Setup > Configuration

Configuration > Business Info

All pretty obvious stuff. NB: The email address on this tab is used for PowerDiary marketing as well as the default email address for all new forms so set it as your reception address and come back later and alter it if you like.  

Configuration > Locations Tab

In order to effectively set reminder messages and if applicable Medicare rebating we recommend creating separate locations for each physical site, each Zoom personal meeting link, for "phone" and for "Home Visit". It will keep things clear for clients and enables accurate billing if you take on reception.  

Assuming that your default is face to face sessions then each physical location should include

  • the Suburb as the "Name", the reception email address, street address details, location phone and fax. Also 
  • " in <Suburb>" as the location notes - NB leading space is important adn is used later in our reminders templates.
  • #FFFFFF as the colour, or if you work from multiple physical locations choose a series of very pale colours - a different on for each. We reserve #A9E4F3 for Zoom locations, #FDFDD9 for phone and #D0E7D6 for home visits. 
  • Make each location active and make the most commonly used location the default. This default will be overridden by active rosters but any time you are booking outside your normal hours then this location will be used. 

If you're using Zoom for Business and have a working Personal link similar to https://zoom.us/my/yourname then set up each "Zoom" location as follows:

  • Set the name as "Zoom <inititals>"
  • Set the email as reception@customerdomain
  • Set the address as "Telehealth session via Zoom"
  • Set the phone and fax numbers as the customer's main reception numbers
  • Set the location notes as " via https://zoom.us/my/<Zoom personal link>" NB the leading space is important
  • Set the colour as #5FE0FF
  • Leave the Default as off unless this clinician only provides Zoom services

If you are likely at some point to do phone sessions then do a simple phone setup:

  • Name "Phone",
  • Set the address as "Telehealth session via Zoom"
  • Set the email as reception@customerdomain
  • Set the phone and fax numbers as the customer's main reception numbers
  • Location notes: " by phone",
  • colour : #FDFDD9 and default off.

If you are likely at some point to do home visits then create a home visit setup: Name "Home Visit", Location notes: " at your home", colour : #E7E7D0 and default off.

  • Name "Home Visit",
  • Set the address as "Home visit"
  • Set the email as reception@customerdomain
  • Set the phone and fax numbers as the customer's main reception numbers
  • Location notes: " at your home",
  • colour : #E7E7D0 and default off.

Configuration > Calendar Display

This is largely personal preference but things of note include:

  • The Minutes per calendar block is important. If you will never start an appointment other than on the hour, quarter past, half past or quarter to then I recommend 15 minutes. The services should define the duration so even if appointments are 50 minutes it will render well. Just think about your start times. 
  • If you have more than about 5 clinicians then you'll likely want to swap to showing the calendars as a drop down.
  • If you do 15 minute appointments then you'll likely want to turn off the "Client Name on a separate line" option

Configuration > Reminders

PowerDiary comes with a set of default templates that are OK but can definitely be improved on. We have also found that the number of templates seems to build up over time and visually finding them when that list isn't well structured alphabetically can be difficult. We will come back to it and provide a long list of standard templates but we need these straight away. So first thing go and setup the following communication templates:

  1. Delete all the default PowerDiary templates except:
    1. Appointment Reminder (Email)
    2. Appointment Reminder (SMS)
  2. Create "zzz_ Template Email" - do the work now to recreate your beautiful email signature in PowerDiary so that you can copy and paste it into subsequent email templates in the future. Use online html signature generators and use a GMail format then go to Tools > Communication > Templates,  clienk + New Template and paste the generators signature into your new template. Change the links, the colours and similar until you are happy.  
  3.  Using our scheduling templates list, go through and edit the equivalent templates from the exception list above or create as necessary and update the names and content but anywhere you see <Reception Signature> use the "zzz_ Template Email" footer to render your branding. 

There is a degree of personal preference to setting up the reminders schedule but we would suggest trying to strike a balance whereby your clients don’t feel inundated, no shows are minimised and clients have ready access to addresses, numbers and telehealth links on their preferred devices. Our suggested consent forms also offer a way for clients to specify their preferences, this is the global default.  

We suggest the following:

  • If you edited the names of the default SMS and Email reminders then they should be updated as below. If not set the Automatic "Reminder 1 to be 3 days out via SMS." We found the cancellation rate was anecdotally higher when we used 24 or 48 hours out reminders whereas clients would tend to commit 3 days out and feel obliged to attend. I do not have data on optimising the number of days out and the impact on attendance but I'd love to analyse it if you're willing to send me anonymised data exports from PowerDairy and your reminders schedule. 
  • If you've not got reception coverage on Saturdays then turn on "Send on Fridays" option
  • Leave the automation for Y/N replies to flow through as cancellations. 
  • We have found that sending the SMS reminder 72 hours hits the best balance of having enough time to fill the spot if someone cancels and it not being so far out that clients forget to attend. That said, our stats are that 15% of appointments cancel or reschedule and of those spots that open up only 37% are re-filled!
  • The "New Appointment Template" is a nice idea but it breaks down in practice. We recommend you turn it off. Otherwise, when you are using the waiting list and creating offers this template will trigger and confuse clients terribly. If you use a personal appointment to render offers instead then the likelihood of typos slipping into the process goes up and in the past prior to PowerDiary we found the frequency of these types of errors was surprisingly high. We hope that PowerDiary will add the appointment status of "Offered" soon and that this status would trigger a "New Offer template" instead of the "New Appointment Template" but until then we don't recommend this automation.
  • Turn on reminders for ending recurring appointments and 
  • Turn on reminders for ending session packs

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Configuration > Invoices

There's not a lot of customisation available in the PowerDiary invoice editor but it's OK. Make sure that you have imported out Standard Billing communication templates first. 

Firstly your logo should be uploaded and cropped. If you have access to create a logo that doesn't need to be zoomed after cropping then you will tend to get cleaner results. I have also found that using a PNG will look rougher than a high quality jpg.

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PNG JPG

The logo image occupies the whole of the top of the invoice layout regardless of the other options and a massive image will force the rest of the invoice off the bottom of the invoice as a result. Aim for around  150px high and not more than 1240px wide. If the image you have is larger than this but don't have access to Photoshop or similar then perhaps open it in a browser or image viewer like Photos then use the Zoom control plus a screen capture application like Snipping Tool to generate a new image with different dimensions. Alternatively PowerDiary does allow you to set the image width after you crop it on upload. But be warned - the image will look distorted if you do.

  • Invoice Title: Are you in Australia? GST law requires us to use the wording "Tax Invoice"
  • How to calculate Tax: Are you in Australia? Then you should include tax in your pricing for most retail businesses. Some manufacturing business to business sectors default to excluding GST and I have no idea why "No tax" would ever be selected in Australia. 
  • Custom wording at the top: When you do telehealth appointments that are being claimed under Medibank, they need the address of the business but this would otherwise be supressed. Just insert the usual business address. 
  • Custom wording at the bottom: Please note that unless there are exceptional circumstances, the full fee is charged for appointments that are cancelled less than 24 hours prior to the appointment.
  • Invoice Email Template: Inv Default (Email)
  • Turn off the PowerDiary footer

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Configuration > Communication

The Forward text message replies to option is only useful if you want to spend $0.15 per response having messages forwarded to your mobile. There are other ways to manage SMS conversations - I recommend leaving it blank

Business email address should be your admin / reception email and the Name shown in Email is your default Email name eg "CPC Reception"

Mailchimp is useful for promotional mailouts but not something we will cover

We recommend using the PowerDiary mail server. Not because using Office 365 or similar is not a good idea, but because the way PowerDiary have implemented the mail authentication isn't viable unless you're a single email address practice. For instance if you send an email as anything other than the business email address above eg reception@clinicalpsychology.com.au, then you will get a cryptic authentication error. So if you are a sole trader and will never use a reception email then do the GSuite or Office 365 setup and all sent mail will be saved to your Outlook sent mail box as well as in PowerDiary, but if you will ever use 2 or more email addresses then you must use the PowerDiary email servers. This also means that you will have a lot of problems with emails being flagged as spam unless you alter your domain manager and add a TXT record into the DNS settings like this:

Type: TXT

Name: 

TTL: 3600

Destination: "v=spf1 include:outbound-mail.powerdiary.com -all"

 

NB: If you have an existing O365 of similar spf record they should be combined like this: 

"v=spf1 include:spf.protection.outlook.com include:outbound-mail.powerdiary.com -all"

 

Configuration > Tasks

This is again personal, but later on our training will rely on the "Create a task when the last appointment in a session pack is used or a pack expires" being turned on.

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