📨Touchpoint Tools

See what's new in touchpoints, appointment journeys, appointment booking and campaigns.

May 2024

Updated Users List

Release date: 22/05/2024

Update

Clinic Managers (or those with Admin privileges on Mikata) can now search users by their name and filter by the status of the user.

If you are an integrated Scribe customer, you can view both Scribe users ("Provider") and regular Mikata users ("Staff").

To learn more about our Scribe feature, please click here.

How it works

1. Click the gear icon on the left side of the Mikata dashboard > Settings > Users

2. To filter the type of provider, click "All Types" and select the filter you would like to use.

Note that no users will be shown under the "Provider" filter if you do not use the Mika Scribe tool.

3. To filter the status of users, click "All Active". The drop-down menu will show all statuses that a user can have.

Active: The user is active on Mikata

Awaiting Password Reset: The user has been sent a password reset link

Deactivated: The user no longer has access to Mikata

Invite Expired: The user has not activated their Mikata account within 3 days

Invite Failed: Something went wrong with sending the invite email to user

Invite Sent: The user has been sent an activation link for their Mikata account

Locked Out: The user has incorrectly entered their password more than 5 times

Not Invited: The provider has not been sent an email to create a user account

Password Reset Failed: Something went wrong when the user was resetting their password

4. To search for a user, select the "Search a user" box and search by name.

5. To add a new user, click "Add Staff". Enter a unique email that is accessible only by the user being added.

6. To reset the password for an existing user, click on the user and select "Reset Password" next to the email.

April 2024

New 'On hold' Appointment Status

Release date: 29/04/2024

Update

We've added a new Appointment Status option:

Changing the status of an appointment to 'On hold' in Mikata, will pause Mikata touchpoints from being sent to the patient for this specific appointment.

To resume touchpoint notifications, simply change the status back to 'Pending' or 'Staff contacted'. Any touchpoints the patient would have received while 'on hold' will NOT be sent, even when the status is changed back.

Please note: Patients will NOT receive any notifications about the status being changed.

To read more about Appointment Statuses, click here.

Example

A clinic has 7- and 2-day touchpoints for an appointment, and changes the Appointment Status to 'On hold' 8 days before the appointment, then switches the status to 'Pending' or 'Staff contacted' 4 days before the appointment.

This patient will ONLY get the 2-day reminder because their appointment status was on hold when the 7-day touchpoint was supposed to be sent.

Patient Preferences - Unsubscribe/Resubscribe

Release date: 11/04/2024

Update

With this update, users will be able to unsubscribe and resubscribe patients into Mikata notifications.

To unsubscribe or resubscribe a patient to notifications, find an appointment for that patient and open the appointment details page. Contact preferences are listed in the bottom left corner.

To unsubscribe a patient, toggle the switch off next to their contact method (I.e., SMS, Email, Voice).

IMPORTANT: Mikata will send a notification to every contact method that has a green checkmark. Depending on your account preferences, you may need to turn off more than one method.

Please note: Patients can also unsubscribe and resubscribe into notifications themselves. For more information click here.

Account preference examples

Based on your account preferences for sending touchpoints (i.e. SMS only, SMS preference, SMS & email, etc), you will have different contact preference options.

The images below show a patient that has been unsubscribed from SMS notifications:

Example 1:

This image shows an account with SMS only. When the patient is unsubscribed from SMS notifications, they will not be sent notifications by email either.

Example 1

Example 2:

This image shows an account that is either SMS preference or SMS & email. When the patient is unsubscribed from SMS notifications, they will still be sent notifications by email.

To prevent the patient from receiving any type of message, simply toggle the switch next to the patients email as well.

Example 2

A patient will only receive touchpoints if they have a checkmark next to one of their contact methods.

Improved Appointment Hub Links

Release date: 12/04/2024

Update

For privacy and security reasons, Mikata appointment hub links expire after 8 days.

This new feature enables patients to automatically send themselves a new link to review important information before their appointment. This may include: location/ parking information, preparation instructions, information collection chats, etc.

Why did we make this: Patients’ whose appointments were booked more than 8 days in advance were experiencing expired links, blocking them from accessing important information and tasks in their appointment hubs. As a result, clinics experienced increased phone calls from these patients.

Now patients can automatically send themselves a new link until the date of their appointment. This is especially relevant for specialty and imaging clinics which often book patients weeks and months in advance and have prep and other tasks for them to complete before their appointments.

How it works

1. If a patient clicks on an expired link, they will be allowed to send themselves a new one.

2. The new link will be sent to the patient through an additional touchpoint. The link will include all of the information that would have been in their expired link.

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March 2024

What happened here?

Patient-Appointment Timeline

Release date: 21/03/2024

Update

We've added a new update that will allow you to see when changes are made to a patient's appointments, online requests or demographics.

This includes changes to:

• Patient information (e.g., contact information)

• Patient permissions (e.g., opting in or out of receiving messages)

• Appointment date & time, reason, or location

• Assigned user

• Appointment booking status (e.g., 'Ready', 'Booked', 'Not a request', etc.)

Appointments - Try it out!

To see the timeline of changes for an appointment:

1. Go to the Appointments dashboard and open the appointment details page for an appointment.

2. Select 'Timeline'.

3. Scroll to see all changes, use the Oldest to Newest or Newest to Oldest to sort the timeline or use 'Command + F' to search.

Appointment Requests - Try it out!

To see the timeline of changes for an appointment request:

1. Go to the Appointments Requests dashboard and open the appointment request details page for an appointment.

2. Select 'Timeline'.

3. Scroll to see all changes, use the Oldest to Newest or Newest to Oldest to sort the timeline or use 'Command + F' to search.

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February 2024

Search by EMR Appointment ID

Release date: 09/02/2024

Update

You can now search for an appointment by entering the EMR Appointment ID or Accession Number on the Appointments dashboard. 🔍

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November 2023

Removing the 'include missed' upload button

Release date: 30/11/2023

Update

For all unintegrated clinics, we're removing the ‘Include missed’ button when uploading your appointments CSV files.

Our ‘Include missed’ feature is sunsetting as our system is more resilient and can accept a larger volume of appointments than just 7 days out.

Our recommendation

We recommend setting your CSV export start and end date 14-21 days out from the time of your upload instead of 7 days (as was previously recommended). This will allow Mikata to be more up-to-date with your appointments and align with your schedule ahead of sending out reminders, such as the 7-day reminder.

Using a wider range of dates will also help the cases where the clinic is not open for the day and your team does not upload.

Send an appointment request as a direct message

Release date: 09/11/2023

Update

For clinics with appointment booking, the appointment requests page has a new feature!

We now support the ability to send a direct message to patients with a link to book an appointment or upload images and forms.

There are two main use cases for this:

1. A patient is on the phone trying to book their appointment and you need them to upload a form (e.g. requisition) or image (e.g. photos of areas of concern). Solution: You can use the ‘Send Request’ button to send the patient a link to upload the info you need.

2. You have a busy reception and a patient was unable to book their next appointment (in-person or over the phone). Solution: When you have a moment, you can use the ‘Send Request’ button to send the patient a link to an appointment request chat, where they can book their appointment.

How it works

On the Appointment Requests page, click ‘Send Request’.

Select the template you want and fill in the patient's phone number or email address.

Click ‘Send Appointment Request Direct Message’. The patient will receive the message instantly and can begin filling in their appointment request.

Try it out!

You can send yourself an appointment request by adding your phone number/email into the Appointment Request Direct Message.

Please note: If you fill in the booking chat and submit it, it will create an appointment request in Mikata. To avoid this either:

• Do not submit the booking request

• Or submit the request, then change the status of the booking to ‘not a request’. This will archive the fake request.

Tips & tricks

Clicking the refresh button will trigger an instant refresh of the appointment requests table with current filters still applied. As soon as the patient fills in the form you can instantly reload the appointment requests to see the patient’s response.

Note: The table automatically refreshes every 30 seconds.

If you want to add or change an appointment request template, submit a help request here.

Assign appointment requests to other users

Release date: 09/11/2023

Update

For clinics with appointment booking, the appointment requests table has a few new improvements.

We now support the ability to assign an appointment request to users other than yourself. The images below show the old and new 'Assigned to' columns on the Appointment Requests page:

Try it out!

To assign an appointment request, simply click the dropdown for any request under the ‘Assigned to’ column to view a list of active users in your organization. Clicking any of the users will assign the appointment request to them.

Tips & Tricks

1. Filter by assignee

To make it easier to organize the table with these changes in mind, we’ve also added the ability to filter the table by assignee. Simply click the dropdown to display a list of users to filter by, and click the individual users to select them.

Once happy with the selection, clicking the ‘Apply’ button will cause the table to refresh with the filters applied.

Note: You can filter for multiple users, if needed.

2. Refresh the table

If you need to refresh the Appointment Requests table click the refresh button (shown below). This will trigger an instant refresh of the appointment requests table with the current filters still applied. Although the table already refreshes every 30 seconds, this button was added for those who prefer a more immediate response.

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October 2023

Cancelling and rescheduling appointments

Release date: 20/10/2023

Update

Mikata has changed the way patients cancel and reschedule appointments. Before, when a patient went to cancel or reschedule their appointment, the only options were ‘Confirm’ or Reschedule’. In this update, patients will now see the options to ‘Confirm’ or ‘Request to cancel or reschedule’ their appointment:

Try it out!

Want to test this out yourself? Send yourself a paper airplane from the Appointment Journeys page on Mikata - visit the Appointment Journey Details page to find out how to do this.

Please note: for appointments with restrictions on the amount of time before an appointment that patients can cancel or reschedule, the ‘Request to reschedule/cancel’ option will not show up if the test appointment is less than 24 hours away.

Resources for patients

Download the pdf below and share it with your patients.

2MB

How to cancel or reschedule an appointment.pdf

pdf

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If you have any questions about these changes, send us a help request.