Patient Calls & SMS

To access the Calls & SMS, please click the briefcase icon within the Patient listing under Quick Actions.

You can find an accordion at the top. It may be expanded or collapsed as needed. By default, the patient details accordion will be collapsed.

Once the expand button has been clicked, you will be able to view the expanded Patient details, as follows. On the left side, you can also see a call icon next to the Mobile number; this icon is used to call the patient on their cell.

Click on the Call & SMS Tab to navigate.

Calls Tab:

• In the Call & SMS tab, you will see two sections: one for Calls and one for SMS. By default, the interface opens in the Calls tab.
• Whenever an incoming call, outgoing call, or voicemail is received or sent, the corresponding records will appear here.
• There are five categories available: Incoming, Outgoing, Missed, Voicemail, and an All option. These categories function as filters, helping you refine the displayed data based on your selection.
  1. Incoming Call: When the patient initiates a call to the healthcare provider, the interaction is categorised as an incoming call.
  2. Outgoing Call: When the provider or program coordinator contacts the patient, the interaction is categorised as an outgoing call.
  3. Missed Call: A missed call is recorded when either the provider or program coordinator misses the call, or when the patient misses the call.
  4. Voicemail: If the patient or the provider/program coordinator is unable to answer the call, a voice message may be left, and the interaction is categorised as voicemail.

• Using the duration filter, you can refine the records based on the selected time period.
• You can initiate a phone call by selecting the phone icon located next to the recipient’s name within each record.

• There is also an option to download call records. To download a recording, click the more icon and then select the download option.

• In the Actions column, we can mark it as completed after validating the records. You can mark for Missed Calls, and marking means you acknowledge that record.

SMS:

From this screen, you can send messages to the patient. All conversation history is saved and remains accessible across the entire application.

1. Click the Send icon in the messages section.
2. A pop-up window will appear displaying a list of your Active Services.
3. Select the appropriate service from the list.

Once selected, your message will be sent, and 2 minutes of billable clinical time will automatically be logged under that service for the patient.