Customer communications log

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Development Project Status: Completed

Total cost estimate (ex-Tax): 
$6130
Due date for completion of this stage: 
24/07/2015
Release: 
1.9
Current Percentage Funded: 
100.00%
Project funding: 

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Project description: 

This project will provide support to log customer communications, both automatically and manually, and allow this log to be queried.

It will replace the existing Notes tab, under Customer -> Notes & Alerts. Existing notes will be migrated.

The following information will be logged:

  • the date/time that the communication occurred
  • the type of the communication. One of:
    • phone
    • SMS
    • email
    • mail
    • note
  • the customer
  • optional patient
  • the reason for the communication e.g. reminder, surgery followup
  • the communication address i.e. the phone number, mailing address, or email address
  • optional description
  • optional notes
  • the practice location
  • the author (i.e. the logged in user)

For emails and SMS, the content will be logged.

A log will be created automatically under the following circumstances:

  • when a reminder is emailed, SMSed or printed during reminder generation
  • when a customer is sent an ad-hoc SMS
  • when a customer is sent an email
  • when someone other than the customer is sent an email, regarding the customer's patient e.g. for a referral

User Interface

Communications Log

The existing Notes & Alerts workspace will be renamed to Communications, and the Notes tab renamed to Communications. The Alerts tab will be retained.

The Communications tab will list log entries from newest to oldest in a table including:

  • Date
  • Patient
  • Type
  • Reason
  • Location
  • Address
  • Description

Selecting an entry will display the full log details in an area beneath the log table.

New, Edit and Delete buttons will be provided. These will be subject to the usual archetype security permissions.

Display Criteria

By default, all log entries will be displayed.

Log entries may be filtered on:

  • Date range
  • Patient
  • Type

Customer Summary Hyperlink

A Communications hyperlink will be added to the customer summary to display the Communications tab.

Automatic Logging

Reminder Generation

A log will be created for each reminder that is emailed, SMSed or printed by Reporting -> Reminders -> Send All.

No log will be created if the reminder is listed to be phoned, or exported.

The log will include:

  • Date: the date/time the reminder was generated
  • Type: one of Email, SMS, Mail (for printed)
  • Customer: the owner of the patient
  • Patient: the patient linked to the reminder
  • Reason: Patient Reminder
  • Address: the customer email address, phone number, or mailing address
  • Description: the reminder type and count
  • Location: the practice location where the reminder was generated
  • Author: the logged in user

Customer Emails

If an email is sent to a customer, initiated from the customer summary or contacts, a log will be created with:

  • Type: Email
  • Reason: Ad-hoc email
  • Patient: the current patient, or none if no patient is selected or doesn't belong to the customer
  • Address: the customer email address
  • Description: the email subject
  • Notes: a list of the names of any attachments
  • Location: the practice location where the email was sent from
  • Author: the logged in user
  • Content: the body of the email, excluding attachments

Emailed Customer Documents

If an email is sent to containing one or more customer document as attachments, a log will be created with: 

  • Type: Email
  • Reason: Forwarded documents
  • Customer: the customer the documents belong to
  • Patient: None
  • Address: the email address. This may not belong to the customer
  • Description: the email subject
  • Notes: a list of the names of any attachments
  • Location: the practice location where the email was sent from
  • Author: the logged in user
  • Content: the body of the email, excluding attachments

Emailed Patient Documents

If an email is sent to containing one or more patient document as attachments, a log will be created with: 

  • Type: Email
  • Reason: Forwarded documents
  • Customer: the owner of the patient
  • Patient: the patient the documents belong to
  • Address: the email address. This may not belong to the customer
  • Description: the email subject
  • Notes: a list of the names of any attachments
  • Location: the practice location where the email was sent from
  • Author: the logged in user
  • Content: the body of the email, excluding attachments

SMS

When an SMS is sent to the customer, initiated from the customer summary or contacts, a log will be created with:

  • Type: SMS
  • Reason: Ad-hoc SMS
  • Patient: the current patient, or none if no patient is selected or doesn't belong to the customer
  • Address: the customer phone number
  • Location: the practice location where the SMS was sent from
  • Author: the logged in user
  • Content: the SMS text

Configuration

Automatic logging will be enabled by a new Practice configuration option, Enable Communications Logging.

Archetypes

The following archetypes will be provided:

  • act.customerContactLog - contains the log details.

Where the email content is too large to fit in the 5000 character string limit, a document will be stored instead.

  • lookup.customerContactLogReason - the log reasons. The following will be provided:
    • AD_HOC_SMS
    • AD_HOC_EMAIL
    • PATIENT_REMINDER
    • FORWARDED_DOCUMENT

Migration

The existing:

  • act.customerNote instances need to be migrated to act.customerContactLog
  • lookup.customerNoteCategory need to be migrated to lookup.customerContactLogReason

Exclusions

  • No logging will be performed during statement generation
  • No reports will be provided as part of this project.
  • No support will be provided to print individual log entries

Comments

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Re: Customer communications log

For Email and SMS communications can we store the sms text/ email body as well.

For Reminders can we also recod the document template used. 

Not sure we need logging for Statements as these are recorded in the account. 

Re: Customer communications log

Cool... $600 pledged

Re: Customer communications log

Hi all,

Having a log for client communication both automatically and manually is a great idea. I believe it would be more practical though if the 'note' or 'log' is also visible under the patient record when appropriate because a lot of the communication is more likely to be relevant to individual patient medical record and would be unfortunate if omitted when printing patient medical record summary.

Regards,

Anthony (ActiVet)

Kind regards,

Anthony (ActiVet)

Re: Customer communications log

The log can't be displayed in the patient history summary, as they aren't associated with any particular Visit.

A Communication tab could be added to the Medical Records which displayed all those logs for the patient.

Re: Customer communications log

Thanks for your reply Tim! I was thinking that would be the case. In practical sense, it is important to keep a record of the client communication with the patient file so when we print the patient history, it would be all there. Currently, we are adding a visit to add notes about details of the communication no matter it was telephone, SMS or email. It is nice to have a communication log but I believe it would be more useful when linked to a patient visit.

Kind regards,

Anthony (ActiVet)

Re: Customer communications log

I tend to agree with Anthony. Insofar as communications should be visible in the medical history, but it should be easy to be able to select if they do/don't appear and if they do/don't print in the medical history.

In practice for us it means client communications currently appear in two places.

1) Medical history (most vet conversations)

2) Notes and Alerts (most reception communications).

I would prefer complete integration (i.e. new communication as opposed to new note). But even a tab in the edit visit area would be more useful.

Re: Customer communications log

What do you do if there is no current Visit for the patient?

Consider the following cases where a log will be created:

  1. when a reminder is emailed, SMSed or printed during reminder generation
  2. when a customer is sent an ad-hoc SMS
  3. when a customer is sent an email
  4. when someone other than the customer is sent an email, regarding the customer's patient e.g. for a referral

No. 1 includes a patient. No.s 2, 3 and 4 can include a patient. Where a patient is present, should the log of these appear in the patient Summary?

In all cases, there must be a Visit to add the log to. If none is available, a dummy Visit would need to be created, with Completed status, and the start and end time set to the current time. It would have one entry, the log.

 

Re: Customer communications log

Hi Tim,

I think it would make sense to add a dummy Visit for the communication entry whenever it involves a patient as it should form part of the patient record.

Kind regards,

Anthony (ActiVet)

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