An example of an automated reminder touchpoint is shown below:
Text message: The patient receives a text message about their appointment with a link to their appointment hub.
Appointment hub: When the patient opens the link attached to the text message, they will be taken to the appointment hub. Here they can view information about their appointment, complete any forms, read instructions, and confirm or request to cancel/reschedule their appointment.
Chat form: If the patient has any forms to complete, they can complete a chat to collect information for their appointment.
The appointment hub is where patients can view information about their appointment, complete any forms, read instructions, and confirm or request to cancel/reschedule their appointment. The hub is completely customizable to your needs.
There are 3 sections of the appointment hub:
The appointment section includes basic information about the appointment. This can include the date, and location for the appointment, as well as the patient name.* The appointment section is also where patients confirm or request to reschedule/cancel their appointment.
*We know that sometimes having the same phone number for multiple patients can cause confusion about who the appointment is for. That's why we've included the ability to add the patient name to the appointment section of the hub!
By default, this feature is deactivated in our system until we have explicit consent from the clinic to include a patient's first name.
This section is where you can include any instructions, forms, or tasks that you want patients to complete before their appointment.
Once the patient has looked through the tasks, the appointment hub will update to show "Completed".
When the patient scrolls down in the appointment hub, they will be able to see more details. This section can be customized to include any information that may be helpful for patients.
For example, we can customize this section to show specific information about parking instructions, location details, or if it's a phone call appointment, we can let patients know to be in a quiet area.
Automatically send patients information, and help them complete tasks at specific moments before, during, and after appointments.
Touchpoints start as a text or email message and include a link to the patient's online 'appointment hub'.
The hub enables patients to securely view information, take actions (e.g., confirm, request to cancel/reschedule, check-in), and complete tasks (e.g., prep instructions, fill in forms).
Reminders
In this touchpoint, patients will receive an automated reminder about their appointment.
Check-ins
In this touchpoint, patients receive a notification before the appointment asking them to check in.
Follow-up
In this touchpoint, patients receive a follow-up message after their appointment.
Booking notifications
In this touchpoint, patients receive a booking confirmation message for their appointment.
You can customize:
When a touchpoint is sent:
Upon booking
X days, hours, minutes before the appointment
X days, hours, minutes after the appointment
What the text/email says:
NOTE: Text messages are limited to 160 characters
What information the patient can view on the hub:
Patient first name
Date, time
Location name
Location phone number
Location address
Policies
What actions and tasks the patient can complete on the hub:
Confirm, request to cancel/reschedule, check-in
Preps, forms, etc.
An appointment journey consists of one or more automated touchpoints, triggered by the appointment's location, provider, and/or reason.
Appointment journeys enable you to create highly customized experiences for patients, ensuring they receive just the right information at just the right time.
For example, you could create a journey for new patients that includes a new patient intake form in their pre-appointment touchpoints and a follow-up satisfaction survey with a prompt to rebook in a post-appointment touchpoint.
Or, for patients with mental health appointments, you could configure pre-appointment touchpoints that include mental health questionnaires (e.g., PHQ-9, GAD-7), and post-appointment touchpoints that include follow-up questions about their symptoms and progress.
The possibilities are endless!
By default, patients are enrolled in a base (i.e., default) journey for your clinic unless their appointment location, provider, and/or reason triggers another journey.
For more information about appointment journeys and automated touchpoints visit the Appointment Journeys section.