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Platform One Reminders+™ Self-Guided Instruction

Have a question about Reminders+™ or need a visual to assist you with navigating this rockin’ new feature?

We have prepared step-by-step instruction to walk you through the service, including detailed screen shots.

For additional assistance, check out our FREE training video, reference our FAQ for Platform One Reminders+ , or contact tops support at +1 770.627.2527.

Below is Documentation for the Feature, Reminders+™

Platform One Reminders+™ Features

  • Custom Reminders by Appointment Type
  • Post-Appointment Surveys
  • Review Generation

Custom Reminders by Appointment Type

  1. On the Menu Bar, click Comm->Appointment Reminders.
  2. After the Reminders window opens, click the Settings tab
  3. Enter your topsOrtho password when prompted.
  4. Click the Reminders tab in the top left of the open window. The Reminders tab will be highlighted in magenta.
  5. A new window will open to customize the the appointment reminder name and settings.
  6. Name the new Custom Reminder under Slider Name.
  7. In the All Appointment Types box, click on the appointment type(s) you wish to have included in the Custom Reminder. Verify you have selected the correct Appointment Types by reviewing your selections in the Selected Appointment Types box. Remove any unwanted Appointment Types by clicking the “x’ in the top right corner of the individual Appointment Type.
  8. Click OK to save.
  9. Drag the slider to the time frame you want the reminder to be sent.
  10. Customize the Custom Reminder email or text reminder body and click Save.

Post Appointment Survey and Review Generation

You can now send Post-Appointment Surveys via email or text to allow patients to evaluate their experience with the office. Patients can provide feedback directly to the office, post reviews through provided Social Links or both! Here’s how:

Step 1: Assign Appointment Types and Settings

  1. On the Menu Bar, click Comm->Appointment Reminders.
  2. After the Reminders window opens, click the Settings tab.
  3. Enter your topsOrtho password when prompted.
  4. Click the Reviews tab in the top right of the open window. The Reviews tab will be highlighted in magenta and the Post Appointment Reviews window will be visible.
  5. The time frame in which the initial request is sent to the patient is set to 24 hours after the appointment has been completed.
  6. Under Active Settings, identify if you want the initial request to be sent via email, text or both by sliding the toggle(s) to the right.
  7. Click Choose Appointment Types to identify which specific appointment types should receive post appointment surveys following the completed appointment. If you prefer to send post appointment surveys following all completed Appointments, select Add all types.
  8. Optional –  Choose an office Location and enter the associated Social Links of that location to allow patients to post their reviews. If one location has a social media link, any additional locations for the practice must have a social link of the same type.
  9. The ? displays helpful information to ensure Social Links are entered correctly.

Step 2: Customize Initial Request Emails and Texts

Initial Request Email and Text – Post Appointment Survey

The Initial Request Email or Text, whether sending one or both, is sent 24 hours after the identified appointment type(s) has been completed. The message sent will request a post appointment survey from the patient regarding their recent experience. A patient will be able to provide a thumbs up, thumbs down, 1-5 stars and optionally, a review on a social media site.

To compose the Initial Request Email: 

  1. Within the Post Appointment Review window, scroll to the middle portion of the window.
  2. Click on the EMAILS tab.
  3. Enter a custom subject line for the Initial Request Email (i.e How was your experience?)
  4. Customize the email body, using placeholder variables to further populate your email.
  5. Refer to the ? in the top right corner of the Reviews tab for assistance with available variables to include.
  6. Add Thumbs Up, Thumbs Down or Stars tags to the email body.*
  7. If you do not want to send a Follow-up Email request, add the placeholder variables of your Social Links to the body of your Initial Request Email.
    • @location_facebook_url
    • @location_google_url
    • @location_yelp_url
  8. Click the blue Save button.

*Note: Responses and Comments are not recorded or sent to the office if the thumbs or stars icons are not included in the Initial Response email. One of the following must be included:

    • @thumbs_up_thumbs_down
    • @stars

To compose the Initial Request Text:

  1. Within the Post Appointment Review window, scroll to the middle portion of the window.
  2. Click on the TEXTS tab.
  3. Customize the body of your text in the Initial Request Text box.
  4. Customize the text body, using placeholder variables to further populate your text.
  5. Refer to the ? in the top right corner of the Reviews tab for assistance with available variables to include.
  6. If you do not want to send a Follow-up Text, add the placeholder variables of your Social Links to the body of your Initial Request Text message.
    • @location_facebook_url
    • @location_google_url
    • @location_yelp_url
  7. Click Save

*NOTE: Patients can respond with a Yes, No, Thumbs Up, or Thumbs Down emoji and add comments to the Initial Request Text.

WebPage

The webpage displays a message to the patient based on the submission of Thumbs Up, Thumbs Down, or Stars in response to the Initial Request Email. Thumbs-Up and/or 4-5 stars are defined as Positive Reviews and Thumbs Down and/or 1-3 stars are defined as Negative Reviews.

The text on the webpage is static and cannot be changed. The patient can enter comments on the webpage and click Submit to have comments sent directly to the office. The office can view Comments submitted by the patient in the Messages Inbox of the Reminders. If applicable, the patient also has the option to click on any of the Social Links available to create a review.

Step 3: Customize Followup Email and Text

Followup Email and Text – Thank you and Review Request

If Social Links were not included in the Initial Request Email or the Initial Request Text, a follow-up message will automatically be sent to the patient. The Follow-up Email and Follow-up Text can serve as a thank you or acknowledgement that the review has been received, and can optionally include Social Links for patients to leave a more detailed review on the social media sites identified by the practice.

  1. To compose the Follow-up Request Email within the Post Appointment Review window, scroll to the lower portion of the window.
  2. Click on the EMAILS tab.
  3. Enter a custom subject line for the Follow-up Emaill (i.e. Thanks for reviewing us!)
  4. Customize the body of your Follow-up Email, using placeholder variables to further populate your email.
  5. Refer to the ? in the top right corner of the Reviews tab for assistance with available variables to include.
  6. Add Social Links.
    • @location_facebook_url
    • @location_google_url
    • @location_yelp_url
  7. Click Save.

Note: The Initial Request Email asks the patient to select a Thumbs Up, Thumbs Down, and/or Stars. The selection of any combination of these icons triggers the Follow-up Email AND redirects that patient to a webpage simultaneously.

To Compose the Follow-up Text

The Follow-up Text sends a text to the patient immediately following the submission of Yes, No, Thumbs-up emoji, or Thumbs-Down emoji in response to the Initial Request Text.

  1. Within the Post Appointment Review window, scroll to the lower portion of the window.
  2. Click on the TEXTS tab.
  3. Customize the body of your Follow-up Text, using placeholder variables to further populate your text.
  4. Refer to the ? in the top right corner of the Reviews tab for assistance with available variables to include.
  5. Click Save.

Instant Post Appointment Survey and Review Requests

Want to send a post appointment survey and review request prior to the 24 hour automated request? You can do that! Here’s how:

  1. On the Menu Bar, click Comm->Appointment Reminders.
  2. After the Reminders window opens, click the Schedule tab.
  3. Click on the Request Review ellipsis.
  4. Select the Request Review preferred communication – Email or Text.
  5. The post appointment survey and review request will be sent instantaneously.

Note: Requesting an instant review request to be sent from the Schedule tab will override the automated Initial Request Emails and/or the Initial Request Text. Only one request can be sent to the patient.

Additional Resources

FAQ for Reminders+™: To access our Frequently Asked Questions for the new Platform One Reminders+
feature.
FREE Training Video for Reminders+™ : To access a helpful training
video on how to use Reminders+
FAQ Platform One Appointment Reminders: To access our Frequently Asked Questions for the
Platform One Appointment Reminders service, please click here.