The Patients Area provides visibility into patient communication history and communication preferences, allowing users to troubleshoot issues and providing valuable insights into how to optimize an organization’s patient messaging strategy. 

The Patients Area consists of two tabs: History and Preferences.

• History: Quickly search for and view all communication activity for a patient, including prior communications across all of your Artera Harmony Federal Edition (AHFE) Practices.

• Preferences: View and manage a patient's communication preferences.

Accessing the Patients Area

There are two ways to access the Patients Area, via the navigation bar or through a patient's Patient Facesheet.

Navigation Bar

In the Navigation Bar, select Patients. 

On the Patient Search page, enter the first name, last name, full name, or the unique patient identifier of a patient. As you type, suggested patients, with their unique identifiers, will appear in the drop-down. Once you select a patient, you will be routed to their History tab.

Patient Facesheet

In the Patient Facesheet, select View Patient to navigate to a patient's History tab or select Preferences to navigate to a patient's Preferences tab to view their contact information and SMS consent details. 

History Tab

The History tab displays a patient's communication history. This includes: 

• The patient’s full name and unique patient identifier.

• Sent: The date and time the message was sent in by the patient or out to the patient.

• The initials or logo of the sender of the message. Messages sent by the patient or an AHFE user will display their initials. Messages sent automatically from AHFE through Triggers or Campaigns will display the AHFE logo.

• Message: This will display the message content, full name of the sender, initials/logo of the sender, and how the message was sent to the patient. "Artera-Bot" indicates automatic delivery of the message to the patient

• Practice & Line: This will display the name of the AHFE Practice and line where the inbound message was received or outbound message was sent.

• The History tab can be filtered by

• Start: The start date for which you would like AHFE to begin the patient's communication history search.
• End: The end date for which you would like AHFE to conclude the patient’s communication history search
• Sender: The sender of the call. Sender options include: 
  • Patient
  • Staff
  • Artera-Bot

1. Message Type: The type of message you would like to search for in the communication activity. Message Type options include:
   

• Manual - Phone calls made to a patient directly through their Patient Channel.
• Inbound - Messages sent to AHFE by a patient.
• Automation - Automated delivery of messages to patients through AHFE’s Conversation Flows or Triggers functionality. 

1. Practice: The AHFE Practice in which messages were sent or received to or from the patient.

Exiting a Patient's Communication Activity

To exit out of the current patient’s communication activity and begin a new patient search, select Patient Search in the upper-left corner of the page.

Preferences Tab

The Preferences tab allows users to view and manage a patient's communication preferences. The Preferences tab displays the patient’s full name, unique patient identifier, and contact information.

FAQs

Is this functionality available to all AHFE user types?

The Patients Area is available to Staff, Manager, and Enterprise Admin users. Staff and Manager users can view messages for lines they have access. However, only Enterprise Users can view all message content across all Practices and Lines.

Can I search for more than one patient at a time?

No, only one patient can be searched for at a single time.

Can I search for a patient using their email address?

Searching by email address is not supported. Please search for patients using their name, phone number, and/or unique patient identifier.

Why am I unable to find a patient that I am searching for?

If you are having trouble locating a patient, be sure to:

• Confirm you are entering the patient’s correct name or unique patient identifier

• Clear any previous search filters 

If you are unable to locate a patient using their name or unique patient identifier and you have confirmed that the patient exists in your AHFE Enterprise, connect with your AHFE team.