WebPT Reach End of Year Tips

The end of the year is a busy one when it comes to patient outreach as the weather, holiday closings, and safety protocols can leave clinics with a lot to communicate! To make this outreach a little easier, you will find list recommendations, outreach best practices, and content topics to consider below.

Back to Right Message, Right Contact, Right Time

Though it may have been a while since your onboarding, let’s start by recalling the Reach mantra—sending the right message, to the right contact, at the right time. 

Right Message

When we’re talking about the right message, this is referring to Content (in the Campaigns tab). We recommend using Announcements for the types of outreach described below. If it has been a while since you last sent an Announcement, click here for a step-by-step guide.

Topics:

• Holiday Message / New Year’s Focus 
  • This is an opportunity to thank patients for their continued support this holiday season and briefly inform them of any new initiatives, treatments, or classes (virtual or in-person) that you may be offering in 2023.

• Inclement Weather Closure
  • A draft version of a weather closure notice is always good to have on hand, but especially this time of year, just in case.

• Updated Holiday Hours and Masking Protocols
  • If your holiday hours will be changing, or if you have updated information about masking protocols in your locations, it may be good to consolidate them into one message here, rather than inundating patients with messages.

Right Contact

Identifying the right contact happens at the List level (also located in the Campaigns tab). Depending on the messaging you would like to send, below you can find several potential List options. You can build these lists if you have not created them already, or click here for instructions on building your own specific list. Click on the title of each list below if you want to double-check your work!

List Ideas:

• Recently Seen and Future Patients
  • Filter 1: Last Visit Date < 1 month ago
  • Filter 2: Next Appointment Date = Exists

• Patients Seen in the Last 6 Months
  • Filter 1: Last Visit Date < 6 months ago
  • Filter 2: Initial Exam = Exists

• Facility Specific Patients Seen in the Last 6 Months
  • Filter 1: Last Visit Date < 6 months ago
  • Filter 2: Initial Exam = Exists
  • Filter 3: Facility = (insert facility here)

Note: Some of these filters are integration dependent and may be different for non-WebPT EMR Members. Always review your lists before sending a workflow, and check to see if the expected amount and type of patients are included (or excluded). If you have questions on this, please contact reachsupport@webpt.com.

Right Time

Workflows represent the right time part of the Reach equation and are the mechanism for sending your content. The examples in this article are typically created as one-time workflows. One-time workflows are queued to go out right when you click Save and Send, so be sure you have reviewed your content for errors, your list for the right population, and that you are sending at an appropriate time of day.

If you want to send the message you created as a one-time workflow but need a refresher on how to do that, click here. 

Workflow Sending Best Practices

• Don’t text patients on Christmas Eve or Christmas morning. We’re not trying to be Scrooges here, but it’s invasive and low-value to the patient, even though the intent is pure. Email, on the other hand, can be checked at someone’s leisure and is less invasive.
• Don’t over-send content to the same contacts. Use specific lists whenever possible!
• Be thoughtful of how you yourself would receive the information being sent. Does this provide value to the patient? Will it stand out from the rest of the “noise” in their Inbox?

If you have any questions on the above, always feel free to email our support team at reachsupport@webpt.com.