Patient Communication
Effective strategies for communicating with patients through the platform
Communication Channels
Email Notifications
Automated emails keep patients informed about their appointments
- Booking confirmation emails with appointment details
- Appointment reminder emails (24 hours before)
- Cancellation and rescheduling notifications
- Follow-up requests and review prompts
SMS Messages
Quick text messages for time-sensitive updates
- Immediate booking confirmations via SMS
- Last-minute reminder texts
- Urgent cancellation notifications
- Optional two-way messaging
Rich messaging experience with South African patients
- Appointment confirmations with links
- Reminder messages with calendar integration
- Rescheduling requests and confirmations
- Follow-up care instructions
Best Practices
Booking Confirmations
Respond Quickly
Aim to confirm or decline booking requests within 2-4 hours. Patients appreciate prompt responses.
Provide Clear Details
Include appointment time, location (or online meeting link), and any preparation instructions.
Set Expectations
Let patients know what to bring, how long the appointment will be, and your cancellation policy.
Appointment Reminders
Customize Reminder Timing
The default is 24 hours before, but you can adjust this based on your patient preferences.
Include Important Info
Reminders should include date, time, location, and easy options to reschedule if needed.
Use Multiple Channels
Send reminders via both email and SMS/WhatsApp for better reach and lower no-show rates.
Follow-Up Communication
Post-Appointment Messages
Send a thank you message with any follow-up instructions or medication reminders.
Request Reviews
Politely ask satisfied patients to leave a review, but do so 2-3 days after the appointment.
Check-In After Treatment
For ongoing care, schedule follow-up messages to check on patient progress.
Example Message Templates
These templates are automatically used by the system. You can customize them in your notification settings.
Booking Confirmation
Hi [Patient Name], your appointment with Dr. [Provider Name] is confirmed for [Date] at [Time]. Location: [Address/Online Link]. Please arrive 5 minutes early. Reply CANCEL to reschedule.
Appointment Reminder
Reminder: You have an appointment tomorrow at [Time] with Dr. [Provider Name]. Location: [Address/Online Link]. See you soon!
Cancellation by Provider
We apologize, but Dr. [Provider Name] needs to reschedule your appointment on [Date]. Please visit your dashboard to select a new time or contact us for assistance.
Follow-Up Message
Thank you for visiting Dr. [Provider Name]. If you have any questions about your treatment, please don't hesitate to reach out. We'd appreciate it if you could leave a review of your experience.
Reducing No-Shows
Effective communication is key to reducing no-show rates. Here are proven strategies:
Send Multiple Reminders
Send a confirmation immediately, a reminder 24 hours before, and a final reminder 2 hours before
Make Rescheduling Easy
Include a direct link to reschedule in all reminder messages
Use Preferred Channels
Ask patients their preferred contact method during booking
Track and Follow Up
Monitor no-show patterns and follow up with patients who miss appointments