Electronic communication with patients is critical to many functions of the clinic, including appointment reminders, promotional, and emergency notifications. Integrated communications for appointment reminders are available via text messaging, telephone and email. Options for promotional communication is available via email and third party email platforms. This document explains how integrated communication works and how to get required permissions from patients.
Appointment Reminders
Automated appointment reminders are included with the software package. Using appointment information from the Scheduler, appointment reminders are sent via the patient's chosen method(s) the day before the appointment.
Text Messages
Text messages are the most effective method for appointment reminders. Message transmission is reliable and patients can easily see and register the reminder.
Patients must opt in electronically to receive text messages. Opt-in methods are explained later in this document.
Phone Calls
Phone calls are less reliable than text messages. The calls are automated and it's not uncommon for the computer to begin the message before the voicemail recording has begun. The message does repeat. Encourage patients to receive text messages, which are the most effective reminder medium.
Phone carriers manage automated messages differently and there are times when messages don't make it to the patient.
Email reminders can be sent in addition to either text messages or phone calls.
Opting In
The Federal Communications Commission (FCC) regulates communications with customers (patients) via the Telephone Consumer Protection Act (TCPA), which includes prerecorded phone calls, and the CAN-SPAM Act, which includes regulations for email communications. There are many articles on the internet that give you details about these laws. This section of the document describes how the software records and manages opt ins and opt outs in your software.
Clinics are required to receive explicit written consent before sending text messages, regardless of the existing relationship with the patient
Online Appointment Scheduling
Patients can opt in for text messages when they make an appointment online. If they do not opt in, the confirmation and appointment reminder will be sent automatically via email.
Check-in Kiosk
The first time a patient uses the kiosk they work through a series of questions, including opt-in choices for appointment reminders.
Patients can opt in for one of the phone options, Send Text, Call Mobile, or Call Home. They may choose to receive a simultaneous email reminder by choosing Send Email.
Patients cannot opt into two types of phone reminders
Patient Portal
Keyword Opt In
Create a sign in the waiting room instructing patients to text the word HEALTH to the number provided by the onboarding team
Viewing Communications Information
Find Communications Options by clicking the Communications button at the bottom of the main Patient Information tab
Opt Out
Patients have the option to electronically unsubscribe to emails and text messages. Additionally, there is a place in the software for you to exclude them from direct mail pieces.
If a patient tells you they want to opt out you can uncheck the boxes on this window.
Reports
There are two daily reports that can be emailed to the clinic. The Daily Summary shows a summary of what was sent. Attached to this report is a spreadsheet with details on the status of each reminder.
The other daily report shows results and has an attached spreadsheet with confirmation information.
Comm Status is also shown on the Scheduler tab, which alerts you to prompt patients who haven't opted in to do so on the kiosk as they check in