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Q. How does Ability Pro compare
to an auto-dialer?
A. One of the key differences is that Ability Pro features email capability which has no incremental cost to the provider. Many O&P patients fall into the “heavy users of email” category. Ability Pro gives the patient the option of choosing their preferred method of contact – Email, postal mail, or phone. If the patient’s choice is phone contact, Ability Pro allows the provider the opportunity to call a patient when they are most likely to be available and willing to speak on the phone which translates into better customer service.
Another key consideration is cost. Ability Pro is billed monthly based on the size of a provider’s patient database with a discounted rate to Point members.
Q. How do I log onto Ability Pro?
A. Log onto Ability Pro via the website at www.ability-pro.com
using your personal username and password.
Q. How do I add staff members
to the system and how many can I add?
A.Go to the Main Admin tab and click on Authorized Personnel & Passwords. From this screen you will be able to add as many staff members as you’d like. You can designate them as Administrator or Staff, depending on the level of access you’d like them to have. Staff designees will only have access to the Current To-Do List and the Patient tab.
Q. I forgot my password or username. How
can I get it back?
A. VGM Forbin will keep a secure record of
all passwords and usernames. Contact us and we’ll
be happy to supply you with your username or password.
Q. How do I access the
Current To-Do List?
A. When you log into Ability Pro from the website
you will automatically be taken to the Current To-Do
List. You can also access it from the Main Admin tab.
Q. How do I sort the Current To-Do list to
work on specific patients?
A. Click on “Patient”, “Equipment
Type”, “Date Due” or “Preferred”
to sort alphabetically by name, equipment, due date,
or preference of contact.
Q. Why are some dates highlighted in red on
the Current To-Do List?
A. If Date Due is past due or is the current
date it will be highlighted in red.
Q. How far in advance will a due date appear
on the Current To-Do List?
A. A due date for a communication will appear
seven days before the communication is due.
Q. How can I access Patient Information?
A. Click on the Patients tab and then click
on Patient Listing. This will bring up an alphabetical
listing of all patients in the system. Click on the
patient’s name to go to the Edit Patient page for
the chosen patient. From there you can access Equipment,
Preferences, and Patient Communication as pertains to
that particular patient.
You can also access Patient Info by clicking on the
patient’s name on the Current To-Do List page.
Q. Why are some patient’s names in grey
in the Patient Listing?
A. Inactive patients show up as grey. Active
patients are red and patients whose file has been accessed
that day show up as blue. You will be billed for all
patients in the system whether active or inactive.
Q. Where can I view/update equipment, dates
of service or doctor information for a patient?
A. Click on the Patients tab then Patient Listing.
Find the patient and click on their name to go to the
Edit Patient page for that patient. Next, click on Equipment.
You will be able to add, delete or update equipment
and view specific dates of service as well as doctor
information, payer source, diagnosis, etc. from this
screen.
You can also access Patient Info by clicking on the
patient’s name on the Current To-Do List page.
Q. Where do I update Insurance information?
A. Click on the Patients tab then Patient Listing.
Find the patient and click on their name to go to the
Edit Patient page for that patient. Next, click on Equipment.
You will be able to add, delete or update equipment
and view specific dates of service as well as doctor
information, payer source including insurance information,
diagnosis, etc. from this screen.
Q. How do I enter/change the patients preferred
method of contact?
A. Click on the Patients tab then Patient Listing.
Find the patient and click on their name and go to their
Edit Patient page. Click on Preferences and enter the
type of preference – Email, Mail, or Phone. You
will be prompted to verify information. When finished,
click on Submit.
Note: You must click on Submit
any time you make a change to patient’s preferred
method of communication.
Q. Why is there no preferred method of contact
listed for a patient on the Current To-Do List?
A. You must click on Submit after confirming
the patient’s preferred method of contact. To
correct this, click on the patient’s name in the
Current To-Do List. This will take you to the Edit Patient
page. Click on Preferences and confirm that Email, Mail,
or Phone is listed. Click on Submit to enter the patient’s
preferred method of contact.
Q. Do I have to manually enter every patient
in my database into Ability Pro?
A. VGM Forbin will input your initial patient
database into the Ability Pro system free of charge. You
will need to input new patients into the system as you
add them.
Q. Are patients automatically contacted or
do I have to contact them?
A. If a patient’s preferred method of
contact is Email the documents and surveys will be automatically
emailed to their valid email address on the due date
indicated. If patient’s preference is Mail a staff
member will need to physically generate the document
or survey and mail it to patient either prior to or
on the due date indicated. If preference is Phone a
staff member will need to contact patient via telephone
either prior to or on the due date indicated.
Q. How do I view/enter notes or information
regarding patient communications?
A. To view all patient communication including
notes, click on the Patients tab then Patient Listing.
Find the patient and click on their name to go to their
Edit Patient page. Click on Patient Communication to
view all communication including notes.
To enter notes type the pertinent information into
the box labeled Add a note or task. Click Submit to
enter.
Q. How do I set a task reminder?
A. Click on the Patients tab then Patient Listing.
Find the patient and click on their name to go to the
Edit Patient page. Click on Patient Communication. Enter
a date in the blank labeled Due Date if Task. Tasks
with due dates inserted will be seen on the Current
To-Do List page when due date approaches.
Q. How do I make a patient active/inactive
or delete a patient?
A. Click on the Patients tab then Patient Listing.
Find the patient and click on their name to go to their
file. From the Edit Patient screen click on the appropriate
box to make the patient active or inactive.
To delete a patient entirely, click on Patients tab,
then Patient Listing. Find the patient and click on
their name to go to the Edit Patient screen. From there
click on Delete Patient and Submit.
Note: You will be billed for all
patients in your database, whether active or inactive.
Q. How do I add a new patient?
A. Go to the Patients tab and click on Add
New Patient. Fill in all required, (highlighted), information
and click on Submit.
Note: Filling in optional fields
will allow added convenience for contacting patient
and QI reporting.
Q. How do I set up a document to be emailed/mailed
to the patient?
A. To set up a document click on the Communications
tab then click on Auto Email Administration. You can
use the included series of letters or can create your
own letters. To create your own letters, enter in a
subject line if the document is to be emailed, followed
by a document title in the box below the subject line.
Just as you would in a word processing program, you
may add links, graphics, or change fonts and colors.
You can also copy and paste from a current document.
The email document will be saved to your list of documents
for automatic patient notification when combined with
an equipment communication frequency if it is to be
emailed to the patient.
If the patient prefers Postal Mail, you can print
out the document to send to the patient.
Q. How do I create a survey to be emailed/mailed
to the patient?
A. We have included a series of surveys that
are ready to use or you can choose to create your own
surveys. To create a survey click on the Communications
tab then click on Survey Administration. To create your
own survey, click on Add Survey. Insert a title for
your survey in the indicated box. Underneath the title,
enter in your lead in text in the box provided as you
would in a word processing document and click on Add
Questions to this Survey. A new page will pop up where
you will be able to insert as many questions as you
wish, each with 3 possible replies and a possible resulting
action to be taken, depending on the patient’s
response. After each question/reply/resulting action,
click on Add Another Question to this Survey if you
wish to add more questions. When you are finished adding
questions/replies/resulting actions, click on Done.
The survey will be saved to your list of documents
for automatic patient notification when combined with
an equipment communication frequency if it is to be
emailed to the patient. If the patient prefers Postal
Mail, you can print out the document to send to the
patient.
Q. How do I know that a patient has filled
out a survey?
A. When a patient fills out an email survey
it will automatically be emailed back to the provider
at the email address the provider specifies during the
sign up process.
Q. What happens when a patient answers a question
in a survey that triggers a “contact immediately”
response?
A. The provider will receive an immediate email
to the address specified during the sign up process
indicating which survey the patient has completed and
that they are requesting immediate contact. A link will
appear in the email to the provider that the provider
will be able to click on to view the actual survey and
the patient’s responses.
Q. Can I use a personal document?
A. Yes. You can upload documents to the system
to which email correspondence may be linked to. Click
on the Communications tab then Document Administration.
First browse your computer for the document to be used
and insert it into the box provided. Next, enter in
a Lead-in Text in the box provided. This text will be
sent out in the email along with the link to your document.
Click on Submit to populate the document to your document
list.
Q. What are Communication Frequencies and how
do I set up them up?
A. Communication frequencies dictate how often
your To-Do list is populated which in turn sets up the
frequency of contact with your patients. You must first
set up your letters or surveys using Auto E-Mail Administration,
Survey Administration, or Document Administration to
establish a form of communication. Once you have populated
your document list, do the following:
Click on the Communications tab, and then click on
Set up Communication Frequencies. We have included a
list of a variety of equipment and supplies in the system
with frequencies already supplied. In each equipment
type you may add new frequencies of contact by first
clicking on View then Add Another Frequency to this
Equipment Type. A new page will open up that shows a
box labeled Next Contact with a blue dropdown arrow.
Click on the drop down arrow then click on the desired
frequency, (from same day to 5 years), after date of
service.
Once you have chosen the new frequency, click on the
blue drop down arrow next to the box labeled Communication.
Choose the type of communication from your documents
list and click on Add Equipment Frequency.
A specific item does not have frequencies assigned
to it. How do I create communication frequencies for
this item?
Click on the Communications tab, Set Up Communication
Frequencies, then Add Equipment Frequencies. Choose
an equipment type from the drop down box labeled equipment
type. If the type of equipment is not listed, enter
it into the box labeled If Other, explain. Then choose
the Initial Contact after date of service from the labeled
box. Choose the type of Communication from the labeled
box and click on Submit.
Q. How do I view or print reports?
A. To view reports, click on the Generate Reports
Tab.
To view all contacts click on Contacts History. The
Date of report will always be the current date. Choose
the Number of Days of Contacts to report from the drop
down box, and then, if desired, choose a specific Staff
Member. Click on Go for a listing of all patients contacted
within the time frame specified.
To view more specific contacts, click on Contacts
By Equipment Type. The Date of report will always be
the current date. Choose the Number of Days of Contacts
to report from the drop down box then choose the Equipment
Type from the corresponding drop down box. You may choose
a specific Staff Member if desired. Click on Go for
a listing of all patients contacted within the time
frame specified with the specific type of equipment.
You may view and print other reports (Doctor, Other Referral Source, or Payer) using the same method. All reports can be printed for a hard copy of the record.
Q. Can I configure the system to print specific
reports other than by History or Equipment Type?
A. The current application of Ability Pro will
show/print reports based on History or Equipment Type.
Future applications may contain other types of reports.
Q. How much does the system cost?
A. The breakdown of cost, along with the discounted rate to Point Members is shown here.
You will be billed based on the amount of patients in
your database each month.
Q. How often will I be billed?
A. You are billed a pro-rated charge when you
sign up based on what you indicate your anticipated
usage will be. After that, VGM Forbin will check your
database at peak billing times – typically the
end of the month – and bill accordingly on the
first of the month following. We will never bill you
for more patients than are actually in your Ability Pro
database.
Q. Is there a demonstration I can view of Ability
Pro?
A. Please contact us directly at 866-999-9469
for a personal online demonstration of Ability Pro.
Q. Can Ability Pro be used in conjunction with
Brightree or comparable billing software?
A. To a limited degree. Some billing software companies can convert your existing patient database into an excel or csv file that you can forward to VGM Forbin to have it inputted into the Ability Pro system. Brightree specifically features an “export/import” feature that will allow you to export your database from Brightree and import it directly into Ability Pro. Contact us for more details.
Q. I'm not sure if my patients have email. How can I get their email address?
A.We recommend that you hand deliver the "Communication Preferrence" letter - found in the standard set of documents - to the patient on the initial date of service. This letter informs the patient that you will be utilizing an automatic online patient follow-up system to better meet their needs and are requesting their preferred method of contact, including email address.
Q. How do I sign up for Ability Pro?
A. Please contact us at 866-999-9469 and we
can sign you up over the phone so you can begin utilizing
Ability Pro within minutes.
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