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Customer communications log

Description

From http://www.openvpms.org/project/customer-communications-log

This project will provide support to log customer communications, both automatically and manually, and allow this log to be queried.

It will replace the existing Notes tab, under Customer -> Notes & Alerts. Existing notes will be migrated.

The following information will be logged:

  • the date/time that the communication occurred

  • the type of the communication. One of:

    • phone

    • SMS

    • email

    • mail

    • note

    • the customer

    • optional patient

    • the reason for the communication e.g. reminder, surgery followup

    • the communication address i.e. the phone number, mailing address, or email address

    • optional description

    • optional notes

    • the practice location

    • the author (i.e. the logged in user)

For emails and SMS, the content will be logged.

A log will be created automatically under the following circumstances:

  • when a reminder is emailed, SMSed or printed during reminder generation

  • when a customer is sent an ad-hoc SMS

  • when a customer is sent an email

  • when someone other than the customer is sent an email, regarding the customer's patient e.g. for a referral

User Interface

Communications Log

The existing Notes & Alerts workspace will be renamed to Communications, and the Notes tab renamed to Communications. The Alerts tab will be retained.

The Communications tab will list log entries from newest to oldest in a table including:

  • Date

  • Patient

  • Type

  • Reason

  • Location

  • Address

  • Description

Selecting an entry will display the full log details in an area beneath the log table.

New, Edit and Delete buttons will be provided. These will be subject to the usual archetype security permissions.

Display Criteria

By default, all log entries will be displayed.

Log entries may be filtered on:

  • Date range

  • Patient

  • Type

A Communications hyperlink will be added to the customer summary to display the Communications tab.

Automatic Logging

Reminder Generation

A log will be created for each reminder that is emailed, SMSed or printed by Reporting -> Reminders -> Send All.

No log will be created if the reminder is listed to be phoned, or exported.

The log will include:

  • Date: the date/time the reminder was generated

  • Type: one of Email, SMS, Mail (for printed)

  • Customer: the owner of the patient

  • Patient: the patient linked to the reminder

  • Reason: Patient Reminder

  • Address: the customer email address, phone number, or mailing address

  • Description: the reminder type and count

  • Location: the practice location where the reminder was generated

  • Author: the logged in user

Customer Emails

If an email is sent to a customer, initiated from the customer summary or contacts, a log will be created with:

  • Type: Email

  • Reason: Ad-hoc email

  • Patient: the current patient, or none if no patient is selected or doesn't belong to the customer

  • Address: the customer email address

  • Description: the email subject

  • Notes: a list of the names of any attachments

  • Location: the practice location where the email was sent from

  • Author: the logged in user

  • Content: the body of the email, excluding attachments

Emailed Customer Documents

If an email is sent to containing one or more customer document as attachments, a log will be created with:

  • Type: Email

  • Reason: Forwarded documents

  • Customer: the customer the documents belong to

  • Patient: None

  • Address: the email address. This may not belong to the customer

  • Description: the email subject

  • Notes: a list of the names of any attachments

  • Location: the practice location where the email was sent from

  • Author: the logged in user

  • Content: the body of the email, excluding attachments

Emailed Patient Documents

If an email is sent to containing one or more patient document as attachments, a log will be created with:

  • Type: Email

  • Reason: Forwarded documents

  • Customer: the owner of the patient

  • Patient: the patient the documents belong to

  • Address: the email address. This may not belong to the customer

  • Description: the email subject

  • Notes: a list of the names of any attachments

  • Location: the practice location where the email was sent from

  • Author: the logged in user

  • Content: the body of the email, excluding attachments

SMS

When an SMS is sent to the customer, initiated from the customer summary or contacts, a log will be created with:

  • Type: SMS

  • Reason: Ad-hoc SMS

  • Patient: the current patient, or none if no patient is selected or doesn't belong to the customer

  • Address: the customer phone number

  • Location: the practice location where the SMS was sent from

  • Author: the logged in user

  • Content: the SMS text

Configuration

Automatic logging will be enabled by a new Practice configuration option, Enable Communications Logging.

Archetypes

The following archetypes will be provided:

  • act.customerCommunicationNote - replaces act.customerNote

  • act.customerCommunicationEmail - used to log an email
    Where the email content is too large to fit in the 5000 character string limit, a document will be stored instead.

  • act.customerCommunicationSMS - logged SMS

  • act.customerCommunicationPhone - used to log a phone call

  • act.customerCommunicationMail - used to log a mail

  • lookup.customerCommunicationReason - the log reasons. The following will be provided:

    • AD_HOC_SMS

    • AD_HOC_EMAIL

    • PATIENT_REMINDER

    • FORWARDED_DOCUMENT

Migration

The existing:

  • act.customerNote instances need to be migrated to act.customerCommunicationNote

  • lookup.customerNoteCategory need to be migrated to lookup.customerCommunicationReason

Exclusions

  • No logging will be performed during statement generation

  • No reports will be provided as part of this project.

  • No support will be provided to print individual log entries

Environment

Status

Assignee

Tim Anderson

Reporter

Tim Anderson

Components

Fix versions

Priority

Minor