Q: Can we report on how many messages are being sent across all customers?
A: Reporting is available on a per-customer basis, but there may be a way to aggregate preferred communication methods across all customers. Further confirmation is needed.
Q: Can ACP be configured to send voice messages at a slower speed for hearing-impaired patients?
A: Yes, the playback speed of voice messages can be adjusted per facility. If the default 75% speed is still too fast, additional adjustments can be made.
Q: Can a physician record their own name for Cliniconex voice calls in ACP?
A: Depending on the module, a provider or staff member can record part, or all of their voice template, or Text-to-Speech (TTS) can be used to ensure correct pronunciation. Should messages or instructions require modification, the staff member would need to re-record. Please contact support to set this up.
Q: Can we customize communication priority, e.g., text first, then call, then email?
A: Yes, if a flow is set up, we will keep trying until we reach the patient by one medium. For example, communication priority can be set in the following order: email first, if no email then text to cell, if no cell then phone. We will stop the flow once we reach the patient.
Q: Can default communication methods be changed for ACP customers?
A: Yes, the default order (e.g., email → text → voice) can be modified by the support team within your account settings.
Q: Can ACP handle multi-language reminders, e.g., Arabic?
A: Yes, language settings can be adjusted in the EMR, and separate templates can be created for different languages. Another option is to add multilingual text to messages, or offer an option in voice messages (e.g., “Press 3 for Arabic”). (Note: some voice languages may not be available, contact support to explore options).
Q: Can ACP handle multiple language preferences for messages?
A: Yes, if a patient’s language preference is stored in an EMR/EHR, ACP can send messages accordingly. The system pulls from fields like “language preference” or “language” in the patient record.
Q: Can customers preview and share phone message samples?
A: If a customer wants to preview phone messages, they can use the test button to send sample messages to their phone.
Q: How does ACP charge customers for messages that fail to send?
A: Cliniconex only charges customers for successful attempts to deliver a message. Unsuccessful attempts to deliver the messages as follows are not billed:
If an email, or phone number for either voice call or SMS text is invalid,
If a voice call is not configured for leaving messages,
If an SMS text is sent to a landline that does not accept voice-to-text.
Note: For SMS text, if the delivery fails we will try voice instead
Q: Can ACP send different automated messages based on patient feedback?
A: Yes, a two-step message process is supported. Patients can receive a message with two response options (e.g., satisfied/not satisfied), and configure a workflow to trigger a follow-up message based on their response.
Q: Can ACP send messages and reminders based on patient preferences?
A: Yes, ACP can track patient opt-in/out preferences stored in the EMR/EHR.
Q: Can ACP send messages and reminders based on patient preferences and where are they stored in the EMR/EHR?
A: Cliniconex can configure your account to send messages using an account default flow. E.g. Text to cell first, if no text, then try email, if no email, then phone. Using a default flow ensures we will reach the patient in one medium or another. Additionally, patients can choose their preferred medium (voice, email, text), which is typically stored in the patient notes field or in a field like “Preferred method of Contact”. Patients can also opt out of any messaging by adding a code in the patient notes field.
Q: Can ACP use different voices for voice call messages?
A: Yes, ACP supports changing the voice used for customers, including the option to use various female and male voices. To request a voice change, please reach out to support.
Q: Can ACP format text in bold for SMS or email reminders?
A: Bold text is only supported in email templates. SMS messages do not support formatting like bold or italics.
Q: Can an organization include an image (e.g., a map) in email messages or reminders?
A: Yes, customers can embed images in emails, but image sizing depends on where it is placed in the email. A website link or Google Maps link can also be inserted.
Q: Can ACP send email messages from a customer’s domain instead of ACM’s default domain?
A: Yes, but it requires domain authentication. The customer must add DNS records to enable this. However, ACP recommends using its own domain due to high email reputation and deliverability.
Q: Can different locations under the same organization customize the colors and icons used in the EMR/EHR for patient engagement updates?
A: Yes, if colors and icons are a feature in your EMR/EHR, they can be configured so that different sites or offices can maintain their unique workflows.
Q: Does ACP store client data in Canada or the United States?
A: Canadian client data is stored on servers in Canada, while US client data is stored on servers in the US.
Q: How long are messages stored in ACP?
A: Yes, ACP can send follow-up surveys after an appointment and include links for patients to leave Google Reviews or submit feedback through external survey tools. ACS Surveys will be available from Cliniconex in 2025, sign up for our pilot.
Q: Can organizations send follow-up messages with surveys after an appointment?
A: Yes, ACP can send follow-up surveys after an appointment and include links for patients to leave Google Reviews or submit feedback through external survey tools. ACS Surveys will be available from Cliniconex in 2025, sign up for our pilot.
Q: Can FlexData be used for appointment reminders (and ACM Alerts)?
A: Yes, FlexData can be used to send reminders if appointments are exported into a CSV file, making it a solution for customers who schedule in Outlook or non-integrated EMRs/EHRs.
Q: How does FlexData handle HR system integrations?
A: Most HR systems support automating an export report. We typically configure an SFTP to transfer the data to Cliniconex. Cliniconex provides connection details and storage locations to assist with integration.
Q: Can FlexData automate reminders based on cycle scheduling?
A: Yes, FlexData can use custom variables to trigger reminders based on cycle notes.
Q: Can FlexData be used for clinics/facilities/departments that don’t have an EMR/EHR?
A: Yes, FlexData can be configured to handle clinics/facilities/departments without EMRs/EHRs by allowing them to be managed under the same organization.
Q: Can FlexData handle login credentials separately from Partner credentials?
A: Yes, FlexData users can log in with standalone credentials rather than through Partner integration.
Q: Can FlexData support messaging without sharing patient lists via a spreadsheet?
A: Yes. Instead of spreadsheets, clinics can use password-protected Excel files or SFTP (secure file transfer protocol) to share patient lists.