Creating an Email Message for a Notice

Overview

Email messages are Notifications sent to patients as part of Notices. These are only sent to patients who have elected to receive emails as one of their communication options.

 Image files and Merge Fields in email messages require that you first set up the Media Library and the Messaging Settings. This is especially true with the Messaging Settings because Merge Fields require information that is pulled from the core platform. If you have not yet set those up, please do so now.

Steps

1. If you have not done so already, access the Notices widget and choose a notice type: Appointment, Appointment Broadcast, BirthdayNo-Show, Orders, Prescription, or Recall. Find and open the Notice this message will be a part of. Enter the Messages progress tab.
2. In the Messages progress tab, select Email. This opens the Message Editor.
3. Select a Banner from the list. Images in this list are provided by Greenway Patient Messaging.
4. Select a Color Scheme for the email. Use the color slider to select a color combination, or enter the hexadecimal number for the color you want to use as the base of your design. When ready, select Apply.
5. Select a Language

If you have already created a message in one language, that language will be grayed out. Only one message per language is allowed.

6. Choose the Delivery time. See the About Delivery Times section for details.
7. Select Content to display the Content Editor. The editor allows you to fully custom the content of the email message. See below for more information on using the editor.
8. Response Prompts, available only for Appointment Notices, allow your patient to respond to the email and Confirm, Reschedule, or Cancel their appointment. Select the checkbox next to each option you want to present to the patient.
9. Select a Signature Image. You can choose from Merge Images or Media Library Images.
10. Select Signature Content, which will show up alongside the Signature Image, to add signature content. See below for more information on using the editor.
11. Select Attachment to attach any documents from Documents and Forms to the email message. See below for more information.
12. After finishing, select Preview to see what the email will look like. Merge Fields will not be replaced. Banner images and Media Library Images will be shown, but Merge Images will not.
13. Once finished, select Save.

Using the Content Editor

Limited Availability: Only available for Early Adopter Program customers

In the Email Message edit window, after selecting the Content or Signature Content section, the editor appears in the right panel.

This editor allows you to add paragraph styles (H1, H2, etc.), character styles (bold, italics, underline), text and background colors, and links to the content. For example, you can change the font type, bold or italicize content, and add text and background colors. By selecting the More button ( ... ), you can choose from additional styles including text-align and numbered/bulleted lists. See the graphic below for each button's use.

Adding Attachments

Limited Availability: Only available for Early Adopter Program customers

After selecting Attachment in the Email Message edit window a list of available documents displays. To add a document to the email message, select the checkbox next to its name. Additionally, you can search (by entering at least two characters) or filter the document list by Name, Type, or List, or Group by Category by selecting the filter icon .

In order for an document to be available as an attachment in an email message the document must have been previously uploaded in Documents and Forms. See the Documents and Forms help topic for more information. If a document is modified or replaced in Documents and Forms after it is attached to a notice or notices, then all notices with that document attached will update to the newer version.

To avoid email attachments being rejected by the patient's email server, it is recommend that you limit the attachment size on any single notice email to less than 10MB.

Examples

Listed below are appointment, no-show, birthday, orders, and prescription examples with Merge Fields inserted. Use these examples as a guide for the kinds of content that will go into the Content section of the Message Editor. For Orders and Prescriptions, be sure to replace [Practice Name][Location Name][Location Phone], and [Insert URL] in the examples below with your location name, location phone number, and portal URL.

Appointment Examples

  • {PatientFirstName} has an appointment at {LocationName} on {AppointmentDate} at {AppointmentTime}.
  • {PatientFirstName} has an appointment with {ResourceName} at {LocationName} on {AppointmentDate} at {AppointmentTime}. Please arrive XX minutes early and bring your current insurance card, a valid photo ID, a list of medications, and your copay. We look forward to seeing you!
  • {PatientFirstName} has an appointment at {LocationName} on {AppointmentDate} at {AppointmentTime}. Please arrive XX minutes early and bring your insurance card, ID, and copay.

No-Show Examples

  • {PatientFirstName} missed an appointment at {LocationName} on {AppointmentDate}. Please call {LocationPhone} to reschedule your visit as soon as possible. Thank you!
  • We’re sorry you couldn’t make your appointment at {AppointmentTime} on {AppointmentDate}. Please contact us at {LocationPhone} to reschedule your {AppointmentType}.
  • {PatientFirstName} missed an appointment with {ResourceName} on {AppointmentDate}. Due to the missed appointment, a fee of $XX.XX has been charged to the patient’s account.

Birthday Examples

  • Happy birthday {PatientFirstName}! Birthdays are a great time to set new health goals. Call us today so that we can help you reach them!
  • Happy birthday {PatientFirstName}! We wish you a happy, healthy year!

Orders Examples

  • {PatientFirstName}, this is [Location Name] letting you know your test results are normal. Please call the office at [Location Phone] if you have any questions.
  • {PatientFirstName}, [Location Name] has important information for you. Please visit the portal at [Insert URL] or call the office at [Location Phone].
  • Unless you receive a call from [Location Name], your recent laboratory testing has been reviewed and no change in your treatment plan is required. Your lab results are available in your patient portal account for your review. Please call the office at [Location Phone] if you have any questions.

Prescription Examples

  • {PatientFirstName}, [Practice Name] has submitted your prescription as requested. Please check with your pharmacy to see if your prescription is ready.

For aesthetic reasons, always be sure to insert a space between merge fields or between merge fields and words.

About Delivery Times

The settings for Delivery Times vary depending on the Notice type.

For Appointment Notices, you can set the Delivery so that notifications are:

  • sent immediately after the appointment is created in the core system, or
  • automatically sent a number of days before or after the appointment date.

For No-Show Notices, you can set the Delivery so that notifications are:

  • sent as soon as the appointment is marked as a No-Show in the core system, or
  • sent a day after the appointment is marked as a No-Show in the core system.

For Birthday Notices, you can set the Delivery so that notifications are:

  • sent on a patient’s birthday, or
  • sent x day(s) before or after a patient’s birthday.

For Orders Notices, you can set the Delivery so that notifications are:

  • sent when the order is reviewed, or
  • sent x day(s) after an order is reviewed.

For Prescription Notices, you can set the Delivery so that notifications are:

  • sent when a prescription is processed in the core system, or
  • sent 1 day after a prescription is processed in the core system.

For Recall Notices, you can set the Delivery so that notifications are:

  • sent on recall date due, or
  • sent x day(s) before or after recall date due.

Additional Notes

  • This message will be saved as a Draft. It will only be sent once the Notification is complete and either sent or activated.
  • Merge Field values and Merge Images come from the Settings widget.
  • Media Library images come from the Media Library.
  • See also How Merge Fields Work help topic for information on using Merge fields.