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How Donna Intelligently Decides Who to Contact
How Donna Intelligently Decides Who to Contact

Learn how Donna's optimized automation workflows reach single and multi-patient households

Carmen Mick avatar
Written by Carmen Mick
Updated over 3 years ago

Donna’s automated messaging workflows are optimized to ensure as many patients as possible are reachable through our various messaging touch points.

  • Reminder, Recare and Review workflows are designed to ensure the right patients are contacted with the right messaging

  • Family Reminder and Virtual Waiting Room messages within the same day are grouped for quick patient confirmations and fast check-ins

  • Patients don’t always have their own contact information which is why Donna will fall back to the Head of Household instead if a patient cannot be reached

The following workflows apply to both text (SMS) and email messages.

Reminders Workflow:

Reminder Examples:

  1. An appointment is for Jack and Jack does not share contact info with anyone. Donna will address Jack in her reminder message.

  2. An appointment is for Jack (the Head of Household) who shares contact info with another family member. Donna will address Jack in her reminder message.

  3. An appointment is for Jack and Jack shares contact info with Jill (the Head of Household) and/or Jane (another family member). Donna will simply say, “Hi there” in her reminder message and advise Jack has an appointment.

  4. An appointment is for Jack and Jack does not have contact info but Jill is the Head of Household and does have contact info. Donna will simply say, “Hi there” in her reminder message and advise Jack has an appointment.

  5. An appointment is for Jack and Jack does not have contact info and no other family members have contact info. Donna will not send a message.

Recare Workflow:

Recare Examples:

  1. Jane is due for hygiene/recall and shares contact info with Jack. Donna will send the shared message for Jane.

  2. Jane is due for hygiene/recall and does not share contact info. Donna will send the message to Jane.

  3. Jane is due for hygiene/recall and does not have any contact info. Jack (the Head of Household) does have contact info. Donna will send the message for Jane to Jack.

  4. Jane is due for hygiene/recall and does not have any contact info and no other family members have contact info. Donna will not send a message.

Reviews Workflow:

Review Examples:

  1. Jessica completed her appointment and shares contact info with Jack. Donna will send a shared message for Jessica.

  2. Jessica completed her appointment and does not share contact info. Donna will send the message to Jessica.

  3. Jessica completed her appointment and does not have any contact info. Jack (the Head of Household) does have contact info. Donna will send the message for Jessica to Jack.

  4. Jessica completed her appointment and does not have any contact info and no other family members have contact info. Donna will not send a message.

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