Preferences
User preferences are customizable on a per-user basis. All patients, providers, and staff members can adjust their own by clicking "Preferences" in the right-side menu in Mend. Providers and staff members can also access the shortcut Alert Management Tool by tapping their avatar or user image at the top right of the screen.
Depending on your user role and how your organization is set up, you may see a different combination of settings described below, and you may have permission to edit preferences and access to features for other users in your organization.
Note: Toggle buttons on the right side of the screen may be tapped to turn the associated setting on or off. If the circle inside the toggle button is on the right, the setting is ON. If the icon is gray and the circle is on the left, the setting is OFF.
Notifications
Notifications are the standard emails, SMS text messages, and/or phone calls that patients, staff, and providers receive when their attention is needed by your healthcare organization. This includes appointment reminders, links to complete forms, etc.
The following section describes what each notification setting is, which types of users have access, and why the setting is used in Mend.
General Notification Settings
What: Notification Language
Who: All Users
Why: This drop-down will allow you to change the language of your text and email notifications. The options are currently English, Arabic, Chinese, French, Haitian Creole, Nepali, Portuguese, and Spanish.
Note: As of May 2021, the language selected here will also determine the language of all content on the Mend portal for patient users only.
What: Time-Zone
Who: All Users
Why: This drop-down list allows you to select which time zone is listed in the appointment notifications sent to you by email and SMS text message. Please note that all content in your Mend portal, including your upcoming appointments and the appointment booking process, will match the time zone to which your device is set unless otherwise specified on the screen. If you think there is a mis-match, please click "Need Help" to start a live chat with our support team, and we'd be happy to help you locate and resolve any discrepancy.
What: Auto-Refresh
Who: All Users
Why: By default, all pages in Mend auto-refresh at specific intervals to make sure the content you are seeing is always up to date. For ADA compliance, we allow users to disable this setting, however we strongly recommend that all users keep Auto Refreshing Modules toggled to ON when possible.
Notifications
What: Email
Who: All Users
Why: This setting determines whether notifications are delivered to the email address we have on file for you. We recommend that all users keep this notification toggled to ON to receive notifications by email.
What: Voice
Who: All Users
Why: If applicable, toggling this setting to ON will allow you to receive voice call notifications.
Note: This setting requires additional configuration in your organization's setup. To allow voice notifications, please coordinate with your Org Admin and Mend Product Expert Team (success@mend.com) to make sure the appropriate Org Settings are in place.
Alerts
Alerts allow providers and staff to passively monitor the Mend Dashboard using customizable visual and auditory cues. Depending on how your organization is configured, providers and staff may choose to be alerted for the following events:
- A patient is waiting in the transfer queue
- An assessment has been submitted
- A patient has connected to a video visit
- An appointment modification has been requested
Note: All alerts are automatically suppressed when you are in a video session.
Note: Internet Explorer 11 and Safari on MacOS are not compatible with Mend alerts.
Note: Alerts may be disabled if you have more than one Mend tab open on your device.
To customize alerts, first make sure the "Allow Alerts" toggle is in the "ON" position.
For each event type, providers and staff have the option to enable desktop notifications, visible tab alerts, and audio alerts. You may also test your selected alerts configuration using the "Test" button.
Alert Types
Desktop Notifications
Enabling desktop notifications will provide a heads-up alert in the corner of your screen along with a corresponding sound whenever the associated event occurs, even if you are not currently logged in to Mend.
This setting requires additional permissions granted to your web browser. When you toggle it ON, make sure to select "Allow" in the pop-up window.
Note: Desktop notifications are not currently permitted on iPhone or iPad.
Visible Tab Alerts
If you are working in another browser tab, this alert type will show a (!) on the Mend tab when the associated event occurs. Visible tab notifications require you to be logged in to Mend.
Audio Alerts
Audio alerts will send a brief tone to your device's default sound output when the specified event occurs, and again at your specified frequency. Audio alerts require you to be logged in to Mend.
Alert Schedule
At the bottom of the page, you may set a schedule for to allow alerts. If you choose to only allow alerts on weekdays from 8:00 am to 5:00 pm, for example, you will not receive alerts for events that occur outside of this window.
Access & Integration
This section at the top of the Preferences page is only visible to Org Admins and Provider Admins, and only when the selected user is eligible for the relevant permissions.
What: Integration Enabled
Who: Staff and Providers
Why: Depending on your organization's type of integration, providers and staff may need to be individually mapped from your EHR/EMR to Mend. Once this has been done and the appropriate EMR ID has been added to the provider or staff member's Mend account, you may enable their integration.
What: Bulk Notification Access
Who: Staff and Providers
Why: If your organization uses the Bulk Notifications feature, you may grant access to individual staff and provider users with this toggle.
What: Report Access
Who: Staff and Providers
Why: If your organization uses Reports, you may grant access to individual staff and provider users with this toggle.