Appointment/Recall Reminder Sets
This is a Premium Add-On feature. Contact your Account Manager for more information.Before creating the Appointment Reminder Set or a Recall Set, create the basic Reminder Texts, Emails, and/or Voice Message Templates.
Automate Appointment and Recall Reminders
When, Where, and How Reminders are Sent
The Reminder Sets tell the System When, Where, and How to deliver the Appointment and/or Recall Reminders.
Appointment and Recall Reminders can be sent to your Patients by Text, Email, or Voice.
- If you want the Patients to reply, text message reminders can be set up to support two-way communication for Appointment Reminders.
- The response feature is not available for Recall Reminders.
- Patients can be Opted-In/Out during:
- Use the Appointment Reminder System Settings to Opt New Patients In or Out automatically.
- Existing patients will maintain their current Opted-In or Opted-Out status unless their demographic information is manually modified.
Appointment/Recall Reminder Sets
Add an Appointment/Recall Reminder Sets
- From Scheduling on the Left Side Menu, select the Patient Outreach button.
Reminder Sets can also be created in Schedule Setup.
- Select the Appointment Reminders or Recalls Tab.
- To Add a new Reminder Set, select the Add button.
- For an existing Appointment Reminder, select the Modify icon.
Reminder Info Panel
- Copy Reminder: If you want to Copy an existing Reminder for a similar setup, select it from the dropdown.
- Leave as blank if creating a new Message.
- Description: Enter a Description for the Reminder.
- Active: The checkbox is selected by default.
- Sender Email: Select the Sender Email from the dropdown.
Reminder Criteria Panel
- Use the Filters to set the Reminder Criteria.
- Note: The Appointment Type, Facility, and Resource will determine which Patient Recall Reminders are automatically sent.
- If the field is left blank, it will include all in that category.
- Multiple selections can be made for each field.
- If you have different Reminder Messages for individual Providers (Resources) Appointment Types, etc., set up a separate Reminder Set for each one.
- Example: Provider Dr. Test is using Reminder Message A and Dr. Heal is using Reminder Message B, you will need to set up a separate Reminder Set for each one.
- If all Providers are using the same Reminder Messages, only one Reminder Set is needed.
- Grouping Type: Select a Grouping Type to determine how many Reminders a Patient will receive for multiple Appointments on the same day.
- Appointments can be grouped by:
- None (Default)
- Facility
- Resource
- Facility and Resource
- Patient
Reminders Panel
- Select the Add link to access the Appointment Reminder Delivery screen.
Delivery Panel
- On the Add/Modify Reminder or Recall Delivery screen, select the Delivery Timing from the dropdown.
- Period of Time: Specify a period of time to send the Reminders Before or After an Appointment.
- Example: Send a Reminder 24 hours before the Appointment.
- Specific Day: Specify a specific day of the week and time to send the Reminder before the Recall or Appointment Date.
- Recommended for practices that do not want to send Reminders over the weekend, or want to control which day to send them on.
- When Scheduled: Send the Reminder immediately after the Appointment has been added to the System.
- This setting should be used as a Booking Confirmation.
- #: Enter the number of minutes/hours/days/weeks that correspond to the subsequent delivery selections.
- Minutes, Hours, Days, or Weeks Dropdown:
- When Minutes or Hours are selected, reminders will be delivered relative to the actual appointment time.
- Example: 2 Hours before the Appointment.
- When Days or Weeks are selected, the Reminders will be sent the specified number of Days or Weeks before the Appointment.
- Before Appointment/After Appointment Dropdown:
- The Reminder will be delivered by the specified date and time before or after the Appointment.
- At Time:
- The Reminder will be delivered at the At Time specified.
- If At Time is left blank, the Reminders will be delivered at the scheduled Appointment time on the day specified.
- Example:
- Appointment Date: 09/26 at 2:00 PM
- The Reminder is set to be sent 2 days before the Appointment Date.
- The At Time is blank.
- The Reminder will be sent on 09/24 at 2:00 PM.
Delivery Preference Panel
When a Delivery Preference is chosen, a new panel will display to select a Message Template. More than one Delivery Preference can be chosen.
- Delivery Preference: Select one or more checkboxes for how you want to deliver the Reminder.
- Text
- Voice
- Text Message Panel
- Add a new message by selecting Manage or select an existing message
- Learn More: Text Message Templates
- Text Responses Panel: If there is a Text Response that is attached to an existing message selected, the Text Responses panel will open. Modify as needed.
- Learn More: Text Responses
- Email Message Panel
- Email: Select an existing Email Message or create a new Email Message by selecting Manage from the dropdown.
- Learn More: Email Message Templates
- Voice Message Panel
- Select an existing template or select Manage to create a new Voice Message.
- Voice reminders are generated using Text-to-Voice technology.
- Learn More: Voice Message Templates
- Select Save [F2].
Appointment Reminder Grouping
Grouping Type: Select a Grouping Type to determine how many Reminders a Patient will receive for multiple Appointments on the same day.
Appointments Reminders can be Grouped By:
- None: Do not use the grouping types functionality on this reminder set.
- Reminders will go out for all Appointments scheduled on the same day.
- Facility: Groups Appointment Reminders by Facility
- Only one Reminder will be sent for the Appointments at the same Facility using the earliest start time.
- Only the earliest scheduled Appointment will trigger a Reminder.
- If there are two Appointments at different Facilities, an Appointment Reminder will be sent for each Facility.
- Resource: Groups Appointment reminders by Resources.
- Only one Reminder will be sent for the Appointments with the same Resource using the earliest start time.
- Only the earliest scheduled Appointment will trigger a Reminder.
- If there are three Appointments with three different Resources, an Appointment Reminder will be sent for each Resource.
- Facility and Resource: Groups Appointment Reminders by Facility and Resource.
- Only one reminder will be sent per Resource and Facility using the earliest start time.
- Example
- A Patient is scheduled for 3 Appointments with Dr Smith.
- The first Appointment is at Facility A, the second at Facility B, and the third is scheduled back at Facility A.
- Two Reminders will be sent:
- One for the earliest Appointment at Facility A.
- One for the earliest Appointment at Facility B.
- An Appointment Reminder will not be sent for the third Appointment, which is at Facility A.
- Patient: Group Appointments by Patient.
- Only one Reminder will be sent to the Patient for multiple Appointments on the same day using the earliest start time, regardless of who the Resource is.
- Only the earliest scheduled Appointment will trigger a Reminder.
Appointments with the Grouping Type Facility on the Reminder Set
Example 1: Multiple Appointments with the same Resource, different Facilities on the same day.
- The Patient has three Appointments with Dr. Smith on Monday.
- The first Appointment is at Facility A at 8:00 AM.
- The second Appointment is at Facility B at 1:00 PM.
- The third Appointment is at Facility A at 4:00 PM.
- Results of selecting Facility
- If the Appointment Reminder is part of the Reminder Set for that Appointment Type.
- A Reminder will be sent for Facility A for the 8:00 AM Appointment.
- A Reminder will be sent for Facility B for the 1:00 PM Appointment.
- A Reminder will not be sent for Facility A for the 4:00 PM Appointment.
- Not sent because it is the same Facility as the Appointment at 8:00 AM because Group Type Facility was selected for this Reminder Set.
Example 2: Different Reminder Sets for multiple Appointments on the same day
- The Patient has three Appointments with Dr. Smith on Monday.
- The first Appointment is at Facility A at 8:00 AM attached to Reminder Set A.
- The second Appointment is at Facility B at 1:00 PM attached to Reminder Set A.
- The third Appointment is at Facility A at 4:00 PM attached to Reminder Set B.
- Results of selecting Facility with multiple Reminder Sets for the Appointments
- A Reminder will be sent for Facility A, Reminder Set A for the 8:00 AM Appointment.
- A Reminder will be sent for Facility B, Reminder Set A for the 1:00 PM Appointment.
- A Reminder will be sent for Facility A, Reminder Set B for the 4:00 PM Appointment.
- This Reminder will be sent because the Appointment Type is connected to a different Reminder Set than the 8:00 AM Appointment.
Example 3: Multiple Resources with Facility chosen as the Grouping Type
- The Patient has three Appointments for Dr. Smith, Dr. Roche, and Lab work on Monday.
- All are attached to the same Reminder Set.
- The first Appointment is at Facility A at 8:00 AM with Dr. Smith.
- The second Appointment is at Facility B at 1:00 PM
- The third Appointment is at Facility A at 4:00 PM
- Results of selecting Facility
- A Reminder will be sent for Facility A for the 8:00 AM Appointment with Dr. Smith.
- A Reminder will be sent for Facility B for the 1:00 PM Appointment with Dr. Roche.
- A Reminder will not be sent for Facility A for the 4:00 PM Appointment for Lab Work.
- Even though the Resource is different than the 8:00 AM, the Facility is the same.
- Both have the same Reminder Set with Facility being selected for the Grouping Type.
Deactivate Appointment/Recall Reminders (4.11 Only)
A User can deactivate Reminder/Recall Delivery messages to stop the use of the message.
Deactivating specific Reminder/Recall Delivery messages allows a user to save them for future use.
Undelivered Appointment/Recall Reminders
The Appointment Reminders - Undelivered panel provides an overview of all Reminders that were not delivered.
- Scheduling > Appointment Reminders - Undelivered
- Hover over the Error Status to view the Error Message.
- Select the Modify icon to correct the Patient/Guarantor Contact Information.
- Select Reminder History to view ALL Appointment Reminders.