Patient Communication History

athenaCommunicator

This page allows you to view an individual patient's use of the athenaCommunicator services enabled for your practice. To report on patient usage of athenaCommunicator services for all your patients, use the Patient Communication Activity page.

 

On the Patient Actions Bar, click Communicator, and then click Patient Communication History

 

Practices with athenaCollector but not athenaCommunicator:

On the Patient Actions Bar, click Scheduling, and then click Automated Messaging History

 

 

 

To access this page, your practice must use the athenaCommunicator service or the athenaCollector service with ReminderCall.

 

 

 

  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.

 

  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.

  3. Report types — Select Detailed.
    The results appear automatically. (It may take a few moments to load the results.)
  4. In the report results, locate the message that you want to view.
  5. In the View column, click the information icon .
    The email or text message sent to the patient is displayed.
  6. 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, and Self-Pay Reminder Messages.

 

 

 

 

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.

 

 

Show services

Select one or more athenaCommunicator services. This list includes the services that are enabled for your practice.

Note: To select more than one service, hold down the Ctrl key and click each service.
Report types Select Summary to display a count of how many times each action was completed. Select Detailed to display a list of each action with the date and time.
Column headings for Summary report results
Type The type of activity, for example, ReminderCall or GroupCall.
Campaign Type GroupCall campaign type (if applicable).
Campaign GroupCall campaign (if applicable).
Result

The result of the campaign message for this patient.

 

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 The activity count for this patient.
Column headings for Detailed report results
Date/Time The date and time stamp for the activity.
Type The type of activity.
Result

The result of the campaign call for this patient.

 

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.
Call Duration Duration of the phone call (if applicable).
Phone Number Phone number used to contact the patient (if the patient was contacted by phone).
Details Detailed information about the activity described in this row of the report.
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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