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Client Retention Webinar- Time Codes and Transcript


We want everyone to be able to use and enjoy Jane’s Webinars in whatever way works best for them.

⏱️ Time Codes

  • 10:10- What is a Return Visit Reminder
  • 13:50- When we use Return Visit Reminders
    • 14:10- After an Appointment
    • 17:47- No-Shows
    • 19:34- Treatment Plans
    • 21:15- The Patient Profile: Appointments Tab
  • 24:18- The Reminders Button
  • 26:37- When an RVR isn’t needed
  • 31:24- Personalizing RVRs: Language Tab
  • 36:50- Did my Client Receive their RVR
    • 37:00- Messages Tab
    • 39:23- RVR Report
  • 41:45- Unscheduled Patient Report
  • 45:17- Tips from other Jane users
  • 53:08- Mailchimp Integration
  • 54:27- Question & Answer

📜 Transcript

Ali- Hello, Everybody! [00:00]

Hello, everybody. This is one of my favorite parts, when everyone just begins to join us. It’s 4:01 here in Vancouver. Welcome from wherever you’re joining. If this is your first time doing a webinar with us, I would encourage you to introduce yourself, or even if it’s not, this is, I love this part, if you’re down in the chat, if you click the chat button at the bottom of your screen, you’ll see a chat bar open to the side, and at the very bottom, it says to, and if you switch it from panelists to panelist and attendees, then everybody can see the things you have to say, and we’ll be having some conversations in there, so feel free, as you’re coming in, to introduce yourself in the chat. You can say who you are and where you’re from and maybe what discipline you are. It’s really interesting to see where everyone’s from and who’s here attending with us today. So again, that’s the chat. Hi, good afternoon, everybody. That’s the chat button down at the bottom of your screen, if you’re not familiar with Zoom, and then flip your to to say panelists and attendees, and we can’t see any of you. You can see us, but we can’t see you. So hello, welcome, everybody, and be sure to have your chat open. It’s really enjoyable to have a conversation in there and with each other while we’re going through the webinar. Welcome, Warren. Hi, Sherry. Hi, Angela. Thanks for sharing a little bit about yourselves, where you’re from, what you do, what kind of practice you have. Hi, Kim. It helps us also know just who’s here, who’s coming, and how to maybe focus the conversation. So welcome.

This is a conversation about unscheduled report and return visit reminders, which I think, like, six months after we started using return visit reminders, I was talking to someone, and they were telling me all about RVRs, and for a long time, I was, like, trying to figure out what they were talking about. I’m, like, “What’s an RVR?” And then I realized that it’s return visit reminders. That’s what they’re called now here at Jane, which I did not know. It was shortened. Everything’s an acronym. Welcome, John. Welcome, Kinsey. We have a lotta people joining us in person. We’re also have a lotta people who are gonna be just watching the recording of this, so welcome to all of you at home or at work who are finding some time to watch this not live. Wish you were here. I like it when you’re here, but it’s also always hard with busy practices to find time to watch lives, so.

We’re gonna get started. I just have a couple of housekeeping announcements. One, for those of you that are joining, I’m gonna say it one more time, if you wanna open up your chat bar at the bottom, there’s a little chat window, and then switch your to to says panelists and attendees, and then you can be part of the conversation throughout the webinar. You can ask questions in there or just make comments. We also have a Q and A area, so Q and A is a great way just so your question isn’t lost, and we have the lovely Kay and Erin, who are both here, are gonna be answering your questions throughout the webinar, and then we have Meghan and Catherine here, who we’re very fortunate to have presenting today. The other thing I wanted to mention quickly before we start is I’m gonna give a plug for the Facebook Community Forum. If you’re not in it, it’s a great way to learn about these webinars and different things and connect with each other the way you are in chat and the way with one another instead of just to our team. We are 11 people away from 4,000 members, I think, in there, so if 11 of you wanna join today, that would really make us happy, and then the last thing I wanna say is we do have one more upcoming webinar I just wanted to make sure everyone knew about on July 14th. It’s really, I’m really excited about it. It’s actually, I’m gonna be having a conversation with Kendra, and she has opened a multidisciplinary practice that works very collaboratively, and I’m excited to share her story with you about bringing multidisciplines into your practice and then having them work together, and then she now helps other people learn how to create and run multidisciplinary practices. So I think her info’s gonna be very valuable to anybody who’s interested in either creating or introducing more disciplines into their practice. So with that being said, welcome again, and I’m excited to hand it over to Meghan and Catherine, and they are going to share some info with you.

Catherine- Introduction [04:38]

Hi, everyone. I’m Catherine, and I’m on the US Support Team at Jane. Thanks for joining us today. Just to tell you a little bit about my journey to Jane, I guess I’ve always had customer-facing roles right back to when I was in school, and on the weekends, I worked at a pharmacy, so kind of like Shoppers Drug Mart or CVS, for those of you in the US, and then since then, I’ve worked for a few different tech companies here in Vancouver, and when I’m looking for a company that I wanna work for, what I’m really looking for is the mission of the company. So Jane’s mission is to help the helpers to help all of you, and so I love that mission, and that’s what made me apply, and then here I am.

Meghan- Introduction [05:25]

Thanks, Catherine. Hi, I’m Meghan. So thank you, again, all for joining us. I have been with the Jane team for about four years now. My role at the Jane team is part of the training team, so I work with all of our people here at Jane, and I’m lucky enough to get to talk to some of you on the phone once in a while as well. My journey to Jane began after about nine years working in a multidisciplinary clinic. I was the office manager there. We used a different software for the majority of the time that I was at the clinic, and then we switched over to Jane. I quickly fell in love with what Jane had to offer and how much time I was saving every single day in admin tasks that Jane was doing for me. So as I, you know, contemplated change in my life, I reached out and was, “Please, please, Jane, hire me,” and here I am. So I am so, so excited today to talk to you all about one of my absolute favorite features of Jane, return visit reminders, and talk about patient retention.

The Goal of Todays Webinar [06:38]

Catherine: Yeah, so let me just share my screen. Here we go. It’s this one. Okay, so hopefully you can all see my screen now, there.

Client Retention Overview [07:00]

Meghan: All right. Okay, so yeah, “Client Retention with Jane.” So the goal of today’s webinar is to talk to you guys about why client retention is so important and how Jane can help. I know definitely in the clinic that I worked in, client retention was such a huge thing in reaching out to people, but doing it in a way that really felt good and really sat with the values of our clinic was really, really important, and I love that Jane has the ability to allow you to use your voice in those ways. So along with that is understanding return visit reminders, how and when they’re sent, so actually, really kinda digging into them and understanding what the purpose of it is, and then as well making the most of the unscheduled patient report, and along with that, that’s gonna be the return visit reminder report as well, so we’re gonna kinda do a little bit of a deep dive into those pieces.

Some of the things what I know, I first started with using Jane, we referred to the return visit reminders with different language, you know. We used recalls. We talked about treatment plans and things like that, and for me, I remember before I was working at the clinic, and I was a patient there, and I get that phone call from the clinic saying, you know, “The doctor would, you know, wanted me to check and see how you were doing,” and it always made me feel really, really cared for and really, really valued as a patient, so it was definitely something that was part of my job at the clinic, and then working with Jane in the clinic, realizing that it was really nice that Jane held my hand throughout that process.

All right, so we were thinking we’d love to ask you guys a question in the chat. So set off our chat. We’d love to know how many of you guys are using Jane’s return visit reminders?

Catherine: Yeah, so are you kinda here today to just to learn more about return visit reminders, or will this be kinda your first time, your first introduction to them? Just let us know in the chat.

Meghan: Wow, there’s lots of people saying that they’re already using them, and quite a few people now coming in, saying it’s a first intro, not yet, first time, just wanting to learn more. This is, I am loving watching this chat go off.

Catherine: Yeah.

Meghan: I can’t even keep up.

Catherine: Yeah, great, okay.

Meghan: “Not yet, wanting to learn more.” Oh, I am so excited to see your guys’ questions and letting ‘em through. This is gonna be great.

Ali: Just wanna mention that when we did the practice run, I learned things that I didn’t know. I was, like, “Oh, that does that? That’s so helpful.” So I’m excited, I’m excited to get started here.

What is a Return Visit Reminder (RVR)? [10:10]

Meghan: Awesome. All right! Great, all right, so let’s talk about what is a return visit reminder? So I’m just gonna flip over here and talk about yeah, kind of what, why we might wanna use those return visit reminders. What are the actual situational uses for them? I know when I was working in clinic, like I said, having that reminder was really, it felt really good. One of the things that I like the best about the return visit reminders is, you know, really what they are and what they look like, so Catherine, maybe you could kinda give us a little, a little show of what the return visit reminder looks like when it’s sent out.

Catherine: Yeah, absolutely. Yeah, let’s start there, so let me just get to the next slide here. So return visit reminders come in a few different forms. So they can be an automated email, they can be a manual email, or they can be a manual phone call.

So with the manual email, it’s not like you have to go to your email program and type out an email and send that. Jane will still provide the email for you. It just gives you a little bit more control over when the reminder is actually sent out, and so roughly, in terms of what the reminder would look like, this is an example here. So it will say, “It’s time to book your next visit.” It will greet the patient or client. It will include the suggested date and the treatment type, the practitioner, and the location, and then what’s really smart about this is that Jane will automatically put in there when the practitioner’s first availability for that suggested date is, so that will be included there, and it’s not a booked appointment, so some people might get a bit confused about that and think that it’s an appointment that’s already been booked in. It’s not. It’s just a suggestion. And then, one last thing is we have this ‘view ability’ button, so if you have online booking enabled for your Jane site, then Jane will include a link directly to the online booking site, making it nice and easy for people to go ahead and book.

Ali: I just want to mention, I put it in chat, but I’m realizing anyone watching the recording doesn’t get to see the chat, so I’m gonna say it as well that this is our brand colors ‘cause it’s our demo site, but it’ll respect your brand for when you set them up in your own account because it will pull your logo and all your colors and not necessarily Jane’s brand colors.

Catherine: Yeah, thanks for that.

Ali: Sorry, Cat.

Catherine: Yeah, no, good thing to note, for sure, yeah. So that is the email reminders, and then if we just take a quick look at the phone reminders, we’ll be covering this a little bit more later on, but basically, you will get a reminder within your Jane account to actually reach out to the patient. So that’s what the reminders look like, and so we have a few different types, and it’s really, kinda depends on the situation as to which kinda reminder works best.

Meghan: Yeah, absolutely, it really does depend on the situation. All right, so let’s hop into some of those situations.

Ali: Again, and Catherine, sorry. People are asking if there’s no online booking enabled, what does that look like?

Catherine: So it just wouldn’t include the link to the online booking site, yeah.

Meghan: That button just isn’t there. You know, that’s one of my favorite things about Jane is if you’re not using one of her features, she kinda hides the section, so it doesn’t look like it should be there and it’s not there, or you know, it’s there, and it does nothing. She is smart enough to hide the things.

When we use RVRs [13:50]

Meghan: All right, so situations where we might wanna use those return visit reminders. One of my favorite things about the return visit reminders is Jane goes and looks around at the reminder date to make sure that if the return visit reminder should or should not be sent, so one of the nice things is when we have a patient arrive for an appointment, we can set up a return visit reminder, and then it won’t go out if it’s not needed.

After an Appointment [14:10]

So let’s say that Betty here, she’s booked an appointment, had her appointment, and she’s in a bit of a rush to head back to work or to, you know, go pick up her kids or head into Bam-Bam’s appointment here, and she tells us, you know, “I’ll book online later,” okay. So we can always come down to this return visit reminder area on our schedule and add a return visit reminder. We get to choose the timeline in which we want her to book that appointment, so when would we like to see her again? I’m gonna choose the next visit is gonna be in a week, and it’s gonna open up some more options here.

This view in schedule button is kinda neat. It allows you to actually click into it and view what your schedule’s gonna look like on that suggested date, so you know, if you’re like, “Oh, you know, I have some, I have a day blocked off around there, and I can’t remember exactly which one,” we can click into the view in schedule and have a look at that. We can also click into this and edit the date if we want to. You know, a week, but yeah, I don’t actually work that day, so I’m gonna change it to the second.

The reminder date here is the date that I actually want the reminder to go out, and you can see that Jane’s given us a bit of a buffer time. She understands that often, we’re busy, and we might not have appointments available tomorrow, so she’s giving us a bit of a buffer time in which to send out that reminder and give the person still time to actually book the appointment with us. Again, I can come in here, and I can edit this if I want. If I wanna make it, you know, go out today, or if I wanna do some things, and notice that it just came up with a little do button for me.

Jane will automatically populate with the same staff member that the appointment was booked for and the same treatment, but in this case, I don’t want Betty to book another initial assessment, so I’m gonna change this to a subsequent treatment, and that’s just gonna give the language that Jane’s gonna use there. She’ll book the same location.

And then I get to choose my remind by option. So we have a remind auto-email, a manual email, and a manual phone call, and in this case, I’m gonna leave it as an automatic email ‘cause honestly, I love it when Jane does the work for me.

Catherine: Yeah, for sure.

Meghan: And then here, I can put in a custom message to my patient. So I’m gonna say done on this one, and then I-

Ali: Meghan, a reminder. If you set it to manual phone call, that little reminder button at the top there is gonna populate your list of any manual phone call reminders you’ve set, so it’s just a reminder for you as an admin or as a practitioner that you wanna follow up with these people and see if they need another appointment, so yeah. Oh, can we click on it? We can click on it.

Meghan: Yeah, absolutely, you can click on it, and this is something Catherine will be going through as well.

Ali: Yeah, perfect.

Meghan: Yeah. She’s gonna let us know, and we can click on it, you know, just to have a look at what’s going on. It’s nice ‘cause she gives us this little notice button there, and if there’s none due, then that little orange numerical number there wouldn’t be there.

No-Shows [17:47]

So other situations, and honestly, this is probably the one that I use the most in clinic, not very often, but I did use it, was when people canceled last minute, or they no-showed. So what I’m gonna do here is I’m gonna mark Barney as a no-show, and I’m gonna charge him full price for that, clearly, and what’s gonna happen when I mark this as a no-show is Jane is gonna invite me to create a return visit reminder. So this appointment has been marked as a no-show. Would I like to send or schedule a return visit reminder? So here, if I click this button, it’s gonna pop me down to the return visit reminder area. I can come in. I can choose the timeline in which I want him to come in, so maybe in the next four days. That’s gonna bring me to Monday here, and it’s letting me know. It’s gonna populate those same suggested date, reminder dates, again, the same staff member, the same treatment.

And this time, maybe I will set it up as a manual email. That way, we’ll be able to see it up here what’s gonna happen. I can put in that customized message. So maybe I wanna say something that’s gonna invite Barney back. You know, often the people that no-show or late-cancel appointments, they’re embarrassed about it. You know, it’s an accident, or maybe they don’t want to pay that price, that no-show price, so I might wanna just customize this a little bit, you know. “Sorry to hear you weren’t feeling well. Hope you are soon, and I would love to see you again.” You know, maybe we wanna put in a plug that if they book the appointment within this much of time, we’ll take a donation to the food bank or something like that, who knows? Depending on what your clinic’s policy is. So what I’m gonna do here, I’m gonna set that one as done, and there is another return visit reminder set.

Treatment Plans [19:34]

Another situation is when we have those patients that are really good about booking their additional appointments, but I have them on a treatment plan, so what I wanna do here with Wilma is I’m gonna come down to this return visit reminder. Now, she’s already got two upcoming appointments booked, and little tip for you guys: anything that’s blue in Jane is a clickable link, so if you wanted to see when those two upcoming appointments are, you could click on that and have a look.

So what I’m gonna do here is I’m actually gonna add a return visit reminder or a couple of them to match her treatment schedule. So she’s got those two books, so what I’m gonna do here is I’m gonna set up one for in two weeks. I’m gonna leave those pieces customized the way that they are, pretty happy with those settings, and then what I’m gonna do is I’m gonna add yet another return visit reminder, and this time I’m gonna say I want her to come in in four weeks, okay. So now that I’ve got the two-week one, I’ve got the four-week one, and I can continue on like that, and I could build them out for whatever treatment plan is gonna work best for this client, and then I know that if she does book the appointments, Jane won’t send them out if they’re not needed, so she’s gonna check on that reminder day and make sure that the return visit reminder is actually required, and if it’s not required, the patient has booked, then she will not send it out. She’ll just tell you that the appointment is not due.

The Patient Profile- Appointments Tab [21:15]

All right, so I got another situation here, and this used to happen to me fairly often. You know, I’ve got Bam-Bam in the office, and that made me remember, you know, I’ve got another patient that I had on a treatment plan, and I’d like to check in with them and just see what’s going on, so what I’m gonna do is I’m gonna head over to my patient tab up here, and I’m gonna do a little search for my patient. So I’m gonna plug in Pebbles, oh, and I have two Pebbles. So I’m gonna have a look at these here. I’m gonna click on the first Pebbles, and then I’m gonna hover my mouse over the second to see this little plus symbol. Then what I can do is click directly on that plus symbol, and it’s gonna ask me if I wanna merge these patient profiles, so I’m just gonna have a little look at the patient profiles. One of the main things that I used to look at to see if I wanted to make one a primary record over another is I would look for a username or login. If one of them had a username and the other one didn’t, I’m gonna make the one with the username the primary. Otherwise, I’m gonna look at the appointments. So I’m gonna make this one right here my primary record, and I’m gonna merge these files together.

Ali: There’s bonus tips from Meghan today.

Meghan: Handy little tips. I love the merging patients. A little tip: if you ever merge patients together that you didn’t mean to, you can always unmerge patients in the settings. So I love just letting people know that it’s possible to unmerge as well, but I want Pebbles merged, so I’m gonna keep those together, and what I’m gonna do is I’m gonna come in to the appointments tab here, and again, this is bringing me to the page where I can see when her last appointments were.

So I’m gonna come in here, and I can see, you know, she’s been booked in or not booked in, and I can actually come in here and set a return visit reminder from this page as well. When I set up a return visit reminder and I say, “Okay, I’d like to see Pebbles in about three weeks,” what I’m gonna do is it’s gonna bring up, again, this same page. I’ve got that suggested data. I’ve got the reminder date. This time, I’m gonna have to choose the staff member. I’m not working from an appointment, so Jane doesn’t know what information to pull. So I’m gonna come in here, add in my treatment, and then what’s happening here is Jane is automatically defaulting to a manual phone call for me, and the reason why she’s defaulting to that manual phone call is because if I save this, Pebbles doesn’t actually have an email address on her profile, so one of those little safety points that Jane does for us is if there is no email, she doesn’t allow us to think we can send out an email when we really can’t. All right, so since we have that manual phone call in here, we’re gonna wanna go and have a look at where those reminders show up in a little bit more depth.

The Reminders Button [24:16]

Catherine: Yeah, absolutely, so Jane makes it nice and easy to see when reminders are due. So we already took a look at this, but if I click on reminders up here, then the first tab here isn’t actually return visit reminders. It is appointment reminders, so if you didn’t know, you can also have reminders to call patients to let them know that their appointment is coming up. So we do have that option.

And then if I just click into the return visit reminders tab here, and then we can see all of the return visit reminders that are due today. We can go back and kinda see ones that we’ve already done, so if you wanna check that we’ve done a particular reminder, or we can even skip ahead and see which are coming up, maybe if we wanna get a head start on those. So going back to today, basically, all of the different types of reminders show up here. So we have, let’s take a look, we have an automated email here for Betty, and if we’d like to, we can actually choose to send that now, and then for Victoria here, we have a manual phone call, and we can mark as called from here, and it’s a good idea, even if you just kinda off the top of your head think, “Hey, I’m gonna call this person and see if they’d like to book in for another appointment,” it’s still a good idea to actually log that phone call in Jane ‘cause then you have that record. So when it comes to a few weeks down the line, and you wonder if the patient needs another reminder, you can go back and see that you have already reminded them once before. We also have the manual email option here, and again, we can just choose when that’s sent out by clicking send now, and then we also have, so even if the return visit reminder isn’t required because the patient has booked in, Jane will still let you know that the return visit reminder was scheduled, but it’s not required, so it won’t be sent.

Meghan: Yeah, I love having that trust in Jane that she’s not gonna send that return visit reminder if another appointment is already booked. I don’t wanna, for lack of better word, pester my clients or my patients. I want them to feel invited. I want them to know that our clinic really cares, so it is really nice that Jane will tell me that it’s not required.

When an RVR isn’t needed [26:37]

So let’s actually look at some of those situations where a return visit reminder might not actually be required. So what I’m gonna do here is I’m just gonna book in an appointment for another person. You’ll notice here that Jane automatically filled in Pebbles’ patient name for me. That’s because when I went into the patient tab and I looked up that information about Pebbles, Jane was kinda like, “Oh, you’re working with Pebbles. I bet you you’re gonna wanna book her an appointment next, hey? So how about if I set her as the default patient for you?” So what she did is Jane loaded Pebbles up here in this little search bar for me, and that means that whenever I go to book an appointment and there’s a name in here, that person will be the default patient that’ll be booked. You can always change your default patient. If you’re clicking into another appointment and, say, you know, Bam-Bam’s wanting to book in appointments with Jonathan and Jo-Ellen for the next, you know, couple weeks, and I wanna, you know, go and book in with multi practitioners, different types of appointments, so that copy button might not work for me, I can actually hover over the patient name here, click on it, and it’ll set them as my default patient, and it just saves me having to type in the patient’s name every single time. Little bit of a, you know, pro tip.

Catherine: So many tips.

Meghan: So many tips, so many tips. I’m all about effectiveness in our day, right? So I’m just gonna clear the patient, and I can just clear it by using the X there, and then I can come in, and I can search the patient that I want, so if I come in, and I search for Felix. Let’s pick Felix here. Felix is going to have a subsequent appointment. We have him list some insurance, so I’m just gonna say none for this, and I’m gonna book that appointment. Now, when I come down and I add the return visit reminder, it’s telling me that Felix already has 39 upcoming appointments. Now, the one thing about our demo clinic is our fake patients love having appointments. They love, you know, booking them. They have tons and tons and tons of great patients. They don’t always pay for their fake appointments with their fake money, but you know, they like to come in.

So if I come in, and I add a return visit reminder, and I choose the timeline in which I book that, what Jane is gonna do is immediately, based on that reminder date that’s going out and the suggested date, so the suggested date of the appointment is July 15th. Jane is gonna look on six days before the appointment and six days after that suggested date, and she’s gonna look for an appointment during that timeline. If there is an appointment with that same staff member, Jane is gonna tell me that the return visit reminder is not required. So she’s saying here, “Return visit reminder is not required. An appointment was already booked before the reminder date,” okay.

So if I set this up anyway, and this patient, Felix, cancelled that appointment before the reminder date, Jane would look again in the morning on the reminder date here for an appointment, again, six days before, six days after the appointment, and decide then whether or not she needed to send out the return visit reminder. So when she’s sending out that return visit reminder, if she decides that it is required because there is not an appointment six days before the suggested date or six days after the suggested date, what she’s gonna do is she’s gonna take that information that’s populated into this area and populate that email that Catherine showed us earlier. So she’s gonna put in the suggested date for the appointment. She’s gonna put in the staff member. If you are offering online booking, she’ll put in that, you know, availability button. If you’re not offering online booking, that availability button won’t be there, and then she uses the treatment information here to populate that email or to populate the reminder here so that Jane, so that when you go and look at the reminder, you know what to suggest, okay? So what she’s looking for, again, is an appointment six days before the suggested date, six days after the suggested date, with the same practitioner. All right, so I think again, maybe it’s time for a chat question. Looks like the chat’s kinda slowed down a little bit.

Personalizing RVRs- Language Tab [31:24]

Catherine: Yeah, so we wanna know how many of you already know how to customize what the return visit reminder says? Yeah, let’s just… Oh, quiet on the chat today. Okay, a few people.

Meghan: There we go.

Catherine: Okay, some people wanted to see how.

Meghan: Everybody answered all at once.

Catherine: Yeah. Oh, I thought I was being blanked there. Oh, yeah, that’s great. Okay, so yeah, a few people that definitely don’t know how to, so yeah, let’s go over that now. So what you can do is you can go to settings in the top blue bar here, and then over on the left-hand side, you wanna click on language, and then-

Meghan: The language button. Catherine, I have to tell you. Sorry, I have to jump in and tell a story. When I worked in clinic, I never clicked on this language button. I thought that language meant English, French, Spanish, Chinese, whatever, so I was like, “I can read this. I don’t need the language button.” And it was months before I actually clicked into it and was like, mind-blown. This is actually the language I want Jane to use on my behalf.

Catherine: Yeah, so definitely a good place to explore if you haven’t already. There’s lots of different places around Jane that you can customize the language, so yeah, definitely worth a look.

And just a quick tip, so to find what you’re looking to customize, you can hit Command + F if you’re using a Mac or Control + F if you’re on a Windows machine. That’s F for find, and then you can just search for what you’re looking to customize, and so then, you’ll automatically be jumped down to that particular area in Jane.

Ali: And we should just mention the access level that you need to get to this area of Jane. Do you wanna just mention that quickly? Yeah, oh, Meghan just said in the chat, but maybe for those of who are watching this as a recorded session, you do need to have a full access profile in order to get to this languages area, so if you don’t see it here, you’ll just wanna mention it to whoever is full access on your account.

Catherine: Yes, yeah, for sure, yeah. So there’s two different places that you can customize in the emails, so the first is just that text that appears at the top of the emails, so this is a reminder to book your next visit, and we can go in, and we can change that. So you can kinda make it something that maybe fits your brand a little more or kind of anything you like. Oops, excuse my typing.

Meghan: It’s hard to type when people are watching.

Catherine: So hard to type when people are watching, yeah, definitely, yeah. So let me just click to save that, and then, the- And then just come on up again, and then the other place that you can customize is what we call the details. So this is like the body text of the reminder, and I’ll show you where this is reflected in a moment, but if we go into this, by default this one’s just blank, but we can add in a message here, so I’m just gonna say, “Your health and wellness is important to us. We look forward to seeing you again,” and then some cool things about quite a few of the different language customization areas is that you can actually format the text as well. So if you wanna make it in italics, if you wanna make it bold, you can even add links, and each page where you can customize that stuff, you will have the instructions for you at the bottom of the page.

And something even cooler is you can actually use this variable here, so I’m just gonna copy that, to dynamically add in the name of the patient, so if you kinda wanna add the personal touch and address the patient directly, then you can do that using that variable. So then I’m just gonna click save to save those changes.

And let’s pop on over to the emails area here, so this might be another area that you’ve not seen in Jane before, so this is where you can come to see all of the different automated emails that Jane will send out for you, so yeah, big list here, and one of these is the return visit reminder, so this is what it looked like before, and if I just refresh the page, should see what it looks like now, and it didn’t work. Live webinars. There. It should update, let me- Oh, okay. Oh, I know why.

Ali: I was going to say, are you on a different website?

Catherine: I am, yes, sorry, everyone.

Ali: Well, we have many different websites.

Catherine: Yeah, I can’t believe I did that. So let’s go to settings and then the emails area here, and if we take a look now at the return visit reminder, there we go. Okay, so yeah, you can see that’s where it’s added in that first line that we customized there, and then underneath, we have that extra area that we can add text to as well.

Did my Client Receive their RVR? [36:50]

So yeah, so that is customizing the email, and we can actually see the email that was sent out from the patient profile as well.

Messages Tab [37:00]

Meghan: Yeah, sometimes, you know, you wanna go in and look at whether or not the patient actually saw the email. So what I’m gonna do here is I’m gonna just search my patient again. So I’m gonna bring up Fred, Fred’s profile here, and what I’m gonna do is I’m gonna come in to the messages area, so within the messages area, I can see all of the messages that have been sent out to Fred and what’s actually happened with them. So survey notifications here. We’ve got some text messages reminders, and it’s telling me it’s a bad recipient. This one’s telling me that it’s been sent, so I can see some of these details. Down here, we’ve got an appointment notification that was bounced, but this is the one that I actually really wanna look at, this return visit reminder that was sent the other day. I can see here that he’s actually opened it.

So some of the things it’ll tell us, again, bad recipient, if it’s actually been sent, if they’ve clicked on it or if they’ve actually opened it, and then the other thing that you can do with this is you can actually get into these and have a little look at it. I know sometimes, when you’re walking a patient through something, maybe, or a client, maybe you sent them the welcome email so that they can create their username and password, and they’re like, “I didn’t get it,” and if you click into this, you can see whether or not it’s been sent or something like that, but what you can do here is actually see the date and time that it was actually sent out.

So the difference between clicked and opened is often how their email server works. So when they just click on it, and it gives you that little preview of the message, that’s clicked on it, but if you actually open it all the way and interact with it, then they tend to show opened, but this was a nice thing that I used to do in clinic when I was trying to guide people is I’d come into, and I’d say, “Okay, so it looks like it was sent out on June 22nd at 11:31. Do you wanna just kinda check your email for that timeline? And then you can actually see what the subject is here as well, and then sometimes, you don’t wanna look at them individually. You wanna look at the big picture.

RVR Report [39:23]

Catherine: Yeah, absolutely, and so we do have a report for that. So I’m gonna open that up, but what I’m gonna do is I’m just gonna pop back to the schedule here, and then I’m going to open up that report in a new tab. So to do that, if I hold Command on my keyboard, or if you’re using a Windows machine, again, it would be Control, and if we click that reports link, then that will open up another tab of Jane, so that’s handy for maybe you’re gonna be working your way through a report, maybe crossing off people as you go along, but you still wanna have your schedule open so that you can book people in, or maybe someone gives you a call while you are busy doing something else in Jane, but you just wanna keep your schedule open just so that you can then really quickly get there to book people in.

Meghan: Yeah, I loved working in two different tabs in Jane. As long as you’re not doing the same thing in two different tabs, it works really well, but definitely, if you’re doing completely different things, nice way to not lose your place.

Ali: Mm-hmm, yeah, Chrome browser, you can actually right-click the top of the tab, and it’ll give you a duplicate option as well. I don’t know if you’ve ever known that.

Catherine: I didn’t know that.

Ali: Yeah, it’s the way I always do it.

Meghan: So handy.

Catherine: Oh, perfect, yeah. So what I’m gonna open here is our return visit reminders report. So this looks pretty similar to the reminders area in the schedule, but if you kinda wanna have it in a larger format, so here, you can see all the different types of reminders. You can see reminders that have already been sent out. You can see ones that are due, and then you can send those or mark as called, and again, you can kinda navigate through the different days at the top here. One thing that’s smart about this is that if the patient has been marked as discharged, then they won’t actually show up in this report. So say you set up a reminder a while ago while you were still kinda regularly seeing that patient, but maybe they are no longer coming in, you can mark them as discharged, and then they won’t show up on this report.

Meghan: Yeah, that’s really handy. I mean, sometimes our patients move away, or their life situations change.

Unscheduled Patient Report [41:45]

Another report that they won’t show up on in those cases when you mark them as discharged or otherwise is the unscheduled patient report. So the unscheduled patient report here, again, another little bit of a working report, and its power, I think, really comes within those filtering options. So here, we can see that we can filter by specific locations. If your clinic happens to be multiple location, you can come in here and select the location that you want, or if you’re wanting to, you know, really target a specific practitioner, you can actually come in here and select only one practitioner.

Now, another pro tip, you guys, if you actually click directly on the name of the person, that will select just that practitioner. If you are wanting to do a couple of practitioners, that’s when you start using your checkboxes here. If you’re wanting to select all, you could use the select all again, there.

We can also choose a date range in which we wanted to, so we can actually choose the range start to finish, or we can use some of the hotkeys here. I just want yesterday, or I just want this month.

We can also pick things like days since last visit, so if I wanna see the unscheduled patients from it’s been five months since their last visit, then you can always click that, and it’s gonna bring up only the people that it’s been, you know, that length of time. I’m chuckling ‘cause I just noticed in the chat that, “Thank goodness, I’ve been clicking the checkboxes over and over every time, and that’s so many people.” I agree; that’s why I really wanted to highlight that moment. I’m gonna come in here, and I’m gonna use my all for my date since last visit.

Again, my status, so I can choose how I wanna look at this. Do I wanna look at only people that have a return visit reminder due right now? Do I wanna look at people that have a return visit reminder scheduled, but it’s not maybe necessarily due? And you’ll notice here that Jane is actually bringing these to me with the practitioners together, so I know, you know, these are the patients that are gonna be seeing Jo-Ellen, and then as well, I have the option to look at ones where the return visit reminder was sent.

And I’d probably say that this is kinda one of those really, really important parts of this report here, so when I’m looking at this, you know, I’ve got this patient. It was reminded. One return visit reminder has already been sent. Maybe I’ve got some down here that two return visit reminders were already sent, so maybe I wanna actually, you know, treat these patients a little bit different, so I’m gonna click into this, and it’s gonna actually bring me up a working page. So I’m gonna come in here, and I can add that return visit reminder, but maybe instead of having another email go out, this is a situation where I want to take the time, and I want to actually phone them. I wanna use different language. I wanna, you know, talk to them and really find out, you know, how they’re doing, and make sure they know that they’re valued within our clinic.

Tips from other Jane users [45:17]

Ali: Meghan, they asked in the chat if there is certain filters that people use, like, how are people using this report? And one way that people are using it is weekly, at the end of a week to see, I guess, Kelly, it sounds like, to see, like, are there people in my practice from this week who have not rebooked? And you’re doing every week. It’s a great use case.

Meghan: Absolutely, and that’s kinda the any state option too, is such a great, great way to use this report. I used to also target those people that were late, their last visit was a cancellation or a no-show. Again, I really, really, really wanna make sure that I reach out to those clients, to those patients. They’re the ones that often fall off of our patient list, and I know when I was working in clinic, I often found that, you know, I’d seen those people in my schedule, so it was in my head that they were coming in, and maybe they canceled. Maybe they canceled with one of the other admin staff and, you know, it just doesn’t kinda trigger to me that I need to rebook them, so this was definitely one of those pieces that I would go through weekly as well and look at, you know, who was it that their last visit was a cancellation or a no show, for sure.

Ali: Yeah, Michaela has also added she likes to use one staff’s name and go for two weeks, so it helps with which patients need to be discharged as well, so doing it, filtering it to a single staff member in the last two weeks. That’s great, Michaela. Thanks for sharing that.

Meghan: Yeah, absolutely. I see something in here, too. Can we “offer a suggestion on what to say on the phone when the clinic has no reception, and we’re calling our own patients?” Yeah, you don’t wanna come off as pushy, and that’s kinda, you know, there’s a balance of that. It’s always nice when you have a receptionist that can do that for you. The other thing that I found with our practitioners is not only do you wanna not come off as pushy, but you also don’t wanna do a phone appointment either. So suggestions on what to say, you know, I always used to just, you know, “We’re wondering how you are,” you know, that type of thing, but I think more, what might be even more interesting is if some of you put in the chat what you might suggest is said.

Ali: I always think it’s nice to think about yourself from the patient’s side, and often practitioners don’t really, I think, quite understand the value of your role as a caregiver, and so when you reach out to somebody, like when I as a patient or as a client have someone reach out to me, especially if you set a treatment plan at the beginning, and you can say, like, “Oh, we wanted to see you seven times because that was how we set up your treatment plan at the beginning. We were just wondering how you’re doing. We haven’t seen you in the clinic, you know, wanted to make sure your knee is feeling better or your anxiety is decreased to the point where you’re feeling you don’t need any more, you know, sessions with me or however you wanna talk about it.” If it’s really, like, based on true, genuine care for their condition, I don’t think you can go wrong. So it’s just about being authentic, I think, more than anything.

Meghan: Yeah, I completely agree with that. I think that if the message comes from your heart and it really, you know, that comes through, and that’s when you don’t become pushy.

Ali: Rick’s saying that people are setting themselves up for a phone visit. It’s true. You kinda have to have a, like, “Oh, great. Let’s get you back in, and we can talk about all of that, and I can do a you know, or I can, we can book time to go through that. I have five minutes right now before my next patient,” is always, you know, a good one.

Meghan: That’s exactly what I was gonna say as well.

Ali: And see how you were doing, and then I gotta run off, yeah.

Meghan: Yeah, I agree that, you know, “I’ve got a quick couple minutes before my next patient shows up, but how about if we get you booked in?” All right, so the other little pieces of this really would be, you know, doing those combinations, and again, I’d love to see in the chat how you guys are using this. The more, you know, those real use cases are shared, the more, you know, you can pick up a little bit of a tip or a trick from somebody else that’s here. One of the things that I, sorry, what was that?

Ali: I’m sorry, I wanna read a couple more of these from the chat, mainly because so many people are asking for the recording of this, and they’re not gonna see the chat, so I just wanna mention two things. One, Sophia was asking that she, saying she likes to customize what’s in the small text box so that it’s a call to action, like follow-up by email, and is wondering how they can reply. You can reply directly to these return visit reminders, and they’ll go to whatever your clinic email address is, so clients can return to them. It won’t bounce back, and then the other one was, Kelly mentioned in that script idea, like, what do you say? She said she reflects on key points from the last visit, and to follow up, to see how they’re doing and how their, whatever body part it is or whatever diagnosis it is, is doing.

Meghan: I love this one that Rebecca just said here. “In the counseling practice, we often said in the emails or phone calls, ‘Just wanted to check in and see how you’re doing. I saw a resource, video link worksheet, that we thought you might like. If you’d like to book in for a subsequent visit, here are some dates. Here’s the link to my Jane online booking site.’” I love that language as well.

Ali: Sharing of value, sharing some value in the message already, yeah.

Meghan: Yeah, and those moments really do make the patient feel, you know, valued.

Ali: Cared for, yeah, 100%.

Meghan: Awesome.

Ali: Can we just read Natalie’s? It’s also very good. Natalie said, “In your last consultation, we had discussed rebooking in four weeks,” and then just says, “Are you available on Thursday, July 7th, at two p.m.?” Or like, just says, “This is the time. Book in; we’re gonna see you then.” This is, like, the parenting strategy. If you have, this is- People just need to feel like someone else is in charge.

Meghan: Yeah, and I do love, actually, that, the little tip in here saying, choosing the similar day and time that they had last time, I found people, you know, they like their routines.

Ali: I do wanna mention that this is one of our staff members telling me her story of switching to a telehealth visit as a parent of three children, and she just wanted someone to, like, care for her for five minutes, and so she got, she drove to the doctor’s office but then had to do the call on telehealth because it was, like, the right, the height of COVID, and I just think people do just, sometimes just wanna be told, “This is how you have to take care of yourself. I’m gonna help you do that,” so that’s nice.

Meghan: Absolutely.

Ali: Okay, go on. That was-

Working with the Unscheduled Patient Report [52:05]

Meghan: All right. I love it. This is so great. The other little piece of this report that you can do is you can actually print it off. So I am gonna show my age here, but I’m a little bit of a paper and pen person sometimes, and I do love the feeling of, like, checking things off, so yeah, you could actually print this off as well.

Catherine: Mm-hmm, yeah, so yeah, you just click on the three dots over on this side here to print. So yeah, if you, like, Meghan, are a paper person and get really satisfied by ticking things off your to-do list, then you can print the report, and then you can also export to Excel or export to CSV.

So this can be used for if you want to send out, like, a mass email to any patients who maybe aren’t scheduled in for their next visit. You can do that. Be really careful, though, that you are sticking to anti-spam legislation just because there are some rules around that.

Mailchimp Integration [53:08]

One other option that you do have, instead of exporting to Excel or to CSV, would actually be to use our Mailchimp integration. So with that, anyone who is a patient or client at your clinic will automatically be added to your mailing list in Mailchimp, and Jane also sends over information about the patient, so she does send when the patient’s last visit was, so you can use it for return visit reminders as well.

If the patient goes ahead and unsubscribes from the marketing emails, then they will be removed from the Mailchimp list, so you don’t have to worry about compliance in any way there, and likewise, if they unsubscribe on Mailchimp, then they will be removed from your list of email marketing subscribers in Jane, which you can see by going to email marketing subscribers here.

And then, if you’re not super-familiar with our Mailchimp integration and you want to learn more, I would head on over to jane.app and click on videos. So we have a ton of great videos there, especially from our Allied conference that we held last year, and one of those sessions was actually on emailing with Mailchimp, so I definitely recommend heading there to check that out, and kinda check out all of the content on there really.

Question & Answer [54:27]

Meghan: Yeah, there is a lotta really great videos and whatnot, and a lotta good information to learn in that Mailchimp one, for sure. All right, so… I don’t know. Catherine, it looks like this might be a good time to answer some more questions.

Catherine: Yeah, yeah, we can definitely fit in a few questions. Let’s take a look. So someone said, “Do you have a recommendation of a system for doing reminders? So how easy is it to create templates for reminders?” So what we recommend is, so you do have the option to kinda add in your own text, and if you have a few different situations that you use the reminders for, then it’s a good idea maybe to have, like, a web doc or some kinda document with the phrases that you commonly use, just so you can then just copy and paste those into the reminder. Another option that you have would be to use keyboard shortcuts, so on Mac end, on Windows as well, you can set up shortcuts, so by typing, like, a short phrase, you can automatically add in, like, a full sentence or even a whole paragraph, so that’s kind of a system that you can use for kind of being more efficient when sending out reminders.

Meghan: Yeah, that’s great. I did see also another question here about, and it looks like Erin has answered it already, but I just wanted to touch on it as well. So about discharged patients showing up in the unscheduled patient report, so I’m just gonna pop back into our clinic here, and I am gonna go- I clicked on the schedule, but I meant to click on the patients. It’s like I’ve never used Jane before. Clearly I have, so- So one of the things that Jane does with patients is she doesn’t actually consider the patient to belong to any specific practitioner. She thinks that they belong to the clinic, so when we’re looking at the patient, and I’m just gonna actually pull up this report here again for a sec, my unscheduled patient report. If we have, say, Charlie in this report, and he’s showing up right now, and I come over into the patients, I’m gonna search for Charlie, pull him up, and then I’m gonna use my little edit function to mark him as discharge, and the same thing works with marking as deceased. Another thing with that is Jane knows that when we do this that she shouldn’t be inviting these patients back at all, so I’m gonna save that change, and then, if I come back into my report and pull up the unscheduled patient report, and I’m gonna have to refresh it. So one of the things that Jane does is she kinda tries to hold onto the information for a certain amount of time so that you’re not having to reload reports. Some of the reports are really, really long, so you may have noticed in some reports, you know, you make a change. I know it used to happen to me all the time in the transaction or the daily transaction report, when I marked something as Visa and it shoulda been Mastercard, and I’d come back in, and I’d be like, “The change didn’t happen!” And then, you know, I’d go away for a little bit and come back and be like, “Oh, the change happened.” So she does hold onto the original cash of the report for a little bit. So if I come in and refresh this, then my settings are gonna change, and Charlie isn’t gonna show up on my report anymore because he has been discharged there.

Ali: Yeah, I think what the issue people are having is that they’re discharged from one practitioner but not from another, so they don’t want the whole person as discharged. They just want them to show up as unscheduled for one type of practitioner but not for another. It’s a good point. I think we need to bring that back to product, and well, this is how I talk now. We need to bring it back to product, and think about that scenario so that we can be more helpful there. Right now, it’s true, if Jane is unscheduled for any of their practitioners, it will show up there on the list.

Catherine: Yeah, and so another question that we have here is, “How do return visit reminders work with relationships?” So if you’re not familiar with our relationships feature, it’s a way that you can link two profiles together, and then you can give the profile specific permissions for the other one. So one of those permissions that you can give is for the one person to receive a copy of the other’s email notifications and things like that, and so that does include return visit reminders, so if you have, say, a parent and a child situation, and you, and really, the parent’s gonna be the one who’s booking the appointments, so you want them to receive the return visit reminder, then they will receive those two.

Ali: Okay, that’s, that’s time, everybody. We’re at 5:01. You’ve all made it through. It was so wonderful to see you all here. Well, I guess just hear you, read your chats. It was nice to have you, and thank you, everyone who’s joining us in the recording as well. We’ll send it out to all of you who are here live so you’ll be able to return to it any time you wanna learn more or revisit any of this, and of course, we’re actually always constantly developing Jane, so make sure you’re clicking around, playing around. Click. Just see what’s in there. Click all the buttons. You pretty much can’t break anything, and if you do, we’re always here to help you fix it. That’s, we’re here, so thanks, everybody. Meghan, Catherine, any final words?

Meghan: Yeah, I think the last little final thing that I wanted to mention is if you click on the need help button the way I just did, it’ll bring up the ask a question, so if you guys have any other further questions, please reach out to us. The other thing that you can do is look at the feature request. So if you come into the feature requests, you can have a look at what people are asking for, but one of the kinda hidden in plain sight things is our roadmap, so you can always have a look at what some of the things we have ongoing are here too, and we do love to hear from you all, and thank you so much for joining us.

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