Can't find the answers you're looking for? Request help from our outstanding Customer Success Specialists using the form below.

Have you forgotten your Mikata password?

Please read this article for how to reset your password:

When we're online

We're online Monday to Friday 8:30am - 4:30pm MT, excluding holidays.

When we're online, we will review and respond to your request by the end of the day.

If you mark your request as a critical issue, we will review and respond to your request within 15 minutes (Please note: Submitting a critical issue is like pulling the fire alarm 🚒 - only use it if the platform is completely unavailable or you're experiencing widespread disruption).

Otherwise

We will get back to you as soon as we're back online (i.e., the next business day). If you experience a critical issue when we're not online, you can call 877-749-3222 ext 1 to reach our after hours critical issue team.

Create your help request

The Dashboard and Quick Panel in the Inbox are designed to streamline your workflow, offering a clear view of all booking requests and task assignments. With these features, you can manage tasks efficiently without navigating away from your main interface.

Dashboard Overview

The Dashboard is the first place you'll see when you access the Inbox feature. It provides a summary of all tasks, neatly organized into actionable categories, such as:

1. Task Tabs

Tasks are divided into three sections to help you prioritize and track progress:

• To-do: Displays new and in-progress tasks.

• Done: Displays completed tasks.

• All: Displays new, in-progress, and completed tasks.

2. Search Bar and Advance Filters

Effortlessly refine your task list using the search bar or advanced filtering options:

• Search Bar: Search tasks by a specific word or phrase to quickly locate relevant items.

• Task Type: View tasks within a specific category (e.g., new, completed) or all tasks together.

• Assigned to: View tasks based on which team member is responsible.

• Advanced Filter: Set multiple criteria (e.g., booking type, location, reason for appointment, provider) to find tasks that match your needs.

3. Sorting Options

Sort tasks by different attributes to prioritize or organize your workflow more efficiently:

• Assignee: Organize alphabetically ("A to Z" or "Z to A").

• Task Status: Sort tasks from "New to Complete" or "Complete to New."

• Created Time: View tasks from newest to oldest or oldest to newest.

4. Bulk Selection

Select multiple tasks at once to assign them in bulk to specific team members, reducing the need for individual updates and streamlining your workflow.

5. Task Assignment

Assign tasks to clinic staff directly from the Inbox, enabling efficient handling of booking requests. You can assign or reassign tasks to different team members as needed.

6. Task Status Management

Update the status of tasks to reflect their progress. Tasks can be updated with the following statuses:

• Ready (New): Initial status for all new tasks.

• Waiting on Input: Indicates the request is in progress, but awaiting input from another team or member (e.g., triaging).

• Booked: Appointment successfully booked in the EMR/RIS.

• Auto Booked: The system automatically booked the appointment.

• Unable to Book: The task was reviewed but could not be completed.

• Insufficient Info: An appointment was booked, but a follow-up with the patient is required.

• Not a Request: The task was invalid or irrelevant (e.g., spam).

Once a task reaches a "completed" status (Booked, Unable to Book, Insufficient Info, or Not a Request), it moves from the To-do list to the Done list.

7. Row information

• Bulk Selection: Select one or multiple tasks for bulk action.

• Task Type: An icon that indicates the type of request (Appointment Request, Request with Times, Auto Book).

• Recipient: Displays the patient’s name, along with a green checkmark if the patient is verified.

• Assign to: Displays the clinic user assigned to the request. You can click this link to assign/unassign the task.

• Status: Displays the current task status, which could be new, in progress, or complete.

• Reason: Displays the patient’s reason for the appointment or request (e.g., reschedule/cancel).

• Task Details: Brief details about the task, such as location, time, provider, and booking status.

• Created at: The date and time when the patient submitted the request.

• View More: Opens the full task details page for further action.

Quick Panel Overview

The Quick Panel allows you to manage tasks without needing to leave the Inbox dashboard. By clicking on any task row, the Quick Panel will slide open, giving you instant access to key task information. This panel is designed to save time and reduce the need for navigating between pages.

In the Quick Panel, you can view:

1. View Task Type: Identify the type of request (e.g., booking request, follow-up).

2. Recipient and Created Info: See the patient’s name and the date/time when the request was created, along with the verified patient indicator.

3. Assigned Staff: See who is responsible for handling the task. You can click this link to assign/unassign the task.

4. Task Status: View and update the task’s current status (e.g., Ready, Waiting on Input, Booked).

5. Task Summary: Access key details like chat transcripts, patient information, and the request timeline.

6. View Full Task Details: Click to expand and see the complete task details page.

Automatically send patients information, and help them complete tasks at specific moments before, during, and after appointments.

Touchpoints start as a text or email message and include a link to the patient's online 'appointment hub'.

The hub enables patients to securely view information, take actions (e.g., confirm, request to cancel/reschedule, check-in), and complete tasks (e.g., prep instructions, fill in forms).

There are 4 types of automated touchpoints:

1. Reminders

   • In this touchpoint, patients will receive an automated reminder about their appointment.

2. Check-ins

   • In this touchpoint, patients receive a notification before the appointment asking them to check in.

3. Follow-up

   • In this touchpoint, patients receive a follow-up message after their appointment.

4. Booking notifications

   • In this touchpoint, patients receive a booking confirmation message for their appointment.

Configuring touchpoints

You can customize:

1. When a touchpoint is sent:

   • Upon booking

   • X days, hours, minutes before the appointment

   • X days, hours, minutes after the appointment

2. What the text/email says:

   • NOTE: Text messages are limited to 160 characters

3. What information the patient can view on the hub:

   • Patient first name

   • Date, time

   • Location name

   • Location phone number

   • Location address

   • Policies

4. What actions and tasks the patient can complete on the hub:

   • Confirm, request to cancel/reschedule, check-in

   • Preps, forms, etc.

Creating appointment journeys

An appointment journey consists of one or more automated touchpoints, triggered by the appointment's location, provider, and/or reason.

Appointment journeys enable you to create highly customized experiences for patients, ensuring they receive just the right information at just the right time.

For example, you could create a journey for new patients that includes a new patient intake form in their pre-appointment touchpoints and a follow-up satisfaction survey with a prompt to rebook in a post-appointment touchpoint.

Or, for patients with mental health appointments, you could configure pre-appointment touchpoints that include mental health questionnaires (e.g., PHQ-9, GAD-7), and post-appointment touchpoints that include follow-up questions about their symptoms and progress.

The possibilities are endless!

By default, patients are enrolled in a base (i.e., default) journey for your clinic unless their appointment location, provider, and/or reason triggers another journey.

For more information about appointment journeys and automated touchpoints visit the Appointment Journeys section.

Include as much detail as possible, especially for a suspected bug

• What were you trying to do? What did you expect to happen? What have you tried to troubleshoot already?

If the issue relates to specific appointment(s), include the appointment ID

• The appointment ID can be found in the top left hand corner of the appointment details page.

• Alternatively, you can send us the appointment details (appointment type, date, time and provider).

Critical issues trigger a critical response from our team

• Only mark an issue as critical if you cannot access the app at all and/or are experiencing a widespread outage or disruption.

Mikata is a patient-friendly automation platform that simplifies the way you interact with your patients and complete tasks related to their care. This means less work, stress, and burnout for you, and happier patients.

Quick links

Mika Scribe

As you may have noticed, we’ve added a new product to our articles and guides: Mika, your AI Scribe by Mikata Health .

Interested in learning more? Visit the guide below:

An example of an automated reminder touchpoint is shown below:

1. Text message: The patient receives a text message about their appointment with a link to their appointment hub.

2. Appointment hub: When the patient opens the link attached to the text message, they will be taken to the appointment hub. Here they can view information about their appointment, complete any forms, read instructions, and confirm or request to cancel/reschedule their appointment.

3. Chat form: If the patient has any forms to complete, they can complete a chat to collect information for their appointment.

Appointment Hub

The appointment hub is where patients can view information about their appointment, complete any forms, read instructions, and confirm or request to cancel/reschedule their appointment. The hub is completely customizable to your needs.

There are 3 sections of the appointment hub:

Appointment

The appointment section includes basic information about the appointment. This can include the date, and location for the appointment, as well as the patient name.* The appointment section is also where patients confirm or request to reschedule/cancel their appointment.

*We know that sometimes having the same phone number for multiple patients can cause confusion about who the appointment is for. That's why we've included the ability to add the patient name to the appointment section of the hub!

By default, this feature is deactivated in our system until we have explicit consent from the clinic to include a patient's first name.

Your Tasks

This section is where you can include any instructions, forms, or tasks that you want patients to complete before their appointment.

Once the patient has looked through the tasks, the appointment hub will update to show "Completed".

More Details

When the patient scrolls down in the appointment hub, they will be able to see more details. This section can be customized to include any information that may be helpful for patients.

For example, we can customize this section to show specific information about parking instructions, location details, or if it's a phone call appointment, we can let patients know to be in a quiet area.

This section covers the basics of using our app. Whether you are a first-time user or managing multiple accounts, this section will guide you through the essential tasks needed to get started and maintain your account effectively.

What's Inside:

1. Account Settings Learn how to securely log in, reset your password, and enable two-factor authentication (2FA) for enhanced security. This section also includes troubleshooting steps for common login issues.

2. Navigating the App Find your way around the app's interface with tips on accessing key features, managing your workflow, and customizing your dashboard.

3. User Management Understand the different user types, how to add new staff to your organization, and how to deactivate or change staff roles. This section provides a comprehensive guide to managing your team effectively.

Each topic is accompanied by step-by-step instructions and visuals, including screenshots, to ensure you can easily follow along and complete tasks.

The only patient-initiated touchpoint is appointment booking requests.

How do appointment booking requests work?

Mikata offers the ability for patients to request/book their appointments online. Patients will access a booking chat and respond to questions about their appointment (e.g., what are you booking the appointment for?). Chats can be customized to include different questions based on the patient's responses. For example, if a patient is booking an appointment for an office visit they will enter a different chat flow than a patient booking for a mental health follow-up.

There are a few ways to give patients access to the booking chatbot:

• A QR code that patients can scan to access the chat.

• A widget that can be attached to your website for patients to click on and access the chat.

• A link to the booking chat, which patients can request by texting your clinic's designated Mikata number.

The patient can access the chat and enter the information that you need to book their appointment.

Types of appointment booking chatbots

There are 3 different types of booking chatbots available in Mikata:

1. Basic appointment requests

   • The patient selects a general day of the week and time of day (am or pm) that works best for them. Your team then reviews the request and books the patient into the EMR based on their preferences (if possible).

   • Mikata's basic appointment requests are a default in the booking chatbot. If a patient is completing an advanced request or autobooking and they are unable to find a time that works for them, they will be bumped into a basic appointment chat.

2. Advanced appointment requests

   • The patient selects up to 5 specific days and times for their appointment. Your team then reviews the request and books the patient into the EMR based on their selections (if possible).

3. Autobooking

   • Autobooking enables patients to select an appointment time from available times in your EMR schedule, and then book their appointment directly into your EMR schedule without requiring review or approval from your team.

   • IMPORTANT: Depending on your EMR, autobooking will only work for patients who have an existing chart in your EMR. You can further restrict this to patients who have a primary provider designated in their chart. Patients who do not have a chart (or a primary provider, if you've added that restriction) will be redirected from autobooking to a basic appointment request.

For more information about appointment booking visit the Appointment Requests section.

There are 2 types of clinic-initiated touchpoints:

1. Direct messages

   • Clinic staff can send messages to patients directly through Mikata using this type of touchpoint.

   • These touchpoints can include instructions and forms, and can be based on a template or written from scratch.

2. Campaign messages

   • Clinics can send out custom messages to a list of patient using this touchpoint. Campaign messages can be used to share any number of updates including:

     • New doctors

     • New services

     • Vaccine availability

     • Doctors leaving

     • Last minute changes to care (e.g., appointment delays or cancellations due to weather or personal emergencies)

For more information about campaigns, visit the Campaigns section.

For more information about direct messages, visit the Appointments > Clinic-Initiated Direct Messages section.

How to Send a Direct Patient Message

Direct patient messaging allows clinics to send a message directly to individual patients in the Mikata dashboard. Basic messages have a character count of 160.

How to send a direct patient message

Step 1

Log in to the Mikata application and go to “Appointments” on the left side of the dashboard.

Step 2

To find a patient, enter their Personal Healthcare Number (PHN), name, or phone number/email in the search bar.

It is recommended to use the patient's PHN as different patients may have the same first and last name.

**IMPORTANT**

Mikata is able to search appointments as far back as when your account was activated and 10 years into the future.

Step 3

Once you've found the patient, click on the document icon on the right side of the page. This will take you to the appointment details for that patient.

Step 4

Click on the "Message Patient" button next to patient details.

Step 5

You can choose between sending a secure or basic message to the patient.

Secure Messages: Use this option when sending any personal health information to the patient. These messages are locked and require the patient to enter their Personal Health Number (PHN) to access the information. The message will expire after 8 days. In a secure message, you can select a template, write a message, attach chats (e.g., preps and forms), and upload attachments (e.g., prescriptions, requisitions, and results).

**IMPORTANT**

To use secure messaging, the patient must have a PHN, and the clinic must have this number on file to add it to the message. Mikata will not let you send a secure message without a PHN.

Basic Messages: Use this option for sending general information to the patient (e.g., clinic announcements, appointment cancellations). These messages do not need to be unlocked and do not expire. In a basic message, you can select a template, write a message, and attach chats (e.g., preps, forms). The character limit for basic messages is 160 characters.

Step 6

When you have finished writing your message, click the "Send Message" button located in the bottom right corner.

User Types

There are two types of users, staff and provider. The sections below explain what these user types are.

Staff User

Staff users can have an Admin status or a Basic status. Understanding the difference between them is crucial to ensure your team members have the right access. Below is a detailed comparison to help you identify the right user type for your staff.

Admin status (Clinic Manager)

Admin status is typically assigned to clinic managers or senior staff members. We recommend that each clinic has at least two Admin users for security reasons, in case one is locked out of their account. Admin users have the following abilities:

• Access to Patient and Appointment Information: View data from all clinic locations (with permissions), if the clinic has multiple sites.

• Analytics and Marketing Tools:

  • View the Analytics dashboard.

  • Access and share Appointment Request links via static link, QR Code, or Code Snippet.

• Upload Data & Campaign Management: Admin users can upload data into Mikata (e.g., CSV files) and independently create and send marketing campaigns.

• User Management:

  • Add or deactivate users.

  • Assign or adjust a user’s status (Admin, Basic, etc.) and manage location-specific permissions.

Basic Status

Basic status is given to staff members who require limited access to Mikata. They can:

• Access Patient and Appointment Information: View data only for locations they have permission to access.

• Limited Functionality: Basic users cannot upload data or manage users. They have restricted access to certain tools and features.

Basic + Upload:

This role is similar to the Basic status but with one key difference: they can upload data. Users with this status can:

• Upload Data: Upload CSV files or other data to send marketing campaigns, in addition to their Basic user permissions.

Provider User

Provider users will appear in the user table if their appointments are actively being displayed on Mikata's appointment page. This user type is specific to medical providers who are involved in patient appointments.

How to add a new staff user

Go to settings

Login to your Mikata app and click on the gear symbol on the left side of the main Mikata dashboard, then choose 'settings'.

Select 'users' and click the 'add staff' button

Switch to the 'users' page and click on the 'add staff' button in the top right corner of page.

Fill out the new user's information

Fill out the user information fields including first name, last name, email that will be used to access the account, their role, and the locations you would like them to have access to. When all the fields are complete, press the create user button.

You're done! The new user will receive an email inviting them to create a password for their account.

Tip: If your new user doesn't receive their email, ask them to check their SPAM folder.

How to deactivate a user

Mikata users with admin permissions (i.e., Clinic Manager) can deactivate users.

Go to settings

Login to your Mikata app and click on the gear symbol on the left side of the main Mikata dashboard, then choose 'settings'.

Select 'users' and find the user you want to deactivate

Click on 'users' at the top and select the name of the user to be deactivated.

Click "Deactivate user"

Once you are on the individual user's settings, click "Deactivate user" on the bottom left.

Settings -> Features Column

The Mikata automation platform integrates with your electronic medical record system (EMR, RIS, etc.) and simplifies the way you interact with patients - we call these interactions "touchpoints" and they come in three flavours:

1. 🧔🏻‍♂️ Patient-initiated touchpoints

2. Automated touchpoints

3. Clinic-initiated touchpoints

We also have a new tool that helps reduce the time and effort of charting for providers:

1. 🤖 Scribe

Click to read more about our Touchpoint tools and Scribe.

Logging into your Mikata account

You can find the Mikata app by opening your web browser and navigating to https://app.mikatahealth.com.

First-Time Login

Once you reach the login screen, enter the username and password you created when you were invited to the app.

How to Reset Password

If you've Forgotten Your Password

1. Go to the Login Page: On the login page, click the "Forgot Password" link.

1. Enter Your Email: A prompt will appear asking you to enter the email address associated with your account. After submitting, check your inbox for a password reset email.

1. Check Your Email: You’ll receive an email from us with the subject line "Reset Your Password". Open the email and click the "Reset Password" button.

1. Reset Your Password: You’ll be directed to a page where you can create a new password.

1. 2FA Authentication (if enabled): After entering your new password, you'll be prompted to verify your identity using your authenticator app. Enter the 6-digit 2FA passcode.

1. Confirmation: Once verified, your password is updated, and you can log in with your new credentials.

How to Change Your Password

1. Go to Settings: Log in to your account and navigate to the "Settings" menu.

2. Select Account Safety: Under the "General" tab, locate the "Account Safety" section and click "Change Password".

1. Enter Current and New Password: You’ll be ask to type in your current password and then create a new password.

1. Update Confirmation: After successfully changing your password, a confirmation message will appear.

1. Email Confirmation: You will receive an email notification confirming that your password has been updated.

Managing Passwords for Other Users (Admin Users)

Mikata users with admin permissions (i.e. Clinic Manager) have the ability to reset the password of other Mikata users.

If any Mikata users are locked out of their account, an admin user can complete the following steps to reset their password:

Go to settings

Click on the gear symbol on the left side of the main Mikata dashboard, then choose 'settings'.

Select 'users' and find the user who requires the password reset

Click on 'users' at the top and select the name of the user that requires the password reset.

Press the 'reset password' button

Once you are on the individual user's settings, click the blue 'reset password' button.

You're done! The Mikata user will receive an email to reset their password.

Two-Factor Authentication (2FA)

To enhance the security of your account, two-factor authentication (2FA) is now required by your organization. 2FA adds an extra layer of protection by requiring not just your password, but also a verification code generated by an authenticator app on your mobile device. Follow the steps below to set it up and secure your account.

How to set up 2FA and use an authenticator app

If your clinic has enabled 2FA, you’ll be prompted to set it up. Follow these steps:

Step 1: Download an Authenticator App in your phone

To get started, download an authenticator app such as Google Authenticator or Microsoft Authenticator on your mobile device. These apps generate time-based, one-time passcodes (TOTP) that are used to verify your identity during the login process.

You can find these apps on the App Store (iOS) or Play Store (Android).

• Google Authenticator: Available for both Android and iOS, it’s simple to use, and does not require an internet connection to generate codes.

• Microsoft Authenticator: Also available on Android and iOS, this app provides added features like cloud backup for your accounts and biometric security options.

Step 2: Scan the QR Code

Once you’ve installed the app, follow these steps:

1. Open the authenticator app on your mobile device.

2. Tap the “+” symbol to add a new account.

3. Scan the QR code that appears on your screen within the app.

Step 3: Enter the Verification Code

The authenticator app will generate a 6-digit code. Enter this code in the verification field in the app and click “Verify” to complete the setup.

Extra Account Protection: Download Recovery Codes

Save these codes in a safe place, both digitally and physically. Click the “Download Recovery Codes” button to save them to your device.

Once you have saved your recovery codes, click “Done” and your 2FA setup is complete!

Login in with 2FA

When logging in again into the Mikata app, you will be prompted to enter your 2FA passcode from your authenticator app. Open the app, retrieve the 6-digit code, and input it into the login screen to verify your identity.

Lost Access to Your Authenticator App?

If you lose access to your authenticator device, don't worry—you can use one of your recovery codes to regain access:

1. Click “Submit Recovery Code” on the login screen.

2. Enter one of your saved recovery codes to recover your account.

How to Change Your Authenticator App

If you need to change the authenticator app you're using, follow these steps:

1. Go to Settings within the app.

2. Under General, select Account Safety and click “Change Authenticator App.”

A message will pop up informing you that your old authenticator app will no longer work. To set up a new app:

1. Open the authenticator app of your choice.

2. Scan the QR code provided or enter the given code manually.

3. Enter the 6-digit code generated by the new app.

Once verified, a message will confirm that your authenticator app has been updated.

Confirmation of Account Safety

After successfully setting up your authenticator app, you’ll see a green checkmark in your Account Safety section, along with the date when 2FA was enabled. Your account is now fully protected.

What is Mika?

Mika an AI medical scribe that reduces the time and effort of charting. Mika listens to the conversation you have with your patient, using the microphone on your device, and uses AI to generate your encounter note.

Read more about Mika in our Mika Scribe Guide here.

Have 5 minutes?

Watch a quick demo below:

Is Mika safe?

Yes, Mika meets all provincial and federal regulations for protecting the privacy and security of your patients' personal health information.

Here’s what doctors are saying

“I used the Mikata scribe feature for all 23 of my patients yesterday and it worked perfectly! I am talking to Dr's about this feature because it is so awesome.”

“It is amazing in its accuracy.”

“I do really like the Mika scribe. It has made writing notes a lot easier.”

Get started with a 14-day free trial

Ready to get started?

Let’s reclaim your time!

Finding your way around

By default, you'll land in the Appointments section of the app. Use the menu bar on the lefthand side to navigate between sections of the app:

1. Appointments

2. Appointment Journeys

3. Appointment Requests

4. Campaigns

5. Analytics

   • For more information, please contact our sales team. Submit a help request here.

6. Settings

If patients have not completed their assigned tasks before the appointment, they can do this at the clinic by accessing the patient hub QR code.

Step 1

Ask the patient if they still have the automated text message or email sent by your clinic. If they do, instruct them to click the link and complete the assigned tasks.

Step 2

If the patient no longer has the automated message, open the Mikata application and go to the 'Appointment' section on the left side of the dashboard.

Step 3

Locate the patient's name on the appointment list and click on the document icon on the right side of the screen.

Step 4

You will now be in the patient's appointment details. Click on the “View Details” button on the left side of the page.

Step 5

A QR code will be available. Scan it using the patient's mobile device or a clinic tablet (if available). By scanning the QR code, the patient can complete their tasks while waiting for their appointment.

The Inbox feature is your centralized hub for receiving, managing, and organizing booking-related tasks submitted by patients through the appointment booking/request chat. This feature simplifies task management, allowing clinic staff to efficiently handle booking requests, update task statuses, and assign tasks to others with ease.

What’s Inside:

1. Learn how to navigate the Inbox dashboard and make the most of the Quick Panel for rapid task management. Quickly access essential information and update tasks without leaving the main view.

2. Get a complete overview of each task by exploring the Task Details Page. Understand how to access comprehensive task histories, view important details, and track task progress through detailed timelines.

3. Discover how tasks move through different statuses, such as "In Progress," "Booked," or "Unable to Book." This section also explains what happens when a task is completed and how it transitions to the "Done" section.

4. Discover how to send booking or appointment requests directly from the Inbox. This section covers how to utilize this add-on feature, simplifying the process of initiating patient communications or follow-up actions.

5. Understand the different types of tasks you’ll manage, from booking requests to follow-ups. This section breaks down task categories and explains how to handle each effectively to keep your operations running smoothly.

What are the benefits of the Inbox Feature

• Instant Access: View and update task details quickly without leaving the inbox.

• Quick Updates: Modify task information in real-time through the Quick Panel.

• Advanced Filtering: Use search and filter options to narrow down tasks and find relevant information faster.

• Task Management: Efficiently assign and track tasks, keeping your team informed and on top of bookings.

Currently, Mikata handles Booking tasks, allowing patients to request or book appointments online through an interactive chatbot. Clinics have three types of booking options to choose from, providing flexibility based on their needs:

1. Basic Appointment Requests

Patients select a general day of the week and time of day that works best for them. Your team reviews the request and manually books the patient into the EMR based on availability.

• Use case: Ideal for clinics where appointment scheduling requires more hands-on management.

• Fallback option: If a patient can't find an appropriate time in an advanced request or autobooking, or are not associated with an exisiting patient file, they will be redirected to a basic appointment request.

• Notifications: Required for this task type to keep both clinic and patient informed.

2. Advanced Appointment Requests

Patients select specific days and times for their appointment. Your team reviews the request and schedules the patient into the EMR, if possible, based on the chosen slots.

• Use case: Best for patients who prefer to choose exact times but still require confirmation from the clinic.

• Notifications: Required to update patients on their booking status.

3. Autobooking

Patients choose from real-time available appointment slots in your EMR and book directly into the EMR without requiring clinic review or approval.

• Use case: Perfect for streamlining appointment scheduling for exisiting patients in the EMR.

• Restrictions: Only available to patients with an existing EMR chart. Optionally, you can limit it to patients with a designated primary provider.

How does autobooking work for patients?

When a patient selects an autobooking appointment type during the chat, they are prompted to enter their personal healthcare number. Mikata checks to see if there is an existing chart in your EMR for that patient. If a chart is found, the patient sees available appointment times from your EMR. Once they select and confirm their desired appointment time, Mikata will book the appointment in your EMR. Upon successful completion of this process, the patient sees a booking summary.

If you have booking notifications on for autobooking, the patient will receive a confirmation message via SMS or email (including any prep instructions and/or forms you've attached to that touchpoint). After that, the patient will receive any other automated messages (e.g., reminders, check-ins, follow-ups) that are a part of their appointment journey.

Just like our advanced appointment request, if none of the available appointment times work, the patient can tap "No times work" in the upper righthand corner, and they will be redirected to a basic appointment request.

Are there any limits on how many appointments a patient can autobook?

Yes, a patient can only autobook one appointment per day. For parents and/or caregivers trying to book appointments for more than one patient, they must complete the chat using the personal healthcare number for the first patient, and then restart the chat and complete it using the personal healthcare number for the second patient, and so on.

How do I add autobooking to my appointment booking chatbot?

To begin, decide which appointment types should be autobooked and whether you want to further restrict autobooking to patients who have a designated primary care provider. Then, schedule a session with our Customer Success team to design your appointment booking chat and connect it with your EMR schedule.

Clicking the View icon at the end of a task row opens the Task Details Page, where you can access a comprehensive overview of the task. This page includes the full timeline of interactions, task status updates, and any additional information necessary for processing the request.

• Assigned & Booking Status: Displays which clinic user has been assigned to the task and its current booking status. Click the fields to update or change assignments or status directly from the page.

• Chat Summary: Displays key information submitted by the patient during the appointment request or booking process.

• Attachments: Shows any files uploaded by the patient (if available). You can download these files as PDFs. Note: Files are available for 30 days before they expire.

• Chat Report: A summarized version of the patient’s responses to follow-up questions or any other information provided during the booking chat.

• Chat Transcript: A complete record of all messages exchanged between Mikata and the patient, including automated messages.

• Timeline: A detailed log of changes made to a patient's appointments, online requests, or demographic information. You can scroll through the timeline or use sorting options like Oldest to Newest or Newest to Oldest. For specific details, use 'Command + F' to search through the timeline.

Send Requests (add-on)

If your clinic has this enabled, direct messages to patients are able to be sent with a link to book an appointment or to 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:

Select the template you want to send, fill in the patient's phone number and/or email address, and assign the task to yourself or someone on your team.

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

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

The Task Status and Progress section helps you understand how tasks move through different stages, from the moment they are created to their completion. Managing the status of tasks is key to keeping your workflow organized and ensuring that booking requests are handled efficiently.

Task Statuses Explained

Tasks in the Inbox can be assigned one of several statuses to indicate their current state. Here’s a breakdown of each:

• Ready (New): This is the initial status for any new task or booking request that comes into the system. It indicates that the task has not yet been processed or assigned.

• Waiting on Input: This status shows that the task is in progress but requires further input, either from another team, a patient, or external information (e.g., for triaging). The task will remain here until the needed information is provided.

• Booked: Indicates that the task was successfully completed, meaning an appointment was booked in the EMR/RIS without needing a phone call to the patient. Once marked as booked, the task moves to the Done list.

• Auto Booked: This status signifies that the request was automatically processed and booked successfully without manual intervention. Like "Booked," this moves the task to the Done list.

• Unable to Book: This status shows that the booking request was reviewed but couldn't be completed. For example, the patient couldn’t be reached, or the available times were unsuitable. The task is marked as complete and moves to Done.

• Insufficient Info: This status means the request was completed with some manual intervention required, such as contacting the patient to fill in missing details. Once finished, the task moves to Done.

• Not a Request: Indicates that the task was reviewed and determined to be invalid, such as spam or a mistaken submission. It is marked complete and moved to Done.

Task Progress Management

• To-do: When a new task comes in or is actively being worked on but hasn't yet been resolved, it stays in the to do category. Tasks can remain here while waiting for additional information or while being actively processed.

• Done: Once a task has been marked with a final status such as "Booked," "Auto Booked," or "Unable to Book," it is automatically moved to the Done section of the Inbox. These tasks are considered completed and no longer appear in the active task list.

• All: All tasks—whether open, in-progress, or completed—are located in the "All" section. This gives you a comprehensive view of every task's status.

Moving Tasks Between Statuses

You can manually update the status of a task as progress is made. However, switching a task to "Booked" will not automatically book the appointment; it simply marks the task as complete for tracking purposes.

Tasks that have moved to Done can be reversed by navigating to the Archive section and changing the status back to "Ready." This is useful if further action is required on a previously completed task.

Keeping Track of Progress

The ability to update and manage task statuses ensures that your team can always track what has been completed and what still requires attention. The clear distinction between "To-do," "Done," and "All" tasks helps streamline workflows and ensures that no task falls through the cracks.

1. Requests List

List of requests submitted by patients through appointment booking/request chat

Booked Statuses

You can change the status of the request by clicking on the status on the requests page or at the top of the request details page.

These statuses are only meant to be used to keep track of bookings - switching this status to "Booked" will not book the appointment. Once the appointment has been switched from "Ready" to any of the booked statuses, other than 'Waiting on input', it will move to the Archived section (this can be reversed by going into Archived and switching the status back to "Ready").

2. Requests Tabs

Separates requests by status

3. Request Details

4. Assignee Filter

Filter the Requests inbox by assignee(s). 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 ‘Apply’ will cause the table to refresh with the filters applied.

If you need to refresh the Appointment Requests table click the refresh button 🔄 . 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.

Send Requests (add-on)

If your clinic has this enabled, direct messages to patients are able to be sent with a link to book an appointment or to 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:

Select the template you want to send, fill in the patient's phone number and/or email address, and assign the task to yourself or someone on your team.

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

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

Where do I find appointment requests?

Patient appointment booking submissions are found on the 'Appointment Requests' page. Click the inbox icon from the menu bar on the left.

On the 'Appointment Requests' page you will see the list of patients who have submitted a booking request.

You can also subscribe to email notifications at any time to keep up to date with any appointment requests that require review.

How do I book the appointment once the patient has submitted their request?

Basic appointment

1. Go to appointment request details page

On the Appointment Request page, find the patient you want to book and click the document icon on the right. This brings you to the Appointment Request Details page, where you can see all information needed to book a patient for their appointment.

1. Using the summary information, book an appointment in your EMR

The appointment request details page has a chat summary and transcript.

To see a transcript of the chat, click the expand arrow, shown below.

Or scroll down to see a summary of responses.

You can click the 'Copy' button to copy the summary to your EMR.

Use the information collected to book an appointment for the patient in your EMR.

1. Change the status to 'Booked'

Once the patient is booked into the EMR, go ahead and change the booked status to 'Booked'. This will move the request into the Archived folder.

Advanced appointment

1. Go to appointment request details page

On the Appointment Request page, find the patient you want to book and click the document icon on the right. This brings you to the Appointment Request Details page, where you can see all information needed to book a patient for their appointment.

1. Selecting the patient

Once you are on the Appointment Request Details page, start by selecting the correct patient from the clinic's patient records (make sure to click patient's name in the grey box).

Checking for a Mobile Phone Number

In order for the patient to receive booked messages and reminders they must have an active email or mobile phone to receive reminder messages. Mobile numbers will appear with a green checkmark next to them (as shown below).

When phone numbers are not for mobile phones, a red exclamation mark will appear (as shown below).

1. Appointment reason

In the Appointment Request Details page, you can see the appointment reason that the patient selected in their booking chat. The clinic has the ability to modify the appointment reason, if necessary.

1. Appointment date and time

• For an advanced booking request, you can then select from the list of 5 preferred appointment times that the patient selected when they completed the chat. By having the patient select at up to 5 open time slots that work for them, the clinic user will have options when they book the patient's appointment time.

1. Review

A summary of the appointment details is then created to ensure that everything is 100% correct. If all of the details are correct, the appointment can be booked right in the Mikata app. Doing so will create the appointment directly in the EMR. At this point a booking confirmation message is sent to the patient informing them of their scheduled appointment time.

Reminder: if there is a red exclamation mark next to the phone number, the number input is a landline or not a real phone number.

1. Mikata automatically changes the status to 'Booked'

Once the patient is booked into your EMR, Mikata will automatically update the status of your appointment to 'Booked'. This will move the request to the Archived folder.

What happens after the clinic books the patient in?

Once the patient has been booked into your EMR, they will receive an automated booking confirmation (through SMS or email). The patient will then continue to receive any other automated messages regarding their appointment along with any prep instructions or forms.

How does it work?

Mikata offers the ability for patients to request/book their appointments online. There are a few ways to give patients access to the booking chatbot:

• A QR code that patients can scan to access the chat.

• A widget that can be attached to your website for patients to click on and access the chat.

• A link to the booking chat, which patients can request by texting your clinic's designated Mikata number.

The patient can access the chat and enter the information that you need to book their appointment.

Types of Appointment Booking Chatbots

There are 3 different types of booking chatbots available in Mikata:

1. Basic Appointment Requests

   • The patient selects a general day of the week and time of day that works best for them. Your team then reviews the request and books the patient into the EMR based on their preferences (if possible).

   • Mikata's basic appointment requests are a default in the booking chatbot. If a patient is completing an advanced request or autobooking and they are unable to find a time that works for them, they will be bumped into a basic appointment chat.

   • Booking notifications are required with this booking request.

2. Advanced Appointment Requests

   • The patient selects specific days and times for their appointment. Your team then reviews the request and books the patient into the EMR based on their selections (if possible).

   • Booking notifications are required with this booking request.

3. Autobooking

   • Autobooking enables patients to select an appointment time from available times in your EMR schedule, and then book their appointment directly into your EMR schedule without requiring review or approval from your team.

   • IMPORTANT: At this time, autobooking only works for patients who have an existing chart in your EMR. You can further restrict this to patients who have a primary provider designated in their chart. Patients who do not have a chart (or a primary provider, if you've added that restriction) will be redirected from autobooking to a basic appointment request.

   • Booking notifications are not required with this booking request, but they are recommended.

Real-time appointment availability for advanced appointment requests and autobooking

Your customizable Mikata chatbot integrates with your EMR to pull all of your clinics scheduled appointments. Patients can then click through the chat and select the available appointment times they prefer to book in for.

Appointment booking chats can also be used to collect patient information related to their appointment to give the clinic access to this information ahead of time. These questions can help guide what times will be available based on the type of appointment the patient needs.

Welcome to Appointment Journeys! This page on your Mikata dashboard shows a list of all appointment journeys for your clinic.

Appointment journeys determine what information and tasks a patient receives, and when they receive them. Patients fall into specific appointment journeys based on 'triggers' (i.e., the provider, location, and reason for the appointment).

Please use the diagram below to help navigate the Appointment Journeys section of the app.

1. Triggers:

• Mikata uses 3 different triggers for patient journeys:

1. Appointment Journey Touchpoints:

• Appointment Journey Touchpoints are the automated messages that go out to patients (i.e., automated booking notification, reminder, follow-up, and check-in touchpoints).

• For a brief overview of automated touchpoints, visit the Automated Touchpoints article.

Example:

• The circle represents the appointment.

• Touchpoints to the left of the circle are sent before the appointment and touchpoints to the right are sent after.

• The numbers in the touchpoints depict the number of days before or after the message goes out to patients.

This is what the appointment journey looks like for this example:

1. Patient books appointment and receives booking confirmation message.

2. 7 days before their appointment the patient receives an automated message about their upcoming appointment.

3. Patient goes to their appointment.

4. 7 days after their appointment the patient receives an automated follow-up message about their appointment.

5. 14 days after their appointment the patient receives a second automated follow-up message about their appointment.

1. Status

• Published journeys are shown in green. This indicates that it is an active journey and is currently going out to patients.

• Unpublished journeys are shown in grey. This indicates that the journey is inactive and messages in this journey will not be sent to patients until it has been published.

  • Please note that patients booked under the appointment types that are triggers in an unpublished journey will automatically fall into the base journey.

Preview Journey

• Use the preview journey feature to simulate an appointment!

• The appointment journey preview enables you to input an appointment location, provider, and reason and then preview the sequence of touchpoints Mikata will send.

• The preview will also show you what appointment journey the patient falls into based on the criteria chosen.

Welcome to your clinic's list of appointment reasons/ types!

How to get there

• Navigate to the settings page and click on "Data"

• Choose "Reasons" from the dropdown menu

Statuses

• This list includes all inactive and active appointment types/ reasons under "All statuses" on the top left.

  • To view only inactive appointment reasons, switch "All statuses" to "Inactive".

  • To view only active appointment reasons, switch "All statuses" to "Active".

Search

• Need to view a specific appointment type? Use the search bar!

Let's deep dive into touchpoints and triggers on the Appointment Journeys Details page! To get to the details page, select an appointment journey from the list.

Use the diagram below to navigate within the appointment journeys details page.

1. Appointment Journey Summary

   • The appointment journey summary includes information about the customization of the journey. This includes:

     • The status of the journey (i.e., draft or published).

     • The date that the appointment journey was created and last updated.

     • The location override, which can be used to override the location saved in your EMR, if necessary.

     • Visible details, which is any information shown in the appointment hub (e.g., appointment date and time, phone number, location, etc.).

     • The location, provider, and reason triggers, which push a patient into this journey.

     • Actions, which show the timeline that the confirm and reschedule buttons are available in the patient hub.

     • Restrictions, which can suppress a follow-up touchpoint if the patient has another appointment. You can select both the reason(s) and time period for the other appointment.

2. Triggers Configuration

   • Each trigger tab will expand when the down arrow is clicked. In the expanded version, a list of selected triggers in each category will be shown.

3. Touchpoints Configuration

• The touchpoint configuration displays the timeline of when touchpoints are sent out to patients. You can select each touchpoint to see a more detailed summary of the message content.

• You can preview the message sent by SMS and email.

• If a chat or instruction is attached to the touchpoint, it will be displayed at the bottom of the touchpoint summary.

Test touchpoints with our Paper Airplane!

• Curious about what the touchpoint looks like? You can send yourself a sample of the touchpoint by clicking the paper airplane icon in the touchpoint summary.

• Input your cell phone number for a text message or your email address for the email version.

1. Create a help request.

.

2. Brainstorm what you want to include in your chat.

Brainstorm the patient information you would like to collect and the follow up questions you would like to ask patients regarding the appointment type they are booking for. Some examples of patient information and follow up questions that could be useful to include are featured below:

• Patient name

• Patient phone number

• Patient healthcare number

• Patient email

• Patient referral form

• Patient date of birth

• Patient home address

• Patient health history for booked appointment reason

• Explanation of the problem/appointment reason the patient is booking for

3. Meet with your dedicated onboarding specialist.

During this meeting you will work together to come up with the flow of your booking chat. This design will determine the flow of questions you want patients to answer before booking their appointment.

After discussing the design of your booking chat, your Customer Success Specialist will begin developing it. Once they have finished building the chat, you will have the opportunity to test and review.

This is designed to be a 3-week process. If you require more than 3 weeks for this project there may be an additional onboarding fee.

4. Distribute the chat to patients.

When your appointment booking chat is finished and ready for patients to use, you will be given a number of different methods to distribute it to patients.

These methods include:

• A QR code that patients can scan to access the chat.

• A widget that can be attached to your website for patients to click on and access the chat.

• A link to the booking chat, which patients can request by texting your clinic's designated Mikata number.

What will the patients see when they are going through the chat?

When completing the appointment booking chat, patients will be prompted to answer a number of questions about themselves before selecting their appointment reason, provider, and the time(s) that work for them.

• For basic appointment requests, patients will select a day of the week, and time of day that works best for them (e.g., Friday morning).

• For advanced appointment requests, patients will select up to 5 available appointment times that work for them.

• For autobooking, patients will select and book an appointment in an available appointment time that works for them.

If the patient is unable to find available appointment times, they will be prompted to select their preferred time and days for an appointment and will submit a basic appointment request to the clinic.

What is Mika?

Mika is an AI-powered medical scribe. Mika reduces the time and effort you spend charting by listening to the conversation you have with your patient, and automatically generating content for your notes and letters.

Have 5 minutes?

Watch a quick demo below:

Ready to jump in?

Here are some resources to help you get going:

Don't have an invite code?

Mika now supports transcription in the following languages:

• English

• French (Bilingual - English)

• German

• Hindi

• Italian

• Norwegian Bokmål

• Polish

• Portuguese

• Punjabi

• Spanish

• Swedish

• Turkish

• Ukrainian

Choosing the transcription language

To change the language Mika uses to transcribe the conversation, you can either:

1. Select the language when you active Mika

2. Change the language after activating Mika

1. Select the language when you activate Mika:

When you go to activate Mika, click on settings.

Click on the 'Spoken Language' dropdown and select the language you would like to use.

2. Change the language after activating Mika:

If you need to change the language after activating Mika, click on the microphone gear icon shown below.

This will open the audio settings tab, where you can change your mic or language.

Click on the 'Spoken Language' dropdown and select the language you would like to use.

Let's take a in-depth look at the Appointment Details page, where Mika - your AI medical scribe - lives. You can get to the Appointment Details page by logging into the Mika app and either creating a new appointment or clicking on an existing one in your Appointment List.

Appointment Details Page

Before you activate Mika and start your session this is what the appointment details page looks like:

1. Editor

   • Your notes and letters appear here.

     • By default, you will start with our SOAP Note - Basic (Highest Quality) template.

     • You can add, edit, and remove text in the editor at any time (before, during or after a session). Text that you add to the note will NOT be overwritten.

   • Mika will automatically add AI-generated content to the pink "anchors" in your template

     • You can edit this content too!

2. Activate Mika

   • Click this button to activate Mika. A pop-up will appear asking you to confirm both your consent and your patient's consent before activating Mika. (For resources to help with getting consent, please see our Patient Prep Guide here)

3. Do More with Mika Access additional suggested documents that Mika can create or add to your current appointment. Easily manage and expand on documents beyond the standard note templates.

4. Appointment, Chat, and Message History

   • View messages and reports related to the appointment, including any automated messages, clinic-initiated messages, or chats (i.e., forms) completed by the patient.

   • This is ONLY available to our touchpoint tool users. To learn more, check out our touchpoint tools overview here or click here to create a help request.

5. Message Patient

   • Send a basic or secure messages to the patient. Note, some secure messages may be billable.

   • This is ONLY available to our touchpoint tool users. If you're interested in setting this up on your account, please create a help request here.

6. Give Feedback

   • Use this button to get in touch with the Mika team for issues, questions, feedback, or ideas!

7. Add Document Add more documents to the appointment. You can choose from a variety of pre-built templates or create new ones to suit your needs. This allows you to capture all relevant information for the session. New notes can be added at any time (before, after or during an appointment). Click here to read more about our Mikata Note Templates.

8. Template: Magic Edit, Pin, and Favourite

   • Magic Edit: Use this tool to automatically refine the structure or content of your document with AI suggestions.

   • Pin: Click the pin icon to make this template the default for all future appointments, saving you time and ensuring consistency.

   • Favourite: Click the heart icon to mark this template as a favourite for quicker access in future sessions.

When you activate Mika, you will see a few more tabs on the right:

1. Pause/Stop Mika This bar allows you to see how long Mika has been active for, and to pause or end the session.

• Note: Mika will ONLY start generating your note after the session has ended. Once the session has ended, it cannot be restarted.

1. Time

Mikata tracks three time metrics:

• Time on Appointment - Indicates how long the Appointment Details page has been open.

• Engagement Time - Shows how long the provider has interacted with the page.

• Mika Active Time - Displays the duration for which Mika was active.

1. Audio Transcript

• View a transcript of your conversation with the patient. (You can copy & paste quotes from the transcript into your chart!)

1. Copy

• Click this button to copy your note and paste it into your EMR.

Has Mika AI misunderstood or misspelled a word? Make your note-taking experience smoother and more accurate by adding them to your personal dictionary.

Accessing the Vocabulary Enhancement Feature

After Mika AI creates a note, you can easily correct any misunderstood or misspelled words directly within the note editor. Here’s how:

1. Select the Word In the note editor, click on the word that Mika has misunderstood or misspelled.

2. Choose "Enhance Mika AI" A menu will appear. Select the "Enhance Mika AI" option. This will bring up a modal window displaying the selected word and a field where you can input the correct version of the word.

3. Correct the Word Type in the correct word. If you want this correction to apply throughout the entire document, check the "Find and replace in current document" option. Mika will then automatically replace the incorrect word with your correction across the current note.

Manually Adding Words to Your Personal Vocabulary

You can also manually add words to your personal vocabulary:

1. Go to Settings Navigate to the settings section where you’ll find an option to add words to your vocabulary.

2. Add New Words Enter the word or phrase you want to add (up to three words or 30 characters long) and click "Add to vocabulary." This will ensure that Mika AI recognizes and uses these words correctly in all future notes.

Managing Your Personal AI Vocabulary

In the settings section, you can manage your personal vocabulary by:

• Deleting Words Remove any words that you no longer want Mika to recognize or use.

• Adding New Words Continuously update your vocabulary by adding new terms as needed.

How Mika AI Uses Your Vocabulary

Once you've added or corrected a word, Mika AI will automatically recognize and use it in all future notes, applying your unique terminology across all documents. However, the "Find and replace" function only affects the current document you're working on.

Limitations

• Word and Phrase Length You can add phrases containing up to three words or single words up to 30 characters long.

By default, your notes and transcripts are stored on our secure servers for as long as you use Mikata Health. You can change this in your settings by following the steps below:

1. Click the settings icon on the left side.

2. Select "Settings".

3. Once in settings, click "General" at the top. Here, you can manage the automatic deletion of Mika AI Scribe data (i.e., transcripts and notes) from your account.

   • Options include: deletion after 1 day, 7 days, 1 month, 3 months, 6 months, and 1 year, as well as a "Don't Delete" option to keep notes and transcripts available for as long as you use Mika.

Need to get in touch?

Send us a message using the form below and we'll get back to you right away.

Troubleshooting

Here are some common issues you may encounter while using Mika and possible solutions. If that doesn't fix the issue, please send us a message using the form above

We want your feedback!

The "Give Feedback" button, located at the right lower-hand side of the Appointment Details page, offers a convenient and straightforward way to provide valuable information to the Mikata team. Whether you have new ideas to share or are encountering issues with Mika, this feature enables you to submit your feedback to the Mikata team.

How to consent your patient in the appointment

There are two ways to get patent consent when using Scribe

1. Patients may provide consent prior to their appointment through the Mikata patient hub (additional set-up required).

2. You can consent the patient when activating Mika in the appointment.

Here are some sample scripts you can use when requesting a patient's consent to use Mika.

Short and concise

"Hi, I'm using the computer's help today to write down our conversation. It's confidential, highly secure and private, and helps quickly write my medical notes. Is that alright?"

Longer and more robust

"I’m using an automated charting assistant to reduce the time and effort it takes for me to write up my notes. This helps me keep your appointment running on time and give you more of my focus during the appointment.

This technology meets all provincial and federal privacy requirements to handle your information. Your information is only accessible by me and used for your care. No audio recording of the conversation is made or kept.

It’s your choice whether I use the assistant. Either way, I will provide the highest quality of care possible. Do you consent to me using the automated charting assistant today?"

Your patients might have questions about Mika. To address these questions, we have some additional information to share:

Resources for patients

The document below is a patient handout that can be printed and displayed in your office or given directly to patients.

The link below will take you to a patient-facing guide to Mika, your automated scribe by Mikata Health. Feel free to share this with your patients.

Additionally, feel free to refer patients to privacy@mikatahealth.com or info@mikatahealth.com, if they have any questions or concerns.

Come check out the providers you have in your EMR!

How to get here

• Navigate to the settings page and click on "Data".

• Choose "Providers" from the dropdown menu.

Statuses

• Similar to the Appointment Types/ Reasons, the list of providers includes all inactive and active providers in your clinic's EMR.

  • To view only inactive providers, switch "All statuses" to "Inactive" on the top left.

  • To view only active providers, switch "All statuses" to "Active" on the top left.

Search

• Need to view a specific provider? Use the search bar!

There are 4 types of automated touchpoints:

1. Automated booking notifications

2. Automated reminders

3. Automated follow-ups

4. Automated check-ins

At each of these automated touchpoints, the patient will receive a message from your clinic about their appointment.

The content of these messages are completely customizable, up to 160 characters.

Text Message vs. Email

We know that text messages have significantly higher open rates than emails, so our automated messages are set to be sent by text.

Mikata can automatically detect if the phone number in your system is for a mobile phone. Texts are sent out to the mobile phone number listed, but if no mobile phone number is found for a patient, Mikata will default to email so that the patient still receives a reminder!

An example of an automated reminder touchpoint is shown below:

1. Text message: The patient receives a text message about their appointment with a link to their appointment hub.

2. Appointment hub: When the patient opens the link attached to the text message, they will be taken to the appointment hub. Here they can view information about their appointment, complete any forms, read instructions, and confirm or request to cancel/reschedule their appointment.

3. Chat form: If the patient has any forms to complete, they can complete a chat to collect information for their appointment.

Appointment Hub

The appointment hub is where patients can view they can view information about their appointment, complete any forms, read instructions, and confirm or request to cancel/reschedule their appointment. The hub is completely customizable to your needs!

There are 3 sections of the appointment hub:

Appointment

The appointment section includes basic information about the appointment. This can include the date, and location for the appointment, as well as the patient name.* The appointment section is also where patients confirm or request to reschedule/cancel their appointment.

*We know that sometimes having the same phone number for multiple patients can cause confusion about who the appointment is for. That's why we've included the ability to add the patient name to the appointment section of the hub!

By default, this feature is deactivated in our system until we have explicit consent from the clinic to include a patient's first name.

Your Tasks

This section is where you can include any instructions, forms, or tasks that you want patients to complete before their appointment!

Once the patient has looked through the tasks, the appointment hub will update to show "Completed".

More Details

When the patient scrolls down in the appointment hub, they will be able to see more details. This section can be customized to include any information that may be helpful for patients.

For example, we can customize this section to show specific information about parking instructions, location details, or if it's a phone call appointment, we can let patients know to be in a quiet area!

Here’s a step-by-step guide to help you troubleshoot and resolve common microphone problems in browsers.

1. Test Microphone on a Different Website:

• Use websites like OnlineMicTest to check if the browser picks up microphone audio.

• If the microphone works on a different website, then there might be a bug with Mika. Please let us know.

2. Check an External Microphone Setup:

• If using an external microphone, ensure it’s powered on and plugged in properly.

• Make sure the microphone isn't muted physically (many have a mute switch/button).

3. Check Browser Permissions:

• Most browsers ask for permission to use the microphone.

• Login to the Mika app. A camera/microphone icon may appear in the browser’s address bar. Click it to see permissions.

• Ensure that the website has the necessary permissions to access the microphone.

4. Browser Settings:

• Ensure your browser is updated to the latest version.

• Clear your browser’s cache and cookies.

• Temporarily disable browser extensions, especially those that might control hardware access, to see if any are causing interference.

5. Check Operating System Settings:

• Windows:

  • Right-click on the sound icon in the system tray -> Open Sound settings.

  • Under “Input”, ensure the correct microphone is selected.

  • Click on “Device properties” to check levels and if it’s muted.

  • Also, go to "App permissions" for microphone in Windows settings and make sure your browser is allowed access.

• Mac:

  • Apple Menu -> System Preferences -> Sound -> Input.

  • Select the correct microphone and ensure the input volume is adequate.

  • Under "Privacy" in System Preferences, ensure the browser has access to the microphone.

6. Check Software Conflicts:

• Close any other software that might be using the microphone (e.g., Skype, Zoom).

• Some software can take exclusive control over the microphone, preventing browser access.

7. Try a Different Browser:

• If the microphone works in one browser but not another, it might be browser-specific issues. Mika supports Chrome, Firefox, and Safari.

• If the issue is present across multiple browsers, it's likely an OS or hardware issue.

8. Update Audio Drivers:

• Outdated or corrupt audio drivers can lead to microphone issues.

• Visit your PC or microphone manufacturer’s website to download the latest drivers.

9. Reboot:

• Sometimes, the age-old advice of "turn it off and on again" works wonders. Reboot your computer and try again.

How to cancel or reschedule an appointment

• Download the pdf below and share it with your patients.

What is Mika and how does it work?

• Download the pdf below and share it with your patients.

Explore what options are available for patients wanting to opt-in or out of appointment reminders.

First Mikata encounter

When a patient first interacts with our system, they will receive a welcome message. This initial message serves as an introduction to the reminder system and explains why the patient is receiving messages. The message will include the name of the clinic, to help establish a sense of trust. Additionally, we inform patients of their ability to opt out of receiving any further messages from us if they so choose. Clear communication is an essential component of providing high-quality healthcare services and we strive to ensure that all patients feel informed and in control throughout their interactions with our system.

How can patients opt in or out of receiving reminders?

Mikata delivers best-practice responses to universal SMS keywords to ensure compliance with regulations and guidelines for SMS messaging. Here are the details of how these keyword responses work.

Please note that these are shared by all Mikata customers and are not editable at this time:

• STOP (Acceptable synonyms: "stop", "stopall", "end", "quit", "unsubscribe", "cancel") SMS Response: You've been unsubscribed from SMS msgs. Reply START to receive msgs again. Patients have the option to reply with the word "STOP" to the phone number from which they have been receiving appointment reminders, at any time.

• START (Acceptable synonyms: "start", "unstop", "resubscribe") SMS Response: You've been resubscribed to SMS msgs.

• HELP (No synonyms) SMS Response: These SMS msgs are related to your care. Msg frequency varies. Standard msg & data rates apply.

These keywords and their synonyms are not case-sensitive (i.e., patients can reply STOP or stop etc.).

If you have any questions about how patients can interact with our messages, let us know by sending in a support ticket!

Coming Soon!

Is a patient at your clinic having issues with their reminder messages?

In order for our support team to quickly investigate issues surrounding a patient on the Mikata dashboard, we require specific information about the patient to assist in looking them up in our system.

It is important that the information about the patient remains secure which is why we ask that you do not send us the name of the patient that the issue is occurring to, but instead send us the following:

• Date and time of the patient's appointment

• Appointment reason that the patient is coming in for

• Provider that the patient will be seeing

• Patient record ID (this can be found in the bottom left of the patient details section)

September 2024

Two-Factor Authentication (2FA) - 13/09/2024

How to Reset Password - 13/09/2024

May 2024

Updated Users List - 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.

1. 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

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

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

1. 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 -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.

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 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.

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

March 2024

What happened here?

Patient-Appointment Timeline

Release date: 21/03/2024

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.

1. Select 'Timeline'.

1. 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.

1. Select 'Timeline'.

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

February 2024

Search by EMR Appointment ID

Release date: 09/02/2024

Update

November 2023

Removing the 'include missed' upload button

Release date: 30/11/2023

Send an appointment request as a direct message

Release date: 09/11/2023

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.

1. 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.

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:

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

Welcome to Appointments!

When you sign into Mikata, you will land on the Appointments page.

Take a look at the diagram and legend below to help you navigate the Appointments section of the app.

1. Appointment List

   • This is the list of appointments sent from your EMR to Mikata.

     • Note: Mikata only shows an appointment if the location, provider, and reason are active in Mikata (e.g., if an appointment is with a provider who is not active in Mikata, the appointment will not appear on this list).

       • To check which providers are active in Mikata, follow the instructions here.

       • To check which appointment reasons/types are active in Mikata, follow the instructions here.

2. Date Filter:

   • Select the date range you would like to look at by selecting a quick filter from the lefthand side or clicking and dragging on the calendar.

1. Location Filter:

   • By default, Mikata shows the appointments for all locations you have access to.

   • If you have access to more than one location, open the location filter dropdown menus and select the location(s) you would like to see. You can select more than one!

2. Patient Search:

   • There are five different ways to search for patients using the patient search bar:

     1. Personal Healthcare Number (PHN)

     2. Phone number

     3. Email address

     4. First and last name

     5. EMR Appointment ID/Accession Number

   • Mikata will automatically begin searching as you type.

3. Additional Filters:

   • You can also filter appointments by:

     1. Appointment status

     2. Check-in status (if this feature is active)

     3. Provider

     4. Reason

• When searching for a specific patient, Mika recommends searching by PHN to ensure you find the correct patient.

  • Clear any unnecessary filters first to avoid limiting your search.

• When looking at past appointments, Mikata only shows appointments that were picked up during the initial sync with your EMR that occurred during account activation.

  • Therefore, you may not see all past appointments.

Campaigns enable you to quickly send a custom message to a list of patients. Use it to let patients know about any number of updates, such as:

• New doctors

• New services

• Vaccine availability

• Doctors leaving

Or, let patients know about last minute changes to their care (e.g., delays or cancellations due to weather or personal emergencies).

Campaigns can be sent via text message or email and enable you to reach patients more quickly, more easily, more effectively, and at a much lower cost than phone calls and/or letters.

How it works

Once you launch your campaign, messages will be sent between 9am - 5pm everyday until all messages are sent. Campaign messages can be sent via text message (160 character limit) or email.

There's no limit on the number of patients you can send a campaign to; however, we limit the rate at which messages are sent to 1500 patients per day.

If you'd like your campaign sent at a faster rate, let us know when you create the Customer Success team request for your campaign message.

You'll be able to download a "Campaign Summary" after your campaign is completed to see which patients were successfully messaged or not.

How to create a campaign

Step 1: Create your campaign message

Submit a request to the Mikata Customer Success team letting us know what you would like your message to say (160 character limit for text messages). Our team will create and add the message template to your Mikata account.

Step 2: Create the list of patients to be messaged

Upload the list of recipients to receive the campaign message.

The list of patients needs to be a .CSV file with columns containing the following information:

• Patient first name

• Patient last name

• Mobile phone number

• Home phone number

OR

• Patient first name

• Patient last name

• Email

For more information on how to generate patient lists from your EMR, check out the instructions below:

Step 3: Configure and launch your campaign in the Mikata app

Navigate to the Campaigns section of the app by clicking the Campaigns icon on the app menu on the left hand side of your screen.

Click 'Create Campaign' and enter your campaign details.

This includes:

• Name: Enter a descriptive name for your campaign (e.g., 'Dr. Brown - Retirement Announcement').

• Message: Select the message our team created for you from the drop down.

• List of recipients: The CSV file you created.

• Date: Select the date you would like the campaign to start from the calendar.

• Message Frequency: The rate at which messages are sent.

  • Slow (~50 patients / day)

  • Medium (~100 patients / day)

  • Fast (~500 patients / day)

  • Very fast (~1000 patients / day)

  • Super fast (~1500/day)

    • If you'd like your campaign sent at a faster rate, let us know when you create the request for your campaign message.

Step 4: Double check the information you've entered to make sure it's correct!

Step 5: Click the "Create" button to launch your campaign

Step 6: To activate your campaign click on 'Start Campaign'

This activates the campaign and messages will begin going out on the start day you selected.

Campaign Summary

After your campaign is complete, Mikata will generate a summary file that indicates which patients were successfully messaged or not.

To access this file head to the Campaigns page again. Here you will find a list of all campaigns you've sent. Click on the campaign you would like to see a summary of.

A pop-up will appear with the details of the campaign such as the date it was created, the status, send rate, the original patient list, and how many patients successfully received the message.

Click the download icon to download the Campaign Summary file. This file contains a detailed breakdown of which patients received their message, including the date and time the message was sent, and which patients did not receive it.

October 2024

Teams Mode - 25/10/2024

September 2024

Do more with Mika - 13/09/2024

Update

We've introduced a new section called "Do More with Mika" to streamline document creation. Suggested documents are now more visible, making it easier for users to quickly add and create relevant documents like referral letters, notes, and patient handouts. This update enhances workflow efficiency by giving users easy access to document suggestions right when they need them.

New Sync Indicator - 13/09/2024

Update

We've added a Sync Indicator to the appointments dashboard, giving users a clear visual representation of the syncing status for notes. The indicator shows three states:

This update helps users quickly assess the status of their notes and ensure seamless EMR integration.

August 2024

Note template customization - 27/08/2024

Enhance Mika AI’s vocabulary - 27/07/2024

New Templates Added to the Library - 27/07/2024

July 2024

Note & transcript deletion - 11/07/2024

May 2024

Feedback - 21/05/2024

Try it out!

1. Log into your Mikata Scribe account and select an appointment

2. Select the message icon on the bottom right-hand corner of your screen

1. Click on the message icon to open a selection menu

1. Depending on your selection, you can give feedback, report a bug, suggest an idea or check out our Mika guidebook!

March 2024

Mika on mobile - 15/03/2024

February 2024

Copy/paste - 15/02/2024

Update

We've added a Copy button to your note, so you can easily copy & paste the note into your EMR!

Quick start - 15/02/2024

Update

We've added a 'Quick start' button on the Appointments dashboard, so you can skip entering appointment details before creating an appointment and activating Mika.

Click 'Quick start', get consent from the patient, and activate Mika right away.

Tips & tricks

When you add a patient using Quick Start, their name will appear as Test Patient and the time of appointment is the time that you created it.

If you need to change this after the appointment, you can click on the 'Appointment Details' tab (shown below) and enter the details here.

Make your changes then hit enter or scroll down and click 'Save'.

Multi-problem SOAP Note template - 14/02/2024

Update

We've added a new note template to Mika: SOAP Note - Multi-problem

This template can be used when your patient brings up multiple issues during your appointment. SOAP sections will be created for each problem (example shown below).

Please note: templates can be added at any time (before, during, or after an appointment).

Try it out!

To add this template, click the + icon in the top right corner of the page and select 'SOAP Note - Multi-problem'.

January 2024

Note templates

November 2023

Pause & resume

How it works

When Mika is active for an appointment, you can use the tool bar on the top right of the appointment details page to pause or end the session.

Ready to dive deeper?

Visit the page below for an overview of Mika:

Learn more about Mika's features:

Completion status and patient details

On the 'Appointments' page, you can see who has confirmed or requested to reschedule their appointment. You can also check if patients have checked in (if enabled by your clinic), and whether they have completed their assigned tasks.

Use the image below to view the status of appointments and navigate to the Patient Details page.

1. Appointment Status

• The 'appointment status' shows whether the patient has confirmed, or requested to cancel/reschedule their appointment.

• Under appointment status there are 6 different statuses:

Check-in Status (add-on)

• If your clinic has this enabled, the 'check-in status' shows whether a patient has checked in for their appointment. You can choose when the patient will receive the check-in touchpoint (e.g., 1 hour before the appointment).

2. Chats

• The 'Chats' shows the completion status of tasks for the patient.

• Each circle represents a task for the patient to complete (e.g., fill in a form).

3. Appointment Details:

• To view more details about the appointment and assigned tasks, click on the document icon on the right side of the patient's appointment.

The appointment details pages includes:

A) Patient information (patient name, provider, appointment date and time, the appointment reason, contact information and patient ID).

B) Contact preferences, where you can subscribe and unsubscribe patients into Mikata touchpoints.

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

C) Chat summaries, where you can view the tasks assigned to the patient.

• If you click on 'View Details' next to chat summaries, there's a QR code, which opens the patients online hub for their appointment.

D) Chat transcripts, which show all messages sent to and from the patient.

E) The Patient Timeline, which shows all changes made to a patient's appointments, online requests or demographics.

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

Sending a direct message to a patient

You can also use the appointment details page to send the patient an on-demand message, if this feature is available to you! Click on the 'message patient' button next to 'patient details'.

We recommend trying Mika with a test appointment before using it with patients. This will help you get used to how Mika works and troubleshoot any problems ahead of time.

Mock appointment audios

Open the camera app on your smartphone to scan and play one of the mock appointment QR codes below.

Ok, ready?! Here we go:

1. To get started with Mika, first select the type of note you prefer: either a Soap Note or a Consult Letter. This will set your default note template, but you can change later.

1. Click the “Quick Start” button in the upper righthand corner of the Appointments page. This will create an appointment and take you to the appointment details page where Mika (and your note) lives.

(You can also create an appointment by clicking 'Add' and filling in the appointment details - i.e. patient name, date & time of appointment)

1. Make sure you have patient consent, then click "Activate Mika" to start the session.

1. Mika will automatically begin listening to your conversation (you may be prompted by your web browser to give Mika permission to access your microphone, please click Yes).

2. Start role-playing your appointment conversation. You should see Mika begin building a transcript of the conversation in real-time.

3. When you're finished, stop Mika by clicking the red 'stop' button in the upper righthand corner of the Appointment Details page.

1. Mika will begin generating suggested content for your note and automatically add them into the pink placeholders in your note.

1. Edit the note further, if needed. Then click 'Copy' - this will copy your note and you can paste it straight into your EMR.

Optional: Create more documents

Mika can do more for you, from a Referral Letter, patient Handout and more just select a document option form the side panel and your document will be created.

Want to see your templates libary?

Click on "Add document" at the top or "View all documents" to access your library choose a template you'd like Mika to use.