4PatientCare Best Practices Guide

Congratulations! Your Services are Live! …Now What?

The Essentials

Instructions for Dashboard Version 3.0

  1. Log into the Dashboard here. If you don’t have your login credentials, contact 4PatientCare Support.
  2. Check your Yesterday’s Reminders/Pre-Appts report every morning to see how patients responded to messages sent the day prior.

    If you have been out of the office for more than a day (like on Monday) use the Reminders/Pre-appt Service Report to pull a custom report containing results for each day you were out of the office.

  3. On your report, look at the Status column to determine if additional action is needed.

If the example below is blue, there’s something you need to do.

Report Status What This Means In Human Terms
Confirmed Comm. Type is Reminder
Your patient confirmed they will show up! Make sure their appointment is marked as confirmed on your schedule.

Comm. Type is Pre-Appt
Your patient committed to their appointment time. Change them to an unconfirmed appointment on your schedule.
Request to Reschedule Call the patient to reschedule their appointment.
Cancelled Your patient can’t make their appointment. Delete it from your schedule. Call the patient to reschedule.
Office Call Required You may want to follow up with the patient. We tried calling but could not reach a person and were not able to leave a message. Could also mean it’s a disconnected number.
Account Not Yet Configured Contact 4PatientCare Tech Support. We’ll check this out.
Invalid Number Check your Patient Demographics to make sure the number is typed correctly. If you have another number for them, give the patient a call and update your records. We’ll call the new number next time.
Message Delivered The patient listened to the call but didn’t reply.
Voicemail Delivered We left a voicemail.
Sent A text or email was sent successfully.
Not Sent – Not Cell We tried to text a landline. It didn’t work.
Opened Your patient opened the email we sent.
Pending A text message is ready to be sent.
Not Yet Reached A call will go out soon.

Learn More about Dashboard 3.0.

(Instructions for Dashboard Version 3.0)

  1. Log into the Dashboard here. If you don’t have your login credentials, contact 4PatientCare Support.
  2. Check “This Week’s Order Notifications” report ideally on a daily basis to make sure we were able to successfully notify all patients that their glasses or contacts are ready.

  3. On your report, look at the Status column to ensure that messages have been sent and delivered. For any patients who we were not able to reach (status of Office Call Required), actively reach out to them to make sure that they’re notified to pick up their order and that you have the correct contact info on record.
  1. Check for Web-Scheduled Appointments
    1. First thing each morning, open the email designated for Web-Scheduled Appointment Notifications. You will see all appointments that were scheduled while the office was closed.
    2. Leave that email open in your taskbar (and/or bookmark it for quick access). This makes it very easy and efficient to occasionally open it.
    3. Check this email periodically, strategically after lunch, to see if anyone has scheduled during the day.
  2. Add the Appointment to your Office Schedule. (If your system is not enabled with Web-Scheduling Appointment Writeback, we are not yet automatically writing the online appointment back into your system.)
    1. You do not need to contact the patient back, and the patient will not be expecting a contact from you because we have already taken care of that for you.
    2. All necessary information will be included in the Web-Scheduled Appointment Email Notification for you to determine insurance eligibility.
    3. In the rare event that a patient schedules for a time that won’t work, you will have all of the information you need to reach out to them and reschedule. (If this becomes a frequent issue, contact 4PatientCare Technical Support. We can help resolve this.)
Automated Surveys

  • Your survey & review system will run itself. Patients who were happy with their visit will be sent directly to Google and/or Yelp, based on your configuration choices. You can change this setting at any time by contacting support.
  • Make sure your Google and Yelp Business accounts are set to alert you when a review has been left for your practice.
  • In the event of a low score, we will gather additional feedback from the patient instead of directing them to a review site. We will immediately alert you by email with the patient’s contact information and their comments. We suggest reaching out to these patients directly to resolve any issues.
  • To learn more about our surveys, read this Case Study from La Paz Optometric.

Survey Reports and Emails and What to Do About them

  • Every week by email you will receive a survey report that includes a list of all patients who have given additional feedback, and a breakdown of their responses. Read through this information and relay it to your staff as desired.
  1. Login to Starship, go to your project and select “Email Campaigns”
  2. Select the eblast you have sent.
  3. Make sure you have the “Evaluate” tab selected.
  4. View the results!

What is a Net Promoter Score?

  • The Net Promoter Score measures the willingness of customers to recommend a company’s products or services to others.

What are the NPS Categories and what do they mean?

  • Promoters
    • A promoter is someone who rated your practice a 9 or a 10. They would be very likely to recommend your practice and would be considered a “raving fan”
    • We only direct patients who are a promoter to leave a review on Google.
  • Passives
    • A passive is someone who had a neutral experience and rated you a 7 or an 8.
    • These patients are not directed to leave a review on Google, but we will ask for additional feedback to find out why you weren’t a 10 in their eyes. If they leave a comment, we will email that feedback directly to you.
  • Detractors
    • A detractor is a patient who had a negative experience. They would have rated you between 0-6.
    • You might want to follow up with these patients to see if there was anything that could have improved their experience, or to find out why they were dissatisfied.
    • These patients are not directed to leave a review on Google, but we will ask for additional feedback. If they leave a comment, we will email that feedback directly to you.

How do you calculate a Net Promoter Score?

  • NPS Score (%) =  Promoters – Detractors / Promoters + Passives + Detractors

The email delivery funnel terms

  • Q: What do the different email delivery terms mean? (Enqueued > Delivered > Opened > Clicked)
  • A:
    • Enqueued – The number of patients who matched the campaign and the email was set to go to.
    • Delivered – The number of enqueued patients the email was successfully delivered to.
    • Opened – The number of patients that were delivered the email and then opened the email.
    • Clicked – The number of patients that were delivered the email, opened the email, and clicked the email.

Common Questions

Real-Time Web Scheduling
  • There may be a shortcut in your Practice Management System! Contact 4PatientCare Support with questions about blocking time for your particular system.
    • Example: Revolution EHR shortcut → “Busy Time”
      blocking
  • Creating a fake appointment in your schedule the same way you would schedule a regular patient is another way to block unavailable times. We will not offer blocked time slots on your web scheduler.
  • Add a Blackout Period
    A blackout period will block off any appointments on the web scheduler for the selected time.
    • Login to your Dashboard 3.0

    • Select “Tools” then select “Configure Web Scheduling.”

      • This will open up the tool in a new tab.

    • From this page, you will need to select the location and the provider of the schedule you are needing to update.

      • Select “Add a Blackout Period” on the left hand side.
      • Choose the date you need to blackout.
      • Select the times you are needing to black out, (whether it be all day, or just a couple hours)
      • Select “Create.”

    A video tutorial can be found here

We’re glad you asked! Here are some tips on how to market your new web scheduler.
Pre-Appointment Communications
Pre-appointments are a reservation for a patient, typically made at the time of a prior visit, for a date 2 – 24 months in the future.
Pre-appointments are one part of the equation to maximize patient retention and affinity to the practice. If a patient fails to arrive for a pre-appointment they move to the recall process.
This depends on the particular practice management system you are using. Often there is an inbuilt way to mark appointments as pre-appointments. Or you may use a specific appointment reason to designate appointments as pre-appointments. Contact Us if you have any questions about your specific system.
Pre-appointed patients are asked to commit to these appointments a month before the appointment.  Once they commit to a pre-appointment, you change the status to an unconfirmed appointment.
No, pre-appointments should not be marked “Confirmed”; you should change the status to a regular, unconfirmed appointment only. (If an appointment is marked as confirmed, the reminder communications closer to the appointment will be suppressed, which can result in the patient forgetting the appointment.)
Yes, when patients respond that they plan to keep their pre-appointment, change it to a regular unconfirmed appointment. This will stop any further pre-appointment communications from going out, but will still allow the regular appointment reminders closer to the appointment date to go out.
This depends on how your particular office operates. Your office protocol will determine