In this guide, we will show you how to set up the family feature, allowing for easy management of appointments, texts, etc. for all family members through a single profile.
The Family Management tab is located within the patient's profile. Open a patient's snapshot > Patient tab > Family tab.
Step 1: Start with the Head of Household Profile
Begin by navigating to the profile of the head of household, which can be either the Mom or the Dad. In this example, we will use the Mom's profile. The phone number associated with this profile will be used for checking in and receiving text messages for the entire family.
Step 2: Add Family Members
Within the head of household's profile, you can add family members. For example, you might have two children and a spouse listed. Start by using the search box for the family member's name. Then assign the "Relationship to Head of Household."
When adding family members, ensure that shared phone numbers are only assigned to the head of household to avoid conflicts during check-in. If a family member has their own phone number, add it to their profile to ensure smooth identification during the check-in process.
Step 3: Family Admin
You may notice a column labeled "Family Admin." Currently, it doesn’t serve a purpose, but it will soon enable family scheduling within our app. The family admin will be responsible for scheduling and managing appointments for all family members.
Step 4: Configure Text Reminders
In the "Text Head of House" section, you can choose which family members' text reminders should go to the head of household. For instance, you might want the mom to receive text reminders for the children's appointments, but the spouse might prefer to receive their own reminders. Simply check or uncheck the boxes accordingly.
If shared phone numbers are causing issues with text reminders, ensure that the phone number is only associated with the head of household's profile. Verify that other family members have unique contact information or are properly linked under the family management settings.
Step 5: Use the "Call Together" Feature
The "Call Together" feature is involved in the calling module. If the entire family checks in and you want them all to go to one adjusting room or area, select everyone you want to be called together when they arrive for their appointments.
Step 6: Text Reminder Details
The head of household's phone number will receive text messages for all the children's appointments. These reminders will list each child's name and appointment date, ensuring all appointments are confirmed with a simple "yes" reply.
In cases where shared phone numbers cause conflicts, ensure that the head of household's phone number is correctly assigned and that other family members' profiles are updated with unique identifiers or left blank if appropriate.
Resolving Shared Phone Number Conflicts
Shared phone numbers among family members can cause issues during check-in. To resolve these conflicts:
Assign the shared phone number exclusively to the head of household's profile.
Remove the phone number from other family members' profiles or leave it blank.
Use the Family Management settings to link all related profiles.
Test the check-in process to ensure the issue is resolved.
If you would like to customize the beginning and ending verbiage regarding a family reminder, navigate into the location > Settings > Office > Office Configuration > Reminder Templates > "Family Message Pre-Appointments" and "Family Message Post-Appointments" > edit to your desired verbiage.
Step 7: Set Up Individual Text Reminders
If you have older children with their own phone numbers, you can add those numbers to their individual profiles and uncheck the boxes in the head of household's profile. This allows each child to receive their own text reminders.
Additionally, ensure that shared phone numbers are not causing conflicts by assigning them only to the head of household. For older children with their own phone numbers, verify that their profiles are updated with unique contact information to avoid check-in issues.
Understanding the “Alternate Account” Relationship & Check-in Name Field
Within the Family Management tab, you may see a relationship option called “Alternate Account.”
When this relationship type is selected, a field labeled “Check-in Name” will appear.
What Is an “Alternate Account”?
The Alternate Account relationship is used to link duplicate patient records in the system.
Duplicate records most commonly occur when:
An office migrates from another software system
Multiple records were created for the same patient
Separate records contain different billing histories, recurring payments, or visit data
Rather than immediately merging these records, the Alternate Account relationship can be used to connect them.
Most offices will not need to use this option unless managing duplicate patient files.
What Is the “Check-in Name” Field?
The Check-in Name field only appears when the Relationship to Head of Household is set to Alternate Account.
Its purpose is to act as a display name override for the check-in kiosk.
When used, the kiosk will display the Check-in Name instead of the patient’s legal first and last name. This helps staff and patients distinguish between duplicate or similarly named records during check-in.
What the Check-in Name Does NOT Affect
The Check-in Name field:
Does not affect the calling module
Does not affect text reminders
Does not change the patient’s legal name anywhere else in the system
All calling and texting features pull directly from the patient’s primary record name.
When Should Your Office Use This?
If your office does not have duplicate patient records, you likely will not need to use the Alternate Account relationship or the Check-in Name field.
These features are designed specifically for duplicate-record management and kiosk clarity.
Conclusion
And that's it! You now know how to set up the family feature in our system. This will simplify managing appointments for the entire family. If you have any questions, please contact our support team.