Patients Frequently Asked Questions

Q: Can patients be manually added to Reach?

Yes; patients can be manually added via the Add Patient button for adding a single patient. This is located on the Patients page. 

Q: How do I add a patient to Reach? (Test Patient)

Patients should always be added to the EMR and allowed to flow into Reach. However, if you have a situation where the patient will not be added to the EMR, you can use the Add Patient button to create a patient record. One example is if you were to create a test patient to help you preview content or test NPS workflows like detractor management. Use the following steps to create a patient.

  1. Once on the Patients page, click Add Patient.
  2. Begin adding patient information in the Create Patient window. Required fields include First Name, Last Name, Patient ID (This is typically the identification number of the patient as listed in the EMR, however, you can use a placeholder if you don’t intend of creating this patient in the EMR), and Email Address.
  3. Please note that more information should be entered if you would like the patient to meet list criteria, i.e. diagnosis or age-specific lists. Additionally, some dynamic variables will not return results if the information is not available, i.e. Primary Therapist. You’ll also lose insight into NPS reporting segments such as Referring Doctor if this information is not completed.
  4. When complete, click Save Patient.
  5. The patient will be available for use immediately.

Q: If a patient is updated in Reach are they also updated in the EMR?

If a patient's information is edited in Reach the changes made will be overridden by the information in the EMR at the time of next sync. When editing a patient’s information it is strongly recommended that any changes made should be made in the EMR first.

Q. If a patient’s information is updated in the EMR when are the updates reflected in Reach?

Changes made to the patient’s information in the EMR are reflected in Reach at the time of the next sync, which varies depending on your integration. As soon as the patient upload is complete the patient’s information is updated to reflect the information in the EMR.

Q. What is the Patient ID?

The patient ID refers to the patient identification given to the patient in the electronic medical record. This identification may be numbers, letters, or a combination of the both depending on the EMR.

Q. Can a patient be opted out of email communications?

If a patient no longer wishes to receive Reach emails from their clinic they may remove themselves from email communications via the Unsubscribe link located at the bottom of any email.

Q. Can a patient be opted out of text message communications?

If a patient no longer wishes to receive Reach text messages from their clinic they may remove themselves from text message communications by texting "stop," which will automatically unsubscribe them. 

Q. Can a clinic remove a patient from communications?

If a clinic wishes to turn off either email, text message, or in app communications for a specific patient they may do so on the patient communications page in Reach.

  1. Begin by searching for the patient. Click to open their Recent Communications page.
  2. Navigate to the Contact Options section.
  3. Toggle the appropriate communication method (email, in app, or text) switch to Off. 
  4. These changes will automatically be saved. And you'll receive the following success message.
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