What is a batch message?

A batch message allows you to quickly and efficiently communicate with cohorts of patients at your practice or within your network.

When would you use a batch message?

If you want to contact many patients at once with the same content, you would use the batch messaging feature. Batch messages can be used to send out booking links to an appointment type that you specify, you can also send out questionnaires to many patients, or just a simple message.

How do you send a batch message?

Step 1: Create a campaign

From the home screen click Manage campaigns, this will open the campaign overview where you can view and manage your existing campaigns.

To create a new campaign, click + New campaign, in the top left of the page. A pop-up will appear with a name field and 3 options for you to choose the type of campaign you would like to send. To send a batch message with just information or the option to respond, use the basic campaign type. Name your campaign, choose a type and continue by selecting Create campaign.

Don’t forget to name your campaign. A name should summarise the campaign you are running e.g: Shingles Info.

Step 2: Upload your patient list

To prepare your batch message, the next step is to upload your patient list. This list contains all the patients you want to add to the campaign. You can obtain this list as a CSV file from your GP System (EMIS or System One). To upload your patient list, select the type of messages you would like to send to your patients (This could be an “SMS” or “Email” message). Next, click the “Choose file” button to choose your CSV file.

​Once you have added your file click continue.

Once your CSV file has been uploaded, you will be shown a screen that informs you of the status of your uploads.

A successful upload means that Hero Health successfully retrieved the contact details from the PDS. Unsuccessful uploads refer to patients whose information we were unable to retrieve. You can download a CSV file for unsuccessful uploads. The CSV file will provide reasons for each patient's upload failure.

Step 3: Compose your message

Now you have uploaded your patient list, the next step is to compose your campaign message to your patients or use one of Hero Health’s custom-built message templates.
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To use a message template click Add template and select the template you would like to use from the dropdown.

Find out more about message templates

💡Top Tip: You do not need to write "use the link provided to book", this is already included when you add an invite link.

Step 4: Review and Send

Congratulations, you are now in the final step in setting up and sending a batch message with a bookable link. So far, you have :

• Chosen your campaign type

• Uploaded your patient list

• Composed a message

Now you have composed your message, we advise reviewing your message before sending it. When you are happy with the message click “Send”.

How can I obtain a patient list CSV to upload?

Watch this short video to find out how:

Why can't some patients be uploaded?

Sometimes patients will be unable to be uploaded. This may be because they are not available in PDS or the data from your CSV could not be matched with PDS e.g. incorrect DOB. When your patient list is finished uploading Hero will provide you with a list of patients who could not be uploaded, this means you can find these patients and update their data in your EHR

Why have some of my messages failed to deliver?

Messages can fail to deliver for multiple reasons. It may be an issue with the patient having an incorrect phone number or email address on PDS making the message undeliverable, or an issue with Firetext. You will need to have created a firetext account and populated it with credits before you start sending messages. You can see the reason for the failure within the campaign, by clicking on the patient whom has had a message failed to deliver. Messages will only ever save to record on successful delivery of a message.