Platform

The Delivery Engine

Delivery engine

The delivery engine has unparalleled communication capabilities and supports real-time and scheduled secure and normal bi-directional communications via:

• Email
• Secure messaging (secure email)
• Text messaging (SMS), including the ability to send and receive secure text messages
• Automated phone calls
• Fax
• Postal mail (for statements, letters, postcards, marketing materials and checks)

Communication is fully bi-directional and supports advanced functionality like:

• PCG can receive incoming text (SMS) messages as well as send them. PCG can identify where the text message is from so the message can be properly handled.
• When items are mailed via the postal service, all addresses and checked and corrected if needed. Address correction data is also available to be sent back to the PMS/EMR (or wherever else).
• When patients receive automated phone calls, they can respond to voice menus. This allows PCG to support asking patient to confirm or cancel their appointments by pressing a key on their phone. PCG’s automated calling capabilities also allow for transferring calls so that when a patient receives a reminder call they can press a key and have the call transferred to the doctor’s office.
• PCG can handle responses to emails. It also supports clicking on embedded links within email messages.
• Statements can delivered electronically, via secure email and if the patient doesn’t read the statement, PCG can send reminder to the patient that their statement hasn’t been opened yet. If an extended amount of time passes (defined by the practice) and the patient still doesn’t read their electronic statement, PCG will send the statement out on paper.

As an example, these advanced communication capabilities allow PCG’s appointment reminders to allow patients to respond to appointment reminders no matter how they are delivered. Patients can confirm that they are coming, cancel their appointments, and have the call transferred to the office if desired.

Failover

One of the many unique and advanced capabilities that the delivery engine has is rule based failover support. If a delivery method fails then alternate methods can be selected. So, for example if someone is scheduled to receive a phone call and the line is busy (after repeated tries) or disconnected, a rule can be set up and the message can be delivered via an alternate phone number, email or any other communication method.

Also, as another example, if a patient opts-out of receiving a reminder message via text message (or any other method), the reminder can automatically be sent via phone (or any other method that the office chooses).

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