PS Suite Status and Preference Codes

PS Suite Status and Preference Codes

Notification Statuses

ACM Alerts uses status codes to indicate the outcome of a notification. These codes appear in the “Appointment Details” field.

Here’s how it works:

  • ✔When you create a new appointment, the patient’s name automatically appears in the Details field in the schedule.
  • ✔Two-letter codes are added to this field to indicate the notification status (e.g., “CF” for confirmed, “CA” for cancelled). Important: Do not alter these codes, as they are essential for the system to function correctly.

Visual Indicators:
  • ✔Confirmed Appointments: A “Practice Solutions confirmed” icon appears next to appointments confirmed through ACM Alerts (CF).
  • ✔Cancelled Appointments: Cancelled appointments display the “CA” status code but remain on your calendar so you can reschedule, call back the patient, or take other appropriate action.
ACM Alerts Visual Indicator Example
Code Meaning
<RS> Notification-Sent The notification has been sent out and is awaiting a response
<CF> 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 leaves a “We’ll try later” message, the appointment will also show <NA>. 
<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 cancel response. The appointment will remain in your calendar to allow you to action this patient/appointment time. 

You can easily set how each patient prefers to be contacted about their appointments. To do this, add a simple code to their record in Practice Solutions. Go to Patient Demographic Page > Comments and add the preferred preference code.

Important:
  • ✔Type the code in CAPITAL letters exactly as shown in the list of available codes.
  • ✔You can place the code anywhere in the “Comments” field.

Preference Codes:
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 configured 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

Patient Preference Code Example:
Patient Preference Code Example

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 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 to work with)
Canceled CA The system received a cancel response
Please Call PC The system received a please-call response. This usually means the patient wants the clinic to call and reschedule the appointment

What’s Next?