Call Backs: Configuration and Settings

Use Call Backs to schedule and complete random medication counts for patients in accordance with the Drug Enforcement Administration (DEA) regulations. 

In this article, we'll review how to configure MAT and non-MAT Medication for call backs, enable signature requirements, and set up SMS messaging for automated call back notification and scheduling. 

Required Permissions: Only Super Admins can configure the Call Backs feature. 

Enable Call Backs

To begin, contact a member of Kipu’s MAT team to enable this feature.  

1. After the feature has been enabled, click on your Initials in the header and select Settings.
2. Then click on the Call Backs tab.
   
3. From the Call Backs tab, you can configure the following sections:
   • General Settings 
   • MAT Medications 
   • Doctors' Orders (Non-MAT Medications) 
   • SMS Settings 

General Settings

In this section, you can configure frequency, maximum number of patients per day, and signature requirements. Patients will only be scheduled for random call backs if they have an order placed in the system for a specified medication. 

1. Frequency: This is the interval at which patients will be scheduled for random callbacks. Qualifying patients will receive a random callback date within each interval from the start date of their first Call Back tracked medication order. 
   • Use the Every field to enter the desired number, and use the drop-down to choose the desired unit of time. In this example, a random call-back day will be selected every 30 days.
   • Note: You can enter a number greater than zero and click on the up and down arrows to adjust the number.   
2. Scheduled Settings: Enter the maximum number of patients who can have Call Back appointments on the same date by either typing the number in the box or using the up/down arrows. 
   
• Note: Once the system reaches the entered number of scheduled callbacks on a single date, it will randomly select a new date on which to continue scheduling call backs.
3. Required Signatures: This section determines whether or not patients and staff members are required to enter signatures on the Call Backs Board and/or Call Backs tab in the patient chart.
• Patient Signature: Enable this checkbox to require the patient’s signature. 
• Staff Signature: Enable this checkbox to require the staff member's signature. 

MAT Medications

When adding a new MAT medication,super admins canconfigure it by Take Out based on a minimum number of take-outs or by Phases (the system will add a callback date for all patients in the selected phase based on their MAT Orders). This section is only shown in instances where MAT is enabled.

Add MAT Medications Using the Take-Out Rule

Follow the steps below to add a MAT medication using the Take-Out rule.

1. To begin, click on the + Add Medication button.
2. Fill out the following fields in the pop-up window. 
   
1. MAT Medication: Select a Medication from the drop-down list.  
2. Rule: Select the take out rule from the drop-down list. 
3. Minimum Take Outs: Enter the number of minimum take outs. Patients receiving fewer take outs than the number entered here will not be scheduled for random callbacks.  
4. Count Empties: If selected, the number of expected empties will be calculated and tracked on the Call Backs form. This feature is used with medications that have an empty wrapper or bottle that can be tracked to prevent diversion.   
5. Track Lot Number: If enabled, the Call Backs form will require the user to confirm the Lot Number listed on the patient’s medication.  
6. Count Doses: If enabled, the system will count the doses a patient received instead of the number of units (tablets, films, etc.) for the expected counts. If disabled, the system will count units.
3. Click Add when done. 

Add MAT Medications Using the Phase Rule 

Follow the steps below to add a MAT medication using the Phase Rule. 

1. To begin, click on the + Add Medication button.
2. Fill out the following fields in the pop-up window.
1. MAT Medication: Select a Medication from the drop-down list.  
2. Rule: Select the desired phases rule from the drop-down list.  
3. Phase: Select one or more phases based on the phases enabled by location in Settings > Phases.  
4. Count Empties: If selected, the number of expected empties will be calculated and tracked on the Call Backs form. This feature is used with medications that have a wrapper or bottle that can be tracked to prevent diversion.   
5. Track Lot Number: If enabled, the Call Backs form will require the user to confirm the Lot Number listed on the patient’s medication.  
6. Count Doses: If enabled, the system will count the doses a patient received instead of the number of units (tablets, films, etc.) for the expected counts. If disabled, the system will count units.
3. Click Add when done. 

Reviewing, Editing, Deleting, and Disabling Medications

Once MAT Medications are entered, you can review tracked medications, count empties, track lot numbers and minimum take-outs, and view the staff members who created and updated a medication.

To make changes to any of the medications, review the following instructions. 

1. Delete the Medication: Click on the trash icon to delete the medication. Medications can be deleted when no call backs have been completed.
2. Disable the Medication: Toggle the enabled button to the left to disable the medication. When the toggle is blue, it means that a medication is enabled and available for call back tracking.
1. Once a medication has been disabled, the system will gray out the button and the medication will no longer be available.
• Note: Once a call back has been completed, you can only disable the medication.
3. Edit the Medication: Click on the pencil icon to make changes to the medication settings.
1. In the Edit MAT Medication pop-up, you can update the minimum take-outs number and select or deselect Count Empties and Track Lot Number options.
4. Click Update once you are done.

Doctor's Orders (Non-MAT Medications)

Doctor's Orders Medications are the non-MAT medications that can be scheduled for random call backs.  

1. To begin, click on the + Add Medication button.
2. In the new Add Medication pop-up window, you will see the following fields.
1. Medication: Select the desired medication from the drop-down list.  
2. Route: Select the desired route for the medication from the drop-down list. 
3. Dosage Form: Select the desired dosage form from the drop-down list. 
4. Minimum Order Duration: Orders with a duration less than the minimum order number entered here will not cause random call backs to be scheduled. 
5. Count Empties: If selected, the number of expected empties will be calculated and tracked on the Call Backs Form.  
6. Track Lot Number: If enabled, the Call Backs Form will ask users if the correct lot number is listed on the patient’s medication.
3. Click Add when done. 
4. Once medications are entered, you will be able to review tracked medications, routes, dosage forms, lot numbers, minimum order durations, and the staff members who created and/or updated the medication. You will also be able to count empties.
5. Delete the Medication: Click on the trash icon to delete the medication.
• Note: The medication can only be deleted if no callbacks have been completed.  
6. Disable the Medication: Toggle the enabled button to the left to disable the medication. The blue color means that a medication is enabled and available for callback tracking.
7. Once has been disabled, the system will gray out the button and the medication will no longer be available.
8. Edit the Medication: Click on the pencil icon next to the medication to make changes.
9. In the Edit MAT Medication pop-up, you can update the minimum Take-Outs number or Phases. Select or deselect Count Empties, Track Lot Number, and Count Doses options.
10. Click Update once you are done.

SMS Settings

This section allows users to customize the message received by patients when they are contacted for call backs after signing the SMS consent form.

Patients contacted through SMS will receive three messages asking them to confirm their call backs visit. Based on their response (or non-response) to these messages, the patient will either receive a confirmation or expiration/failure message which are also customizable.

Default Messages 

If no custom messages are created and the fields are left blank, the system will send the default SMS messages: 

• 1st SMS Message: “Hello [data_field.patient.name], you are due for a callback. Please come to the facility [data_field.location_address] within the next 24 hours. Reply YES to confirm.” 
• 2nd SMS Message: “Hello [data_field.patient.name], this is your second reminder that you are due for a callback. Please come to the facility [data_field.location_address] within the next 24 hours. Reply YES to confirm.” 
• Final SMS Message: “Hello [data_field.patient.name], this is your final reminder that you are due for a callback. Please come to the facility [data_field.location_address] within the next 24 hours. Reply YES to confirm.”  

Automated Responses 

• SMS message reply after YES is received as a response: “Your response has been confirmed.” 
• SMS message reply for responses received after the end of the day: “This appointment has expired. You can no longer reply to this message.” 

Creating Custom Messages

You can customize each message and use data fields to import patient, company, or location information into the message.

Note: The system can only receive “Yes” as an answer. If you want to create your own text message, we recommend composing something like, "Please reply YES to confirm."  

SMS Interval Settings 

When contacting patients through SMS they will receive up to three messages, and the SMS Interval will determine the interval between messages.

Set the desired time between message reminders by entering the number of hours. In this example, the messages will be sent every hour.  

SMS Consent Form for Call Backs Set Up

Before SMS messages can be sent to patients, they must complete the SMS Consent form. To set up this form, a Super Admins or users with Manage Templates must enable the form using the following instruction.  Click here to learn more about SMS Consent Form for Call Backs. 

1. To begin, click on the Templates tab and select the Consent Forms tab.
2. Then click on the + New Form button or click on the pencil icon to update an existing consent form.
3. Next, enable the Patient Signature checkbox. This feature will require patients to sign the SMS consent form.
4. Then, enable the SMS Consent checkbox. This feature allows the system to send SMS messages to patients once signed.
5. Create an SMS consent form. If you aren't familiar with building consent forms, check out these instructions.
6. Add a new field type named sms_consent located at the bottom of the Form fields section.  
7. In order to use this field, you must have enabled the SMS Consent checkbox.
8. Once the consent form has been customized and locations have been selected, click Update.