How to send PROMs
A PROM survey can be sent once the patient has a surgery date and procedure. There are two ways to send:
- From the PROMs → PROMs Tracking dashboard — use the Send button in the relevant timepoint cell.
- From the patient's PROMs Schedule (in their patient record) — each timepoint card has Send and Copy link.
Sending delivers the questionnaire link to the patient. OrthoMate now supports email and SMS — tracking cells show whether Email, SMS or Both were sent. Use Resend to send a reminder, or Copy link to share the questionnaire another way.
Customising PROMs emails/texts
PROMs email/text messages can be customised under PROMs → Notification Templates.
The templates available to adjust include
- PROMs initial email
- PROMs reminder email
- PROMs initial SMS
- PROMs reminder SMS
The SMS messages must be less than 306 characters (including spaces).
How to automate sending PROMs
Automated sending is controlled under PROMs → PROMs Settings, in the PROMs Delivery Automation section. These settings apply to future automatic scheduler runs — manual send buttons always remain available.
- Turn on Automatically send due PROMs. When enabled, the scheduler sends due questionnaires automatically using the patient's email and phone details.
- Set the Reminder cadence — the number of days between automated reminders for questionnaires that haven't been completed (default is 7). If a patient has more than one overdue questionnaire, only the most recent one is sent. For example, if both the 2-week and 6-week questionnaires are overdue, the patient only receives the 6-week questionnaire.
- Click Save Delivery Settings.
If a surgery date changes, check the patient's PROMs schedule, see Changing PROMs Schedule.
Help for patients
The top of every PROMs questionnaire shows a technical help phone number, (07) 5221 5861, so patients can call Panacea AI if they have trouble opening or completing the survey.