Patient Engagement System

System Overview

The Patient Engagement System is an automated communication platform that helps your practice stay connected with patients through timely, relevant notifications. The system sends reminders, follow-ups, and notifications via Voice, Email, Text (SMS), and WhatsApp.

Key Benefits

✅ Reduces No-Shows - Automated appointment reminders

✅ Improves Patient Experience - Timely communication at every touchpoint

✅ Increases Revenue - Proactive order ready and recall notifications

✅ Saves Staff Time - Fully automated with no manual intervention

✅ Multi-Channel Delivery - Reach patients on their preferred platform

✅ Multilingual Support - Automatic translation to patient's preferred language

How It Works

Automated Workflow

Patient Event Occurs
       ↓
System Checks Schedule Configuration
       ↓
Waits for Configured Time
       ↓
Translates Message to Patient's Language
       ↓
Sends Notification via Selected Channels
       ↓
Logs Communication History

Communication Flow

1. Trigger: An event occurs (appointment created, status changed, date reached)
2. Schedule Check: System checks your configured schedules for that notification type
3. Patient Filter: Verifies patient has not opted out of communications
4. Language Detection: Retrieves patient's preferred language from their profile
5. Translation: Message is automatically translated using AI to patient's language
6. Channel Selection: Sends via configured channels (Voice, Email, Text, WhatsApp)
7. Delivery: Patient receives notification in their preferred language
8. Logging: All communication attempts are logged in messaging history

Multilingual Communication

How Language Preferences Work

The system automatically translates all notifications to match each patient's preferred language, ensuring clear communication and better patient engagement.

Setting Patient Language:

• Navigate to: Patients → [Patient Name] → Language
• Select the patient's preferred language from available options
• Once set, ALL communications (Voice, Email, Text, WhatsApp) will be sent in that language

Translation Process:

• Default message templates are written in English
• When notification is triggered, system detects patient's language preference
• AI-powered translation (using llama-3.1-8b-instant) converts message to patient's language
• Translated message is sent via configured channels
• Variables like {patient_first_name}, {appointment_date}, etc. are preserved and formatted correctly

What Gets Translated:

• ✅ Message body/content
• ✅ Email subjects
• ✅ Voice call scripts (text-to-speech)
• ✅ Text/SMS messages
• ✅ WhatsApp messages

What Stays the Same:

• Patient name and personalized information
• Practice name and contact details (unless you've configured multilingual practice info)
• URLs and phone numbers

Example:

English Template:

Hi {patient_first_name}, Confirming your appointment on {appointment_date} 
at {appointment_time}. Please reply C to confirm. 
Call {company_phone} to cancel. Thanks {company_name}

Spanish Translation (if patient language = Spanish):

Hola {patient_first_name}, Confirmando su cita el {appointment_date} 
a las {appointment_time}. Por favor responda C para confirmar. 
Llame al {company_phone} para cancelar. Gracias {company_name}

Best Practices

✅ Always verify language preference when registering new patients

✅ Update language settings if patient requests communication in different language

✅ Default language: If no language is set, system uses English

✅ Quality assurance: Review translated messages periodically to ensure accuracy

Communication Channels

Available Channels

Channel Combinations

Your system supports multiple channel combinations:

• Voice and Email - Call + Email backup
• Text and Email - SMS + Email backup
• Voice and Email and Text - All three channels
• WhatsApp - WhatsApp only
• Email - Email only
• Text - SMS only
• Voice - Call only

How Backup Channels Work

When multiple channels are selected (e.g., "Voice and Email"):

1. Primary: First attempt via Voice (in patient's language)
2. Backup: If Voice fails, automatically tries Email (also translated)
3. Logging: Both attempts logged in system

Notification Types

1. APPOINTMENT REMINDER

Overview: Automated reminders sent before scheduled appointments to reduce no-shows and ensure patients remember their appointments.

When It's Sent:

• Trigger: Scheduled appointments or creating an appointment
• Important: Reminders are ONLY sent to appointments with no status. Once marked as "Checked In", "Cancelled", "Rescheduled", or "No Show", reminders stop automatically.

Current Configuration:

Example Timeline:

Day 0:  Patient books appointment for Day 14 at 2:00 PM
        → Schedule 5 triggers immediately (confirmation in patient's language)

Day 7:  Schedule 1 triggers
        → "Hi [Name], confirming your appointment on [Date] at [Time]"

Day 11: Schedule 2 triggers  
        → "Hi [Name], reminder: appointment in 3 days on [Date] at [Time]"

Day 13: Schedule 3 triggers
        → "Hi [Name], your appointment is tomorrow at [Time]"

Day 14: Schedule 4 triggers at 1:00 PM
        → "Hi [Name], your appointment is in 1 hour at 2:00 PM"

Message Content:

Default Text Message:

Hi {patient_first_name}, Confirming your appointment on {appointment_date} at {appointment_time}. 
Please reply C to confirm. Call {company_phone} to cancel. Thanks {company_name}

Default Voice Message:

Hi {patient_first_name}, Confirming your appointment on {appointment_date} at {appointment_time}. 
Please press 1 to confirm. Call {company_phone} to cancel. Thanks {company_name}

Available Variables:

• {patient_first_name}  - Patient's first name
• {patient_last_name}  - Patient's last name
• {appointment_date}  - Appointment date (formatted)
• {appointment_time}  - Appointment time
• {company_name}  - Your practice name
• {company_phone}  - Your practice phone number
• {company_website}  - Your practice website

Patient Actions:

Text Response Options:

• Reply C = Confirm appointment
• Reply CANCEL = Cancel appointment
• Call practice number to reschedule

Voice Call Options:

• Press 1 = Confirm appointment
• Call back to cancel/reschedule

2. APPOINTMENT CHECK-IN

Overview: Sent on the day of appointment to remind patients to check in when they arrive, reducing wait times and improving practice flow.

When It's Sent:

• Trigger: Automatically sent for appointments scheduled today
• Timing: 30 minutes before appointment time
• Conditions: Only sent if appointment is NOT: Already Checked In, Cancelled, Rescheduled, or Marked as No Show

Current Configuration:

Example Timeline:

Appointment Time: 2:00 PM today

1:30 PM: Check-in reminder sent (in patient's language)
         → "Hi [Name], it's almost time for your appointment. 
            Reply C to check in for your 2:00 PM appointment."

1:45 PM: Patient arrives, replies with "C"
         → System marks appointment as "Checked In"
         → No further check-in reminders sent

2:00 PM: Appointment time - patient is ready

Message Content:

Default Text Message:

{company_name}: Hello {patient_first_name}, it is almost time for your appointment. 
Let us know by replying with C to check in for your appointment for {appointment_date} at {appointment_time}. 
If you need to cancel or reschedule, please call {company_name} at {company_phone}.

Default Voice Message:

Hello {patient_first_name}, it is almost time for your appointment today at {appointment_time} at {company_name}. 
If you have any questions, please call {company_name} at {company_phone}. 
Press one to check in for your appointment.

Benefits:

• ✅ Reduces Wait Time - Patients checked in before arrival
• ✅ Improves Flow - Staff prepared for patient arrival
• ✅ Confirms Arrival - Know patient is on the way
• ✅ Cancellation Notice - Patients can notify of cancellation

3. NO SHOW FOLLOW-UP

Overview: Automated follow-up messages sent to patients who missed their appointments (marked as "No Show"), encouraging them to reschedule and emphasizing the importance of their eye care.

When It's Sent:

• Trigger: Appointment status is changed to "No Show" or "No Show (Waitlist)"
• Important: These notifications are ONLY sent when the appointment status contains "No Show". The system automatically detects variations like "No Show", "No Show (Waitlist)", etc.

Current Configuration:

Example Timeline:

Day 0:  Patient misses 2:00 PM appointment
        Staff marks appointment as "No Show"
        → Schedule 1 triggers immediately (in patient's language)
           "Hi [Name], we missed you at your appointment today"

Day 2:  Schedule 2 triggers
        → "Hi [Name], it's been 2 days since we missed you. 
           Your eye care is important. Please call to reschedule."

Day 7:  Schedule 3 triggers
        → Follow-up reminder to reschedule

Day 14: Schedule 4 triggers (final attempt)
        → Final reminder about importance of eye health

Message Content:

Default Text/Voice Message:

Hi {patient_first_name}. {company_name} missed you at your {appointment_time} appointment on {appointment_date}. 
Your eye care is important to us. Please call {company_phone} to reschedule.

Progressive Engagement Strategy:

The 4-schedule approach provides multiple touchpoints:

• Immediate - Catch patients who forgot
• 2 Days - Give time to respond, re-engage
• 7 Days - Persistent but not aggressive
• 14 Days - Final attempt before moving on

When No Show Stops:

No Show notifications STOP if:

• ✅ Patient schedules a new appointment
• ✅ Appointment status is changed from "No Show" to anything else
• ✅ Patient opts out of communications

Benefits:

• ✅ Recovers Lost Revenue - Converts no-shows to rescheduled appointments
• ✅ Patient Retention - Keeps patients engaged with your practice
• ✅ Improves Outcomes - Ensures patients get needed eye care
• ✅ Automated Follow-Up - No staff time required

4. THANK YOU

Overview: Appreciation message sent after appointments to thank patients for their visit and provide post-visit support contact information.

When It's Sent:

• Trigger: Appointment status is changed to "Checked Out" or "Checked-out"
• Timing: 2 days after appointment date
• Purpose: Show appreciation and provide post-visit support

Current Configuration:

Example Timeline:

Day 0:  Patient has appointment, status set to "Checked-out"
        (No immediate message sent)

Day 2:  Thank You notification triggers (in patient's language)
        → "Hi [Name], thank you for visiting us! 
           If you have any questions about your eye health, 
           please call us at [phone]"

Message Content:

Default Text/Voice Message:

Hi {patient_first_name}. Thank you for visiting us! 
If you have any questions or concerns about your eye health, 
please don't hesitate to give {company_name} a call at {company_phone}.

Email Subject:

{company_name}: Thank you for visiting us!

Why 2 Days?

The 2-day delay is strategic:

• ✅ Gives patient time to experience any post-visit needs
• ✅ Shows you care beyond the appointment
• ✅ Keeps your practice top-of-mind
• ✅ Provides support window for questions

Best Use Cases:

• Post-exam follow-up
• After eyewear purchase
• Following contact lens fitting
• After surgical consultation

Benefits:

• ✅ Builds Loyalty - Patients feel valued
• ✅ Opens Communication - Encourages post-visit questions
• ✅ Professional Touch - Demonstrates care quality
• ✅ Marketing Opportunity - Can include promotions

5. ORDER READY

Overview: Notifications sent when patient orders (eyewear, contact lenses, etc.) reach specific status stages, encouraging timely pickup and reducing abandoned orders.

When It's Sent:

• Trigger: Order status is changed to the configured value (e.g., "Delivered")
• Timing: Immediately when status changes, with follow-up reminders
• Purpose: Notify patients their order is ready and encourage prompt pickup

Current Configuration:

Monitored Order Status: "Delivered"

Example Timeline:

Day 0:  Order arrives, staff updates status to "Delivered"
        → Schedule 1 triggers immediately (in patient's language)
           "Hi [Name], your order is Delivered! Come pick it up."

Day 3:  Schedule 2 triggers
        → "Hi [Name], reminder: your order has been delivered. 
           Please pick up at your convenience."

Day 7:  Schedule 3 triggers
        → Second follow-up reminder

Day 12: Schedule 4 triggers (final reminder)
        → "Hi [Name], your order is still available for pickup. 
           Please call us at [phone] if you need assistance."

Message Content:

Default Text/Voice Message:

Hi {patient_first_name}! Your order is {order_status}. 
Thank you for ordering from {company_name}. 
If you have any questions please call us at {company_phone}.

Email Subject:

Your order is {order_status}!

Supported Order Statuses:

The system can track any order status you configure:

• Delivered (current configuration)
• Ready
• Shipped
• At Lab
• Custom Status

Available Variables:

• {patient_first_name}  - Patient's first name
• {order_status}  - Current order status (e.g., "Delivered")
• {company_name}  - Your practice name
• {company_phone}  - Your practice phone number

How It Works:

1. Order Processing: Lab completes order
2. Status Update: Staff updates order status in system
3. Immediate Notification: Patient notified right away (in their language)
4. Follow-Up Reminders: Automated reminders if not picked up
5. Pickup Tracking: Staff marks as picked up when collected

Benefits:

• ✅ Reduces Abandoned Orders - Multiple reminders ensure pickup
• ✅ Improves Cash Flow - Faster pickups mean faster payment
• ✅ Better Inventory Management - Less storage of unclaimed orders
• ✅ Customer Satisfaction - Patients know exactly when to pick up

Best Practices:

Timing Recommendations:

• Immediate notification gets best response
• 3-day follow-up catches busy patients
• 7-day reminder for procrastinators
• 12-day final notice before potential return

Staff Workflow:

• Update order status when it arrives
• System handles all notifications automatically
• Mark as "Picked Up" when patient collects
• No manual calling required

6. CONTACT LENS REORDER

Overview: Proactive notifications sent when patients' contact lens supply is running low, based on calculated reorder dates considering wear schedule and purchase quantity.

When It's Sent:

• Trigger: System-calculated reorder date based on:
  • Original purchase date
  • Quantity purchased
  • Wear schedule (daily, bi-weekly, monthly)
  • Expected duration
• Purpose: Remind patients to reorder before running out of lenses

Current Configuration:

How Reorder Date is Calculated:

Example 1: Daily Lenses

Purchase: January 1st
Quantity: 30 lenses (30-day supply)
Wear Schedule: Daily (1 lens per day)
→ Supply runs out: January 31st
→ Reorder date: January 31st

Notification Timeline:
- January 17: Schedule 1 (14 days before)
- January 24: Schedule 2 (7 days before)
- January 29: Schedule 3 (2 days before)
- January 31: Schedule 4 (3 hours after)

Example 2: Monthly Lenses

Purchase: January 1st
Quantity: 12 lenses (6 months supply for both eyes)
Wear Schedule: Monthly (2 lenses per month)
→ Supply runs out: July 1st
→ Reorder date: July 1st

Notification Timeline:
- June 17: Schedule 1 (14 days before)
- June 24: Schedule 2 (7 days before)
- June 29: Schedule 3 (2 days before)
- July 1: Schedule 4 (3 hours after - urgency nudge)

Example Timeline:

Purchase Date: January 1 (30 daily lenses)

January 17:  Schedule 1 triggers (14 days before) (in patient's language)
             → "Hi [Name], your contact lens supply is running low! 
                Time to reorder."

January 24:  Schedule 2 triggers (7 days before)
             → "Hi [Name], reminder: reorder your contact lenses 
                this week to avoid running out."

January 29:  Schedule 3 triggers (2 days before)
             → "Hi [Name], you're almost out of contact lenses! 
                Reply Y to reorder today."

January 31:  Supply runs out

January 31:  Schedule 4 triggers (3 hours after)
             → "Hi [Name], it's time to reorder your contact lenses! 
                Don't miss a day - order today."

Message Content:

Default Text Message:

Hi {patient_first_name}, 
Your contact lens supply is running low! Reply Y to reorder contacts lens supply. 
{company_name} 
{company_phone} 
{company_website}

Default Voice Message:

Hi {patient_first_name}, Your contact lens supply is running low! 
Press 1 to reorder your contact lenses today from {company_name}. 
You can also call us at {company_phone} or visit the website at {company_website}.

Email Subject:

Reorder your contact lens supply with {company_name}

7. RECALL REMINDERS

Overview: Proactive reminders sent before patients' scheduled recall dates (annual exams, follow-ups) to encourage booking appointments and maintain regular eye care.

When It's Sent:

• Trigger: Recall date set in patient profile
• Timing: Before the recall due date
• Special Filter: Only sent to patients who do NOT have future appointments already scheduled

Current Configuration:

Example Timeline:

Recall Date: March 31 (Annual exam due)

March 1:  Schedule 1 triggers (30 days before) (in patient's language)
          → "Hi [Name], you are due for Annual Exam with your eye doctor. 
             Please call to schedule."

March 17: Schedule 2 triggers (14 days before)
          → "Hi [Name], reminder: your Annual Exam is coming up. 
             Call today to schedule."

March 24: Schedule 3 triggers (7 days before)
          → "Hi [Name], your Annual Exam is due next week. 
             Schedule your appointment today."

March 31: Recall due date

Smart Filtering:

Important: Recall reminders are ONLY sent to patients who:

• ✅ Have a recall date set in their profile
• ✅ Do NOT have any future appointments scheduled

If Patient Already Has Appointment:

Patient: John Doe
Recall Date: March 31
Future Appointment: March 15 (already booked)

Result: NO recall reminders sent
Reason: Patient already has appointment scheduled

If Patient Has No Appointment:

Patient: Jane Smith
Recall Date: March 31
Future Appointment: None

Result: All 3 recall reminders sent
Reason: Patient needs to schedule appointment

Message Content:

Default Text/Voice Message:

Hi {patient_first_name}, you are due for {recall_name} with your eye doctor. 
To schedule an appointment, please call {company_name} at {company_phone} 
or visit our website at {company_website}.

Available Variables:

• {patient_first_name}  - Patient's first name
• {recall_name}  - Type of recall (e.g., "Annual Exam", "6-Month Follow-up")
• {company_name}  - Your practice name
• {company_phone}  - Your practice phone number
• {company_website}  - Your practice website

Recall Types:

Common recall types your system tracks:

• Annual Exam - Yearly comprehensive exam
• 6-Month Follow-up - Semi-annual check
• Glaucoma Screening - Specialized testing
• Diabetic Eye Exam - For diabetic patients
• Contact Lens Check-up - Annual lens evaluation
• Custom Recalls - Any type you configure

How Recall Dates Are Set:

1. After Appointment: Doctor recommends next visit
2. Staff Updates: Recall date entered in patient profile
3. System Tracks: Automatic reminders based on that date
4. Patient Schedules: When appointment booked, reminders stop

Benefits:

• ✅ Proactive Care - Keeps patients on schedule
• ✅ Revenue Consistency - Fills appointment calendar
• ✅ Better Outcomes - Early detection of eye conditions
• ✅ Patient Retention - Maintains ongoing relationships
• ✅ Reduced Manual Work - No staff calling required

Best Practices:

Setting Recall Dates:

• Enter recall date immediately after each appointment
• Use standardized recall types for consistency
• Update if patient schedules early

Timing Strategy:

• 30 days gives ample time for scheduling
• 14 days catches those who forgot
• 7 days is final reminder before due date

8. OVERDUE RECALL

Overview: Follow-up reminders sent to patients who have passed their recall due date and have not scheduled an appointment, emphasizing the importance of overdue care.

When It's Sent:

• Trigger: Recall date has passed (overdue)
• Timing: Starting 90 days after recall due date
• Special Filter: Only sent to patients who do NOT have future appointments already scheduled
• Note: Currently configured with only the first schedule (90 days). Additional schedules (180, 270, etc. days) can be activated if needed.

Current Configuration:

Additional schedules available but not currently active: 180, 270, 360, 450, 540, 630, 720 days

Example Timeline:

Recall Due Date: March 31 (Annual exam was due)

June 29:  90 days overdue
          Schedule 1 triggers (in patient's language)
          → "Hi [Name], your Annual Exam is now 90 days overdue. 
             Your eye health is important. Please schedule today."

(Additional schedules can be activated for longer overdue periods)

Smart Filtering:

Same as Recall Reminders, Overdue Recall ONLY sent to patients who:

• ✅ Have a recall date that has passed
• ✅ Do NOT have any future appointments scheduled
• ✅ Are at least 90 days overdue

If Patient Books Appointment:

Patient: John Doe
Recall Date: March 31 (passed)
90 Days Overdue: June 29
Future Appointment: July 15 (booked on June 25)

Result: NO overdue recall sent on June 29
Reason: Patient already scheduled appointment

Message Content:

Default Text/Voice Message:

Hi {patient_first_name}, your {recall_name} is overdue. 
Your eye health is important - please schedule your appointment today. 
Call {company_name} at {company_phone} or visit {company_website}.

Progressive Schedule Options:

While only Schedule 1 (90 days) is currently active, additional schedules are available:

When to Use Additional Schedules:

Activate More Schedules If:

• ✅ You want more persistent follow-up
• ✅ You have high-risk patients requiring more reminders
• ✅ Your patient population tends to delay appointments
• ✅ You want to maximize patient retention

Keep Minimal Schedules If:

• ✅ You prefer less aggressive follow-up
• ✅ Patients typically respond to first reminder
• ✅ You want to respect patient autonomy

Difference from Regular Recall:

Benefits:

• ✅ Recovers Lost Patients - Re-engages overdue patients
• ✅ Health Outcomes - Catches potentially serious conditions
• ✅ Practice Revenue - Fills cancellation slots
• ✅ Compliance Tracking - Documents outreach attempts

Best Practices:

For Staff:

• Review overdue patient list monthly
• Personal call for high-risk overdue patients
• Document reasons if patient declines

For Messaging:

• Keep tone concerned but not pushy
• Emphasize health importance over practice needs
• Make scheduling as easy as possible

9. HAPPY BIRTHDAY

Overview: Personalized birthday greetings sent to patients on their birthday, building rapport and showing personal care beyond clinical services.

When It's Sent:

• Trigger: Patient's birthdate matches today's date
• Timing: On the patient's birthday
• Frequency: Once per year, automatically

Current Configuration:

Example:

Patient: John Doe
Birthday: March 15

March 15: Happy Birthday message sent automatically (in patient's language)
          → "Happy Birthday [Name]! Wishing you a wonderful day 
             from all of us at [Practice Name]!"

Message Content:

Default Text Message:

Happy Birthday {patient_first_name}! 
Wishing you a wonderful day and year ahead from all of us at {company_name}. 
If you have any eye care needs, we're here for you at {company_phone}.

Default Voice Message:

Happy Birthday {patient_first_name}! 
This is {company_name} calling to wish you a wonderful birthday! 
We hope you have a fantastic day celebrating with family and friends.

Email Subject:

Happy Birthday from {company_name}!

Customization Ideas:

Add Personal Touch:

• Include special birthday offers
• Add patient appreciation message
• Link to schedule annual exam
• Include practice photos/team message

Optional Additions:

Happy Birthday {patient_first_name}! 

Enjoy 20% off any eyewear purchase this month as our birthday gift to you! 
Call us at {company_phone} to schedule your visit.

Wishing you clear vision and bright days ahead!

Benefits:

• ✅ Patient Delight - Unexpected personal touch
• ✅ Brand Loyalty - Builds emotional connection
• ✅ Referral Catalyst - Patients share positive experiences
• ✅ Marketing Touchpoint - Can include special offers
• ✅ Zero Cost - Automated with no additional expense

System Intelligence:

The system automatically:

• ✅ Checks birthdays daily
• ✅ Sends exactly once per year
• ✅ Respects communication preferences
• ✅ Logs all birthday messages sent
• ✅ Handles February 29 birthdays (leap year)
• ✅ Translates birthday message to patient's preferred language

Troubleshooting Guide

Issue 1: Patient Not Receiving Messages

Check Patient Contact Information:

• Navigate to: Patients → [Patient Name] → Contact Information
• Verify phone number, email address accuracy
• Ensure no typos in contact details

Check Communication Preferences:

• Navigate to: Patients → [Patient Name] → Communication Preferences
• Verify patient has not opted out
• Confirm preferred channels are selected

Check Language Settings:

• Navigate to: Patients → [Patient Name] → Language
• Verify language is set correctly
• If no language set, system defaults to English

Common Solutions:

• Update incorrect contact information
• Ask patient to whitelist your email/number
• Re-confirm communication consent
• Try different channel if one fails

Issue 2: Messages Sending at Wrong Time

Check Schedule Configuration:

• Navigate to: Patient Engagement → Configuration → [Notification Type]
• Review schedule timing (days/hours before/after)
• Verify trigger conditions
• Check time zone settings match practice location

Solution: Adjust schedule timing in configuration settings

Issue 3: Duplicate Messages

Check for Multiple Configurations:

• Navigate to: Patient Engagement → Configuration
• Verify only one configuration per notification type
• Deactivate unused schedules
• Check for duplicate appointments/orders

Solution: Remove duplicate configurations or contact IT support

Issue 4: Recall Reminders Not Stopping After Appointment Scheduled

Verify Future Appointment Exists:

• Navigate to: Calendar → [Patient Name]
• Confirm appointment is in the future
• Check appointment is not cancelled/rescheduled
• Verify patient is correctly linked to appointment

Solution: Ensure patient_id matches on both appointment and patient record, or manually update recall date

Issue 5: No Show Notifications Sent to Wrong Patients

Check Appointment Status:

• Navigate to: Calendar → Appointment
• Verify status is correctly set to "No Show"
• Ensure not accidentally set on wrong appointment

Staff Training Needed:

• Mark "No Show" only for truly missed appointments
• Use "Cancelled" for cancellations
• Use "Rescheduled" for rescheduled appointments

Solution: Correct appointment status to stop notifications

Issue 6: Order Ready Messages Not Triggering

Verify Order Status Matches Configuration:

• Navigate to: Patient Engagement → Configuration → Order Ready
• Check "Order Status" field shows configured value (e.g., "Delivered")
• Verify order status matches EXACTLY (case-sensitive)

Common Mismatches:

• "Delivered" vs "delivered" (case mismatch)
• "Delivered" vs "Ready" (different status)
• Extra spaces in status value

Solution: Update configuration to match actual status values or standardize status values

Issue 7: Contact Lens Reorder Date Incorrect

Check Purchase Data:

• Navigate to: Orders → Contact Lens Order
• Verify purchase date is correct
• Check quantity purchased is accurate
• Verify wear schedule (daily/bi-weekly/monthly)

Solution: Manually adjust reorder date in order settings if automatic calculation is incorrect

Issue 8: Messages Not Translated Properly

Check Patient Language Setting:

• Navigate to: Patients → [Patient Name] → Language
• Verify language is set correctly
• If blank, system defaults to English

Translation Quality:

• AI translation powered by llama-3.1-8b-instant
• Variables (names, dates) are preserved
• Review translated messages periodically for accuracy

Solution: Update patient language preference or contact support if translation quality issues persist

Summary

The Patient Engagement System automates all critical patient communications with intelligent multilingual support, ensuring every patient receives timely, relevant messages in their preferred language. This reduces no-shows, improves patient satisfaction, and increases practice revenue—all while saving valuable staff time.

For additional support or questions, please contact your system administrator.

Document Version: 2.0

Last Updated: December 2025