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Communications Guide

Stay connected with your patients through SMS messaging, chat, and phone calls. This guide covers how to manage patient communications effectively.

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Getting Started

Access communications by clicking Communications from the main menu. You’ll see three main sections: Chat, Calls, and Email.

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SMS & Chat Messaging

Text message your patients directly from Decoda. Messages are logged in patient records for continuity of care.

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Sending a Message

To a specific patient:

1. Go to Communications > Chat
2. Select patient from list (or search)
3. Type message in chat box
4. Click Send

Patient receives SMS immediately and can reply. To multiple patients:

1. Click Bulk Message
2. Select patients (manually or by filter)
3. Type message
4. Schedule or send immediately
5. Click Send

Useful for appointment reminders, closures, or announcements.

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Message Types

One-to-One Chat

• Direct conversation with one patient
• Full message history
• Can share attachments
• Patient can reply anytime

Broadcast Message

• Send to many patients at once
• No replies (one-way)
• Good for announcements
• Track delivery status

Automated Reminders

• Appointment reminders (24 hours before)
• Follow-up messages after visits
• Medication reminders
• Membership renewals

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Chat History

Every message is saved:

1. Open patient profile
2. Go to Communications tab
3. View complete message history with patient
4. Search specific conversations
5. Export messages if needed

Patient can see message history in their patient portal.

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Phone Calls

Record and manage all patient phone interactions.

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Making a Call

If integrated with Vonage/Signalwire:

1. Go to Communications > Calls
2. Search patient
3. Click Call button
4. Phone calls patient using your clinic number
5. Call records automatically

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Call Recording

Calls are automatically recorded (if enabled) for:

• Training and quality assurance
• Record keeping
• Transcription services

Access recordings:

1. Go to Calls history
2. Find the call
3. Click Play to listen
4. Click Transcript to read
5. Download if needed

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Call Transcription

AI automatically transcribes calls:

• Full word-for-word transcript
• Timestamps for each section
• Speaker identification
• Searchable content

Use transcripts to:

• Create medical notes without manual typing
• Verify what was discussed
• Include in patient record
• Share with team

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Advanced Communication Features

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AI-Powered Features

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Smart Responses

Get AI suggestions for patient messages:

1. Open chat with patient
2. AI shows 2-3 suggested responses
3. Click a suggestion to send
4. Or edit before sending

Suggestions learn from your message patterns over time.

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Auto-Reply Messages

Set automatic responses when unavailable:

1. Go Settings > Notifications > Auto-Reply
2. Enable auto-replies
3. Set response message
4. Set hours when active (e.g., after 5pm)

Example: “Thanks for reaching out! We’re closed but will respond first thing tomorrow.”

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Sentiment Analysis

System flags messages needing attention:

• Angry or frustrated messages highlighted
• Urgent/medical keywords flagged
• Messages requiring immediate response marked

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Managing Communications

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Setting Preferences

SMS Settings for Patients:

1. Go Settings > Patient Preferences
2. Control which messages they receive
3. Allow opt-out for non-urgent messages
4. Set quiet hours (no messages after 8pm)

Staff Preferences:

1. Go Settings > User Preferences
2. Choose which notifications to receive
3. Set do-not-disturb hours

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Message Templates

Save common messages as templates:

1. Go Settings > Message Templates
2. Click Create Template
3. Name it (e.g., “Appointment Reminder”)
4. Write template text with variables:
5. Save

Use template when sending:

1. Click Templates
2. Select template
3. Variables auto-populate
4. Review and send

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Notification Rules

Set which events trigger automatic messages:

1. Go Settings > Notifications
2. Select event (e.g., “Appointment Scheduled”)
3. Enable/disable notification
4. Choose recipients (patient, staff, both)
5. Select message template

Common triggers:

• Appointment scheduled
• Appointment reminder (24 hours before)
• Check-in confirmation
• Payment received
• Invoice sent
• Membership expiring soon

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Best Practices

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Respect Patient Preferences

• Honor opt-out requests immediately
• Don’t message outside preferred hours
• Ask before sending non-appointment messages
• Honor “do not text” preferences

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Keep Messages Professional

• Maintain HIPAA compliance
• No personal information in messages (use portal instead)
• Keep tone professional yet warm
• Use patient preferred name

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Respond Promptly

• Aim to respond within 2 hours during business hours
• Set clear expectations about response times
• Use auto-reply when unavailable
• Don’t leave patients hanging

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Document Everything

• All conversations are in patient record
• Use messages to document advice given
• Note decisions discussed via text
• Include in medical notes if clinically relevant

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Verify Patient Phone Numbers

• Confirm correct number before sending bulk messages
• If messages bounce back, verify number
• Let patient update number in portal
• Test with new numbers

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Common Tasks

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Replying to Multiple Messages

When many patients message at once:

1. Click Inbox to see all unread messages
2. Filter by urgent (flagged only)
3. Reply to each systematically
4. Use templates to speed up responses

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Sending Appointment Reminders Manually

1. Go to Check-In > Appointments
2. Select date to see all appointments
3. Click Send Reminders
4. Choose which patients (new, all, specific)
5. Customize message if desired
6. Send

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Scheduling Messages

Schedule a message to send at specific time:

1. Compose message to patient
2. Click Schedule instead of Send
3. Choose date and time
4. Confirm
5. Message sends automatically

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Blocking a Patient Number

If patient asks not to be contacted:

1. Open patient profile
2. Go to Settings
3. Check Block Text Messages
4. Patient added to opt-out list
5. No automated or manual messages sent

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Compliance & Privacy

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HIPAA Compliance

Keep communications secure:

• Don’t send PHI over SMS (use secure portal)
• No insurance details via text
• Keep all messages professional
• Messages are logged and encrypted

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Consent Management

• Maintain records of patient consent to text
• New patients consent during intake
• Respect withdrawal of consent
• Document all consent changes

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Data Retention

• All messages kept for minimum 3 years
• Accessible for audits and inquiries
• Can be exported for compliance
• Deletion only per legal requirement

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Message Audit

System maintains audit trail:

• Who sent message
• When sent
• To whom
• Content
• Delivery status

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Settings Reference

Chat Settings:

• Default response time
• Message character limits
• Attachment types allowed
• Archive old messages

Call Settings:

• Recording enabled/disabled
• Transcription enabled/disabled
• Call forwarding numbers
• Voicemail greeting

Notification Settings:

• What triggers messages
• Who receives notifications
• Scheduling rules
• Message templates

Privacy Settings:

• Patient SMS consent
• Message retention period
• Opt-out management
• HIPAA compliance

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Troubleshooting

“Message not delivered”

• Verify patient phone number is correct
• Check if patient opted out
• Verify phone number format
• Try resending

“Patient says they didn’t get reminder”

• Check message history
• Verify number in system
• Send test message
• Update number if changed

“Call not recording”

• Verify recording is enabled in settings
• Check Vonage/Signalwire account active
• Ensure HIPAA consent obtained
• Contact support if persistent

“Can’t find old conversation”

• Use search to find messages
• Check if patient record still exists
• Messages may have been archived
• Contact support for retrieval

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Related Features

• Patient Profile - View all communications in patient record
• Appointments - Auto-send appointment reminders
• Billing - Send invoice and payment reminders
• Notifications - Configure all communication triggers
• Patient Portal - Secure messaging when patient logs in

For advanced call center features or custom workflows, contact your account manager.