Patient Message Exchange FAQs

How do I configure Patient Message eXchange?

Patient Message eXchange

  1. Make sure you are logged into OP as an Administrator.
  2. Go to Security Administration: Utilities > System Admin > Security Administration.
    Two specific permissions are associated with the eXchange:
  • Message_Distribution_Create – needed to create messages.
  • Message_Distribution_View – may view messages and set up templates.

Permissions are applied by clicking & dragging into a specific User or Group.

  1. Assign Messaging Login and Password:
  1. Select Utilities > System Admin > e-Correspondents.
  2. Included in the list will be BLI Messaging.
  3. If the Login ID/Password fields are blank, contact OP Support.
  4. If the URL is not listed, copy and paste the following:
  5. (If necessary) Overwrite the value in the Interchange ID with the appropriate value. This overrides the default short-code value as assigned by the PMX service. Do not overwrite this code unless you are sure you have the correct replacement Interchange ID.
  6. Click the black check at top of screen to save .

  1. Assign Colloquial (Friendly) Names to Providers.
  1. Select Utilities > Manage Practice > Staff/Provider Directory.
  2. The Colloquial Name field is provided so Doctors, Registered Nurses, or other staff members creating messages can assign their preferred name to the messages.  
Note: The doctor's name should be entered as Doctor (not Dr.).
  1. Click on individual to be edited within the Staff Directory.
  2. Click the Edit button .
  3. Click the Post Edit button.

  1. Assign Colloquial (Friendly) Names to Rooms and Resources.
  1. Select Utilities > Manage Practice > Appointment Preferences.
  2. Select the Rooms/Resources tab.
  3. Click the Edit button.
  4. Assign the Colloquial Name in the Colloquial Name field to the desired Room/Resource.  When a Colloquial Name is provided for a specific Room/Resource, the message to the patient will state, " [112test:Patient] has an appointment with [112test:the nurse]."
  5. Click the Post Edit button.

  1. Configure Message Templates.
Note: You must Login/Logout of OP in order to utilize the newly available message privilege.
  1. Select Activities > Patient Message eXchange. This is where a template can be built and edited.
  2. Click the Edit button.
  3. Go to the search menu and select the template to be used.

  1. Select the mode that the message will be sent.  Messages can be sent in 1 of 4 modes:
  • Telephone – 5 credits
  • E-mail – 1 credits
  • Text Message – 3 credit
  • Paper Mail – cost of US mail

For each mode a delivery method can be assigned:

  • Disallow – no messages sent in this mode
  • Electronic – messages for this mode are sent from Message eXchange
  • Manual – messages for this mode can be sorted in Message eXchange but are sent privately

  1. Click the Export button to export the list of patients who qualify for each mode.

Telephone Messages

The Reply To field contains the number that shows on the caller ID so patient knows who is calling.

There are 2 possible messages which can be received by the patient

  • Live Message – read if a person picks up phone.
  • Voicemail Message – read if an automated machine picks up.

Special Fields are provided for customization of the message. To add to the script type the words in the sentence and click on the appropriate special field to include the required.  To ensure the customer has a number to call back, it is always best to manually include the Reply To number in the Live and Voicemail messages (this does not have its own special field assignment).

Note: Within the Live Message there is a Press 1 option for the caller to confirm. There is also a Press 2 option for the caller to be connected to someone at the office. This option may be be added or deleted from the script according to the office hours.

Email Messages

The Reply To field is used so the patient has the correct email address to send a response.  The email address must be a legitimate address; otherwise it could possibly be stored as Spam depending on the patient's email provider.

Within the message field is a confirmation link within the script that connects patients to the practice's portal.

This link will allow the patient to confirm their appointment online without calling on the phone.

Text Messages

Text messages may not exceed 116 characters.  It is important to keep them BRIEF.  Use abbreviations that may apply.  All text messages are received from BLI Messaging, so a Reply To field is not available.

Each practice has 2 options to include in the script regarding patient confirmation:

  • Confirmation Link – used when most patients have the following criteria.  In order to utilize the confirmation link the patient must:
  • Have an account on the portal
  • Have a smart phone
  • Call-Back Number – used when most patients do not have a portal account or a smart phone.

Paper Mail Messages

  1. If a practice does not wish to spend the time and money for paper mail messages, mark the delivery as Disallow.

  1. Click on the green check button to post the edit.
  2. There are 6 Message Purposes listed in a dropdown box:
  • Reminders
  • Recall
  • Billing
  • General
  • Portal
  1. Assign Initial Contact Preferences.
  1. Contact Preferences Tab - preferences are set by the practice to allow patients to choose the best method of contact.

  1. Establish what method each of the 6 Message Purposes will be set on.
  2. To save changes, click Set Default Contact Preferences ### Saves for all patient records.  Contact Preferences only affect the 1st contact within each chart. The Patient will now be allowed to choose their contact preferences according to the established rules.
  • Patient can set up on portal
  • Front Desk can inquire during registration
  1. Set up Individual Patient/Contact Preferences:
  1. Enter patient register screen (F2).
  2. It is not typical for parent contact information to be on the front screen any longer. As children receive their own cell phones or emails, their contacts will be available on the Patient screen. Parent and other guardians' contacts are available within the Contacts screen.
  3. In accordance with Meaningful Use, methods of preferred contact should be created in the drop-down boxes for the 6 contact reasons.

  1. Preferred Contact Methods can be set for other contacts within the patient's chart.
  2. To comply with Meaningful Use, only one contact within the patient's chart needs to set Preferred Contact Methods. Do not be alarmed if the red MU icon is still red on another contact.
  1. To make sure the correct people are contacted:
  1. Make sure the authority is set to either Joint or Exclusive.
  2. Make sure that the Res? checkbox is selected. This tells OP that the patient resides with the contact.

  1. No contacts on the Contact screen will send OP back to the Patient screen to look for a contact.

How do I send an Email Broadcast/Blast?

An email broadcast is a way to send a mass email to a defined group of recipients. The Email Broadcast tab in the Patient Message eXchange delivers the same email (not patient specific) to a list of unique email addresses using a message template. New Messages or previously used messages can be used in the email broadcast. You can think of it as an electronic version of a flyer that may be posted in the waiting room of your practice.

To send an email broadcast, you must be assigned the appropriate Patient Message eXchange permissions (Message_Distribution_Create and Message_Distribution_View). 

Create an Email Template

  1. Select Activities > Patient Message eXchange.
  2. Click the Email Broadcasts tab.
  3. Click the Insert Record button to create a new template.
  4. Enter the following:
  • Start sending: this will be when the email is sent.
  • Sender email: this is the email address of the sender.
  • Name: this is the name associated with the sender email address.
  • Reply to: this is only required if different from the sender email.
  • Subject: this is the subject line of the email.
  • Message: this is the body of the email.
  1. Click the Post Edit button to save.

Define the Recipients of the Email

  1. Select Reports > Demographic Analysis/Recall
  2. In the Patient Demographics tab, define the search criteria for which patients should receive the email.
  3. Click the Send Messages button.  The Patient Message eXchange window will open.
  4. Click the Search dropdown, and select the email template to be used.
  5. Click the Recipient List button to generate the list of recipients based on the criteria previously entered.  Notice that the list of recipient has a total recipients number.  This number indicates how many emails will be sent.  If families have more than one patient with the same email address, OP will only send one email.
  6. Click the Broadcast button.
  7. A confirmation window will appear notifying you of how many message credits will be used to send the emails.  Click OK.
You will not receive individual delivery receipts for an email broadcast. You will receive bounces and non-deliveries so you can update/correct your records.

Why do I see a random phone number that discusses a company's litigation?

Please note that we have contacted the vendor regarding this concern, and they have agreed to provide a short 5-6 digit code rather than the phone number.

How can I make sure PMX alerts go through to patients?

  • Try to persuade your patients from having the cell phone as the call method of contact. If need be, text messages are much more reliable.
  • Remind patients that a missed call more than likely has to do with an upcoming appointment. If they receive a missed call, they should call back ASAP.
  • If you notice a pattern of missed alerts, please gather as much information as possible and contact Office Practicum Support. We can contact our third-party vendor with specific examples and find exactly where the problem is occurring.

Troubleshooting PMX Alerts

There are a few reasons why an alert from the Patient Message eXchange may not go through to the patient.

  • The specified notification type is set to Cell Phone. Cell phones have a tendency of not being 100% reliable with how they operate. Sometimes our system:
  • Will think a cell phone picks up when it doesn't.
  • Can't navigate the voicemail system and considers the call to have gone through, when it never did. 
  • Leaves the patient with a missed call with no message.
  • The Spam folders may also be blocking the alert from being sent to the patient. Notify your patients to set up their address book to allow your practice's emails if they are being blocked.
  • Your ISP may be blocking the communications from being sent out. This is different from Spam folders blocking an email. You will need to contact us if you notice that none of your alerts are being sent out.
  • Reply to phone number contains characters other than numeric values or the phone number is invalid. Check the Reply To number in PMX by accessing Activities > Patient Message eXchange > Telephone tab.

Patient Message eXchange Character Limits

What are the character limits for messages on Patient Message eXchange? 

  • Patient Message eXchange text messages are a maximum of 116 characters.
  • Patient Message eXchange email messages have no character limitation
  • Patient Message eXchange voicemail messages are a maximum of 2048 speak-able characters (including spaces)This is equivalent to approximately 400-500 words.