Patient Communication Preferences
Each patient can set their preferred communication channels, email, SMS, or both, for different types of messages from your practice.
DPC Pro sends patients a variety of communications: visit reminders, billing receipts, secure messages from providers, and practice announcements. Patients can indicate their preferred channels, and your practice can configure default settings that apply to new enrollees.
Preferences are managed at the account holder level and can be updated by staff from the account holder’s profile or by the patient through their portal.
Default Communication Settings
Section titled “Default Communication Settings”When a new account holder is created, DPC Pro applies the following default communication preferences:
| Preference | Default |
|---|---|
| Email: Appointment reminders | Enabled |
| Email: Billing notifications | Enabled |
| Email: Practice updates and newsletters | Disabled |
| SMS: Appointment reminders | Disabled |
| SMS: Billing alerts | Disabled |
These defaults provide essential communications (visit reminders and billing) via email while leaving optional channels off until the patient opts in.
Patient-Level Preferences
Section titled “Patient-Level Preferences”Communication preferences are stored on the account holder’s profile. Each preference is a toggle that can be independently enabled or disabled.
Email preferences
Section titled “Email preferences”| Preference | What It Controls |
|---|---|
| Appointment reminders | Email reminders about upcoming visits |
| Billing notifications | Invoices, payment confirmations, and billing updates |
| Practice updates | Newsletters, health tips, and practice announcements |
Email notifications are sent to the account holder’s primary email address (the email used for their login).
SMS preferences
Section titled “SMS preferences”| Preference | What It Controls |
|---|---|
| Appointment reminders | Text reminders about upcoming visits |
| Billing alerts | Text alerts for payment due dates and confirmations |
SMS notifications are sent to the phone number on file for the account holder. If no phone number is recorded, SMS options are available in the form but a warning displays indicating that a phone number is needed.
Message Types and Channels
Section titled “Message Types and Channels”DPC Pro sends several types of communications through different channels:
Transactional messages
Section titled “Transactional messages”These messages are triggered by system events and respect the patient’s preferences:
| Message Type | Channels | Opt-Out Allowed |
|---|---|---|
| Visit reminders | Email, SMS | Yes |
| Visit confirmation | Yes | |
| Visit cancellation | Yes | |
| Payment receipt | No (required for billing) | |
| Payment due notification | Email, SMS | No (required for billing) |
| Failed payment alert | No (required for billing) | |
| Document shared | Yes |
Secure messages
Section titled “Secure messages”Provider-to-patient secure messages are delivered through the in-app messaging system. They appear in the patient’s portal inbox and can also trigger email or push notifications depending on preferences.
Message types include:
- Patient-to-provider: initiated by the patient through the portal
- Provider-to-patient: sent by a staff member or clinician
- System-generated: automated messages from DPC Pro (for example, appointment confirmations)
Each message has a priority level (Low, Normal, Urgent) that may affect notification behavior.
Broadcast messages
Section titled “Broadcast messages”Practice-wide announcements can be sent through:
- Email: delivered to the patient’s email
- SMS: delivered as a text message
- Patient Portal: displayed as an in-app notification
- Push notification: sent to mobile devices
Broadcasts respect the patient’s communication preferences. Patients who have opted out of practice updates will not receive non-essential broadcast messages.
Updating Preferences
Section titled “Updating Preferences”Staff updates from the account holder profile
Section titled “Staff updates from the account holder profile”- Navigate to Customers → select the account holder.
- Select Preferences (or navigate to the communication preferences page from the account holder’s profile).
- Under Email Notifications, toggle the desired preferences:
- Appointment reminders
- Billing notifications
- Practice updates
- Under Text Message Notifications, toggle the desired preferences:
- Appointment reminders
- Billing alerts
- Select Save Preferences.
A confirmation message appears after saving.
Patient self-service through the portal
Section titled “Patient self-service through the portal”Patients with portal access can update their own communication preferences by navigating to their account settings. Changes made by patients take effect immediately.
Opt-Out and Compliance
Section titled “Opt-Out and Compliance”Email opt-out
Section titled “Email opt-out”- Appointment reminders and practice updates can be disabled by the patient or staff at any time.
- Billing notifications (payment receipts, failed payment alerts) cannot be fully disabled as they are required for accurate billing communication. The account holder will always receive billing-related emails.
SMS opt-out
Section titled “SMS opt-out”- Patients can disable SMS preferences through their portal or by contacting your practice.
- DPC Pro tracks SMS delivery status for every message sent (queued, sent, delivered, failed).
- If a patient replies STOP to a text message, their SMS preferences should be updated in DPC Pro to reflect the opt-out.
Notification delivery tracking
Section titled “Notification delivery tracking”DPC Pro tracks delivery status for each notification:
| Status | Meaning |
|---|---|
| Pending | Notification created, not yet sent |
| Queued | Sent to delivery provider |
| Sent | Delivery provider accepted the message |
| Delivered | Confirmed delivery to recipient |
| Bounced | Email bounced or SMS failed |
| Failed | Delivery failed after retry attempts |
| Skipped | Patient missing required contact info |
| Unsubscribed | Patient opted out of this notification type |
Communication preferences for minor patients
Section titled “Communication preferences for minor patients”For patients under 18, communication preferences are managed through the account holder (typically a parent or guardian). The account holder’s preferences determine how notifications are delivered for all family members.
As minors approach adulthood, discuss with the family whether to transition the patient to their own account holder profile with independent communication preferences. See Account Holders vs. Patients for details on this transition.
Related Pages
Section titled “Related Pages”- Add a New Patient
- Patient Records Overview
- Manage Families and Dependents
- Account Holders vs. Patients
- Membership Status and Coverage
- Transfer or Archive Patients
Need Help?
Section titled “Need Help?”If you have questions about communication preferences, reach out to the DPC Pro support team at [email protected] or visit the troubleshooting guide.