Additional Features Client Management System

Opt-In to Secure SMS Messaging

If secure messaging SMS is opted-in, the Staff will be able to send and receive SMS text messages with their Patient.

1. On the Patient’s profile page, look to the Contact section.

2. If the Patient’s phone number has not already been entered, enter the phone number for Phone or Alternate Phone the secure message should be sent. 

3. Look to the Virtual Care Preferences section and select the preferred language of the Patient.

4. Under the Secure Messaging Settings, toggle the Opt-In slide button.

5. When finished, scroll down the page and click SAVE. 

6. An opt-in message will be sent to the phone (or alternate phone). "Welcome to SureAdhere. Reply with '222' to confirm this number to receive Reminder SMS from us. Reply '888' to opt-out of SMS to this number."

7. Patients will need to reply 222 to the message to receive reminders.

8. When a Patient responds to an SMS message, it will be shown in the Patient Chat window

9. The Staff can now send SMS messages to the Patient on the Patient Communications Tab and the Patient can respond on their device.

Notes:

• Clicking on the outgoing green message box will reveal the actual time the SMS was sent and the delivery status.

• The Status can either be "Delivered" or, if the delivery was unsuccessful, there will be a reason provided. For instance, if the mobile number is inactive.

Opt-In to Virtual Visits

If Virtual Visits is opted-in, Staff can send and receive SMS reminders for upcoming visits and/or URL links to join the virtual visit.  In the SureAdhere Client Management System, staff can schedule visit details like date, time, and duration under the 'Communication' tab within the patient's record.

The patient receives this information promptly through secure SMS messaging. The SureAdhere system automatically creates a visit link and sends it using the same feature. When it's time for the scheduled visit, staff can start the Virtual Visit, and the patient can easily join by tapping on the provided link.
This session is safeguarded with End-to-End encryption and is not recorded within the SureAdhere system. There is also a comments section available for capturing any valuable notes. 

Patient Opt-In to Virtual Visits

1. Go to Patient → Profile Tab → Contact section.

2. If the Patient’s phone number is not entered, enter the phone number for Phone or Alternate Phone the virtual video SMS message should be sent. 

3. Look to the Virtual Care Preferences section and select the preferred language of the Patient.

4. Under the Virtual Visit Settings, toggle the Opt-In slide button.

5. When finished, scroll down the page to click SAVE. 

6. An opt-in message will be sent to the phone (or alternate phone). "Welcome to SureAdhere. Reply with '333' to confirm this number to receive Reminder SMS from us. Reply '666' to opt-out of SMS to this number."

7. Patients will need to reply 333 to the message to receive reminders.

Schedule a Virtual Visit

1. Go to Patient → Profile Tab → Communications Tab

2. Select ‘Schedule Virtual Visit’.

   1. A modal will open to select and schedule a date for a Virtual Visit, indicating the Date, Time, and Duration of the visit.

   2. Click ‘Save’.

3. The scheduled Virtual Visit will then appear on the page.

4. The Patient will automatically receive an SMS notifying them of the upcoming visit via the secure SMS Messaging feature. This is immediately after the Virtual Visit has been scheduled.

   This message is viewable in the ‘Patient Chat’ modal on the ‘Communications’ page.

   1. Click the message to view additional details such as time stamp and status of delivery.

5. The details of the scheduled Virtual Visit are also viewable on the Patient's adherence calendar on the ‘Adherence’ page.

6. The Patient will receive the link to the Virtual Visit 30 minutes prior to the scheduled time.

Resend Virtual Visit Link

1. Go to Patient → Profile Tab → Communications Tab

2. In the event that the Staff needs to resend the Virtual Visit link, click the ‘Send Link’ button.

   1. The system will automatically send the link via the secure SMS Messaging feature.

Edit a Scheduled Virtual Visit

1. Go to Patient → Profile Tab → Communications Tab → locate the scheduled visit to edit.

2. Select the ‘Edit’ icon.

3. The ‘Schedule a Patient virtual visit’ modal will open.

4. Select the new Date, Time, and/or Duration.

5. Click ‘Save’

6. The Patient will automatically be notified of the change via the secure SMS Messaging feature.

7. The new detail will be displayed in the adherence calendar on the ‘Adherence’ page.

Cancel a Scheduled Virtual Visit

1. Go to Patient → Profile Tab → Communications Tab → locate the scheduled visit to cancel.

2. Select the ‘Cancel’ icon.

3. The ‘Cancel scheduled virtual visit’ modal will open.

4. Provide a reason for cancellation in the text box.

5. Click ‘Save’

6. The Patient will automatically be notified of the cancellation via the secure SMS Messaging feature.

7. The Virtual Visit event will be removed from both the ‘Communication’ page and the adherence calendar on the ‘Adherence’ page.

8. The reason for the cancellation is displayed in the comments section of the ‘Adherence’ page.

Virtual Visit Functionality

Start a Virtual Visit

1. Go to Patient → Profile Tab → Communications Tab

2. Click the ‘Start Virtual Visit’ button.

   1. The Virtual Visit Video Call modal will open.

   2. The camera and microphone will automatically be activated.

Patient using SMS link received on their Phone:

1. Patient navigates to the SMS containing the Virtual Visit link.

2. Clicking the link highlighted in blue will launch the browser on the device.

3. The browser will request audio and video permissions during the initial Virtual Visit. For subsequent visits the camera and microphone will activate automatically.

4. Two windows will appear in the Virtual Visit Video Call modal when both parties have joined the video call. The Staff and Patient will be able to see each other in these windows.

Record a comment while on a Virtual Visit

1. During the Virtual Visit, find the Notes window in your meeting modal.

2. Type your comment into the ‘Notes’ text box.

   1. Type as many lines as required during the Virtual Visit.

   2. Adding a comment auto-populates the dose details for the day - it is best practice to prefix comments with something like: “Comment from Virtual Video Call with Staff xxxx: <the comment>”

   3. Click the ‘Submit’ button to save all the comments recorded, which will also end the call.

Leave a Virtual Visit

1. Once the Virtual Visit is concluded…

2. Staff should always use the Submit Review button to leave the call.

In App Messaging

Overview

In App messaging allows the staff and patients to communicate in real time via text messages between the patient's mobile application and the staff’s Client Management System.

The Patient must Opt-in to chat

1. The patient must give consent to chat via In App Messaging. This can only be done on the patient mobile device when they click on the Messaging button, and it asks the patient to opt in.

2. If a patient has opted in, the provider will see the toggle on the patient profile screen in Virtual Care preferences.

   

3. Once the patient has opted in, the send button on the Communications Tab will be enabled for the staff to send messages to the patient.

   

Chatting with patient

The staff will see patient communication on the Communications tab, where they can send messages directly to the patient mobile application.

Delivery Status

1. The patient Communications tab has a Patient Chat box. Clicking on a message will show delivery status. The delivery status is not shown unless the message is clicked on.

2. When the patient sends a message back to the provider, the message will show in the Patient Chat box. Note that this might not be immediate and can take a few seconds to be shown.

3. The delivery statuses are: Delivered and Not Delivered.
   

   

When the Patient Opts out of In App Messaging

1. If the Patient opts out of In App Messaging, the In App Messaging Settings will automatically toggle to off in Patient’s Virtual Care Preferences on the Profile tab. Note: when opting out the patient chat history will not be retained.
   

   

If the Patient uninstalls the mobile app and re-installs again.

1. Uninstall of the app clears all data from the phone, all historic messages.

   1. So if patient re-installs the app on their device, they will not see historic messages

   2. The web app will still show the patient as opted in to In App Messaging (this will need to be fixed in future)

2. If the patient installs the app again, the patient will again asked if they wish to opt-in for ‘In App messaging’. Patient’s response will update CMS Virtual Preference Patient’s In App Messaging Settings.

If the Patient was offline and then goes back online

1. If the patient was offline for a day and back online, unsent messages from the mobile app will be sent.

2. Likewise, the Provider messages, sent while the patient was offline, will now be seen.