Conducting a Clinical Review
A campaign segment for an Outreach campaign is a group of patients who meet specific criteria and who your healthcare organization wants to message to encourage them to take an action.
This can include actions such as scheduling an appointment or lab test that is important for their healthcare. Messages sent to patients usually include a Call to Action that will take a patient from the message into Tendo’s Patient Care Journey app where they can complete the action. Here’s an example of the type of message and Call to Action a patient might receive as part of a campaign.
A message campaign audience can be defined using a report that is filtered for patients who meet certain criteria, such as that they haven’t scheduled an appointment in the past year, or they have had a particular procedure.
Once an admin has created the report specifying the patient audience for one or more campaigns and that list of patients has been imported into Tendo, you as a provider or clinical staff member may need to review each patient on the list to determine whether the campaign should be sent to them.
Note: To use Outreach, you must have appropriate roles and permissions, the url and log in. Contact Tendo Customer Engagement for these.
Log into Atrium. If Outreach doesn’t display on the screen, select it in the top left main navigation bar.
Select Segments on the left main navigation bar. You will see a list view with campaign segments that have been created for messaging campaigns. Search or browse to find the segment that you want to review, and click on it.
Then click on the Members tab at the top of the Segment view on the right. You will see a list of patients who are members of the segment.
You can review the patients on the list to make sure that they are appropriate recipients for your messaging campaign. You can add patients or remove them.
Adding Patients to a Segment from a Report
Navigate to Segments in the left main navigation bar, and click on the Members tab. Under this tab is a list of patients in the campaign audience. Click on the … button to the right of the search bar, and choose Add From Report.
A Select a Report popup modal will display. In the dropdown menu, choose a report from which you want to add patients.
Select Go to go to the report and find the patients who you want to add to the segment. In the Add column, you can click the + next to a patient or patients to add them to the audience list.
Adding a Patient to a Segment
Navigate to Segments and choose the segment you want in the list. Click on the Members tab, and then on the + icon on the right.
On the Add Members modal that appears, check next to the name or email of each patient who you want to add to the segment.
Then click Add.
Reviewing a Patient’s Record
To find a specific patient in a Members list, search for their name in the search bar at the top of the Members list or browse the list.
To review the patient’s record, click on their hyperlinked first or last name. You will be taken to a detailed patient record for that patient.
Under the Details tab at the top, a set of core patient attributes will display.
Click on the Related Lists tab to see more information about a patient’s Appointments, Care Cases, Care Plans, Care Teams, Consents, Encounters, Ingestions, Insurance Plans, Accounts, Payments, and Wallets, depending on whether that information is available in the patient’s medical record.
Because multiple campaigns can be configured per patient segment, you may have to review the patient for inclusion in or removal from more than one campaign.
Once you have decided whether the patient should be included in the segment, click the back button to return to the Members list.
Note: As part of this flow, don’t click on the rose-colored Delete in the top right corner of an individual patient record. This will not remove the record from the Member list, but will delete the patient’s record from Tendo, which you don’t want. Depending on your assigned roles and permissions, you may or may not see the Edit and Delete buttons.
Removing a Patient from a Segment
If you want to remove a patient from the segment, under the Members tab, click on the … button on the right in that patient’s row and select Remove. The patient will be removed from the audience list.
If you want the patient to remain on the list, you don’t have to do anything more.
Patient Primary Identifier (MRN) on Outreach Pages
You can see the Patient Primary Identifier (MRN number) on several Outreach pages while you are reviewing a patient’s record. This can be helpful if you need to search for the patient by MRN number in your organization’s Electronic Health Record (EHR).
Primary identifiers for patients are in Primary Identifiers column on these Outreach pages:
- Under Campaigns, Campaign Audience.
- Under Campaigns, Insights.
- Under Segments, Members.
