How To View Patient Text Responses
Many Cloudmed clients choose to engage Cloudmed as a patient texting solution provider in tandem with referral management. These automated messages are commonly about the status of a referral or an upcoming appointment.
If a patient responds to an automated message, you'll see a notification on your home page notification feed under the heading " Out of Context Patient SMS Response Received".
- SMS is an acronym for Short Message Service - or the technical speak for "text message".
Some people, however, do not recognize when a text is being sent by a computer as opposed to a human. In addition, some medical offices have two-way patient texting, Cloudmed sometimes receives text messages from patients that the computer does not recognize. Cloudmed calls these text messages " Out of Context" messages since they do not follow the predicted responses.
What Does "Out of Context Patient SMS Response Received" Mean?
Simply put, "Out of Context" means that Cloudmed has written code to support expected replies - and the person receiving the text has responded with something other than any of those responses.
Here is an example. Notice how the example patient responded, "Can I please see Dr. Shepard instead?". This is the type of response that you will now be alerted about, and will be available to read within the referral history.
Example Automated Text Messages and Out of Context Patient Response
Once a patient text is received, you'll see a notification on the home page indicating a new "Out of Context" message has been received.
Out of Context Patient SMS Response Notification Example on Home Page
If you click on the notification, you'll be brought to the Referral History page, where you can see the details of the patient's response.
Patient Response on the Referral History Timeline
How to Response to an 'Out Of Context' Patient SMS/Text
In order to respond to a patient's text, you'll need to contact the patient directly. Please work with the partner office and request patient contact if you happen to see the note from the patient before it has been acted upon. You may contact the other office using Cloudmed Chat if the office is online, or you may call the office directly.