MemoCare Introduction PROTOCOL. An initiative of. August Table of Contents

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MemoCare Introduction PROTOCOL This document provides information on how to use the MemoCare program. August 2013 Version 2.0 Table of Contents Program Objective.

1 MemoCare Introduction PROTOCOL This document provides information on how to use the MemoCare program. August 2013 Version 2.0 Table of Contents Program Objective... 2 Configure Options...2 Patient Enrolment Process...3 Sending an SMS...5 SMS Inbox, Actioned, Outbox and SMS Sent...9 SMS Templates Program Overview An initiative of

Program Objective The MemoCare communications program is designed to assist pharmacists in communicating with their patients once the patient leaves the pharmacy.

2 Program Objective The MemoCare communications program is designed to assist pharmacists in communicating with their patients once the patient leaves the pharmacy. MemoCare is designed to enhance the relationship between pharmacy and patients and build patient loyalty. Program Activation MemoCare is released via an update to your GuildCare software. When you have received the update you will notice 2 additional tabs within your GuildCare software: MemoCare Tab 1 displayed at the top of the menu bar and to the right of Messages allows you to handle replies, scheduled SMS, report and access training MemoCare Tab 2 displayed under Current Patient tab allows you to enrol a patient and manage a patient s profile Configure Options Step one in setting up MemoCare is configuring your options such as setting your popup criteria and trading days/hours. It is important you spend some time in the initial set up to customise your options before you start sending SMS s through MemoCare. There are 3 options that exist within your software. To view options click Configure and then Options: Environment Setting: - Set the amount of time a pop up is displayed for ALL GUILDCARE PROGRAMS e.g. 30 seconds MemoCare Setting (please see following page for examples): - Sets the pop up display time when a patient qualifies for MemoCare - Sets the time intervals for checking of SMS s that have been sent from your patients - Enter Patient Popup criteria enter the postcodes of patients you would like to receive popups for - Sets SMS send hours allows the pharmacy to set the time frame in which they want SMS s sent ensure patients don t receive SMS s at unsociable hours Page 2 of 14

Trading Days setting: choose the days your pharmacy is open (if you don t want an SMS

settings) AD HOC Enrolment go to the all patients tab, double click the patients name

3 Trading Days setting: choose the days your pharmacy is open (if you don t want an SMS sent when the pharmacy is closed) Patient Enrolment Wizard Enrolment can occur via a MemoCare POP UP or by AD HOC Patient Qualifying Popup click the popup when it appears at the point of dispense (when the current patients postcode matches your MemoCare settings) AD HOC Enrolment go to the all patients tab, double click the patients name and click the MemoCare tab (same process as when enrolling a patient in GuildCare) Page 3 of 14

Patient Consent Patient Enrolment Wizard To enrol a patient click ENROL from the

This will then prompt the Enrolment Wizard to appear Enrolment Wizard Appears

Active or Inactive (active is ticked by default) and click NEXT Step 3: Choose

Click Yes Please to send an automatic Welcome Message to the patient at the end

reminder send hours or overwrite specifically for this patient and click NEXT

4 Patient Consent Patient Enrolment Wizard To enrol a patient click ENROL from the MemoCare tab. This will then prompt the Enrolment Wizard to appear Enrolment Wizard Appears Step 1: Confirm patients consent and click NEXT Step 2: Choose patient s status Active or Inactive (active is ticked by default) and click NEXT Step 3: Choose patients preferred communication method. Click Yes Please to send an automatic Welcome Message to the patient at the end of the wizard and click NEXT Step 4: Choose either the system defaults for reminder send hours or overwrite specifically for this patient and click NEXT *Great for patients who want to be contacted at specific times Final Step: Review your settings and click FINISH to confirm patient s enrolment and send a welcome message (if requested) Page 4 of 14

5 Decline patient declines the service when asked to enrol. By selecting decline you will not be prompted to enrol the patient again Manual Opt Out - Allows the pharmacy to opt out a patient without the patient having to reply STOP to an SMS. Use when a patient makes the request to opt out over the phone or in person. To opt a patient back into the program ensure you have the patient s permission click opt-in and enter your initials. Enter initials to confirm Automatic Opt Out if a patient replies STOP to any of your messages they will be blocked from receiving communications from you automatically and can be opted back in using the steps above. You can view patients who have opted-out via the Failed Messages and the MemoCare Status Report Page 5 of 14

Sending Patient Reminders There are 3 different types of methods used to send reminders: Prescription reminders refill and zero repeats.

enter in a specific reminder interval by double clicking on the medication name; otherwise the program defaults to send a reminder to the patient 21 days after the last dispense date to have their

Set repeat cycle to change the reminder due date Choose the Script Refill Template, the template chosen will be the monthly reminder the patient receives to remind them to have their medication/s

6 Sending Patient Reminders There are 3 different types of methods used to send reminders: Prescription reminders refill and zero repeats. From the patient drug list select the medications for reminders by ticking the Active box next to the medication you wish to send a patient reminders for: Select medications from the list You can enter in a specific reminder interval by double clicking on the medication name; otherwise the program defaults to send a reminder to the patient 21 days after the last dispense date to have their prescription filled. Set repeat cycle to change the reminder due date Choose the Script Refill Template, the template chosen will be the monthly reminder the patient receives to remind them to have their medication/s dispensed. Select Refill Template Refill Template Descriptions No Script On file patient enrols however chooses to not keep their scripts at your pharmacy Template Preview: Hi Joe, your Atorvastatin is nearly due we look forward to seeing you soon at GuildCare Pharmacy Script on File patient enrols and chooses to keep their scripts at your pharmacy Template Preview: Hi Joe, your Atorvastatin is nearly due reply YES for us to prepare this medication for your collection at GuildCare Pharmacy. Order Medication a medication that you don t keep on your shelves and need to order monthly for a patient Template Preview: Hi Joe, your Atorvastatin is nearly due. Reply YES and we will order your medication and send you a message when it is ready to be collected None - Patient chooses not to receive a monthly reminder and would only like a reminder when they have 0 repeats remaining and need to see the GP (see Send new script reminder) Page 6 of 14

Select Send new script reminder to ensure the patient receives a reminder to

If you tick Next script on file then the patient will not receive a reminder

for this medication for when their repeats run out).

You have 0 scripts left for Atorvastatin.

periodic reminders Click the recurring SMS tab click Add New Step 1: enter

instructions on how to create templates) Step 2: select the time of day to

monthly (which can also be used for yearly messages such as birthday

7 Select Send new script reminder to ensure the patient receives a reminder to see the GP when they have 0 repeats remaining. If you tick Next script on file then the patient will not receive a reminder to see their GP (as they already provided you with an additional prescription for this medication for when their repeats run out). Send New Script Reminder Template Preview: Hi Joe, This is GuildCare Pharmacy. You have 0 scripts left for Atorvastatin. For ongoing treatment see your DR for a new script Recurring SMS tailored periodic reminders Click the recurring SMS tab click Add New Step 1: enter manual text or select a previously created template (see templates for instructions on how to create templates) Step 2: select the time of day to send your message Step 3: select you recurrence pattern of daily, weekly, or monthly (which can also be used for yearly messages such as birthday messages) Step 4: set how long you wish the recurrence to run for Final Step: click preview dates to view the dates you have the messages schedule to confirm and click OK to save Page 7 of 14

expand the message by clicking the + button to show details of replies Scheduled Tab click the Current Patient tab then click Scheduled tab.

8 Ad hoc/one off message sends a communication once immediately to your patient Click Send Message Insert your message or select a template. When sending an message ensure to enter in your subject Communication History Tab - shows the history of communication sent and received for this patient only and you can expand the message by clicking the + button to show details of replies Scheduled Tab click the Current Patient tab then click Scheduled tab. You can view messages that are scheduled to send by day, week and month. Allows you to manage what is being sent per patient. View details of messages scheduled to send to patients including the details of the message and the time and day the message is scheduled to send Page 8 of 14

Patient Settings Allows you to edit your patients preferences.

address You can also edit the patients Reminder Send Hours if the patient

9 Patient Settings Allows you to edit your patients preferences. Such as changing the patients preferred communication method and their preferred contact time. Click Settings Change the Communication Method and enter the patient s address You can also edit the patients Reminder Send Hours if the patient changes their mind Patient s address and mobile number will be pre populated if you have this information saved in your dispense software Page 9 of 14

patient by replying with another SMS Option 2 Click Remove if no further action is required and you wish to move the sms from your patient to the Actioned tab Actioned tab SMS s from your inbox are

10 SMS Inbox, Actioned, Outbox and SMS Sent A Popup will appear when a patient replies to an SMS and depending on your options will continue to popup until you ACTION the patients reply click the popup to view the reply OR Click Inbox to view all SMS s sent to your pharmacy from your patients There are 2 options once a patient has replied: Option 1 Click Reply to continue the conversation with the patient by replying with another SMS Option 2 Click Remove if no further action is required and you wish to move the sms from your patient to the Actioned tab Actioned tab SMS s from your inbox are moved to the Actioned tab when you either REPLY or REMOVE an SMS Outbox tab displays any SMS that are queued to be sent you can customise the display options from the drop down at the top choosing 1 day to 12 months Sent Items SMS sent to patients you can choose the display options from the drop down at the top 1 day to 12 months Failed Items will display messages where the patients contact details has been entered in incorrectly or the patient has chosen to opt-out and you have attempted to send them a message Page 10 of 14

SMS Templates SMS templates tab allows you to edit default templates and create your own customised SMS templates saves retyping for popular SMS s you need to send to your patients.

11 SMS Templates SMS templates tab allows you to edit default templates and create your own customised SMS templates saves retyping for popular SMS s you need to send to your patients. Default templates: Welcome Message this is an SMS that can be sent to a patient after they have consented to MemoCare it simply thanks the patient for signing up to the reminder service Script Reminder - Your next Atorvastatin script is nearly due. We look forward to seeing you soon.- is automated to send on the interval set for each medication (defaults to 21 days) Script Renewal - Hi Patient, you have 0 scripts left for Atorvastatin. For ongoing treatment see your DR for a new script. By default the cycle will be 21 days after the last repeat Script dispensed template used to send a confirmation to a patient that their script has been dispensed and is ready to be collected Template Texts: Single Template used when the SMS is relating to a single script eg your script for Lipitor is ready Multi Template used when the SMS relates to multiple scripts eg your Lipitor, Metformin and Spiriva are ready Template Codes Pharmacy Personalisation: Allows the pharmacy to enter codes so the program picks up things like Patient Name and Medication Name to make the SMS more personalized also can include Pharmacy Name, Opt Out option and more Page 11 of 14

12 Creating your own Template: Click Add New Enter your Template text using the template codes if needed Click Save Try creating the following template: Hi <PTFN>, this is <PHN> just letting you know your weekly medicine pack is now ready to be collected. We look forward to seeing you soon! <OPT-OUT> SAVE the template and it can now be added to any patient either as a reoccurring or ad hoc sms Resources Tab Provides access to Program Protocols, Guides and Online Training held with a live presenter Page 12 of 14

Reporting Tab MemoCare Status Report is a detailed report based on a pre-determined time frame that details the following information: Enrolled shows patients enrolled and active status as well as

13 Reporting Tab MemoCare Status Report is a detailed report based on a pre-determined time frame that details the following information: Enrolled shows patients enrolled and active status as well as the date the last message was sent to the patient Declined patients who have declined the service including the day and time the patient refused Opted Out shows details of patients who have manually chosen to opt out of the program By entering in a date range in the FROM and TO area the above information will be displayed for the dates chosen Forms Forms tab will contain marketing material for the pharmacy to use for signing patients up to the service. The current sign up form can be printed from your software and then split into 3 forms that can sit on the pharmacy counter for patients to sign up. Looks best when printed from a colour printer! Page 13 of 14

Program Overview The following diagram displays an overview of the program: Detect Patient Prompted (by MemoCare) OR Ad-Hoc (pharmacist identifies) Confirm Patient Consent (Either verbal or signed by

14 Program Overview The following diagram displays an overview of the program: Detect Patient Prompted (by MemoCare) OR Ad-Hoc (pharmacist identifies) Confirm Patient Consent (Either verbal or signed by printing a patient consent form in MemoCare) Pharmacist Ignores Prompt Patient declines Patient accepts Sits on All Patients INVITE Decline patient Enrol & Activate Patient (enter in patients details on the MemoCare tab) After 30 days remove from list Set up patients SMS type prescription reminder, ad hoc or re occurring Patient will now receive communications depending on the SMS type you have chosen Figure 1: MemoCare program overview Page 14 of 14

ProScript User Guide. Chronic Medication Service (CMS) Version Release Date 21/10/2010 Author Rx Systems

ProScript User Guide. Chronic Medication Service (CMS) Version Release Date 21/10/2010 Author Rx Systems User Guide Chronic Medication Service (CMS) Version 5.0.4 Release Date 21/10/2010 Author Rx Systems Table of Contents Objectives... 3 Introduction... 4 Getting Started CMS Main Screen... 5 Registering