patient cancels their appointment, the recall will automatically restart the sequence from where it left off.
- If you add appointments outside of your session times (eg: a call list) HotDoc will consider these as an appointment for the patient and pause the recall. In these cases it is best that you manually restart the sequence in the Dashboard.
ⓘ Important to note
- If a patient cancels their appointment, the recall will automatically restart the sequence from where it left off.
Dental4Windows/HotDoc Calendar
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In this article |
How does it work?
There are two options for how you can pause a recall sequence from sending to the patient:
- You can pause the SMN sequence when a patient makes a booking relevant to their recall. The sequence will also continue if the patient cancels, or does not attend their appointment.
- This is done via the '
- You can pause the SMN recall sequence once the patient reads their recall message (this is the default option).
- This is done via the 'Patient reads recall' option (see below).
- This is done via the 'Patient reads recall' option (see below).
How to set up pause recall on booking or pause on read
- Log into your HotDoc Dashboard
- Go to Recalls > Template Groups and select Edit Template on the template you would like to add this feature for:
- Scroll down to Stop Recall sequence when, and select your option:
- To ensure the sequence is 'paused on booking' select
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example of pause on booking
Example of pause on read
- If you selected 'Patient has an upcoming appointment for the linked appointment types', choose the relevant appointment type(s) from the drop down menu that you want to link to this recall. This will then appear as a blue pill.
- and they book a General Check up and Clean appointment via your practice directly or online, recall SMN sequence will pause.
- The sequence will restart if the appointment is cancelled or the patient is a no-show.
What happens after the Patient has attended their appointment?
- Once the patient has attended their appointment, if you mark the appointment as Seen in the Calendar, the recall status will change to Done: Patient Seen.
- If the patient has attended their appointment, but you do not mark this as Seen in the Calendar, the recall status will change to To Action: Appointment passed, not resolved. You will then be required to mark this as Seen in the Calendar, or Done in the Recalls > Activity > Unresolved section.
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