Quick Responses | AHFE
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Table of Contents
Using Quick Responses Manual Calls CampaignsCreating Quick ResponsesEdit or Delete Quick ResponsesNOTE: This article is only for Artera Harmony Federal Edition customers.
With Quick Responses, you can create and share templated responses to common patient questions or initiate outbound patient communication. Over time, your organization can build a personalized library of responses that meet most patient needs.
Using Quick Responses
Quick responses can be used in Bulk Messaging, Manual Messaging, Triggers, and Campaigns. You will be able to select any Default Quick Responses or Quick Responses created for the individual Practice.
When a message covers more than one Practice, such as a Bulk Message or a Trigger that spans Practices, the menu lists your Default Quick Responses plus any Quick Response that is assigned to every Practice you selected. A Quick Response assigned to only some of the selected Practices is not listed.
NOTE: The more Practices you select, the shorter this list can become. If no Practice-level Quick Response covers every selected Practice, only your Default Quick Responses are listed.
When composing a message in a patient's preferred language other than English, the Quick Response menu helps users identify which responses have a matching translation. Quick Responses with a translation in that language are listed first, while those without a matching translation display a "No [language] version" label (e.g., "No Spanish version"). Users can select any Quick Responses, the label is informational only.
Adding a Quick Response
Manual Calls
- When initiating a call to the patient from their Patient Channel, select the Lightning Bolt icon to open the Quick Responses menu.
- Quick Responses are listed in alphabetical order. Select the desired Quick Response to insert the templated message.
- The message will load, allowing you to review it and make necessary changes.
NOTE: Quick Responses are automatically translated into Spanish if the Spanish translation was added during the Quick Response's creation. This translation occurs when the call is made to the patient.
Event Smart Phrases
When using Quick Responses containing Event Smart Phrases (i.e. {eventProviderName}), ensure the patient has an upcoming appointment scheduled. If they do not, the call initiated through the Patient's Channel will not be made.
Additionally, if the patient has multiple upcoming appointments, the Event Smart Phrases will pull in the information for the patient's first upcoming appointment.
Campaigns
- When creating a Campaign, select the Lightning Bolt icon to open the Quick Responses menu.
- Quick Responses are listed in alphabetical order. Select the desired Quick Response.
- The message loads allowing you to review and make updates, as needed.
- If the Quick Response you selected included a Spanish translation during its configuration, that translation will be automatically pulled into the Campaign. Patients whose preferred language is Spanish will receive the message in that language. You'll also see a notification at the top of the page confirming that a translation has been detected. NOTE: Always verify the translation with a proficient speaker before sending the message.
NOTE: When using Quick Responses with Campaigns, it is important to confirm that you do not include any Event (i.e {eventDate}) Smart Phrases. Use the Smart Phrase wand to identify which Smart Phrases are supported by Campaigns.
Creating Quick Responses
Quick Responses can be created at the Enterprise-level for use in all Practices (Default Quick Responses), at the Enterprise-level for a chosen set of Practices, or at the Practice-level to suit Practice-specific needs (Quick Responses). Only Manager and Enterprise Admin users can create or modify Quick Responses in AHFE.
Creating a Quick Response Template
- Navigate to Settings > Enterprise Settings > Default QRs to create Quick Responses that will be available across your Enterprise. Alternatively, navigate to Settings > Practice Settings > Quick Responses to create a Quick Response specific to the Practice. When creating or editing a Default Quick Response, you can apply it to all Practices in your Enterprise or to a chosen set of Practices.
- In the upper-right corner of the screen, select + Add Quick Response.
- Add a Name. This is what users will see when choosing a Quick Response, so be descriptive.
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Craft your message.
- We recommend using Smart Phrases to add some personalization.
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Select the EN button f you would like to include a Spanish translation for the Quick Response. Then, enter in the Spanish text.
- If used, this Quick Response will send in the patient's preferred language as long as the language preference on their Patient Facesheet is Spanish. Verify the translation with a proficient speaker.
- Select Save Quick Response.
Edit or Delete Quick Responses
When viewing Quick Responses in Practice Settings, you will see both your Default Quick Responses and Practice Quick Responses.
To make changes to a Quick Response, select its (...) Actions menu and choose Edit Quick Response or Delete Quick Response. Remember, Default Quick Responses can only be modified at the Enterprise-level by Enterprise Users.