For use with NexHealth Templates, Communications, Scheduling, Forms, and Payments.
Overview
Template Triggers Overview
Each communication template includes a trigger, or action (the gray tile in the sequence), which prompts the sequence to begin sending SMS and email messages to your patients. This ensures your automated messages are sent at the right times for each patient. To view all NexHealth templates, navigate to Templates from the left side menu.
Appointment Journeys
Three different templates will serve to confirm appointments - Appointment Request, Appointment Confirmed, and Save the Date.
It is recommended that you only activate either Appointment Request or Appointment Confirmed, though these may be paired with Save the Date.
NexHealth Appointment Request
| NexHealth Appointment Confirmed
| Save the Date
|
Note: Save the Date messaging will only ever send to the same phone number and same patient name once every 6 hours to avoid duplicative messaging.
NexHealth Appointment Rescheduled
Sent immediately when you move an appointment to a different time on the NexHealth calendar.
The NexHealth Appointment Rescheduled template is only for customers who:
Are not syncing NexHealth with their health record system, and
Are also using the NexHealth calendar to manage appointments.
It does not allow the patient to reschedule their appointment, it just updates their Save-the-Date message with the new time.
If you use an integrated practice management system (i.e. one that syncs with NexHealth), there is NO automated Appointment Rescheduled message.
If an appointment is moved to a different day and time, the Reminders will adjust and send to the patient at the correct cadence for the new appointment, but the patient will not receive a notification that the appointment has been rescheduled.
For integrated practice management systems, there are two options if you would like to trigger a message at the time the appointment is rescheduled:
Cancel or break the appointment and create a new one (which will cause the Save the Date template to be sent, confirming the day and time).
Send an instant reminder from the patient’s appointment on the Home Screen (note: this acts as the last reminder in the sequence, so no further reminders will be sent out. Only use this option if the appointment is timed so that the patient would not otherwise receive a reminder).
Reminders
Reminders are sent at set time intervals before an appointment as indicated by the gray time tiles in the editor.
By default, these are set to go out one week and one day before the scheduled appointment.
Automations that go out daily
These automations are sent each day under certain conditions.
Missed
At 7:45pm, for every patient whose appointment in the EHR was not canceled, checked in, or rescheduled (i.e. patients who no-show their appointment).
Cancelled
At 7:45pm, for patients who have cancelled an appointment and have not rescheduled.
Sent on the day a canceled appointment was originally scheduled unless the patient has a new appointment on the calendar. It does NOT go out at the time a patient cancels an appointment.
At 7:30pm, for every patient who had an appointment on the calendar and kept their appointment (i.e. did not cancel, reschedule, or no-show).
Post-Appointment Automations
Post Appointment follow-up
The post-appointment follow-up message is designed to go out after an appointment to check in or provide further instructions. The frequency and time of day are both customizable through the grey time tiles in the editor. This template is typically used in conjunction with our Appointment Journeys feature, to send patients procedure-specific follow-up messages.
Recalls
Recalls are triggered by the date of the patient's last appointment and by default are sent 6 months after the day of their last appointment if they have not made another. The frequency and time of day are both customizable through the grey time tiles in the editor.
Patient-based templates
New Patient
The New Patient Template is sent when a new patient is added to your health record system. NexHealth cross-references your patient list (including patients' names, contact information, zip code, and date of birth) to determine which patients are new. NexHealth checks for new patients to send the template to every 15 minutes between 8 am and 7 pm when the sync updates with your current patient list.
Birthday
The birthday message is sent at 12:45 PM on the patient’s birthday.
Manually-sent templates
Payments
The Payments template is triggered by a NexHealth payment request being manually sent by a member of your staff. It does not automatically read due balances and request payments from patients.
Waitlist Appointment
Sends to patients on the ASAP, Missed or Cancelled list when a Waitlist blast is created from the Waitlist feature via the Your waitlist button or the Missed or cancelled button.
Waitlist Continuing Care
Sends to patients on the ASAP, Missed or Cancelled list when a Waitlist blast is created from the Waitlist feature via the Continuing care button.
These templates allow you to customize the messages sent to patients when the corresponding Waitlist requests are sent, they are not automatically triggered.
Form Request
The form request template is triggered when a form is manually sent to a patient in NexHealth.
This template includes an automatic form reminder one day and one hour before the form's due date (which is usually the corresponding appointment date). The timing of these reminders can be changed through the grey time tiles in the editor.
Form Reminder
The form reminder template is triggered when office staff use the Send reminder feature in the Forms tab for an outstanding form request.