Patient Communication Activity

athenaCommunicator

This page allows you to report on patient usage of athenaCommunicator services, including results for new and existing patients when they schedule appointments from ticklers, submit appointment request messages, and respond to automated wellness outreach and population health campaigns. To view an individual patient's usage of athenaCommunicator services, use the Patient Communication History page.

Note: Although you can use the Patient Communication Activity page to report on patients who reschedule and cancel appointments on the Patient Portal, we recommend that you use the Appointments Scheduled via Communicator page to see this information.

 

On the Main Menu, click Quality. Under REPORTS, click Patient Communication Activity

 

 

 

To access this page, your practice must use the athenaCommunicator service or the athenaCollector service with ReminderCall, and you must have the Report: Report Library: Communicator user permission.

 

 

 

  1. Display the Patient Communication Activity page: On the Main Menu, click Quality. Under REPORTS, click Patient Communication Activity.
  2. Criteria — Accept the default option: Past activity by communication date.
  3. Date range — Enter the date range for the report. You can also click the calendar icon and select the dates, or use the menu to select a time frame.
  4. Services — Select the ReminderCall option. Deselect all other selected options.
  5. Message results — Click All to select all message results, or click Selected and then select the message result types to include in your report. You can select message types from these categories: Phone, SMS, Email, and ResultsCall.
  6. Departments — Click All to select all departments, or click Selected and then select the departments to include in the report.
  7. Providers — Click All to select all providers, or click Selected and then select the providers to include in the report.
  8. Report type — Select Summary to display a count of how many times each action was completed, or select Detailed to display a list of each action with date and time.
  9. Report format — Select View as HTML page to display the report in athenaOne, or select Export CSV file to view the report in Excel.
  10. Click Run Report.

Note: To see the actual text or email message sent to a patient, locate the message in the Detailed report results and, in the View column, click the information icon . The text or email message sent to the patient is displayed. This can only be done when "View as HTML page" is used as the Report Format.

 

 

 

Using the Patient Communication Activity report, you can learn how many patients received ResultsCall messages, as well as the statuses of these messages. For email and text messages, you can also display the actual message sent to a patient.

  1. Display the Patient Communication Activity page: On the Main Menu, click Quality. Under REPORTS, click Patient Communication Activity.
  2. Criteria — Accept the default option: Past activity by communication date.
  3. Date range — Enter the date range for the report. You can also click the calendar icon and select the dates, or use the menu to select a time frame.
  4. Services — Select the ResultsCall option. Deselect all other options.
  5. Message results — Click All to select all message results, or click Selected and then select the message result types to include in your report. You can select message types from these categories: Phone, SMS, Email, and ResultsCall.
  6. Departments — Click All to select all departments, or click Selected and select the departments for which you want to run the report.
    Note: When filtering by department, athenaCommunicator looks at whether the message has an appointment department that matches your selection. If there is no appointment department, athenaCommunicator attempts to match based on the document department associated with the message. After that, athenaCommunicator tries to match by primary department.
  7. Providers — Click All to select all providers, or click Selected and then select the providers to include in the report.
  8. Report type — Select Summary to display a count of how many times each action was completed, or select Detailed to display a list of each action with the date and time.
  9. Report format — Select View as HTML page to display the report in athenaOne, or select Export CSV file to view the report in Excel.
  10. Click Run Report.
    The report appears. If your report contains more than 1000 messages, athenaOne automatically paginates the results.
  11. You can click a column heading to sort the results by that column.

Note: To see the actual text or email message sent to a patient, locate the message in the Detailed report results and, in the View column, click the information icon . The text or email message sent to the patient is displayed. This can only be done when "View as HTML page" is used as the Report Format.

 

 

 

Using the Patient Communication Activity report, you can learn how many total patients were contacted by a GroupCall campaign.

  1. Display the Patient Communication Activity page: On the Main Menu, click Quality. Under REPORTS, click Patient Communication Activity.
  2. Criteria — Accept the default selection: Past activity by communication date.
  3. Date range — Enter the date range for the report. You can also click the calendar icon and select the dates, or use the menu to select a time frame.
  4. Services — Select the GroupCall option. Deselect all other selected options.
  5. Campaigns — To report on specific GroupCall campaigns (for example, Appointment No Shows), click Selected and select the campaigns from the menu.
  6. Message results — To report on specific results, click Selected and select one or more result types (Phone, SMS, Email, ResultsCall).
    Note: Each result type includes specific results (for example, the Email result type includes "Email - Delivered to recipient" and "Email - Not Sent"). You can click the plus icon next to a message result type to select individual message results for GroupCall campaigns.
  7. Departments — To report on specific departments, click Selected and select the departments to include in the report.
  8. Providers — To report on specific providers, click Selected and select the providers to include in the report.
  9. Report type — Select Summary to display a count of message results, for example, "Email - Delivered to recipient 18." Select Detailed to display patient-level activity for each GroupCall campaign, including the date and time of the message.
  10. Report format — Select View as HTML page to display the report in athenaOne, or select Export CSV file to save the report in Excel.
  11. Click Run Report.

Note: To see the actual text or email message sent to a patient, locate the message in the Detailed report results and, in the View column, click the information icon . The text or email message sent to the patient is displayed. This can only be done when "View as HTML page" is used as the Report Format.

 

 

 

Using the Patient Communication Activity report, you can learn how many total patients were contacted by the Order Reminders service.

  1. Display the Patient Communication Activity page: On the Main Menu, click Quality. Under REPORTS, click Patient Communication Activity.
  2. Criteria — Accept the default selection: Past activity by communication date.
  3. Date range — Enter the date range for the report. You can also click the calendar icon and select the dates, or use the menu to select a time frame.
  4. Services — Select the GroupCall option. Deselect all other selected options.
  5. Campaigns — Click Selected and select Order Reminders from the menu.
  6. Message results — To report on specific results, click Selected and select one or more result types (Phone, SMS, Email, ResultsCall).
    Note: Each result type includes specific results (for example, the Email result type includes "Email - Delivered to recipient" and "Email - Not Sent"). You can click the plus icon next to a message result type to select individual message results for population health campaigns.
  7. Departments — To report on specific departments, click Selected and select the departments to include in the report.
  8. Providers — To report on specific providers, click Selected and select the providers to include in the report.
  9. Report type — Select Summary to display a count of message results, for example, "Email - Delivered to recipient 18." Select Detailed to display patient-level activity for each Order Reminder campaign, including the date and time of the message.
  10. Report format — Select View as HTML page to display the report in athenaOne, or select Export CSV file to save the report in Excel.
  11. Click Run Report.

Note: To see the actual text or email message sent to a patient, locate the message in the Detailed report results and, in the View column, click the information icon . The text or email message sent to the patient is displayed. This can only be done when "View as HTML page" is used as the Report Format.

 

 

 

Using the Patient Communication Activity report, you can learn how many total patients were contacted by the population health campaigns that you ran.

Note: You can use the Outcomes Report on the Campaign Library page to determine a campaign's relative effectiveness in increasing schedule density and generating revenue. The Outcomes Report is available for every completed, single-instance population health campaign.

  1. Display the Patient Communication Activity page: On the Main Menu, click Quality. Under REPORTS, click Patient Communication Activity.
  2. Criteria — Accept the default selection: Past activity by communication date.
  3. Date range — Enter the date range for the report. You can also click the calendar icon and select the dates, or use the menu to select a time frame.
  4. Services — Select the Population Health option. Deselect all other selected options.
  5. Campaigns — To report on specific campaigns, click Selected and select the campaigns to include in the report.
    Note: The list of campaigns is organized by campaign type. You can click the plus icon next to a campaign type to select individual population health campaigns. For example, click the plus icon to the left of Colorectal Cancer Screening to select one or more individual population health campaigns.
  6. Message results — To report on specific results, click Selected and select one or more result types (Phone, SMS, Email, ResultsCall).
    Note: Each result type includes specific results (for example, the Email result type includes "Email - Delivered to recipient" and "Email - Not Sent"). You can click the plus icon next to a message result type to select individual message results for population health campaigns.
  7. Departments — To report on specific departments, click Selected and select the departments to include in the report.
  8. Providers — To report on specific providers, click Selected and select the providers to include in the report.
  9. Report type — Select Summary to display a count of message results for each population health campaign, for example, "Adult Annual Preventive Visit; Email sent 10." Select Detailed to display patient-level activity for each population health campaign.
  10. Report format — Select View as HTML page to display the report in athenaOne, or select Export CSV file to save the report in Excel.
  11. Click Run Report.

Note: To see the actual text or email message sent to a patient, locate the message in the Detailed report results and, in the View column, click the information icon . The text or email message sent to the patient is displayed. This can only be done when "View as HTML page" is used as the Report Format.

 

 

 

Using the Patient Communication Activity report, you can learn how many total patients were contacted by the automated wellness outreach feature.

  1. Display the Patient Communication Activity page: On the Main Menu, click Quality. Under REPORTS, click Patient Communication Activity.
  2. Criteria — Accept the default selection: Past activity by communication date.
  3. Date range — Enter the date range for the report. You can also click the calendar icon and select the dates, or use the menu to select a time frame.
  4. Services — Select the Automated Wellness Outreach option. Deselect all other selected options.
  5. Message results — To report on specific results, click Selected and select one or more result types (SMS, Email, or both).
    Note: Each result type includes specific results (for example, the Email result type includes "Email - Delivered to recipient" and "Email - Not Sent"). You can click the plus icon next to a message result type to select individual message results.
  6. Departments — To report on specific departments, click Selected and select the departments to include in the report.
  7. Providers — To report on specific providers, click Selected and select the providers to include in the report.
  8. Report type — Select Summary to display a count of message results. Select Detailed to display patient-level activity for each automated wellness outreach message.
  9. Report format — Select View as HTML page to display the report in athenaOne, or select Export CSV file to save the report in Excel.
  10. Click Run Report.

Note: To see the actual text or email message sent to a patient, locate the message in the Detailed report results and, in the View column, click the information icon . The text or email message sent to the patient is displayed. This can only be done when "View as HTML page" is used as the Report Format.

 

 

 

Note: To see the phone messages sent by the Self-Pay reminder service, see "Example of a Self-Pay phone call" on the the Self-Pay Reminder Messages page.

  1. Display the Patient Communication Activity page: On the Main Menu, click Quality. Under REPORTS, click Patient Communication Activity.
  2. Criteria — Accept the default option: Past activity by communication date.
  3. Date range — Enter the date range for the report. You can also click the calendar icon and select the dates, or use the menu to select a time frame.
  4. Services — Select the SelfpayCall option. Deselect all other selected options.
  5. Message results — Click All to select all message results, or click Selected and then select the message result types to include in your report. You can select message types from these categories: Phone, SMS, Email, and ResultsCall.
  6. Departments — Click All to select all departments, or click Selected and then select the departments to include in the report.
  7. Providers — Click All to select all providers, or click Selected and then select the providers to include in the report.
  8. Report type — Select Summary to display a count of how many times each action was completed, or select Detailed to display a list of each action with the date and time.
  9. Report format — Select View as HTML page to display the report in athenaOne, or select Export CSV file to view the report in Excel.
  10. Click Run Report.

Note: To see the actual text or email message sent to a patient, locate the message in the Detailed report results and, in the View column, click the information icon . The text or email message sent to the patient is displayed. This can only be done when "View as HTML page" is used as the Report Format.

 

 

 

Using the Patient Communication Activity report, you can learn how many patients were contacted by the Guest Payment service. You can also display the actual email message sent to a specific patient.

  1. Display the Patient Communication Activity page: On the Main Menu, click Quality. Under REPORTS, click Patient Communication Activity.
  2. Criteria — Accept the default option: Past activity by communication date.
  3. Date range — Enter the date range for the report. You can also click the calendar icon and select the dates, or use the menu to select a time frame.
  4. Services — Select the GuestPay option. Deselect all other selected options.

  5. Message results — The Guest Payment service uses email messages only. You can accept the default option, All, to display all email results. To report on specific email results, click Selected, then click the plus icon next to Email and select an email result such as EMAIL - Not Sent to find undeliverable email addresses.

  6. Departments — Click All to select all departments, or click Selected and then select the departments to include in the report.
  7. Providers — Click All to select all providers, or click Selected and then select the providers to include in the report.
  8. Report type — Select Summary to display a count of how many times each action was completed, or select Detailed to display a list of each action with the date and time.
  9. Report format — Select View as HTML page to display the report in athenaOne, or select Export CSV file to view the report in Excel.
  10. Click Run Report.

Note: To see the actual email message sent to a patient, locate the message in the Detailed report results and, in the View column, click the information icon . The email message sent to the patient is displayed. This can only be done when "View as HTML page" is used as the Report Format.

 

 

  1. Display the Patient Communication Activity page: On the Main Menu, click Quality. Under REPORTS, click Patient Communication Activity.
  2. Criteria — Accept the default option: Past activity by communication date.
  3. Date range — Enter the date range for the report. You can also click the calendar icon and select the dates, or use the menu to select a time frame.
  4. Services — Select one or more athenaCommunicator services from the list.
  5. Message results — Click All to select all message results, or click Selected and then select the message result types to include in your report. You can select message types from these categories: Phone, SMS, Email, and ResultsCall.
  6. Departments — Click All to select all departments, or click Selected and select the departments for which you want to run the report.
    Note: When filtering by department, athenaCommunicator looks at whether the message has an appointment department that matches your selection. If there is no appointment department, athenaCommunicator attempts to match based on the document department associated with the message. After that, athenaCommunicator tries to match by primary department.
  7. Providers — Click All to select all providers, or click Selected and then select the providers to include in the report.
  8. Report type — Select Detailed.
  9. Report format — Select View as HTML page.
  10. Click Run Report.
    The report appears. If your report contains more than 1000 messages, athenaOne automatically paginates the results.
    Note: You can click a column heading to sort the results by that column.
  11. In the report results, locate the message that you want to view.
  12. In the View column, click the information icon .
    The email or text message sent to the patient is displayed.
  13. When you're done viewing the message, click the X in the upper right corner.

Note: To see examples of athenaCommunicator phone messages, see these pages: ReminderCall, ResultsCall, GroupCall Overview, Order Reminders Feature, and Self-Pay Reminder Messages.

 

 

  1. Display the Patient Communication History page.
    • Practices that use athenaCommunicator: On the Patient Actions Bar, click Communicator, and then click Patient Communication History.
    • Practices that use athenaCollector and ReminderCall only: On the Patient Actions Bar, click Scheduling, and then click Automated Messaging History.
  2. Show services — All athenaCommunicator services in the list are selected by default.
    • To select one service from the list, click the service.
    • To select more than one service, click one service and then hold down the Ctrl key and click other services.

    The Summary view appears. This view displays a count of how many times each action was completed.

  3. Report types — Select Detailed to display a list of each action with date and time.
    The results appear automatically. It may take a few moments to load the results.

 

 

 

athenaCommunicator email messages that contain protected health information (PHI) are encrypted between our vendor email server and the patient recipient's email server. If a patient's email server cannot receive encrypted email messages, the Patient Communication Activity and Patient Communication History reports display the following message in the Result column:

EMAIL - Rejected, unable to connect securely

Email messages that do not contain PHI — such as password reset emails and emails that contain a temporary passcode — are not affected by this enhanced encryption.

Note: Most major email providers, such as Gmail, iCloud, Microsoft, and Yahoo can receive encrypted email and are unlikely to block encrypted emails from athenahealth.

 

If a patient cannot receive athenaCommunicator email messages because their email service provider cannot receive encrypted email messages, the patient recipient must contact the email service provider to report the problem and to enable secure, encrypted connections.

Note: Patients and their email service providers can refer to Check an Email Domain to test their encryption connection.

 

 

Criteria

Some of the filters available on this page change depending on your selection. For example, if you select a report for scheduled activity in the Criteria field, the Message results option disappears because athenaCommunicator hasn't sent these messages yet, so there are no results.

  • Past activity by communication date — Select this option to run the report by communication date. All messages sent between the dates you specify using the Date range field appear in the report.
  • Past activity by appointment date — Select this option to run the report based on appointment date. All messages sent for appointments scheduled between the dates you specify using the Date range field appear in the report.
    Note: athenaCommunicator may have sent messages for one appointment on a number of different dates.
  • Scheduled activity by communication date — "Scheduled activity" refers to messages that are scheduled to be sent but that haven't been sent as of the time you run the report. Specify a date using the Date field.
  • Scheduled activity by appointment date — "Scheduled activity" refers to messages that are scheduled to be sent but that haven't been sent as of the time you run the report. Specify an appointment date using the Date field.
Date range or Date

Enter the date range for the report. You can also click the calendar icon and select the dates, or use the menu to select a time frame.

Note: If you run a report based on scheduled activity, you can select only one date. When you run a report based on past activity, you can select a single date or a range of dates.
Services

Select the services that you want to report on. (Patient Portal refers to patient interactions on your practice's Patient Portal and is not selected by default.)

Note: Practices that use ReminderCall but not athenaCommunicator cannot select a service; this field defaults to ReminderCall.
Campaigns

This field appears if you select GroupCall or Population Health from the Services list. Click All to select all campaigns, or click Selected and select the campaigns that you want to report on.
Message results

This field appears if you select Past activity by communication date or Past activity by appointment date in the Criteria field.

Click All to select all message results, or click Selected and then select the message result types to include in your report. You can select message types from these categories: Phone, SMS, Email, and ResultsCall.

Message status

This field appears if you select Scheduled activity by communication date or Scheduled activity by appointment date in the Criteria field.

Select the message status on which you want to report.

  • Select the Stopped option to report on automated messages that were intended to go out that day but were stopped intentionally.
  • Select the In Queue option to report on automated messages that are expected to go out at some point in the future.
Departments

Click All to select all departments, or click Selected and select the departments to include in the report.

Note: When filtering by department, athenaCommunicator looks at whether the message has an appointment department that matches your selection. If there is no appointment department, athenaCommunicator attempts to match based on the document department associated with the message. After that, athenaCommunicator tries to match by primary department.
Providers Click All to select all providers, or click Selected and select the providers to include in the report.
Report type

Select Summary to display a count of how many times each action was completed, or select Detailed to display a list of each action with date and time.
Report format

Select View as HTML page to display the report in athenaOne, or select Export CSV file to save the report in Excel.
Column headings for Summary report results
Service athenaCommunicator service, for example, ReminderCall or GroupCall.
Campaign Type If you selected GroupCall, Population Health, or Automated Wellness Outreach in the Services field, this column displays the type of campaign, for example, No Show for a GroupCall campaign, or Medicare Annual Wellness Visit for a population health campaign.
Campaign If you selected GroupCall, Population Health, or SelfpayCall in the Services field, this column displays the name of the campaign.
Result

The result of the message. This column also appears in the Detailed report.

 

Phone:

  • Appt. Confirmed — Recipient pressed digit to confirm appointment.
  • Busy — Phone was busy.
  • Contacted — Recipient picked up the phone but did not take any other action (answering machine not detected, call was not transferred, recipient did not want to reschedule or cancel an appointment).
  • No Answer — Phone not answered.
  • Reminded — Recipient answered telephone and listened to entire reminder, but did not confirm or reschedule.
  • Rescheduled — Recipient pressed digit to request rescheduling.
  • Unable to reach — Recipient unreachable due to out-of-service number, disconnected, all circuits busy, anti-telemarketing device, etc.
  • Voicemail — Message left on answering machine or voice mail.
  • Received (phone) — Patient retrieval via phone.
  • Received (web) — Patient retrieval via Web.
  • Phone Login Successful — Patient logged in to ResultsCall.
  • Transferred — Recipient pressed digit to request call transfer.

SMS:

  • SMS - Delivered — The text message was successfully delivered.
  • SMS - Not Delivered — The text message was not delivered.
  • SMS - Appt. Confirmed — The patient confirmed an appointment via text message.
  • SMS - Appt. Cancelled — The patient cancelled an appointment via text message.
  • Immediate SMS Not Delivered.
  • No Carrier Result.
  • SMS unsubscribe.
  • SMS opt in.
  • SMS invalid data.

Email:

  • EMAIL - Delivered to recipient — The email was successfully delivered.
  • EMAIL - Not Sent — The email failed to be delivered.
  • EMAIL - Rejected, unable to connect securely (see "Encrypted email messages not delivered").
    Note: This message does not appear in the Patient Communication Activity report if the Message results field is not set to All.

Patient Portal:

  • Message Details — Patient viewed message.
  • Patient Login — Patient logged in to Patient Portal.
  • Patient Logout — Patient logged out.
  • Viewed Lab Result Image — Patient viewed test results.
  • Existing Patient Portal Registration — Existing patient registered for the Patient Portal.
  • Compose New Message — Patient composed a message on the Patient Portal.
  • Session Timeout — Patient session timed out.
  • Message post Reply — Patient replied to message.
  • Patient Agreed to Terms and Conditions — Patient accepted terms and conditions.
  • RESULTS - WEB Retrieved — Patient retrieved results that were submitted to the Patient Portal.
  • Submit a Request: PATIENTCASE_OTHER — Patient submitted request.
  • Submit a Request: PATIENTCASE_REFILL — Patient submitted refill request.
  • Submit a Request: PATIENTCASE_CLINICALQUESTION — Patient submitted clinical question request.
  • Third Party Login — Third party logged in as patient.
  • SMS opt in.
  • SMS unsubscribe.
  • PASSWORDRESET.
  • Billing Statement.
  • EMAIL - Delivered to recipient.
  • Medications.
  • Contact Preference Update.
  • EMAIL - not sent.
  • Contacted.
  • EMAIL - sent to recipient.
  • SMS Sent.
  • Present Statements.
  • Appointment Confirmed via Email.
  • Recent Charges.
  • QuickPay Portal Recent Charges.
  • SMS No Update Error.
  • No Carrier Result.
  • Vitals.
  • Health History — Patient viewed My Health / Health Summary.
  • Viewed Discharge Summary (short) — Patient viewed discharge summary on the Welcome page.
  • labs — Patient viewed My Health / Test Results.
  • Downloads — Patient viewed My Health / Health Records and downloaded health data.
  • Viewed Ambulatory Summary — Patient viewed ambulatory summary on Patient Portal.
  • Transmit — Patient viewed My Health / Health Records and sent health data.
  • Care Summaries — Patient viewed My Health / Care Summaries.
  • Password Reset Requested — User requested a password reset.
  • New Patient Portal Registration — New patient successfully registered for the Patient Portal.
  • Patient Rescheduled Appointment — Patient canceled appointment ID [x] and rescheduled with the following block [ID].
  • Patient Canceled Appointment — Patient canceled appointment ID [x].
  • Existing Patient Scheduled an Appointment — Existing patient has successfully scheduled a new appointment on the Patient Portal.
  • Patient Scheduled an Appointment from a Tickler — Existing patient has successfully scheduled a new appointment from an appointment tickler reminder.
Count Activity count.
Column headings for Detailed report results
Date Date and time stamp for the activity.
Length (Sec.) Length of the phone call in seconds (if applicable).
Service athenaCommunicator service.
Campaign Type If you selected GroupCall, Population Health, or Automated Wellness Outreach in the Services field, this column displays the type of campaign, for example, No Show for a GroupCall campaign, or Medicare Annual Wellness Visit for a population health campaign.
Campaign If you selected GroupCall, Population Health, or SelfpayCall in the Services field, this column displays the name of the campaign.
Result The result of the message. This column also appears in the Summary report.
Patient Patient name.
Patient ID Patient ID. You can click the linked ID to display the patient's Quickview.
Contact Information

Phone number or email address for the patient.
Appointment Type Appointment type associated with this phone, email, or text message.
Appointment ID Appointment ID associated with this phone, email, or text message.
Appointment Date Appointment date associated with this phone, email, or text message.
Department

Department associated with this phone, email, or text message.

athenaCommunicator determines whether the message has an appointment department. If not, athenaCommunicator attempts to match based on the document department associated with the message. Lastly, athenaCommunicator tries to match by primary department.
Provider Provider associated with this phone, email, or text message.
View Click the information icon in this column to view the email or text message that athenaCommunicator sent to the patient.

 

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