Message Templates for Appointment Reminders and Recalls

Message Templates for Appointment Reminders and Recalls

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This is a Premium Add-On Feature. Contact your Account Manager for more information.


Appointment Reminder and Message Templates Overview

Message Templates Overview
Message Templates for Appointment Reminders, Recall, and Statement Balance Notifications are built in the Patient Outreach module.
  • Patient Outreach is located in the Setup panel on the Scheduling Dashboard (Scheduling > Scheduling Dashboard/Setup Panel > Patient Outreach).

Basic Message Templates should be created before Reminders Sets are built.

Basic Steps to Create Text, Email, and Voice Templates

Basic Steps

The first seven steps are basically the same for Text, Email, and Voice Templates.

After completing the basic steps, select the link for the Type of Template you are creating.

  1. Scheduling > Patient Outreach

  1. Select the Appointment Reminders or Recalls tab.
  2. Select the Message Templates button.

  1. Select the Add button to create a New Message or select the Modify icon to make changes to an existing Template.

  1. Enter a Description.
  2. In the Delivery Type dropdown, select Text, Email, or Voice.
  3. Active: Checked by default.

Select the applicable link for the next steps to complete your Message Templates.

Create Text Message Reminder Templates/Responses

Create Text Message Reminder Templates

Follow the Basic Steps (1-7) above, selecting Text for Delivery Type.

  1. Copy: To use an existing Template, select the Template you want to modify.
  • Leave the Copy field blank to create a New Message.
  1. Build a new Text Message or Modify an existing one.
  • Templates for Text Reminders are typically limited to a 160 character limit due to overage charges beyond the first page of a text. This limitation depends on the cell phone provider.
  • Add fields, such as the Patient's name and Appointment date and time from the Mappable Fields panel.
  • Left click the Copy icon beside the field that you want to add to the Text Message.
  • Place your cursor in the Text Editor Panel where you want the field.
  • Right click and select paste or use Ctrl V on your keyboard.
  • Example Text Message:

$(patient.full_name),

You have an appointment on $(appointment.date) at $(appointment.start_time). If you cannot make this appointment, enter Y to Confirm, C to Cancel, or call the office at 555-555-5555 to Reschedule.

  1. In the Text Response panel, select an existing Response or select Manage to create a new Response. (See How to Create New Text Message Responses and Opt Out Responses below.)
  • Select or create one response to Confirm, one response to Cancel, and an Opt Out Patient Response.
  1. Select Save [F2].

How to Create Text Message Responses and Opt Out Responses

Create a Confirm and Cancel Appointment Patient Response

Scheduling > Patient Outreach > Message Templates > Add or Modify > Text Responses Panel

Alert The Patient will not receive an error message if they enter an invalid response.

  1. Responses: Select Manage from the dropdown.

  1. On the Text Responses, select the Add button.
  • Select the Modify icon to change an existing Text Response.

  1. Description: Enter a Description for the Message, such as Confirm or Cancel.
  2. Active: Checked by default.
  3. Patient Responses
  • Confirm: Enter the Patient's response to Confirm the Appointment, such as Y, Yes, etc.
  • Cancel: Enter the Patient's response to Cancel the Appointment, such as C, Cancel, etc.
  • Opt-Out: An Opt-Out Patient Response must be created for the Patient to opt out of receiving future Reminder Messages. Learn More: Opt-Out Response
  1. Status Update: Select the desired Status for the Patient's Appointment after Confirmation, Cancellation, or Opt-Out.
  2. Practice Response: Enter the Response to the Patient after the Patient Confirms, Cancels, or Opts-Out.
  3. Select Save[F2].

  1. Select Save [F2] on the Add/Modify Message Template screen when finished adding the Patient Responses.

Opt Out Patient Response

An Opt-Out Patient Response must be created for the Patient to use to decline receiving future Reminder Messages.

  • Set up the same as above and select the Opt-Out checkbox.
  • When a Reminder is received by the Patient, they will have the option to opt-out of future Reminders.
  • If the Patient responds with a valid response to "Opt-Out," they will no longer receive Reminder Messages.
  • This changes the Appointment Reminder option on the Patient Dashboard to "Opt-Out."
  • If the Patient changes their mind later, the Opt-In/Out-Out feature must be changed on the Modify Patient screen on the Patient Dashboard.
    

NEXT STEP: Create a Text Reminder Set


Create Email Reminder Templates

Create Email Reminder Templates

Follow the Basic Steps above (1-7) selecting Email for Delivery Type.

  1. Email Subject: Enter a Subject for the Email, such as Upcoming Appointment.
  2. Access Text Editor: Emails must be sent in html format.
  • The window below allows creation of the message using standard word processing tools, and the System will convert the text to html.
  • After the message is created in the window below, you can view it in html format by selecting the Access Text Editor link.
  1. Copy: An existing Email Message can be copied and modified
  • Leave blank to create a new Email Message in the window below.
  1. Create a new Message or Modify an existing Message.
  • Enter the message to send to the Patient inserting the fields on the right in the appropriate place.
  • Left click the Copy icon beside the field that you want to add to the Text Message.
  • Place your cursor in the Text Editor Panel where you want the field.
  • Right click and select paste or use Ctrl V on your keyboard.
  • Example Email Message:

$(patient.full_name),

You have an appointment on $(appointment.date) at $(appointment.start_time). If you cannot make this appointment, call the office at 555-555-5555 to Cancel or Reschedule.

  1. Select Save [F2].

Learn More: Add a Logo to an Email Message

NEXT STEP: Create an Email Reminder Set


Create Voice Reminder Templates

Create Voice Reminder Templates

Voice Confirmation and Cancellation are only available for Appointment Reminders, not Recalls.


Follow the Basic Steps above (1-7), selecting Voice as the Delivery Type.

  1. Copy (optional): An existing Voice template can be selected to modify.
  • Leave blank to create New Voice Template (optional).
  1. Text Editor: Enter the message to send to the Patient using the Mappable Fields to create a customized personal message.
  • Left click the Copy icon beside the field that you want to add to the Text Message.
  • Place your cursor in the Text Editor Panel where you want the field.
  • Right click and select paste or use Ctrl V on your keyboard.
  1. Select the Language you want the message spoken in.
  2. Voice: Select the Voice for the message, or select Advanced View to see more voice options.
  3. Select a number option to Confirm/Cancel/Repeat the Message.
  • Confirm Appointment: Allows the Patient to confirm their Appointment with a response after confirmation.
  • Repeat Message: Allows the Patient to listen to the message again.
  • Forward Call to Office: Allows the Patient to contact the office.
  • Cancel Appointment: Changes the Appointment Status from Scheduled to Canceled with a response to the Patient.
  • Note: Recalls do not support Voice Confirmation.
  1. Voice Preview: Enter a phone number and select Send Preview to listen to the message you have created.
  2. Select Save [F2].

Advanced Voice Options (4.10 Only)

Select Advanced View to customize the voice used for the Reminder or Recall.

  1. Language: Select the Language of the message.
  2. Choose a specific Type, Gender, and/or Provider to narrow the options available in the Voice dropdown.
  • Example: If Male is selected in the Gender dropdown, only Male voices will be available.
  1. Voice: Select the desired Voice based on the Type, Gender, and Provider selections.
  • To preview the voice, use the Voice Preview functionality (step 13 above).

NEXT STEP: Create a Voice Reminder Set


Learn More

Add Appointment/Recall Reminder Sets

Appointment Reminder Setup Examples

Voice Notifications Setup

Appointment Reminder Troubleshooting



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