Set up appointment reminders

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Who can do this?

  • All users and access levels: Can view and edit

  • Full Access: Can add new reminder setting levels

  • SMS reminders require Halaxy credits

You can automatically send SMS or email reminders to your patients to help them keep track of their upcoming appointments. With an estimated 98% open rate, SMS appointment reminders are an effective tool to significantly reduce no-shows and cancellations.

You can fully customise your reminder settings according to your needs, including what you send, when you send them and how you send them.

Tip

Want to change the text in your reminders? Get your wording exactly how you want it by customising your reminder templates.

Overview

The following reminders can be sent to patients:

  • New appointment: Notifies the patient when a new appointment is made and sends automatically when an appointment is created in your calendar.

  • Changed appointment: Notifies the patient when an appointment is changed.

  • Pre-appointment: Notifies the patient of their booking details at a pre-selected time before an appointment. Two-way responses for pre-appointment reminders can be enabled, which allows the patient to send a response to confirm or cancel the appointment.

  • Waiting list invitation: Notifies the patient on the waiting list with an invitation for an available appointment time, and allows them to confirm or decline the invitation via two-way response. Waiting list invitations are sent manually via SMS only.

SMS reminders cost 1 credit per 160 characters. If your reminder is longer than this, an additional credit will be charged for every 153 characters. Make sure to enable automatic top-up of credits so you never have to worry about your reminders not being sent out.

There is no charge for receiving patient responses.

Set up appointment reminders

You can configure appointment reminders for your practice group or for individual practitioners.

To do this, follow the steps below.

  1. Click Settings > Reminders.

  2. By default, your practice group settings appear. Under the Preferences section, click Edit.

    (Note: If you want to set up reminder settings for an individual practitioner, click Add New Level in the top right and select the practitioner.)

    Reminders-Setup-01.png
  3. In the Edit Reminder Preferences pop-up, tick the SMS and/or Email checkboxes for the reminder types you want to send.

    Reminders-Setup-02.png
  4. Configure the rest of your reminder preferences. (See linked article for more details on reminder preferences.)

  5. Click Save.

Your appointment reminders are now set to automatically send to your patients according to your preferences.

Note

Practitioners who don’t have their own individual reminder settings use the group reminder settings by default.

Group and individual practitioner reminder settings

In group practices, reminder preferences and the wording of reminders are set at a group level by default, and all practitioners use the group pool of Halaxy credits.

If practitioners in your practice group would prefer to have individual reminder settings or to use their own reminder copy, you can add individual practitioners to the Reminders page and customise their individual preferences. To do this:

  1. Click Settings > Reminders.

  2. Click Add New Level at the top-right of the page.

    The Add New Level button is highlighted on the Reminders page
  3. The Add New Reminder Setting pop-up appears. Select a practitioner and click Submit.

    A pop-up titled "Add New Reminder Setting", with a drop-down menu to select a practitioner
  4. The practitioner will appear on the Reminders page with their own reminder settings. Click the Expand (+) icon next to the practitioner's name to expand their individual settings, then make changes as required.

    On the Reminder Settings page, levels for individual practitioners are highlighted

RESULT: The practitioner will now use their own reminder settings, independent of the group settings.

Any practitioner who is not added to the Reminders page to have individual settings will use the default group settings.

Note

By default, practitioners you add on the Reminders page will use Halaxy credits from the group credit card. If you want practitioners to use their own credit card for SMS reminders, they must add their credit card details to the Halaxy Credit Settings section on their Payments page. These practitioners will have individual Halaxy credit balances that need to be maintained for SMS reminders to be sent out. They can have individual auto top-up settings.

Users with an appropriate access level are able to see and edit other practitioners' reminder preferences in the practice group.

Users with Personal access can edit their own individual reminder settings only.

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