Patient-Level Preferences: Synced
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Table of Contents
OverviewTriggers ImpactAppointment vs. Patient PreferenceTriggers: Preferences Synced Truth TablesBulk Messages and CampaignsMessage Delivery HierarchyManual MessagingContact preferences are one of the Patient Communication Settings that help determine how Triggers are delivered to the patient. It is important to note that these preferences only apply to messages sent through Triggers. They do not impact Bulk Messages, 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.
Overview
If preferences are synced from your system of record, the patient's preference is automatically set within Artera. 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 Trigger to (i.e. if the preferred number is a cell phone, Artera will text the patient)
- Preferred Contact Method: The contact method Artera will send the Trigger 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 Triggers will send by voice when the Trigger is configured for calls.
Triggers Impact
Triggers will attempt to send to the patient using their preferred contact method. However, Triggers must also respect the status of the patient's cell number and the patient's SMS Consent 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 not "textable" because it is a landline, and texting and voice are both defined delivery methods for a Trigger, the patient will receive a voice message.
Appointment vs. Patient Preference
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, Triggers 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.
Triggers: Preferences Synced Truth Tables
The following tables indicate how the Trigger will be delivered to a patient based on the Trigger's setup (i.e. does the Trigger include messages for text, call, or email), the patient's contact preference, and the patient's contact details.
REMINDER: For organizations syncing preferred contact methods, Artera Triggers will only deliver to patients through their preferred contact method, synced from the EMR. Note, the only exception to this is if the patient's preference is SMS and the patient's primary contact number is a landline.
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
Patients with a preference of SMS or voice, without a phone number on file but with a valid email address, will not receive any Triggers.
Bulk Messages and Campaigns
Bulk Messages and Campaigns do not respect EMR-synced contact preferences (text, call, email, or "Do Not Contact"). They also do not respect any preferred phone number type (cell, home, work, etc).
They do respect the Artera SMS Consent Status (opt in or opt out), but this only prevents text messages from being sent to the patient.
- If a patient has a preference of "Do Not Contact" set in the EMR, a Campaign will attempt to send them a message.
- If a patient has a preference of "text" set in the EMR, but their Artera SMS Consent Status is "opted out", Artera will not send them a text message, but it will try to send them a call or an email based on the delivery hierarchy (see below).
- For Campaigns, it is important to filter your audience based on your EMR's "Do Not Contact" status prior to uploading the patient MRN list to a Campaign.
Just like Triggers, a patient will never receive more than one message per Bulk Message or Campaign (unless the Campaign's Audience Source is "Patients with Appointments" and there are patients selected with multiple scheduled appointments.) Click here to learn more
Message Delivery Hierarchy
If you select all delivery methods for your Bulk Message or Campaign, Artera will follow the below hierarchy to deliver your message:
- Text
- Call
Patients only receive a call if Artera determines that their phone number cannot receive text messages for some reason (i.e. if the number is a landline or they have opted out of SMS.) Additionally, patients will only receive an email if their phone number is invalid and we have their email on file.
Manual Messaging
Manual messages do not respect Contact Preferences, including a "Do Not Contact" status that is sent from your EMR. Manual messages will respect the patient's SMS Consent Status.