Patient Contact Preferences: Synced
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Table of ContentsOverviewAutomation ImpactAppointment vs. Patient PreferenceAutomations: Preferences Synced Truth TablesBroadcasts and CampaignsManual Messaging
Contact Preferences are one of the Patient Communication Settings that help determine how Automations are delivered to the Patient. It is important to note that these preferences only apply to messages sent through Automations, they do not impact Broadcast, Campaigns, or Manual messaging.
Contact Preferences are managed one of two ways:
- Preferences are synced from your EMR/system of record; or
- Preferences are manually set on the Patient Facesheet.
IN THIS SECTION
- Automation Impact
- Broadcasts and Campaigns
If preferences are synced from your system of record, the patient's preference is automatically set within Artera (formerly WELL). Artera can support the preferred phone number and/or preferred contact method, depending on how your EMR handles patient contact preferences.
- Preferred Phone Number: The phone number Artera will send the Automation to (i.e. if the preferred number is a cell phone, Artera will text the Automation)
- Preferred Contact Method: The contact method Artera will send the Automation by (i.e. SMS, Voice, DNC).
- Both Contact Options Are Supported: You can have a preferred phone number that is a cell phone but a preferred contact method of voice, so Automations will send by Voice when the Automation is configured for Voice.
Automations will attempt to send to the patient using their preferred contact method first. However, contact preferences are not the only thing that dictates how (and if) an Automation is delivered. Automations must also respect the status of the patient's cell number, as controlled by the Texting Allowed toggle and the patient's SMS Status. These options can prevent text messages from being sent to the patient, even if their preference is set to SMS.
Example: If a patient's preferred contact method is SMS but their number is untextable because it's a landline, and texting and voice are both defined delivery methods for an Automation, the patient will receive a Voice message. We cover each of these scenarios in the Truth Tables section below.
This article focuses on Contact Preferences set at the patient level. Some EMRs also support setting Contact Preferences at the appointment-level. If your configuration supports appointment-level preferences, Automations will look to send based on the appointment preference first and will use the patient preference as a fallback in the event that the appointment-level contact is undeliverable.
The following tables indicate how the Automation will be delivered to a patient based on the Automation Message Setup (i.e. does the Automation include messages for Text, Call, or Email), the patient's Contact Preference, and the patient's contact details.
Below, Opted In and Opted Out refer to the patient's SMS Status on the Patient Facesheet. Additionally, Texting Allowed refers to the Texting Allowed toggle, also present on the Patient Facesheet.
Patient Preference is SMS and Patient has a Text-Enabled Phone
Patient Preference is SMS but Patient has a Landline
Patient Preference is Voice
Patient Preference is Email
Just like Automations, a patient will never receive more than one message per Broadcast/Campaign. If you select all delivery methods for your Broadcast or Campaign, Artera will follow the below hierarchy to deliver your message:
Patients only receive a Call if the system determines that the phone number cannot receive text messages for some reason (i.e. if the number is a landline, has Opted out of SMS, or Texting Allowed set to No). Additionally, patients will only receive an Email if the phone number is invalid.