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SO030 Appointment Reminder Message Template

  • Updated
Standard Order Category: Category 1
Who should fulfill this SO? EMR SA
Link to the SO request form: http://communitysystems.vch.ca/published/UR_-_Appointment_Reminder_Message_Template_(VCH).pdf

Reminder to please follow the Standard Order Guidelines on top of the specific instructions outlined below.


Background
Prerequisite: Requester to Complete the SO Request Form
Prerequisite: Forward to EMR SA
Fulfillment Instructions
     Development & Testing
     Deployment
     Validation
Resource File

Reminder to please follow the Standard Order Guidelines on top of the specific instructions outlined below.

Background

Clinics with the appointment reminder functionality can use a message template exclusive to themselves. Rewording their message template is considered an SO. This must be done by someone with a Sys Admin role in production as they only have access to the System Task Explorer window.

There are standard values that can be populated from the appointment. If the request from the clinic is beyond the available options, this would no longer be an SO and must go through the usual Change Request process. If there are any concerns about the content being asked in the reminder message template, this should be flagged with CIS and the appointment reminder SME (Leah Abustan)

Prerequisite: Requester to Complete the SO Request Form

If a request was received for this Standard Order but without using the SO request form, send the form's URL link to the requester. After receiving the form submission, ensure all the mandatory fields are completed before proceeding. If not, discuss further with the requester.

Prerequisite: Forward SO to EMR SA

Once ready for fulfillment, forward the information to PCCEMRSystemAdministrator@vch.ca by copying and pasting the below to an email, attaching the completed PDF, and replacing EMR-##### with the JIRA ID:

Email Subject: SO Request: SO030 Appointment Reminder Message Template  (EMR-#####)

Email Body:

Hello EMR SA, 

Please complete the following approved SO. See attachment for details. Reminder to do the following:

  1. Assign the JIRA to yourself once you begin to fulfill the request
  2. Complete this SO by following this Zendesk article: https://imitspccs.zendesk.com/hc/en-us/articles/37043529118612
  3. Save any related files to the SO work item folder
  4. Resolve the JIRA when its completed
  5. Notify the requester with the EMRStandardOrders@vch.ca email CC'd
  6. Send out the SO Completed email with the EMRStandardOrders@vch.ca email CC'd
  7. Move any related emails of this work to the 01 Completed folder in the EMRStandardOrders@vch.ca mailbox

Thanks

Fulfillment Instructions

Development & Testing

  1. Log into the Profile EMR Support environment
  2. Go to Organisation\System Tasks Explorer
  3. Find the POS' task named eMessage Service "Twilio SMS - ###" where ### is the POS code
  4. Open the task and go to the Post Process Macro tab
  5. Copy and paste the whole content area into a notepad. Save this as the backup in the SO folder.
  6. Make a second copy of this file and save it to the SO's Dev folder. This will be used in prod later.
  7. Follow one of the paths based on the request:
    • Request to use the default message

      1. In the development file, comment out these two lines, which should be near line 15/21:

        Set Param2 = Profile.DeclareStackableVariable("strSMSText")
Param2.Value = ""
      2. Save development file
    • Request to use a custom message
      1. Log into Profile EMR Development 
      2. Go to Special\Run Macro
      3. Download TestingCustomMessage.txt at the bottom of this article or open the file of the same name in the main folder for this SO.
      4. Paste its contents into the Run Macro window.
      5. Copy from the dev file Params2.Value (near line 16/22), and paste it as the value of vSMSText on line 3 of the Run Macro window. 

        Note: if Params2.Value is empty and commented out in the backup, it means the POS is using the provided default message template. If this is the case, you will need to copy and paste the below instead into vSMSText:

        Reminder for #CLIENT_NAME# you have an upcoming #APPT_TYPE# appointment with #PROV_NAME1# on #APPT_DATE# @ #APPT_TIME#. To change/cancel, please call «POS LETTERHEAD NAME» at #POS_PHONE#. Do not respond to this text.  

        where «POS LETTERHEAD NAME» is the value in the POS' setting window under Financial\Letterhead\Name field.
         

      6. Make appropriate changes to the message inside the vSMSText to match the request. The following should be used to dynamically insert values from the appointment. Make sure to include the "#" on both sides of the term.

        Placeholder Term Description Example
        #APPT_DATE# Appointment Date in format DD Month YYYY 04 Apr 2025
        #APPT_TIME# Appointment Time in format HH:MM AM/PM 3:00PM
        #APPT_TYPE# Appointment Type Description Follow-up
        #CLIENT_NAME# Client Preferred First Name (Legal if none) John
        #POS_PHONE# POS' Phone1 value 604-555-5555
        #PROV_NAME1# Provider name in format: Title, full name & designation  Dr. Jane Doe, MD
        #PROV_NAME2# Provider name in format: Title & full name Dr. Jane Doe
        #PROV_NAME3# Provider name in format: Title & first name Dr. Jane
        #PROV_NAME4# Provider name in format: Title & last name Dr. Doe
        #PROV_NAME# Provider name in format: Full name & designation (retired format that exists with older appt reminder enabled POSs) Jane Doe, MD


        Notes:

        • The Provider's Title only displays if one is defined in the provider’s account.
        • Only one "PROV_NAME" can be used in a message template.
        • Clinic Name cannot be dynamically added. It must be hardcoded.
           
      7. Once the changes are done, hit "run". A popup should produce showing an example of how the message will look when sent. 
        TestingCustomMessageExample.png
         
      8. If correctly done, all the placeholder terms will be replaced with the examples from the table above. Make adjustments if needed.
      9. When happy with the resulting text, copy and paste the value of vSMSText into Params2.Value of the development file. 

        Note: if the POS was originally using the provided default message template before, you will also need to uncomment the Set Params2 line above the Params2.Value line
         
      10. Save the development file.

Deployment

  1. Log into Profile EMR Production
  2. Go to Organisation\System Tasks Explorer
  3. Find the POS' task. It should be named like eMessage Service "Twilio SMS - ###" where ### is the POS code
  4. Double-click the task and go to the Post Process Macro tab
  5. Overwrite all the text in the content area with the contents of the development file.
  6. Click OK to save

Validation

Because running the scheduled task will immediately trigger messages to the POS' clients, do NOT rerun the task manually. The best way to validate is by checking the next day if it ran successfully with no errors. To view the message template used practically, review either the SMS Log or the Stored Reports produced by the scheduled task run, assuming at least one client requires a reminder.

Resource File