Manage Patient Correspondence (Patient Inbox)

When we talk about patient correspondence in CareStack, we are referring to the different methods through which a dental practice communicates with its patients. This encompasses the use of emails, calls, and texts to connect with patients, as well as forms and documents to attain information from the patients.

To learn how to track and manage all patient-to-practice communication with the Communication Hub, click here.

Let's get started!

Topics Covered

• View All Patient Communications
• Add New Correspondence

View All Patient Communications

Watch this video for a comprehensive walkthrough.

• Select the patient using the Global Search Bar.
• Click Inbox from the left-hand navigation panel.

You will find the list of information regarding the communication between the patient and the practice.

You can Filter the list by the following categories.

• Email: Select this filter to view all Emails in the Inbox.
  • Click on an email to view its contents.
  • You can view the To and From details, Date, Time, Subject, and Body.
  • You can Reply or Forward the email as needed.

• Text: Select this filter to view all communication between the patient and practice in the form of text messages.
  • Click on a text message on the left to view the message history.
  • You can send a new message by typing the content in the message field at the bottom.
  • If you have a saved template, Select the Template from the drop-down menu.
  • Click the Image icon to insert an image.
  • Click the Emoji icon to add an emoji. 
• Click the Send icon once you have entered the message.

Note:

• The MMS feature is available upon request. Users can email [e-mail] to have it enabled.
• Users can upload up to 10 images in JPEG, JPG, PNG, or GIF formats, with a maximum file size of 5 MB.

• Call: Select this filter to view all Incoming, Outgoing, and Missed Calls made to and from the patient.
  • Click on a call to view call details such as the User who Attended, Call Summary, Date, and Time.

• Forms: Click on the Forms filter to view the forms assigned to this specific patient. 
  • You can track different statuses regarding the completion of the forms.
  • The statuses include Completed, Patient Completed, and Pending.
  • Here, you can also view the Document Type, Assigned Date, and Assigned by.
  • To see the contents of a form, select the intended form from the left and click View Form.
    • If the form is pending, you can go ahead and add the Patient, Provider, or Witness Signature, whichever is needed.

Note: Forms deleted from the Documents page will also be displayed here, but you cannot take any further actions on them.

Note: A completed form will open in PDF format, making it easier to view, download, or print.

• Docs (Document): Select this filter to view all the documents assigned to this specific patient.
  • You can also see different statuses on different stages of completion of the forms.
  • Here, the statuses can either be Uploaded or Shared.
  • To open a document, select the document from the left and click View Document.

• Tx Plan: Select this filter to view the treatment plans of the selected patients with different statuses. The different types of statuses highlighted are:
  • If the treatment is completed by a patient through the system, the status is Completed via PMS.
  • If the Tx plan is sent to the patient, the status will be Sent to Patient.
  • If the Tx plan is presented to the patient, the status will be Presented.
  • If the Tx plan is signed by the patient, the status will be Signed by the Patient.
  • If the Tx plan is rejected by the patient, it will appear as Rejected.

Other actions on a Tx plan or a document include:

• Select the treatment plan and click View Tx. Plan to view the treatment plan.
• You can also download the treatment plan information using the Download button.
• Print the treatment plan based on your requirements using the Print button.

Add New Correspondence

Watch this video for a step-by-step explanation.

You can add new correspondence, such as new emails, texts, and calls, by performing the steps below.

• Click + New Correspondence on the top right.
• Select the Correspondence Type: New Email, New Text, or New Call.

For New Email

• The To and From email addresses will be auto-populated.
• Enter the Subject and Email Content.
  • If you have a preferred saved template, select the desired Template from the left.

• Select Use Blank Template to create a template from scratch.
• Select Upload HTML Template to import an HTML file.
• To sort by Alphabetical Order, click the A icon. 
• Click Delete to remove the template. 
• Click Manage Templates to navigate to Practice Settings > Templates. Click here to know more.
• To add any attachments, drag and drop files or click Browse Files to upload files from your system.
• Click Send Email.
• To add any attachments, drag and drop the intended files or click Browse Files to upload files to the system.
• Once the email correspondence is set, click Send Email.

Note: Users can also email patients even if a mailbox has not been configured for a location in the Communication Hub. An alternate email will be used instead.

For New Text

• You will see the Patient's Name and Phone Number.
• Enter the Content for the text message.

• If you have a saved template, you can choose the desired one from the left.
• To sort by Alphabetical Order, click the A icon. 
  • Click the Image icon to insert an image.
  • Click the Emoji icon to add an emoji.
  • Note: Users can email [e-mail] to have it enabled. The CareStack team will provide the MMS addendum for your review and signature. After the signed addendum is received, MMS will be enabled for your practice.
• Click Send.

Note: Users can upload up to 10 images in JPEG, JPG, PNG, or GIF formats, with a maximum file size of 5 MB.

For New Call

• Enter the following information.
  • Direction: Select if the call was Incoming or Outgoing.
  • Outcome: Select if the call was Connected or Missed.
  • Date: Select the date when the call was made.
  • Time: Select the time when the call was made.
  • Attended By: Select the user who attended the call.
  • Location: Select the location where the call was made.
• Enter the Call Description (Call Summary).
• Click Log Call.

Practices can use this guide for a clear and easy understanding of Patient Correspondence.