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SMS Messages
SMS Messages

You can send an SMS to a patient, using templates, NHS conditions or bespoke SMS and file them onto their clinical record using the Phonebar

Updated over a week ago

How do I send an SMS to a patient from the Phonebar?

You can send a patient an SMS directly with their clinical record open, using the numbers in their Patient Records or an alternative number, or you can send a patient an SMS through Active Patient and Appointments, as well as a group SMS to all patients in that Appointment list

These SMS can be selected from surgery templates, or free typed and you can include NHS condition information

They can be viewed in the patient Contact History and filed to the patient record

See our guide on SMS Charges

This guide will take you through how to send, view and file SMS

Step by step guide

Sending an SMS through Active Patient

  1. With a Patient Record open, click on the Active Patient icon

  2. This will bring up the Active Patient communication window

  3. With the Active Patient window open, click on the SMS icon

    Or, hover over the SMS icon for the active patient number options

  4. You can click on the number in the list or type an alternative number into the box and then click the SMS icon

  5. When you have actioned the SMS request the SMS sending window will open

  6. The box in the centre is empty for you to type an ad-hoc message to the patient, or you can select a message template

  7. To choose an SMS template message or select a particular NHS condition, use the dropdown

    You can do any of these in combination with each other

  8. Once you are happy with your selection and wording you can choose to file it directly to the patient record by selecting File message

    You can also choose to file the message later from the Patient Contact history

  9. Then click SEND

  10. You can reset the message which will clear the text box, click RESET

  11. Or, you can cancel the message completely, which will close the Send SMS message window, click CANCEL

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Sending an SMS though Appointments

  1. When your appointments list is loaded, you will see the Patient details listed

  2. With the Appointments window open, click on the SMS icon

  3. Or, hover over the SMS icon for the patient number options

    You can click on the number in the list or type an alternative number into the box and then click the SMS icon

  4. When you have actioned the SMS request the SMS sending window will open

  5. The box in the centre is empty for you to type an ad-hoc message to the patient, or you can select a message template

  6. To choose an SMS template message or select a particular NHS condition, use the dropdown

    You can do any of these in combination with each other

  7. Once you are happy with your selection and wording you can choose to file it directly to the patient record by selecting File message

    You can also choose to file the message later from the Patient Contact history

  8. Then click SEND

  9. You can reset the message which will clear the text box, click RESET

  10. Or, you can cancel the message completely, which will close the Send SMS message window, click CANCEL

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Sending an SMS to all patients in the appointments list

  1. When you open an appointment list you will see an SMS ALL PATIENTS button above and to the right of the list of patients scheduled

  2. Click on the SMS ALL PATIENTS button, an SMS window opens

  3. You can select a template from the drop down menu at the top, type an ad hoc message in the SMS message box or do both

  4. When you click Send the message will be sent to all your patients with a mobile phone number in the list the SMS

  5. You can clear the message which will clear the text box, click Clear

  6. You will receive a notification that your message has been delivered, and any problems with delivery will be highlighted

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Sending an SMS using hotkeys

To send an SMS to a patient you can use keyboard shortcuts to open the SMS sending window. You MUST have the the patient record open first

  1. Type Ctrl + Shift + S on your keyboard

    Note: If you do not have an active patient record open you will receive an error message

  2. This will open up the SMS sending window

  3. The box in the centre is empty for you to type an ad-hoc message to the patient, or you can select a message template

  4. To choose an SMS template message or select a particular NHS condition, use the dropdown

    You can do any of these in combination with each other

  5. Once you are happy with your selection and wording you can choose to file it directly to the patient record by selecting File message

    You can also choose to file the message later from the Patient Contact history

  6. Then click SEND

  7. You can reset the message which will clear the text box, click RESET

  8. Or, you can cancel the message completely, which will close the Send SMS message window, click CANCEL

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Sending an SMS from the Phonebar

When you input a mobile number with the softphone as your call device, you can send an SMS directly from the Phonebar

  1. Click on the green Message icon in your Phonebar

  2. This will open up the SMS sending window

  3. The box in the centre is empty for you to type an ad-hoc message to the patient, or you can select a message template

  4. To choose an SMS template message or select a particular NHS condition, use the dropdown

    You can do any of these in combination with each other

  5. Once you are happy with your selection and wording you can choose to file it directly to the patient record by selecting File message

    You can also choose to file the message later from the Patient Contact history

  6. Then click SEND

  7. You can reset the message which will clear the text box, click RESET

  8. Or, you can cancel the message completely, which will close the Send SMS message window, click CANCEL

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Viewing an SMS

Any sent SMS will be available via the patient Contact History for up to 2 months (current month and previous month)

You can access the patient Contact History via the Active Patient or your loaded Appointment list

  1. With a Patient Record open, click on the Active Patient icon

  2. This will bring up the Active Patient communication window

  3. Select the Contact History icon

    Or, if you are in Appointments

  4. Select the Contact History icon

  5. When you have selected the Contact History icon, a window of the Contact History not yet filed for that that patient will appear on your screen

  6. To view the SMS sent click on Read SMS

  7. The SMS will display on the contact history window

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Filing an SMS

Any sent SMS will be available via the patient Contact History for a period up to 2 months (current month and previous month)

You can access the patient Contact History via the Active Patient or your loaded Appointment list

  1. With a Patient Record open, click on the Active Patient icon

  2. This will bring up the Active Patient communication window

  3. Select the Contact History icon

    Or, if you are in Appointments

  4. Select the Contact History icon

  5. When you have selected the Contact History icon, a window of the Contact History not yet filed for that that patient will appear on your screen

    You can use the scroll bar on the right hand side to move up and down the list. Calls, call recordings, messages, photo requests and submitted photos will be listed in date order

  6. Select the communications you would like to file to the Patient Record

  7. When you are happy with your selection click on the FILE TO PATIENT RECORD button

  8. Once you have done this the clinical record will update and you will see all the filed communication history from within the patient record

NOTE: Patient communications will stay in the Contact History for up to 2 months (current month and previous month) if not filed to the patient record in your clinical system, photos will stay in the contact history for 28 days only

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SMS Templates

Supervisors can create standard SMS templates in the Configuration Console, for everyone to use when sending messages from the practice

Accessing the SMS Templates through the Configuration Console

  1. Log in to Surgery Connect - sso.x-onweb.com - with your NHS email address and Surgery Connect password

  2. Select the Configuration Console

    Supervisors can use the Configuration Console to change the standard configuration of Groups, Extensions, Voicemail, edit Users, Calendars and the Directory and much more

  3. Don't forget - if you are already logged into a Surgery Connect console, you can navigate to any other console quickly by using the Menu, next to your initials

  4. Or; Click on the arrow in your toolbar to see the hidden icons

    Right click on the Surgery Connect Logo and select Launch Consoles. This will open up the selected console in a new window for you

  5. Choose Integrations from the menu on the left hand side menu

  6. Select the SMS Templates view

  7. This will take you to the SMS Templates dashboard

New SMS Template

  1. To add/create a new SMS template select the + New SMS Template button

  2. Give your SMS Template a Name

  3. You can insert fields into your message, so you can address the recipient by name and add a surgery signature

  4. Type the wording of your SMS into the Template box

  5. The Preview box will show you the layout of your template, together with your populated auto prompts

  6. There are NHS conditions which can be added to your templates

    To add these to a template choose the condition from the drop down list (scroll alphabetically or type to search) and click Add condition

    Once added a NHS information link will be included in your message

  7. When you are happy with your SMS Template, click Save

  8. You will see the green success notification at the top of you screen

Editing a SMS Template

  1. With your SMS Templates dashboard open, you will be able to see all of the SMS Templates that have been created for your surgery

  2. Find the template you would like to change and click on the Edit button

  3. Make changes in the Template box, and preview those changes in the Preview box

  4. When you are happy with your SMS Template, click Save

  5. You will see the green success notification at the top of you screen

Deleting a SMS Template

  1. With your SMS Templates dashboard open, you will be able to see all of the SMS Templates that have been created for your surgery

  2. Find the template you would like to remove and click on the Delete button

  3. You will be asked to CONFIRM the deletion

  4. You will see the green success notification at the top of you screen

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