Virtual Care Management Announcements

Over the past few weeks, we've received requests from many Members who would like to send information about their response and operations during the coronavirus (COVID-19) pandemic via WebPT Reach. Based on the different options available to different practices,  we've crafted the following messages:

  1. Physical Location is Open / Essential / All Virtual Care Options
  2. We’re Closed / No Virtual Care
  3. Physical Location Closed / E-Visits Available
  4. Physical Location Closed / Telehealth Available
  5. Temporary Reactivation Outreach

The goal of these messages is to inform patients about the status of your physical locations and if you are providing opportunities for virtual care. Please read through all of the different announcements, as each has a different focus. If an announcement does not fit the protocol that your practice follows, please make the appropriate edits before sending it to your patients. 

  • If it has been a while since you last sent an Announcement, click here for a step-by-step guide.
  • We made List recommendations for each announcement, but you can click here for instructions on building a custom list. 
  • Options 1-4 are set up to be One-time Workflows. If you need a refresher on how to make a one-time workflow, click here
  • Option 5 is intended to be a Continuous Reactivation Campaign. We strongly suggest that you pause all other reactivation campaigns (to keep that data intact), and set up this new message to go out instead at the same intervals (2, 4, 7, 12, 18, 24, and 36 months after last visit). For help on creating a continuous workflow, click here.

Have questions? Email reachsupport@webpt.com.


Option 1: Physical Location is Open / Essential / All Virtual Care Options

  • List: All Patients or Established Patients (IE = Exists + Visits > 0)
  • Timing: 1x Workflow
  • Content: Announcement > 1x Workflow
  • Subject Line: In-Clinic and Virtual Care Services Available at {{facility_name}}
  • Message Body:

Hi {{first_name}},

In response to the COVID-19 pandemic, the US government has designated physical therapists, occupational therapists, and speech-language pathologists as “essential critical infrastructure workers.” In light of this announcement, we have chosen to remain open so that we may serve our community members who need in-person treatment. 

If you would prefer to stay at home, we are also equipped to manage your care virtually over the phone, via telehealth appointment, or by updating your exercises online. 

Please call us at {{phone_number}} if you:

  • want to maintain your progress,
  • have questions about your care plan, or
  • are experiencing changes in your pain levels or overall condition.

We would be happy to discuss the best steps for you to take!

Sincerely,

The {{facility_name}} Team

  • CTA Text: Visit Our Website for More Info
  • CTA URL: {{facility_website}}


Option 2: We’re Closed / No Virtual Care 

  • List: All Patients or Established Patients
  • Timing: 1x Workflow
  • Content: Announcement > 1x Workflow
  • Subject Line: {{facility_name}} Closed Until Further Notice 
  • Message Body:

Hi {{first_name}},

For the safety of our patients and staff, {{facility_name}} will be closed for business until further notice. We encourage you to keep up with your prescribed home program while we are apart. For updates about our status, please call {{facility_phone_number}} or visit our website at {{facility_website}}. We look forward to seeing you again soon! 

Wishing you good health,

The {{facility_name}} Team

  • CTA Text: Visit Our Website for Updates
  • CTA URL: {{facility_website}}


Option 3: Physical Location Closed / E-Visits as Option

  • List: All Patients or Established Patients
  • Timing: 1x Workflow
  • Content: Announcement > 1x Workflow
  • Subject Line: E-visits now available at {{facility_name}}! 
  • Message Body:

Hi {{first_name}},

In response to the COVID-19 pandemic, the US government has designated physical therapists, occupational therapists, and speech-language pathologists as “essential critical infrastructure workers.” In light of this announcement—and in an effort to keep our staff and patients safe—we have chosen to remain available by providing e-visits!

An e-visit is a virtual treatment consultation where a current patient can communicate with his or her therapist through an online patient portal, like StriveHub (which we use at our practice). During an e-visit, you can ask your therapist questions and get updates to your home exercise program. To access the StriveHub patient portal, go to portal.strivehub.com or download the StriveHub app on your iOS or Android device. 

Want to learn more—or get started? Please call us at {{phone_number}} if you:

  • want to maintain your progress,
  • have questions about your care plan, or
  • are experiencing changes in your pain levels or overall condition.

We would be happy to discuss your next steps! 

Sincerely,

The {{facility_name}} Team

  • CTA Text: Visit Our Website for More Info
  • CTA URL: {{facility_website}}

Option 4: Physical Location Closed / Telehealth Instead

  • List: All Patients
  • Timing: 1x Workflow
  • Content: Announcement > 1x Workflow
  • Subject Line: Telehealth appointments now available at {{facility_name}}!
  • Message Body:

Hi {{first_name}},

In response to the COVID-19 pandemic, the US government has designated physical therapists, occupational therapists, and speech-language pathologists as “essential critical infrastructure workers.” In light of this announcement—and in an effort to keep our staff and patients safe—we have chosen to remain available by providing telehealth appointments!

Telehealth is a form of remote patient care where patients and their healthcare providers communicate through video—allowing patients to continue the recovery process in the comfort and safety of their own homes. 

What are the benefits of telehealth?

  • You can adhere to the CDC’s social distancing recommendations.
  • You will receive one-on-one instruction and supervision from your therapist. 

How does it work?

  • Over a live video chat session, your therapist will: 
    • discuss your current condition and status;
    • review your current exercises;
    • watch you demonstrate your exercise performance;
    • suggest and/or demonstrate exercise progressions; and 
    • create a plan for future visits and independent management of your condition.

What do I need for my appointment?

  • You will need: 
    • a desktop or laptop computer (with Safari, Chrome, or Firefox installed) or a mobile device (Apple or Android),
    • the ability to use a microphone and camera on your chosen device, and
    • a stable internet connection. 

Does insurance pay for telehealth?

  • Many insurance carriers are now authorized to reimburse for this service. However, every insurance company is different, so please check with your carrier for more information.
  • We will bill your telehealth appointment to your insurance company the same way we would bill an in-person appointment.

If you have questions or would like to schedule an appointment, call us at {{phone_number}}!

Sincerely,

The {{facility_name}} Team

  • CTA Text: Visit Our Website for More Info
  • CTA URL: {{facility_website}}

Option 5: Temporary Reactivation Outreach

  • List: All Patients (OR use the list you currently use for your Reactivation Campaigns)
  • Timing: Continuous Workflows (Pause all other reactivation workflows first)
  • 7 workflows, same content, at 2-4-7-12-18-24-36 months after date of last visit
  • Content: Announcement > Continuous Workflow 
  • Subject Line: Just checking in from {{facility_name}}!
  • Message Body:

Hi {{first_name}},

We wanted to let you know that we’re thinking of you and that, while it’s hard to know when we’ll be back to business as usual, you can still count on {{facility_name}} for your rehab therapy needs.

If you have an ache or pain and are in need of immediate assistance, we do offer some different virtual care solutions—depending on what you are looking for and what your insurance will cover. 

Please call us at {{phone_number}} if you:

  • want to maintain your progress,
  • have questions about your care plan, or
  • are experiencing changes in your pain levels or overall condition.

If you would prefer to wait to see us, but would like us to contact you once our clinic fully reopens, you can sign up for a screen for when we reopen at the bottom of this page. We would be happy to discuss our next steps with you!

Sincerely,

The {{facility_name}} Team

  • CTA Text: Click Here to Sign Up
  • CTA URL: {{primary_landing_page_link}}
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