What is a trigger word?
A Trigger Word is a word within an outgoing message that has been assigned a clinical code, thereby if a patient responds with this word, the clinical code will be recorded over on your clinical system to your patent’s record.
A quick example is with the below Flu Invitation template:
Dear <firstname2>, you are eligible for a free Flu jab. Use the link below to book an appointment. Text back DECLINE to refuse.
The expression DECLINE is set to be the Trigger Word for this Flu Invitation message.
A practice can assign the clinical code of Seasonal influenza vaccination declined, therefore, if a patient replies with "DECLINE", the code will be forwarded to the patient’s record on the clinical system.
If a patient is an NHS App user, they will still be able to receive messages sent.
There are just a few things to keep in mind concerning Trigger Words:
The system is now sending messages to NHS App wherever possible currently, patients using the NHS App cannot reply to messages as the app is one-way.
If your message contains a Trigger Word (e.g. DECLINE) it will automatically be sent as a standard SMS message, and patients will be able to reply via text.
How to create a Trigger Word
Click on New Message found on the left-hand side menu
Click on Trigger Words
Click + New Trigger Word
The Add Campaign pop-up box will appear
Fill in the Campaign Name field (e.g. Flu Invitation)
Fill in the Trigger Word (e.g. DECLINE, EX, CURRENT, NEVER)
Assign the clinical code with the SNOMED Code field - we recommend copying and pasting the code from your clinical system
The SNOMED Code Term will automatically be filled in
Click on the End Date (From the calendar pop-up, choose an appropriate date for the Trigger Word to end. You can also type in the date manually (be sure to use the format DD/MM/YYYY))
Click Save
This will activate your Trigger Word and save it as an entry on the main screen.
Please Note: If you run multiple campaigns simultaneously, make sure each campaign has a unique Trigger Word assigned to them. If active campaigns contain the same Trigger Word, it can complicate the clinical code sending back.
TOP TIP: You can reactivate a Trigger Word at any point by giving it a new End Date.
What are useful Trigger Words for Campaign messages?
You can create a Trigger Word for any outgoing Campaign Messages within your system. You will only be able to use one expression for a Trigger Word at one time. To help assist in creating Trigger Words, below is a list of suggestions your practice can be use:
DECLINE
DESIST
DENY
DISMISS
EXCLUDE
IGNORE
NIX
PASS
REFUSE
REJECT
STOP
VETO
How to edit Trigger words
If you wish to delete or edit a Trigger Word you have created, please do the following steps:
Click on New message found on the left-hand side menu
Click on manage Trigger Words
Find the Trigger Word you wish to change from the main list and refer to the icons on the far right:
Click the Pen icon to edit or click on the Bin icon to delete
If you need to adjust any of the information select the text field and resubmit
Click Save
Now your Trigger Word will be updated.
Please Note: if you have switched from Read Codes to SNOMED on your clinical system, and already have sent out a message with a Trigger Word, you will need to edit the Trigger Word with an updated SNOMED code.
If you have any questions or you feel that this article could be improved, please feel free to give us some feedback by emailing help@iplato.com.