The tuOtempO platform enables you to send automated communications to your patients via email, SMS and synthetic voice message.

This article explains how to configure the different options.

Where to begin

Log in to the tuOtempO admin zone.

Go to > Setup > Communication

A. Essential Settings

1. Activation

A general switch is available to switch on or off all communications. Ensure this in the active position to enable communication.

Activate all communication

2. Choosing events and channels

For each different event (for example An appointment is created, An appointment is approved ) three communication channels are available: SMS, Email and Voice.

To activate a communication channel for a given event, tick the appropriate check-box alongside the title.

Tick the check-boxes to activate.

3. The message from address

Scroll down and click on Edit Email and SMS Sender ID and fill in the values for Centre Phone Number (the “from” number for automated voice messages), SMS Sender, Email from name. and Email.

Edit the email and sms sender id

4. Editing standard messages

Every message for every event and every channel can be personalised. To modify any message click first on the name of the event which triggers the message (for example: An appointment is created). On the right of your screen three tabs corresponding to the three communication channels are available: SMS, Email, Voice. Click on the tab of your choice.

First click on the name of the message event, then choose one of the three tabs on the right of the screen.

a) The text editing area

Edit the message in the text area provided and Save your changes.

TipIf you want to know whether an email has been opened by a patient, tick the option “Show in Message summary which patients have received or read the email”. Statistics on whether messages have been opened or received will then be available in: Messages > Message Summary

5. Using custom variables

Custom variables enable you to personalise messages using special code words. For example, a message composed as Dear [trd3] will be sent as Dear John to a patient whose first name is John and Dear Jane to a patient whose first name is Jane.

a) The available variables

You can copy the variables using the drop-down menu

Use the drop-down menu to select the variable of your choice then paste it into the message.

Alternatively, copy the variable directly from this help article.

[TRD0] Center name
[TRD1] Center phone number
[TRD38] Center website
[TRD3] First name
[TRD4] Last name
[TRD35] Mobile
[TRD36] Address
[TRD5] Full name
[TRD6] Address
[TRD7] Phone
[TRD8] Starting date (dd/mm/yyyy)
[TRD26] Starting date (dd/mm)
[TRD31] Extended date (Monday 3 June)
[TRD32] Month (June)
[TRD25] Day (eg Monday)
[TRD33] Day (number)
[TRD9] Starting time
[TRD10] Ending time
[TRD11] Service name
[TRD12] Service price
[TRD13] Service duration
[TRD14] Notes
[TRD23] Service requirements
[TRD37] Group title
[TRD39] Insurance
[TRD24] Notes
[TRD27] Location name
[TRD28] City
[TRD29] Phone
[TRD30] Address
b) Sending Appointment Service Requirements

Service Requirements can be used to give specific instructions relative to a given service, for example NO FOOD OR DRINKS 12H PRIOR TO TEST for a blood analysis.

First add the Service Requirements to the service:

Go to > Setup > Center > Manage Services > Service > Edit > Service Requirements

Write the instructions you wish to attach to your message in the text area provided, tick the option Send to Patients and Save .

First add your message to the service concerned.

Then return to Setup > Communication and include the variable [TRD23] in messages in which you would like the notes to appear.

c) Sending Location Notes

Location notes can be used to give specific instructions relative to a given location, for example Please register at reception when you arrive.

First add the notes to the location.

Go to > Setup > Center > Manage Locations > Location > Edit > Notes

Write the notes you wish to attach to your email and Save.

Add notes to your location.

Then return to Setup > Communication and include the variable [TRD24] in the messages in which you would like the notes to appear.

B. Understanding the events that trigger automated communications

1. Notifications

These messages are sent whenever an appointment is created, modified, confirmed or cancelled. They are useful, for instance, in letting clients who book online know that their appointment has in fact been entered into the system.

a) Notify only online bookings

To limit the sending of notifications to appointments booked online, click on the name of the notification event concerned (for example : An appointment is created) and then the appropriate channel. Tick the check-box Send only to patients who book on website.

Send notifications only to patients who book on website.

2. Reminders

a) To remind an appointment

These messages are used to remind your patients of an upcoming appointment.

Reminder options

i. Request confirmation

Tick the check-box to invite patients to confirm their appointment by return of SMS, Email or Voice message.

ii. Advance

Use the drop-down menu to select the number of hours prior the appointment that the reminder will be sent.

iii. Send a second SMS reminder

Choose whether or not a second SMS reminder is to be sent, and if so to whom.

Tip:  A second reminder can be sent either to all patients or to unreliable patients - patients who have failed to show for 30% or more of their appointments.
iv. Limitations

Set the minimum time prior to an appointment that the reminder will be sent. For example, if a person books an appointment 4 hours prior to the time of that appointment and the minimum value is set to 12 hours, no appointment reminder will be sent.

Limit reminders to one per day per person (check-box).

Send reminders only during regular daytime hours (check-box). Click on the link provided to define the do not disturb hours.

b) Callbacks

Callbacks are used to remind patients that a certain amount of time has elapsed since their last appointment and that it is time to book their next appointment.

i. Define the time delay

The system allows for three different time intervals for callbacks to be scheduled. One of these can be defined as the default. In this case all new appointments will by default generate a callback at the selected time interval.

Default call back intervals

Tick Send password to those who do not have to create and send a password with the callback.

ii. Associate callbacks automatically with a given service

Callbacks can be associated to a given service. For example, if it is known that a patient requiring a certain treatment should return six months later for a checkup, a callback can be programmed for six months time.

Go to > Setup > Center > Manage Services > Service > Edit > Callbacks > Drop-down Menu > Select time delay > Save

Associate callbacks to a given service.

iii. Associate callback manually after a given appointment

Go to > Agenda > Click on appointment > Next Appointment (Callbacks) > Choose interval > Save

Associate callback with an appointment.

3. Messages after the appointment

For thank you messages or opinion surveys. Select the time interval from the drop-down menu.

Time delay for thank-you message.

4. Alerts

These messages immediately inform your clients/patients of delays or cancellations that might be caused by unforeseen events. If a resource is running late, you can inform today’s clients to show up at a revised time, taking into account the delay in question. If a resource is suddenly unavailable for their next day’s appointments because of illness or unforeseen events, you can send a cancellation notification to immediately inform all clients affected.

a) To trigger an alert

Go to > Agenda > Resource name > Delay or Cancel

Trigger an alert when a resource is unexpectedly unavailable.

5. Messages to Resources

These are messages that are sent to the resources to remind them of appointments or to notify them of new appointments that have been made by clients/patients on the internet.

6. Emails to the administrator

Emails to inform the administrator of critical events requiring action.

7. User password message

These are the messages used to send passwords to new users or those who have lost their original password.

C. Personal Communication Settings

1. Resources

Automated communications can be switched on or off on a resource by resource basis.

Go to > Setup > Center> Manage Doctors > Edit > Memo Active

Tick or untick the Memo Active check-box.

Tick or untick the memo active option.

2. Patients

a) Privacy opt-in

Go to > Setup > Communication> Send only if privacy OK >

If the Send only if privacy OK check-box option is selected, online patients will be invited to consent to receiving automated communications during the sign up process. A consent tick-box will also appear in the patient file for activation or deactivation by diary administrators.

Define privacy rules

b) Set communication options for individual patients

Go to > Patients > Manage Patients > Edit

The personal communication preferences of each individual patient can be set using the check-boxes in the patient file.

Tick privacy OK to activate communication for an individual patient.

D. Service communication settings

Automated communications can be switched on or off on a service by service basis.

Go to > Setup > Center> Manage Services > Edit > Memo

Tick the Memo activate communication for a given service.

E. Monitoring

The delivery of messages can be monitored in the message summary area.

Go to > Messages > Message summary

Message summary interface.

F. Credits

The quantity of communication credits available is shown in the top right hand corner of the Administration area. Contact your tuOtempO Account Manager to renew your credit allowance.

Need help?

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