What is a non-standard message?
SaRA's automated questions prompt patients for short replies, usually one or two words. When a patient replies with a message longer than a typical scripted survey answer — more than a few words — SaRA flags it as a "non-standard" response and emails the care team. SaRA also looks at the question the patient was answering, so a short reply that may need your attention, like "Yes" to a question about pain, can be flagged too.
Important: a non-standard message is not a filter for good, bad, or emergency news. It simply means the patient elaborated. For example, "I did all my exercises today, thanks" would be flagged as non-standard.
Who receives the notification?
Depending on your practice's settings, the email can go to:
The patient's primary provider. This is the default.
Every provider on the patient's care team, when your practice turned on Notify Entire Care Team.
Anyone your practice asked SaRA to copy on every one of these emails, such as an office manager or biller.
One reminder, when your practice turned on Unopened Reply Escalation and the reply is still unopened after the time it set. The reminder goes to the address your practice chose, or to the primary provider.
A provider who switched off Non-Standard Responses in their own settings gets none of these. If your practice switched the notifications off under Manage, then Notifications, no one gets them. To change any of this, see Turning off or reducing non-standard response emails.
Do I need to respond?
That decision is entirely up to you as the clinician. The notification exists so important messages are brought to your attention quickly while respecting your time — it does not require action. A non-standard answer could be great, neutral, or concerning news about the patient's status.
Does SaRA respond to patients for me?
No. SaRA never replies directly to a patient on your behalf. Non-standard messages are simply surfaced to you so you can decide how to react.