user guide - guildlink€¦ · memocare user guide v1.3.0.148 ... memocare enrol wizard fields ......

User Guide

Version 1.3.0.148

MemoCare User Guide V1.3.0.148

GuildLink Pty Ltd of 66

Contents

Welcome to MemoCare ............................................................................................................. 5 Purpose of this Guide ..................................................................................................................... 5 Legend of Field Types ..................................................................................................................... 6 Getting Help ................................................................................................................................... 6

Training Resources ................................................................................................................................................... 6 MemoCare Support Team ........................................................................................................................................ 6

Accessing MemoCare ..................................................................................................................... 7 MemoCare Tab on the Top Menu Bar ...................................................................................................................... 7 MemoCare Tab on the Current Patient Tab ............................................................................................................. 8

Getting Started ........................................................................................................................... 9 Choosing Your Settings .................................................................................................................. 9

Settings Fields ........................................................................................................................................................... 9 Choose Your Environment Settings ........................................................................................................................ 11 Choose Your MemoCare Settings ........................................................................................................................... 12 Choose Your Trading Day Settings .......................................................................................................................... 13 Check the Owing Scripts Settings ........................................................................................................................... 14

How Messages Work ....................................................................................................................15 How are Messages Processed? ............................................................................................................................... 15 How Do I Know a Message has Actually Been Sent? .............................................................................................. 15 Description of Message Status Types ..................................................................................................................... 16 Maximum Number of Characters per SMS ............................................................................................................. 16 Messages are Conveniently Grouped ..................................................................................................................... 17 Original Script IDs/PBS Codes ................................................................................................................................. 17 How MemoCare SMS Responses Work .................................................................................................................. 17

Enrolling a Patient .................................................................................................................... 18 MemoCare Enrol Wizard Fields ....................................................................................................18

Patient Consent ...................................................................................................................................................... 18 Active Status ........................................................................................................................................................... 18 Communication Method ........................................................................................................................................ 18 Repeat Reminder Send Hours ................................................................................................................................. 19

Enrolling a Patient from a Popup .................................................................................................20 Enrolling a Patient Ad Hoc............................................................................................................21 Completing the Enrolment Details ...............................................................................................22

Obtain your Patient’s Consent ................................................................................................................................ 22 Set the Status.......................................................................................................................................................... 23 Choose the Preferred Communication Method ..................................................................................................... 23 Set the Repeat Reminder Send Hours .................................................................................................................... 24 Review and Finish the Enrolment ........................................................................................................................... 25

Sending Reminders to Patients ................................................................................................ 26 Reminder Message Fields ....................................................................................................................................... 26 Reminder Settings .................................................................................................................................................. 26 Reccurring Message ................................................................................................................................................ 27 Send Message (One-off) ......................................................................................................................................... 28

Sending a Prescription Reminder Message ..................................................................................30 To send a prescription reminder to your patient anytime: .........................................................30

Prescription Reminder Template Descriptions ....................................................................................................... 32 Sending a Recurring Message (Customised Recurring Reminder) ...............................................33 Sending a One-off Message .........................................................................................................34



Viewing Sent and Received Messages .........................................................................................35 Viewing Scheduled Messages ......................................................................................................36

Advising Patients How to Respond to Messages ..................................................................... 38 SMS Messages ..............................................................................................................................38 Email Messages ............................................................................................................................38 Voice Messages ............................................................................................................................38

Receiving and Replying to Messages ....................................................................................... 39 Prescription Ready Reply Process ................................................................................................39 Replying to Messages from Patients ............................................................................................40

Reply to a Message from a Popup .......................................................................................................................... 40 Reply to a Message Anytime .................................................................................................................................. 41

Moving Messages from Your Inbox to Your Actioned Tab ..........................................................43 Viewing All Scheduled and Sent Messages (All Patients).............................................................44

All Scheduled Messages .......................................................................................................................................... 44 All Sent Messages ................................................................................................................................................... 44

Viewing All Failed Messages (All Patients) ...................................................................................45 Failure Reason Descriptions ................................................................................................................................... 45

Customising Message Templates ............................................................................................. 46 Templates Fields ..........................................................................................................................46

Templates ............................................................................................................................................................... 46 Default Template Descriptons ................................................................................................................................ 47

Changing a Default Template .......................................................................................................48 Adding a New Template ...............................................................................................................49

Changing a Patient’s Preferences ............................................................................................. 50 MemoCare Settings Fields (Current Patient) ...............................................................................50 Changing Your Patient’s Preferences ...........................................................................................51

Helping a Patient to Opt Out/In ............................................................................................... 52 How Opt Out/Unsubscribe and De-activate Work ......................................................................52 Opting Out a Patient ....................................................................................................................52 Opting a Patient Back In ...............................................................................................................53 De-activating a Patient .................................................................................................................54 Re-activating a Patient .................................................................................................................54

Running Reports ....................................................................................................................... 55 Reports Fields ...............................................................................................................................55

MemoCare History Report ...................................................................................................................................... 55 MemoCare Status Report ....................................................................................................................................... 55 MemoCare Due Message Report ............................................................................................................................ 55

Running a Report .........................................................................................................................56 Working with a MemoCare Report ......................................................................................................................... 56

Blank Consent Forms ................................................................................................................ 58

Managing Owing Scripts ........................................................................................................... 59 Owing Scripts (Prescriber) Report Fields ......................................................................................59 Viewing Owing Scripts ..................................................................................................................60 Sending Owing Script Reminders to Patients...............................................................................61 Sending Owing Script Reports to Prescribers ..............................................................................62



Working with an Owing Script Report .........................................................................................63 Sample Pages ...............................................................................................................................64

Sample Cover Page ................................................................................................................................................. 64 Sample Table Layout ............................................................................................................................................... 65 Sample Script Layout .............................................................................................................................................. 65

Viewing Sent Owing Script Messages ..........................................................................................66



Welcome to MemoCare

MemoCare is a prescription reminder service that allows you to communicate with your patient about medications, health and wellbeing, once the patient leaves the pharmacy. The system is designed to enhance your relationship with your patient and build patient loyalty.

MemoCare offers subscribers four different types of communication so you can ensure the best type of communication is being used for the right audience:

SMS – a fast and effective way to interact with your patients

Email – a professional form of communication with healthcare providers as well as an effective way to interact with patients who prefer email

Voice – automated voice messages suitable for patients who may not have access to email or SMS

Fax – a way to automatically transmit information to other healthcare providers

MemoCare is fully integrated with GuildCare software and:

appears as an additional tab within GuildCare eliminating the need for multiple software programs

has the familiar look and feel of the GuildCare platform

links to current and future programs within the GuildCare platform

has ad hoc messaging capability that can be sent to patients for reminders such as MedsCheck, Baby Clinic appointments, and more...

provides multiple training solutions

Purpose of this Guide

This Guide shows you how to use MemoCare to:

enrol a patient

use purpose-built templates to send reminders to patients and reply to their responses

customise message templates to suit your requirements

advise and help your patients with using the service

run reports to, for example, monitor the effectiveness of the service

manage owing scripts communications



Legend of Field Types

The following legend shows the different types of fields in MemoCare. The icons in this legend are used in the field definition tables throughout this Guide.

LEGEND – FIELD TYPES

Text

Free Text Numeric Slide control Drop-down list Drop-down Calendar Check box Radio button

Getting Help

Training Resources

Register for an online MemoCare training session held by a live presenter or another training option. Training is available in the following formats:

Online Training Sessions

Workshops – run in conjunction with other GuildCare workshops. Contact your Account Manager at GuildLink to find out more.

This information can also be found on the Resources tab (at the MemoCare tab on the top menu bar):

MemoCare Support Team

As a subscriber to GuildCare and/or MemoCare software, you receive access to the Software Support Team who can assist with your training and technical needs.

MemoCare Support Hotline 1300 734 869

Hotline Hours Monday to Friday 08:30am to 07:00pm AEST

Email Address [email protected]

Website www.guildcare.com.au

mailto:[email protected]

http://www.guildcare.com.au/



Accessing MemoCare

You can access MemoCare in two ways, via the:

MemoCare tab on the top menu bar (for all active patients)

MemoCare tab on the Current Patient tab (for a specific active patient)

MemoCare Tab on the Top Menu Bar

The tabs on the MemoCare tab on the top menu bar are:

TAB DESCRIPTION

Inbox Shows all patients’ MemoCare response messages

Actioned When you send a reply to your patient’s response to an original reminder message, that original reminder message is automatically moved from your Inbox to your Actioned tab. You can also manually move a message from your Inbox to your Actioned tab.

Sent Items Shows all messages sent to all of your patients

Failed Items Shows messages that have failed to send for any reason

Scheduled Shows all messages scheduled to be sent to your patients in the future

Templates Shows message templates which you can customise, or else create a new message template

Resources Shows available MemoCare support resources such as training and guides

Reports Allows you to run any of the following reports:

MemoCare History Report

MemoCare Status Report

MemoCare Due Message Report

Blank Consent Forms Shows marketing material for signing up patients. You can print, and then split, the form into three to place on the pharmacy counter for patients to use when signing up for MemoCare.

Note: The forms look best when printed in colour

MemoCare tab lets you access all active patients



MemoCare Tab on the Current Patient Tab

The tabs on the MemoCare tab on the Current Patient tab are:

TAB DESCRIPTION

Patient Drugs Shows the current patient’s medication list. Medications are grouped by PBS Code/original script ID, and private medications are grouped by medication name. You can select medication/s to send prescription reminders from this tab.

Communication History Shows all messages sent to the current patient (and any replies the patient has made linked to the original message). MemoCare retains the last three months of a patient’s Communication History.

Recurring Where you can set up periodic reminder messages for the current patient

Scheduled Shows all messages scheduled to be sent to the current patient in future

The MemoCare tab on the Current Patient tab also allows you to:

see the current patient’s enrolment Status

set the current patient’s customised preferences (Settings) eg timeframe to receive messages

use options to Opt-out or temporarily De-activate the current patient

MemoCare tab lets you access a current active patient



Getting Started

Choosing Your Settings

Before you use MemoCare to enrol patients and send messages, you need to customise MemoCare to suit your requirements by setting your popup criteria and trading days/hours, etc.

There are four types of settings:

Environment settings – for setting popup times for all GuildCare programs

MemoCare settings – for tailoring popups at dispense which prompt you for patients in specified postcodes, specifying the hours to send SMS messages to your patients, etc

Trading Days settings – for setting the days your pharmacy is open (if you don’t want SMS messages sent when your pharmacy is closed)

Owing Scripts settings – for defining the dispense system database file on your workstation so you can use the Owing Scripts function

Settings Fields

The tables in this section describe the fields in Configure > Options > Settings pages.

MemoCare Settings

FIELD TYPE ACTION EXAMPLE

POPUPS

MemoCare popup display time (secs)

Enter the number of seconds a MemoCare popup remains on your screen

30

MemoCare outstanding message popup interval (mins)

Enter the number of minutes for the interval time you want MemoCare to remind you of any un-opened messages in your Inbox.

30

MESSAGE GROUPING

Number of days to group messages

Enter the number of days to group messages for a patient. The default value is 5 days. This option is designed to minimise the number of messages sent to a patient where the patient is prescribed multiple medications

5

QUALIFYING POSTCODES

Quallifying Postcodes Text Enter your pharmacy’s postcode and any other postcodes you want MemoCare to prompt you on, making sure you separate each postcode with a comma (,)

Popups occur on dispense when the patient’s home address matches a postcode you have set in this field

5000, 5065, 5100, 5156, 5209

MEMOCARE SMS SEND HOURS

MemoCare SMS send hours

Drag each slide control to set the time range when you want the automated scheduled SMS messages to be sent

09:00 AM – 06:00 PM




to your patients

You can also adjust the send hours for an individual patient if required. See Set the Repeat Reminder Send Hours on page 24 for instructions.

Trading Day Settings


TRADING DAYS

Monday….Sunday Select the check box for each day your pharmacy is open to make sure communications are only sent on these days (that is, if you do not want SMS messages sent while the pharmacy is closed)

Owing Scripts Settings


OWING SCRIPTS

Dispense system scripts database file

Text Check the Dispense system scripts database file field. If the field:

contains information, this means your workstation is configured. Click Cancel. You can start using Owing Scripts.

does not contain any information, this means your workstation is not yet configured. Contact MemoCare Support for help in setting up Owing Scripts.

\\Soserver\data\fred\DBFS



Choose Your Environment Settings

To choose your environment settings (for all GuildCare programs):

1. On the Configure menu, click Options.

2. At the Options window, click Environment. The Environment settings display.

3. Make your Environment settings selections, and then click OK.

See Environment Settings on page 9 for help on how to select the settings.



Choose Your MemoCare Settings

To choose your MemoCare settings:


2. At the Options window, click MemoCare. The MemoCare settings display.

3. Make your MemoCare settings selections, and then click OK.

See MemoCare Settings on page 9 for help on how to select the settings.



Choose Your Trading Day Settings

To choose your Trading Day settings:


2. At the Options window, click Trading Days. The Trading Days settings display.

3. Make your Trading Day settings selections, and then click OK.

See Trading Day Settings on page 10 for help on how to select the settings.



Check the Owing Scripts Settings

Before you can start using Owing Scripts, it must be configured in GuildCare.

To check if your workstation is set up for Owing Scripts:


2. At the Options window, click Owing Scripts. The Owing Scripts settings display.

3. Check the Dispense system scripts database file field. If the field:

contains information, this means your workstation is configured. Click Cancel. You can start using Owing Scripts.

does not contain any information, this means your workstation is not yet configured. Contact MemoCare Support for help in setting up Owing Scripts.



How Messages Work

How are Messages Processed?

When you send a message, it is placed in a delivery queue in an internal database until the next time MemoCare collects messages from the queue.

Around every 15 minutes, MemoCare collects the queued messages and sends them on to a professional services web service, which normally forwards them on to a communications service provider. That provider then sends the messages out to patients.

Delivery of text (SMS) messages is also influenced by the SMS send hours you selected for MemoCare Settings on page 9.

How Do I Know a Message has Actually Been Sent?

In short, for:

an email, the status is set to Sent

an SMS, the status is set to Delivered

a voice message, the status is set to Sent

The reason for the difference is there is no reliable way of knowing an email has been delivered, you can only know you sent it. With an SMS or voice message, the network can tell the message has been delivered to a device. See Description of Message Status Types on page 16 for a list of all the message status types and what they mean.

patients communications service web service internal database messages



Description of Message Status Types

The following table describes each different type of message status and the corresponding tab in MemoCare where a message with that status would be listed.

MESSAGE STATUS TAB IN MEMOCARE DESCRIPTION

Requested Scheduled Message is submitted to the scheduler but not yet processed

Processing Scheduled

Message is collected for processing and the status updated to prevent re-processing

Failed Failed Items Message submission to the communications service provider has failed

Posted Sent Items / Sent Message is submitted to the communications service provider successfully

Pending Scheduled Message is submitted to the communications service provider successfully and is in a queue to be processed

Sent Sent Items / Sent

Message (email) is sent by the communications service provider, no acknowledgement received

Delivered Communication History Message (SMS) is delivered successfully to the recipient

Received Inbox

Communication History

Communications service provider has received a read receipt for the message (email messages)

Acknowledged Inbox

Communication History

Communications service provider has received a response from the recipient by reply SMS, Email or Voice prompt

Undeliverable Failed Items Communications service provider is unable to deliver the message on the specified channel

Maximum Number of Characters per SMS

Each text (SMS) message contains a maximum of 160 characters. If you send a message of more than 160 characters, it is broken down and you are charged for each message. However, your patient still receives it as one message and it also appears in your patient’s Communication History and your MemoCare Sent box as one message.

In this example, the message would be split and charged to you as three messages.

If your patient sends you a message that exceeds 160 characters, it appears in MemoCare as a single message.

This is a courtesy message to let you know that your medication has arrived and is ready for collection at your earliest convenience. Kind regards GuildCare Compliance and Adherence Pharmacy Open 8am-10pm 365 days Please note this is a no reply number, please contact us on 09 1234 5678 or [email protected] * To opt-out reply STOP



Messages are Conveniently Grouped

By default, messages are grouped within a five day period for your patient. This means if there is more than one SMS reminder for your patient within this period, MemoCare groups the messages scheduled for the next five days and then sends them together (based on the templates being used).

Every 15 minutes or so, MemoCare checks for unsent messages due for a patient today. The system then looks five days ahead, groups all that patient's messages due in the next five days into one message per template, and sends the messages.

You can change the number of days messages are grouped if you wish. See MemoCare Settings on page 9 for instructions.

Original Script IDs/PBS Codes

MemoCare identifies medications using the original script ID from your Dispense system but, if there is no match, it uses the PBS code.

Reminders are always grouped by the original script/PBS code. If a new script is dispensed with the same original script/PBS code, then the reminder for the original script/PBS code reflects the most recently dispensed script.

How MemoCare SMS Responses Work

Every time your patient receives an SMS from MemoCare, it comes from a different number. When your patient replies to the message, the communications service provider uses the number to look up the patient's phone number and the number the message came in on, and matches it to the outgoing message ID.

For this reason, it’s important your patient replies to a message using the number it came in on and not using a number your patient may have stored from an earlier message. Otherwise, it will appear as if you have not received your patient’s reply.



Enrolling a Patient

There are two ways to enrol a patient in MemoCare:

Popup – when the system automatically prompts you when you dispense to a patient whose postcode matches your MemoCare settings

Ad hoc – manually enrolling a patient from the Patients tab on the top menu bar

The procedures in this section of the Guide show you both methods.

MemoCare Enrol Wizard Fields

The tables in this section describe the fields in the MemoCare Enrol Wizard.

Patient Consent


PATIENT CONSENT

I confirm that I have received consent from the patient

Select the check box to record you have received the patient’s consent

Your initials Text Enter your intials RC

Select the type of consent:

Signed / Verbal consent

Click the radio button next to the type of consent the patient has provided – Signed or Verbal

Active Status


ACTIVE STATUS

Status:

Active / Inactive

Click the radio button next to the type of MemoCare status for the patient – Active or Inactive

Communication Method


COMMUNICATION METHOD

Communication Method:

SMS / Email / Voice

Click the radio button next to the patient’s preferred communication method – SMS, Email, or Voice

Phone number/Email address Text If your patient chooses:

SMS, enter the patient’s mobile phone number 0444123123

Email, MemoCare displays the patient’s email address. If the address is incorrect, change it.

[email protected]

Voice, MemoCare displays the patient’s landline or mobile number. If the number is incorrect, change it.

029791234

Note: If you enter a number that is already in use, MemoCare displays a warning message. It may be because the number is incorrectly entered or is correct and shared by patients. Make




sure the number is correct and then click Yes to use it.

Would you like to send a welcome message to the patient after enrolment?

Yes please / No thanks

The system defaults to Yes please.

If:

you want to change the welcome message, click the Edit Message button and make the changes. (The changes only apply for the current patient. The default welcome message template remains unchanged).

you do not want to change the default welcome message, simply leave the Yes please button selected and take no further action

your patient prefers not to receive a welcome message at all, click the radio button next to No thanks

Repeat Reminder Send Hours


REPEAT REMINDER SEND HOURS

Use system-wide defaults

When the Use system-wide defaults button is selected, it means your patient will receive SMS messages during the time range you set for all MemoCare patients when you chose your MemoCare Settings (see page 12).

Set override for this patient

If your patient prefers to receive their SMS messages during a different time range, click the Set override for this patient button. When the time range displays, drag each slide control to set new times for your patient.

The time range is changed only for the current patient, while the default time range for all other MemoCare patients remains unaffected.

10:00AM – 05:00PM



Enrolling a Patient from a Popup

To enrol a patient when a popup displays:

1. When you dispense a medication to a patient whose postcode matches your MemoCare Settings, a prompt pops up.

2. Click the text in the popup. GuildCare displays the following message on the MemoCare tab for the Current Patient.

3. Click Enrol.

4. The MemoCare Enrol Wizard displays. See Completing the Enrolment Details on page 22 for instructions on using the MemoCare Enrol Wizard.

What if your patient declines the offer of enrolment?

If your patient decides not to sign up for MemoCare, click the Decline button. When MemoCare asks if you are sure, click Yes.

While MemoCare will not prompt you again to enrol the patient, you can always do so at a later date should the patient have a change of heart. See Enrolling a Patient Ad Hoc on page 21 for help.



Enrolling a Patient Ad Hoc

To enrol a patient manually when no popup displays:

1. Click the Patients tab on the top menu bar to display a list of patients.

2. Double-click the name of the patient you want to enrol. The patient’s details are displayed on the Current Patient tab.

3. Just below the patient’s address details, click the MemoCare tab. GuildCare displays the following message on the MemoCare tab.

4. Click Enrol. The MemoCare Enrol Wizard displays. See Completing the Enrolment Details on page 22 for instructions on using the MemoCare Enrol Wizard.



Completing the Enrolment Details

Use the following instructions on how to use the MemoCare Enrol Wizard to complete your patient’s enrolment information.

Obtain your Patient’s Consent

To obtain and record your patient’s consent:

1. At the Welcome to The MemoCare Enrol Wizard page, if the patient is providing:

written consent, click Print Consent Form, collect the form from your printer and ask the patient to sign it. Click Next

verbal consent, click Next

When you choose Print Consent Form, the form automatically prints to your default GuildCare printer. This keeps things simple – there is no extra step requiring you to select a printer each time.

2. At the Patient Consent page, record the consent details, and then click Next.

See Patient Consent on page 18 for help on how to record consent details.



Set the Status

To set your patient’s MemoCare status:

1. At the Active Status page, select the patient’s status, and then click Next. Active is selected by default.

After you finish enrolment, you can de-activate (and re-activate) the patient at anytime. See How Opt Out/Unsubscribe and De-activate Work on page 52 for more information about patient status.

Choose the Preferred Communication Method

To choose your patient’s preferred communication method:

1. At the Communication Method page, click the button next to the patient’s preferred communication method, then enter the required details and click Next.

See Communication Method on page 18 for help on how to record the communication details.



Set the Repeat Reminder Send Hours

To set the repeat reminder ‘send hours’ for your patient:

1. At the Repeat Reminder Send Hours page, accept the system-wide settings (time range when SMS reminders are sent to MemoCare patients), or override the settings if this particular patient prefers different hours.

2. Click Next.

See Repeat Reminder Send Hours on page 19 for help on how to set reminder send hours for your patient.

What if MemoCare finds the phone number is already in use?

If you enter a phone number that is already in use, MemoCare displays a warning:

It may be acceptable because, for example, your patient shares the phone number with another patient. Make sure the number is correct and, if so, click Yes. If it is incorrect, click No, and then enter the correct number.



Review and Finish the Enrolment

To review the enrolment information you entered for your patient:

1. At the Review Settings page, check the information you captured. If it is:

correct, then click Finish

incorrect, click the Back button to go back to earlier pages, make the required changes using Next to then display the Review Settings page again, and click Finish

2. The following occurs:

The patient’s details display on the MemoCare tab, showing Status: ENROLLED (Active)

If you opted to send a welcome message, one is sent to your patient via the preferred communication method, such as:

an SMS message from a generic mobile number

an email from your pharmacy

a voice (text-to-speech) message from your pharmacy

Hello from GuildCare Pharmacy. Thank you for subscribing to our reminder service. To opt out reply STOP



Sending Reminders to Patients

There are three different kinds of reminders you can send to your patients:

Prescription reminders – to remind your patient to refill their prescription or, where 0 repeats remain on a prescription, remind your patient to see their prescriber (eg GP). MemoCare automatically applies the relevant prescription reminder template to make the task easy.

Recurring messages – where you can set up periodic reminders for your patient. You can customise a message to be sent daily, weekly, or monthly. You can also use this feature to send yearly messages such as birthday messages.

One-off/ad hoc messages – to send a communication once to your patient.

Reminder Message Fields

The tables in this section describe the fields in the reminder message pages.

Reminder Settings


REMINDER SETTINGS

Drug Text No action required. The selected medication displays.

PV Forte polyvinyl alcohol 3% eye drops

Last dispensed date Text No action required. The last dispensed date for the medication displays.

Sat 01/03/2014

Repeat Cycle

By default, MemoCare sends a message 21 days after the last dispense date to remind the patient to have their prescription filled. To set a different reminder period and change the Reminder next due date, select the number of days from the Reminder Cycle drop-down list.

Note: Your group settings may result in messages being sent outside the 21-day cycle.

25

Active Leave this check box selected to confirm the reminder is required

or

Clear this check box if your patient does not want to be reminded. For example, your patient may only want to be reminded about certain types of medications and not others.

Reminder next due

No action required. This field displays the date the reminder is next due based on the Reminder Cycle.

Thu 24/04/2014

REPEAT REMINDER

Refill Template Select the appropriate template:

Script on File template Patient enrols and chooses to keep their scripts at

your pharmacy

No Script on File Template Patient enrols and chooses not to keep their




scripts at your pharmacy

Re-order template

Send a reminder for a medication you do not have on the shelf (eg expensive or low volume medications). MemoCare will apply the Order Medication template for this reminder.

None Template

Patient would like to receive a reminder only when they have 0 repeats left

See Prescription Reminder Template Descriptions on page 32 for more information

NEW SCRIPT REMINDER

Next Script on File Check this box if you have the patient’s next script on file to prevent a New Script reminder to be sent

Send new script reminder unless next script on file

Leave this check box selected to send a reminder when your patient is out of repeats and needs to ask their prescriber (GP) for a new script

Reccurring Message


MESSAGE / TEMPLATE

Template Text Text Do one of the following:

Type new text from scratch in the Message field or

Hi <PTFN>, Wishing you a very happy birthday. We look forward to seeing you soon at <PHN>

Template

Select a template from the Template drop-down list, and then click Insert. The content of the template is inserted into the Message field where you can edit it to suit your requirements.

Birthday Wishes

Note: The example (above right) includes template codes, <PTFN> to insert your patient’s first name and <PHN> to insert your pharmacy name. Template codes and their descriptions are available on the Templates tab in MemoCare. See also, Customising Message Templates on page 46.

Preview Text As you make changes in the Template Text field, the Template Preview field (next to the Template Text field) displays what the message will look like to your patients

Hi Joe, Wishing you a very happy birthday. We look forward to seeing you soon at GuildCare Pharmacy

TIME

Send at

Select the time of day to send the reminder 05:00PM

RECURRENCE PATTERN

Daily Click this button to select a daily recurrence pattern. The Every field displays.

[Every]

Select the frequency (number of days) from the drop-down list

2 days

Weekly Click the button next to Weekly. Days of the week




[Monday…Sunday] check boxes display.

Select the day(s) you want the message to recur each week by clicking the check box next to the day

Monday

Wednesday

Monthly

[Months / Days / On]

Click the button next to Monthly. The Months, Days and On fields display.

Select the months in which you want the message to be sent from the Months drop-down list.

January, February

Then do one of the following:

Select the particular days on which you want the message to be sent from the Days drop-down list or

7, 14

Click the On button, and then select the days from the drop-down lists

Second

Monday

RANGE OF RECURRENCE

Start

Select the date you want the recurrence to start Wed 13/08/2014

No end date Click this button to make the recurrence indefinite

End after

…Occurrences

Click this button to limit recurrence to a specific number, and then select the number from the drop-down list

2

End by

Click this button to indicate a date to end the occurrences, and then select the end date from the drop-down calendar

Wed 13/08/2017

Send Message (One-off)


SEND MESSAGE

Email and Voice Message

Mobile / Phone no Text No action required. The patient’s mobile/phone number displays.

0444111222

Subject Text Type a subject for your message

Note: This field is only available for email or voice messages. For SMS messages, you cannot type a subject. Instead, MemoCare adds the subject, Important message from <PHN>, where <PHN> is your pharmacy’s name.

Special Order has arrived

Message Text Do one of the following:

Type new text from scratch in the Message field or

Hi Joe, Sorry for the delay. Your special order has been dispensed and is waiting for you to collect….

Template

Select a template from the Template drop-down list, and then click Insert. The content of the template is inserted into the Message field where you can edit it to suit

Order Medication




your requirements.

Voice Message only

Response

Select an option from the drop-down list to append the response to the message text

Note: The Response field appears on the Voice tab only

Press 1 for yes, press 2 for no, 3 if you would like us to contact you.



Sending a Prescription Reminder Message

To send a prescription reminder to your patient anytime:

1. Click the Patients tab on the top menu bar to display a list of patients.

2. Double-click the name of the patient you want to send a reminder to, and the patient’s details are displayed on the Current Patient tab.

3. Click the MemoCare tab and, by default, the Patient Drugs tab displays the current patient’s medication list.



4. Double-click a selected medication name and the Reminder Settings page will display.

5. Enter your reminder selections including the template to use, and then click Save.

See Reminder Settings on page 27 for help on how to enter reminder selections, and Prescription Reminder Template Descriptions on page 32 for examples of reminder template messages.



Prescription Reminder Template Descriptions

The following table describes each MemoCare prescription reminder template.

TEMPLATE DESCRIPTION

Refill Templates

No Script On File Your patient enrols in MemoCare but prefers not to keep scripts at your pharmacy

Example [single script] Hi Joe, your Atorvastatin is nearly due we look forward to seeing you soon at GuildCare Pharmacy

Example [multiple scripts] Hi Joe, your Atorvastatin, Spirtactin, Imdur, Accurectic is nearly due

we look forward to seeing you soon at GuildCare Pharmacy

Script On File Your patient enrols in MemoCare and prefers to keep scripts at your pharmacy

Example [single script] Hi Joe, your Atorvastatin is nearly due reply YES for us to prepare this medication for your collection at GuildCare Pharmacy

Example [multiple scripts] Hi Joe, your Atorvastatin, Spirtactin, Imdur, Accurectic is nearly due

reply YES for us to prepare this medication for your collection at GuildCare Pharmacy

Order Medication A medication you don’t keep on the shelves (eg expensive or low volume medication) and need to create a special order for your patient

Example [single script] Hi Joe, your Atorvastatin is nearly due. Reply YES and we will order your medication and send you a message when it is ready to be collected

Example [multiple scripts] Hi Joe, your Atorvastatin, Spirtactin, Imdur, Accurectic is nearly due.

Reply YES and we will order your medication and send you a message when it is ready to be collected

None Patient would like to receive a reminder only when they have 0 repeats left. The software allows to you to automatically send a "New Script Reminder" shown below.

NEW SCRIPT

New Script Reminder

Your patient prefers to be reminded to see their prescriber (eg GP) when they have 0 repeats remaining

Example Hi Joe. This is Guildcare Pharmacy. You have 0 scripts left for Atorvastatin. For ongoing treatment see your DR for a new script



Sending a Recurring Message (Customised Recurring Reminder)

To send a recurring reminder to your patient:

1. At the MemoCare tab for the Current Patient, click the Recurring tab.

2. Click Add New. The Recurring Message window displays.

3. Enter your recurring message selections including the message text.

See Recurring Message on page 8 for help on how to enter recurring message selections.

4. Click Preview Dates to check the dates you have scheduled for the message.

5. When satisfied with the message content and recurrence details, click OK.



Sending a One-off Message

To send a one-off message to your patient:

1. At the MemoCare tab for the Current Patient, click the Send Message button. The Send Message window displays.

2. Enter your message details, and then click Save.

See Send Message (One-off) on page 29 for help on how to enter message details.

3. Click Send. The following prompt displays:

4. Click OK.



Viewing Sent and Received Messages

You can see all messages sent to a particular patient (and any replies the patient has made linked to the original message) on the patient’s Communication History tab.

To view sent and received messages for your patient:

1. At the MemoCare tab for the Current Patient, click the Communication History tab to display a list of the current patient’s outgoing and incoming messages. The list includes the:

message

message channel (ie the communication method)

status of the message (see Description of Message Status Types on page 16 for more information)

date and time the message was sent

2. To filter the list of messages displayed, click any of the following buttons or select a date and click Refresh:

Today

Past Week

Past Month

Past 3 Months

You can also set a date yourself using the dropdown labelled “Show Messages From”



3. Where a message shows a (plus sign), it means the message has related replies. Click to expand the message and display details of the replies.

Viewing Scheduled Messages

To view messages scheduled to be sent to your patient in the future:

1. At the MemoCare tab for the Current Patient, click the Scheduled tab to display the current patient’s messages scheduled to be sent in the future. The list includes the:

message

date and time the message is scheduled to be sent

Estimated timings depend on the message process and the communications service provider. See How are Messages Processed? on page 15 for more information about timings.



2. To filter the list of messages displayed, click any of the following buttons:

Tomorrow

Next 7 Days

Next 30 Days

You can also set a date yourself using the dropdown labelled “Show scheduled messages up to and including”

3. Click Refresh to refresh the list at any time.

4. Once the message is sent, MemoCare removes it from the Scheduled tab and places it on the Communication History tab.



Hi Kim, your DN-miconazole is nearly due reply YES for us to prepare this medication for your collection at GuildCare Pharmacy. To opt out reply STOP

Advising Patients How to Respond to Messages

Advise your patients that when they receive a message from your pharmacy, it contains instructions for how to reply to the message (if a reply is required).

Also, all messages they receive contain instructions on how to opt out of (or unsubscribe from) MemoCare. Your patient can choose to opt in to (or subscribe to) MemoCare again at any time by providing their consent.

Messages sent by the Voice communication method are read by computer using text-to-speech technology. Unlike SMS or email messages, drug names are not included in Voice messages as the text-to-speech technology may not pronounce a name as intended, potentially making it unintelligible to your patient.

Here are some examples of common messages according to the communication method.

SMS Messages

In this example, your patient needs to reply with the word YES to let you know to go ahead and prepare the medication.

Email Messages

Voice Messages

Advise your patient to reply by following the instructions in the voice message, pressing the buttons on their phone handset. In this example, there are three reply options.

Hi Joe, Your script is nearly due. Would you like us to dispense it? Press 1 for yes, press 2 for no, 3 if you would like us to contact you.

Why should your patient not store a MemoCare SMS number?

Every time your patient gets a message from MemoCare, it comes from a different phone number. It’s important your patient replies to a message using the number it came in on and not using a number your patient may have stored from an earlier message. Otherwise, it will appear as if you have not received your patient’s reply.



Receiving and Replying to Messages

Prescription Ready Reply Process

Using the most common communication method (SMS) as an example, here are the steps you take after sending prescription reminders to your patients (described in Sending a Prescription Reminder Message on page 30) and, when you receive their response and dispense their medications, replying to them (described in this section of the User Guide).

Send a prescription reminder to your patient for one or more medications

INBOX

ACTIONED

Your patient sends a response [YES] to dispense the medication/s

A popup lets you know there is a patient response

Your patient’s response is placed in the Inbox

You can see details of the response and the medication/s

Dispense the medication/s via your Dispense system

From the Inbox, send a reply to your patient using the Reply button

The reply message moves to the Actioned tab

Sending a Prescription Reminder Message

Receiving and Replying to Messages



Replying to Messages from Patients

There are two ways to reply to a message from a patient in MemoCare:

Popup – when the system automatically prompts you to let you know a new MemoCare message has been received or you have an outstanding MemoCare reply

Checking the Inbox of messages and replying anytime

The procedures in this section of the Guide show you both methods.

Reply to a Message from a Popup

To reply to a message when a popup displays:

1. When:

a patient replies to a message, a prompt pops up to let you know

there are outstanding replies from patients that you have not yet viewed and/or actioned, a prompt pops up to remind you

2. Click the text in the popup. GuildCare displays the MemoCare Inbox where you can view patients’ responses to the original sent messages.



3. Click Reply in the row of the response you want to reply to and MemoCare displays the Reply page showing automated reply text.

4. Edit the automated text to give the reply you want.

Check the text to make sure it is correct, and then click OK to send.

Reply to a Message Anytime

If you miss a reply reminder when it pops up, or want to reply to a message at any time:

1. Click the MemoCare tab on the top menu bar.

2. Click the Inbox tab to view patients’ responses to the original sent messages.

3. Click Reply in the row of the response you want to reply to and MemoCare displays the Reply page showing automated reply text.



4. Edit the automated text to give the reply you want.

5. Check the text to make sure it is correct, and then click OK to send.



Moving Messages from Your Inbox to Your Actioned Tab

After you fill your patient’s script and then send a reply to your patient’s response to the original reminder message, that original reminder message is automatically moved from your Inbox to your Actioned tab. You can also use the following procedure to manually move a message from your Inbox to your Actioned tab should you have no need to reply.

To move a message from your Inbox to your Actioned tab:


2. Click the Inbox tab to view patients’ responses to the original sent messages.

3. Click Remove in the row of the message you want to move.

4. MemoCare removes the message from your Inbox. You can now view it from your Actioned tab.



Viewing All Scheduled and Sent Messages (All Patients)

All Scheduled Messages

To view all messages scheduled to be sent to your patients in the future:


2. Click the Scheduled tab to view all messages scheduled to be sent to your patients.

3. To filter the list of messages displayed, click any of the following buttons:

Tomorrow

Next 7 Days

Next 30 Days

All Sent Messages

To view all messages sent to your patients:


2. Click the Sent Items tab to view all messages sent to your patients.

3. To filter the list of messages displayed, select an option from the Displaying drop-down list.



Viewing All Failed Messages (All Patients)

The Failed Items tab displays messages that have failed to send for any reason.

To view all messages sent to your patients but failed to deliver:


2. Click the Failed Items tab to view all messages that failed to be sent.

3. To filter the list of messages displayed, select an option from the Displaying drop-down list.

4. To find out why a message failed, check the description in the Reason column and see the following table, Failure Reason Descriptions, for a description of the reason.

Failure Reason Descriptions

REASON DESCRIPTION

SMS message expired without positive response

The SMS could not be delivered. This can happen if the recipient has their phone switched off for an extended period.

Failed – Flood Control: Message Already Sent in Period

Flood control prevents an identical message from being sent to the same recipient (SMS, email, voice) more than once within a 24-hour window

SMS message rejected due to unknown or invalid destination number

The SMS message could not be sent because the phone number was invalid

The remote server returned an error: (xxx, eg. 504, 404, etc) / The underlying connection was closed: An unexpected error occurred on a receive

Network error

Email message Undeliverable The Communications service provider could not deliver the email message. This can occur if the email address is invalid.

The request was aborted: The operation has timed out / Message time out

The Communications service provider’s server did not respond within the time limit and the request was aborted.

Message expired The message was too old to be sent. This happens when a reminder is scheduled but for some reason (usually because GuildCare is not running) the message was not sent on time. If by the time GuildCare is re-started the message is too old, ie it has been a certain number of days since it was due to go out, the message will not be sent and it will fail with this status.



Customising Message Templates

The MemoCare Templates tab allows you to edit an existing (default) message template, or create a new message template, reducing the need for re-typing popular communications you send to your patients. You can also create a template for a specific occasion such as Seasons Greetings.

All MemoCare reminders allow patients to opt out of the service at any time. This text is automatically appended to all messages, and is not displayed in Template Previews.

Templates Fields

The tables in this section describe the fields on the message Templates tab.

Templates


TEMPLATE NAME

Template Name (column) N/A Click the name of the template you want to view and/or change

(See Default Template Descriptions on page 477 for more information).

When you add a new template, it is automatically added to the list of template names

Order Medication

Template Name (field) N/A This field displays the name of the selected template

If you add a new template, this field displays TemplateName which you should replace with a more meaningful name

Medicine Pack

TEMPLATE TEXT

Template Text (tabs):

Single / Multi / Voice

N/A Click the tab for the text you want to add or change:

Single

Single – when the message relates to a single script (eg your script for Lipitor is ready)

Multi – when the message relates to multiple scripts (eg your Lipitor, Merformin and Spiriva are ready)

Voice – when the message will be sent via the Voice communication method

Response (Voice tab only)

Select an option from the drop-down list to append the response to the message text

Note: The Response field appears on the Voice tab only

Press 1 for yes, press 2 for no, 3 if you would like us to contact you.




Template Text (field) Text Type the message text, or make changes to any existing text. You can also include template codes in the text, which MemoCare uses to generate variable content such as the patient’s name, etc

Hi <PTFN>, this is <PHN> just letting you know your weekly medicine pack is now ready to be collected. We look forwad to seeing you soon.

Template Preview Text No action required

As you type in the Template Text field, the Template Preview field displays what the message will look like to your patients

Hi Joe, this is GuildCare Pharmacy just letting you know your weekly medicine pack is now ready to be collected. We look forwad to seeing you soon.

TEMPLATE CODES

Code N/A Double-click the row containing the code you want to include in the message text. You can include as many codes as you wish.

The Description column explains each of the codes eg incuding the <PTFN> code generates the patient’s first name in the message text

Note: MemoCare automatically inserts the Opt Out code at the end of all messages

<PT> <PTLN>

xxx Characters N/A No action required. MemoCare displays the number of characters in the Template Text. The Character count changes as you type in the Template Text field. This is useful in keeping the character count low to prevent messages from splitting. See Maximum Number of Characters per SMS on page 16 for more information.

96 Characters

Template codes for drug names are automatically hidden on voice templates as the text-to-speech technology may not pronounce a name as intended, potentially making it unintelligible to your patient.

Default Template Descriptons

TEMPLATE DESCRIPTION

No Script On File Your patient wishes to receive monthly reminders for their medications but prefers not to keep scripts at your pharmacy

Order Medication A medication you don’t keep on the shelves and need to create a special order for your patient

Script Dispensed A confirmation to your patient that their script has been dispensed and is ready to collect

Script On File Your patient wishes to receive monthly reminders for their medications and keeps scripts on file at your pharmacy so you can prepare them before the patient arrives at your pharmacy

Script Renewal A reminder to your patient to see the prescriber (GP) for additional scripts

Welcome Message A message sent to your patient after enrolment. The message simply thanks your patient for signing up to MemoCare.



Changing a Default Template

To change a default message template:


2. Click the Templates tab.

3. At the Template Name column, click the name of the template you want to change.

4. At Template Text, click the tab for the text you want to change: Single, Multi, or Voice.

5. Click the Template Text box on the selected tab.

6. Make your changes. As you make changes, the Template Preview field displays what patients will see when they receive any messages based on this template.

See Templates Fields on page 46 for help on how to change the message text.

7. Click Save. Your changes will take effect the next time the template is used.



Adding a New Template

To add a new message template:


2. Click the Templates tab.

3. Click the Add New button.

4. At the Template Name field, type the name you want to give the template.

5. At Template Text, click the tab for the text you want to add: Single, Multi, or Voice.

6. Click the Template Text box on the selected tab.

7. Type the message text and include the relevant template codes. As you create the message text, the Template Preview field displays what patients will see when they receive any messages based on this template.

See Templates Fields on page 46 for help on how to create the message text.

8. Click Save. Your new template is added to the Template Name column and is available for selection when you use the Send Message (one-off message) option or Recurring message option from the Current Patient > MemoCare tab.



Changing a Patient’s Preferences

You can edit your patient’s preferences including changing the preferred communication method or contact time, a useful option if, for example, a patient wants to receive reminders at specific times of the day.

MemoCare Settings Fields (Current Patient)

The tables in this section describe the fields on the settings page available from the Current Patient > MemoCare tab.


COMMUNICATION METHOD

Communication Method:

SMS / Email / Voice

Click the radio button next to the patient’s preferred communication method – SMS, Email, or Voice

Phone number/Email address Text If your patient chooses:

SMS, enter the patient’s mobile phone number 0444123123

Email, the system displays the patient’s email address. If the address is incorrect, change it.

[email protected]

Voice, the system displays the patient’s landline or mobile phone number. If the number is incorrect, change it.

029791234

Note: If you enter a phone number that is already in use, MemoCare displays a warning message. It may be because the number is incorrectly entered or is correct and shared by patients. Make sure the number is correct and then click Yes to use it.

REPEAT REMINDER SEND HOURS

Use system-wide defaults

When the Use system-wide defaults button is selected, it means your patient will receive SMS messages during the time range you set for all MemoCare patients when you chose your MemoCare Settings (page 12).

Set override for this patient

If your patient prefers to receive their SMS messages during a different time range, click the Set override for this patient button. When the time range displays, drag each slide control to set new times for your patient.

The time range is changed only for the current patient, while the default time range for all other MemoCare patients remains unaffected.

10:00AM – 05:00PM



Changing Your Patient’s Preferences

To change your patient’s preferences:

1. Click the Patients tab on the top menu bar, and then select your patient.

2. On the Current Patient tab, click the MemoCare tab.

3. Click the Settings button. The patient’s MemoCare Settings page displays.

4. Change the settings to meet your patient’s preferences.

See MemoCare Settings Fields (Current Patient) on page 50 for help on how to changes the settings for your patient.

5. Click OK. The changes take effect for this patient from now on.

Only one communication method is allowed per patient.



Helping a Patient to Opt Out/In

How Opt Out/Unsubscribe and De-activate Work

A patient can opt out of MemoCare anytime by replying to an SMS with the word STOP or clicking the Unsubscribe link in an email message. The communications service provider blocks the patient from receiving any further communications from MemoCare. When a patient opts out in this way, a notification message appears in your MemoCare Inbox.

However, where a patient makes a request to opt out over the phone or in person, you can carry out the request.

You can run a MemoCare Status Report (see page 55) anytime to see which patients have opted out of the service.

Alternatively, the De-activate function lets you temporarily stop messages being sent to a patient (and re-activate when required), eg if a patient is in hospital or on holiday.

Opting Out a Patient

To opt out a patient:

1. At the MemoCare tab for the Current Patient, click the Opt-out button. The following warning displays.

2. Click Yes. The patient’s status changes to OPTED OUT.



Opting a Patient Back In

Where a patient who has opted out provides consent to opt back into MemoCare:

1. At the MemoCare tab for the Current Patient, click the Opt-in button. The MemoCare Opt In window displays.

2. Enter your initials, and then click OK to record the patient has provided consent to opt in.

3. The patient’s status changes to ENROLLED (Active).



De-activating a Patient

To de-activate a patient:

1. At the MemoCare tab for the Current Patient, click the De-activate button. The patient’s status changes to ENROLLED (Not active).

Re-activating a Patient

To re-activate a patient:

1. At the MemoCare tab for the Current Patient, click the De-activate button. The patient’s status changes to ENROLLED (Active).



Running Reports

There are several types of reports available, including:

MemoCare History Report – to report on all patient communications within a date range and by preferred communication method

MemoCare Status Report – to report on the status of patients (active, declined, opted out) within a date range

MemoCare Due Message Report – to report on all scheduled patient messages up to a selected date

Reports Fields

The tables in this section describe the fields on pages available from the Reports tab.

MemoCare History Report


From

Select the start date from the drop-down calendar to report on all patient communications with a date from this date

01/01/2014

To

Select an end date from the drop-down calendar to report on all patient communications with a date on or before this date

30/06/2014

Channel

Select a communication channel from the drop-down list to report patient communications that use this method

SMS

MemoCare Status Report


From

Select the start date from the drop-down calendar to report on the status of all patients from that date

01/01/2014

To

Select an end date from the drop-down calendar to report on the status of all patients before that date

30/06/2014

MemoCare Due Message Report


Date To

Select an end date from the drop-down calendar to report on all messages scheduled up to that date

30/06/2014



Running a Report

To run a report about patient communications:


2. Click the Reports tab.

3. Click the name of the report you want to run.

4. Make your reporting selections.

See Reports Fields on page 55 for help on how to make reporting selections.

5. Click Preview. The selected report displays. The following example shows the MemoCare Status Report.

Working with a MemoCare Report

Use the following instructions to navigate the reports you generate, print them out, or export them to a particular file format that you can save on your computer.

To… Action

Page through the report On the Report toolbar, use the page navigation buttons. To jump to a specific page, type the page number in the current page box, and then press Enter.



To… Action

Zoom in / out On the Report toolbar, select an option from the Zoom drop-down list.

Print out the report On the Report toolbar, click .

Export the report On the Report toolbar, click and then choose a file format from the drop-down list:

Acrobat (PDF) file

CSV (comma delimited)

Excel 97-2003

Rich Text Format

TIFF file

Web Archive



Blank Consent Forms

Blank Consent Forms can be printed out at any time should you wish to obtain written Patient Consent. To print a Blank MemoCare Consent Form:

1. Click the MemoCare tab on the top menu bar

2. Click the Blank Consent Forms tab

3. To print click the “Click Here To Print” button

Each page contains three forms



Managing Owing Scripts

MemoCare identifies owing scripts dispensed via your Dispense software.

You can:

send a reminder about an owing script to a patient enrolled in MemoCare

run reports about owing scripts and send them to prescribers (eg GPs)

Before you can start using Owing Scripts for the first time, it must be configured in GuildCare. See Check the Owing Scripts Settings on page 14 for help on how to check if your workstation is set up for Owing Scripts.

Owing Scripts (Prescriber) Report Fields

The tables in this section describe the fields on the settings page available from the Owing Scripts (Prescriber) report page.


PRESCRIBER DETAILS

Prescriber Id N/A No action required. 483584

Name Text Type changes to the name, if required Brian Bowing

Address1 Text Type changes to the first line of the address, if required Unit 1

Address2 Text Type changes to the second line of the address, if required 49 Anne Lane

Suburb Text Type changes to the suburb name, if required Georgetown

State

Select a state from the drop-down list, if required WA

Postcode Text Type changes to the postcode, if required 7253

COMMUNICATION SETTINGS

Send by Fax Click this button to send the report by fax

Fax number Text If you selected Send by Fax as the communication method, enter the fax number in this field

87777777

Send by Email Click this button to send the report by email. Sending by email sends the report as a PDF attachment.

Email address Text If you selected Send by Email as the communication method, enter the email address in this field

[email protected]

REPORT LAYOUT

Table / Click this button to select the table layout for the report

Script Click this button to select the script layout for the report

SCRIPTS

(List of owing scripts for the current prescriber)

Click the check box (select/deselect) on a row to indicate which scripts to include in/exclude from the report



Viewing Owing Scripts

To view the list of Owing Scripts:

1. Click the Owing Scripts tab on the top menu bar to display a list of patients who owe scripts.

2. Click the Refresh button to load all the current owing scripts from the Dispense system.

Not all owing scripts may be found the first time you use the Refresh button. During the first overnight process after the Owing Scripts setup, all patients and scripts are identified.

3. Click any of the column headings to change the sort order or filter for Owing Scripts.



Sending Owing Script Reminders to Patients

To send a reminder about an owing script to a patient enrolled in MemoCare:

1. Click the Owing Scripts tab on the top menu bar and then sort or filter the list to your requirements.

2. Click Reminder in the row of the patient you want to send a reminder message to and the Owing Script Reminder page displays, showing automated reminder text.

3. Edit the automated text to provide the reminder message you want.

4. Check the text to make sure it is correct, and then click Send.



Sending Owing Script Reports to Prescribers

To send an owing script report to a prescriber:

1. Click the Owing Scripts tab on the top menu bar and then sort or filter the list to your requirements.

2. Click the Send button. The Owing Scripts prescriber report page displays with prescriber details automatically populated (based on information in your Dispense system) and a report preview.

3. Use the Go To Next Prescriber and Go To Previous Prescriber buttons to locate the prescriber.

4. To:

accept the prescriber details without changes, go to step 7

edit the prescriber details, go to step 5

5. Make the changes you require.

See Owing Scripts (Prescriber) Report on page 58 for help on how to make changes.

6. Click the Overwrite Prescriber Details From Dispense button.



7. Click Send Report to Prescriber.

If you prefer to print the report and fax it using your own fax machine, please do not click the Send Report to Prescriber button as this will result in the prescriber receiving the same report twice.

8. A prompt like the following example displays:

9. Click Yes to proceed. Once the report is successfully queued for delivery, a confirmation message like the following example displays:

10. Queued reports are delivered every 10 minutes. Sent reports appear on the Sent Messages tab within Owing Scripts.

Working with an Owing Script Report

Use the following instructions to navigate the owing script reports you generate, print them out, or export them to a particular file format that you can save on your computer.

To… Action

Page through the report On the Report toolbar, use the page navigation buttons. To jump to a specific page, type the page number in the current page box, and then press Enter.

Zoom in / out On the Report toolbar, select an option from the Zoom drop-down list.

Print out the report On the Report toolbar, click .

Export the report On the Report toolbar, click and then choose a file format from the drop-down list:

Acrobat (PDF) file

CSV (comma delimited)

Excel 97-2003

Rich Text Format

TIFF file

Web Archive



Sample Pages

The first report page displayed is always the cover page.

The remainder of the report is grouped by:

patient if using the Table Layout

script if using the Script Layout

Sample Cover Page



Sample Table Layout

Sample Script Layout



Viewing Sent Owing Script Messages

To view sent owing script messages:

1. Click the Owing Scripts tab on the top menu bar.

2. Click the Sent Messages tab.

3. Click Open in the Attachment column on the row of the message you want to view. The sent report displays as a PDF file.

You must have PDF viewing software to display the file.

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