For use with NexHealth Templates and Communications - Reminders
Overview
Enable appointment cancellation from Reminders
Each time you create or edit an appointment type, you will see a switch for Allow patient to cancel. Toggling this switch on will allow patients to cancel their appointments from the Reminder message.
Patients will be prompted twice before they cancel.
After cancelling, patients will have the option to Book new appointment.
The patient experience of Reminders
When patients receive their reminder message, it asks them to confirm or cancel (if enabled) their appointment, and complete any forms that have been configured using Smart form automation.
Note: The form link will not show in the preview of the reminder because it is not connected to an actual appointment. Reminders sent to patients will.
SMS if patient cancelation is enabled
Text reminders ask patients to respond "Y" to confirm or "N" to cancel their appointments (if patient cancelation is enabled).
NexHealth will also automatically confirm any response that is three words or fewer and contains any the following: confirm, C, Y, yes, K, kk, ok, okay, si, confirmado, or see you soon.
They also inform patients that they will receive a link to their forms once they confirm the appointment.
SMS if patient cancelation is not enabled
If cancelation is not enabled, the text will ask them to respond "C" to confirm.
Email reminders
Email reminders prompt patients to confirm their appointments, and include a note with a link to complete forms.
Once they confirm, they are prompted with a link to complete their forms.
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Reminders after confirmation, with incomplete forms
If patients confirm their appointments but do not complete their forms, subsequent reminders will only include the form completion reminder.
Reminders after confirmation and form completion
If they confirm and complete forms, they will not receive additional reminders unless the sequence is set to send to Confirmed and Unconfirmed patients.
Reminder grouping
If multiple patients share the same phone number, they will receive a reminder per patient. However, when we receive a response we will consider this a confirmation or cancellation for all appointments they received a reminder for.
See more details on reminder grouping here.