OSCAR Status and Preference Codes

OSCAR Status and Preference Codes

Notification Statuses

On Oscar Service deployments, ACM Alerts uses codes to indicate the outcome of a
notification. These codes can be found in multiple areas, such as within the Appointment Scheduler (if the SHOW_APPT_REASON=yes is configured), as well in the Reason field which can be shown when you hover the patient’s name.

The example below indicates the notification was confirmed {CF} with the Appointment Scheduler on the left, and the reason field hovered over the patient’s  name.

Note: Notification status codes should be left untouched as the system leverages these codes to process notifications. The system will ignore any changes to the remaining reason field.

Code Meaning
[RS] Notification Sent The notification has been sent out and is awaiting a response
[CC] Notification Confirmed The notification has been confirmed 
[NA] No-answer (voice only) May mean a short call, or one that will be retried for other reasons. If the system left a “We’ll try later” message, the appointment will also be in [NA]. This status may also be used on the final retry if the call is not answered, is busy, or cannot be “completed as dialed”. 
[PU] Picked-up no answer (voice only) A person responded by pressing 1 to continue but did not confirm or cancel. 
[LM] Left Message (voice only) The system left a message (or attempted to – answering machines can be tricky to use)
[CA] Canceled The system received a cancellation response.

Notification preferences are used to indicate what contact method a patient prefers. These codes may be placed in the Patient Demographic > Note field or the Appointment Notes field.
Note that appointment overrides have priority over demographic overrides.

Codes must be typed in CAPITAL letters exactly as shown below and may appear anywhere in the fields (i.e. beginning, middle of the other text, at the end).

Code Meaning
PR:N No notification
PR:V Voice to number found via the configured search order
PR:VH Voice to home number 
PR:VC Voice to cell number
PR:T Text message to number via the configures search order
PR:TH Text message to home
PR:TC Text message to cell
PR:TB Text message to business number 
PR:E Email notification
 
Example of adding the preference code on the Patient’s Demographic:
 

A daily report can be sent via email upon request. The report can be used to verify patient responses to each notification.

Notification Status Attempt Code Meaning
Notification Sent RS The notification has been sent out and is awaiting a response.
Notification Confirmed CF A ‘Confirmed’ response was received.
No-answer NA, NAS, NAB, NAM Generally means that the call was not answered:

  • ✔The call was not answered (NA)
  • ✔The call was answered but the duration was too short (NAS)
  • ✔The call was not answered due to busy signal (NAB)
  • ✔The call encountered an answering machine and will be retried (NAM)

In the NAM case, the system left a short “We’ll try later” message.
Picked up no answer PU A person responded by pressing 1 to continue but didn’t confirm or cancel.
Left message LM The system left a message (or at least tried to — answering machines can be tricky).
Canceled CA The system received a cancel response.
Please Call PC The system received a please-call response. The meaning depends on the template — for example, the patient may want the clinic to call them to reschedule.

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