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.
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.
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.
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.
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!
Can't find the provider you are looking for?
Mikata displays only the providers that have been previously used in your EMR.
Please note: If you are adding a new provider that should be "Active" in Mikata, create a fake appointment for them under a test patient in your EMR.
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!
Can't find your appointment type/ reason?
Mikata only displays appointments that have previously been used in your EMR.
Please note: If you are adding a new appointment type or reason that should be "Active" in Mikata, create a fake appointment under a test patient in your EMR.
Automated booking notifications
Automated reminders
Automated follow-ups
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:
Text message: The patient receives a text message about their appointment with a link to their appointment hub.
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.
Chat form: If the patient has any forms to complete, they can complete a chat to collect information for their appointment.
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:
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.
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".
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!
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.
Triggers:
Mikata uses 3 different triggers for patient journeys:
Please note that appointments will fall into the first journey that matches the information it comes into Mikata with (appointment type/ reason, location, and provider).
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:
Patient books appointment and receives booking confirmation message.
7 days before their appointment the patient receives an automated message about their upcoming appointment.
Patient goes to their appointment.
7 days after their appointment the patient receives an automated follow-up message about their appointment.
14 days after their appointment the patient receives a second automated follow-up message about their appointment.
Please note:
A "booked" touchpoint goes out 5-10 minutes after the appointment has been booked in the day sheet of your EMR or RIS.
For integrated RIS clinics, a "cancelled" touchpoint goes out for 5-10 minutes after the appointment has been cancelled and an HL7 message has been pushed.
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.
Location: If your clinic has multiple locations, an appointment journey can be customized to go out for patients booked under that location.
Appointment Type/ Reason: Patients who are booked under a specific appointment type that requires additional customization.
Provider: Patients who are booked under a specific provider will fall into this appointment journey.