Review client and patient communication logs

The client and patient communication logs provide quick access to electronic communications that were sent from Neo to a specific pet owner.

Direct from both the patient and client records, not only can you view email and SMS messages, but you can also create and view callback tasks and add communication notes that do not require a consultation. Use filters to easily locate these communications without having to search through the entire Email Manager, SMS Manager, Task List, or consultation history.

For practices with Vello enabled only. See View Vello communications in Neo for additional information.

View the Patient Communication Log

The Patient Communication Log can be found in the patient record under the Comm Log tab.
patient comm log updated.jpg

All email, SMS messages, and communication notes found in the patient Comm Log Communications tab are specific to the patient record currently being viewed. For example:

  • Email
    • Email reminders including Combined Reminder Emails and individual reminders
    • Estimates, single patient invoices
    • Mass mailings from the Patient Mailings List report
  • SMS
    • Appointment confirmations
    • Ad hoc from patient record
    • SMS reminders
  • Communication notes - Notes created and saved from the patient Communications tab.
     
  1. Search for and select the patient.
  2. Click the Comm Log tab. All electronic communications and communication notes for the patient in the last 12 months are listed.
  3. You can use the fields at the top of the list to expand or narrow your search:
    • a. Edit the date range, as needed. Use one of the date range presets (This Week, This Month, Last Month, etc.), or select a custom date range or specific date.
      Tip: To select a specific date, click the date twice.
    • b. Click the Filter button Filter_button.png to filter communication types displayed, as needed.
      • Email
      • Note
      • SMS
    • c. Search for any word in the following fields to filter the list, as needed.
      • From / To
      • Description
      • Staff
    • d. Review the patient communications
      • Date = Date the communication was sent
        Tip: When a note has been updated, you can hover over the date to view the last updated logged in user, date, and time.
        patient comm log hover after edit.jpg
      • Type = Email, Note, or SMS
      • From / To = Client name
      • Description
        • Email = Subject line of the Form & Certificate template used
        • Note = The note manually entered from +Add Note on the Communications tab
        • SMS =The contents of the SMS message up to 55 characters including spaces
          Tip: If the SMS message is over 55 characters, click the expand mceclip3.png button to view the entire message.
      • Staff = Logged in user who sent or entered the communication
      • Status = Message status; same as in the Email Manager and SMS Manager
        Note: Communication notes do not have a status.

Create a communication note

When viewing the patient Comm Log Communications tab, you can create ad hoc communication notes that do not require a consultation.

For example:

  • You scheduled a callback for the patient for a specific date
  • You called the patient’s owner and want to record the outcome of the call
  • You faxed records to a third party (boarding facility, referral vet, etc)
     
  1. From the Comm Log Communications tab, click +Add Notes
  2. Enter your note in the Notes box.
  3. Click the green check to save. Or click the red X to cancel.
    Note: Communication notes can be edited, as needed. Click the menu button and select Edit note. Then click the green check to save.
    mceclip1.png

View and create callback tasks

Callback tasks created for the patient from the Task List on the Home page, diagnostic results, patient record, and special actions can be viewed in the patient Comm Log Callbacks tab.

You can also take the same actions on callback tasks as you do from the Task List.

  1. From the Comm Log tab, click Callbacks. Callback tasks created for the patient in the last 12 months are listed.
  2. You can use the fields at the top of the list to expand or narrow your search:
    • a. Edit the date range, as needed. Use one of the date range presets (This Week, This Month, Last Month, etc.), or select a custom date range or specific date.
      Tip: To select a specific date, click the date twice.
    • b. Click the Filter button to filter callbacks displayed, as needed.
    • c. Search for any word in the following fields to filter the list, as needed.
      • Reason
      • Assigned
    • d. Review the patient callback tasks
      • Due Date
        • When callback status is Open, the date the callback task is scheduled to be completed.
        • When callback status is Closed, the date the callback task was completed.
          Tip: You can hover over the Due Date to view the logged in user, date, and time the callback task was created.
          patient comm log callback hover updated.jpg
      • Reason = determined by where the callback task was created
      • Diagnostic Results = diagnostic product and consultation ID display.
        Tip: Click the diagnostic product name to navigate to the patient Results tab. Click the consultation ID to navigate to the consultation where the results were ordered.
      • Special action = the product name that triggered the callback displays.
        Tip: Click the product name to navigate to the consultation where the special action was triggered.
        • Assigned = Staff the callback task is assigned to
        • Status = Callback status; same as in Task List
  3. To update an open callback task, click the menu button and select an action, as appropriate. The actions available are exactly the same as those from callback tasks on the Task List. See Manage follow up actions with the task list for more information.
    Note: When you select Close Task from the menu, the Due Date will automatically change to the date the callback task was completed. 

Client Communication Log

The Client Communication Log works the exact same way with the exact same columns as the Patient Communication Log. The difference is the Client Communication Log will display communications, notes, and callbacks for the whole pet family. For example:

  • Email
    • Statements, multi-pet invoices, anything financial
    • Some mass mailings such as Client Mailing List
  • SMS
    • Online payment requests.
    • Ad hoc SMS sent from the client record.
  • Note
    • Communication notes created and saved from the patient and client Communications tab
  • Callbacks
    • Callback tasks created for all patients of the client

Note: All communications, notes, and callbacks that display in the Patient Communication Log will also display in the Client Communication Log.

  1. Search for and select the client.
  2. Click the Comm Log tab. All electronic communications and communication notes for the client in the last 12 months are listed.
  3. You can use the fields at the top of the list to expand or narrow your search:
    • a. Edit the date range, as needed. Use one of the date range presets (This Week, This Month, Last Month, etc.), or select a custom date range or specific date.
      Tip: To select a specific date, click the date twice.
    • b. Click the Filter button Filter_button.png to filter communication types displayed, as needed.
      • Email
      • Note
      • SMS
    • c. Search for any word in the following fields to filter the list, as needed.
      • From / To
      • Description
      • Staff
    • d. Review the patient communications
      • Date = Date the communication was sent
      • Type = Email, Note, or SMS
      • From / To
        • Client name = Full name
        • Patient name = First name only
      • Description
        • Email = Subject line of the Form & Certificate template used
        • Note = The note manually entered from +Add Note on the Communications tab
        • SMS = The contents of the SMS message up to 55 characters including spaces
          Tip: If the SMS message is over 55 characters, click the expand mceclip3.png button to view the entire message.
      • Staff = Logged in user who sent the communication
      • Status = Message status; same as in the Email Manager and SMS Manager
        Note: Communication notes do not have a status.

Hot_Tip_FLAME.png Hot Tip:

  • Communication notes can be created from the client Comm Log Communications tab the same as the patient Comm Log Communications tab. We recommend recording information not patient-specific at the client level. For example, I spoke with the client about payment of their overdue balance.
  • Callback tasks for the entire pet family can viewed from the client Comm Log Callbacks tab and has the same functionality as the patient Comm Log Callbacks tab

A note about communication statuses on the client and patient Communication Logs:

The communication Statuses will update per send status of the message in the Email Manger or SMS Manager.

If the SMS is over character limit and is split into more than 1 message, the messages will display as 1 of 3, 2 of 3, etc., in descending order.

Messages deleted from the SMS Manager will display with a Deleted status in the Communications Log.

Hot_Tip_FLAME.png Hot Tip:
form_subject_to_comm_log_desc.png
 

Want to easily determine the communication that was sent without having to view the email contents? Update the Subject on your Forms & Certificates templates: The Subject populates the Description field on the client and patient Comm Log tabs! See Add or update a form or certificate for more information.




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