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VA Technical Reference Model v 20.4

AudioREMINDER
AudioREMINDER Technology

General InformationGeneral Information help

Technologies must be operated and maintained in accordance with Federal and Department security and privacy policies and guidelines. More information on the proper use of the TRM can be found on the TRM Proper Use Tab/Section.

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Description: The AudioREMINDER software module is an automated appointment reminder telephone application using the Private Branch Exchange (PBX) system. The AudioCARE system has parameters that determine when the list of upcoming appointments should be retrieved and the time window for when calls should be made. Once the appointments are found, they are placed in a calling queue on the AudioCARE system. This calling queue is then processed by calling each patient in the file. The message can speak time, date and location of the appointment and can retry a call if a line is busy or there is no answer. The application can prompt the patient to confirm, request to cancel or request to re-schedule their appointments. Once the call has been completed, a transaction is stored in order to allow reports to be created with information regarding the reminder calls.

The AudioREMINDER module integrates with the AudioCARE platform, which uses an InterSystems Enterprise Cache Protocol (ECP) to connect to the Veterans Health Information Systems and Technology Architecture (VistA) to find all patients with appointments that meet the criteria necessary in order to be called. The information written to Cache is needed in order to create reports which detail the calls made, whom they were made to, and the patient`s response to the appointment reminder call (i.e. Confirm, Cancel, and Reschedule). All Personally Identifiable Information (PII) and Protected Health Information (PHI) used during the calling process is retrieved from VistA and stored in a temporary file within the AudioCARE platform. Once the call is completed this information is removed from the calling queue.
Technology/Standard Usage Requirements: Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information Security Officer (ISO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.
Section 508 Information: This technology has not been assessed by the Section 508 Office. The Implementer of this technology has the responsibility to ensure the version deployed is 508-compliant. Section 508 compliance may be reviewed by the Section 508 Office and appropriate remedial action required if necessary. For additional information or assistance regarding Section 508, please contact the Section 508 Office at Section508@va.gov.
Decision: View Decisions

Decision Source: TRM Mgmt Group
Decision Process: One-VA TRM v20.1
Decision Date: 01/07/2020
Introduced By: TRM Request
Vendor Name: AudioCARE Systems
- The information contained on this page is accurate as of the Decision Date (01/07/2020).