Work a follow-up

Open a patient's case, copy the ready-made message, send it, and check it off. Here's the whole routine.

Send a message

1. On the Follow Ups board, click a patient's row. The case opens on the right.
2. Click Contact and details to see the client's phone, email and the rest of the report. Click a detail to copy it.
3. Under Follow-ups, each open follow-up already has its message written from your clinic's template, with the patient, client and appointment details filled in. Pick a different template from the dropdown if you need to.
4. Edit the text if you like.
5. Click Copy and check off. The message is copied and the follow-up is checked off as completed in one step.
6. Paste and send it from your usual texting or phone system.

Made a mistake? Click Undo on the message that pops up. When the case is finished, the next case opens on its own.

To copy without checking off, use the copy icon next to Copy and check off. You can also click the circle next to the follow-up to check it off. Copying is logged on the case, so the team can see it was done. If you change the text but aren't ready to send, click Save draft. The circular arrow button rebuilds the message from the template.

When you can't reach them

• Click Voicemail, No answer or Waiting to log the try. Waiting cases show under Waiting on client.
• Click Try later and pick Tomorrow, In 2 days, In 3 days, Next week or a date to snooze it. Click Wake up to bring it back sooner.

When a message isn't needed

Click Not needed, for example if the client already called. Some follow-up types show your clinic's close reasons instead. Click the one that fits. Click Needed after all to undo it.

Team reminders

Some follow-up types have no message. They're listed under Team to-dos on the case, and the board says Team reminder — no client text. Just check them off or mark them Not needed once they're handled. Use the person icon to hand one to a teammate or group.

Combined messages

If a patient has several follow-ups that often go together, like a callback and a review request, you may see one combined card instead. Click Copy and check off on it to copy the one message and check off all the follow-ups it covers. Click Split to handle them one at a time instead.

When a case has several follow-ups, or other pets in the same household have open ones, you may also see Write one text covering all... or Write one household text for.... Click it, tick what the text covers, and click Copy and check off.

Asking the client for records

Some follow-up types show Create records request. Click it to add a client request to the Records tool. The {records link} in the message then fills with the client's secure upload link. The request is marked as sent, since you're texting the link yourself.

More on the case

• + Add follow-up adds another follow-up type to this patient. Click the type you want.
• Add a note at the bottom, and type @ to mention a teammate. Press Enter to send it.
• Close case closes the whole case. Anything still open is marked not needed, after you confirm. Reopen brings it back.
• Next opens the next case on the board.

When every follow-up on a case is completed or not needed, the case moves to Done on its own.