An automated Booking Assistant is available for Practices in the US and Canada. It enables the Practices to reduce no-shows and increases Patient outcomes. It reduces the workload of Front-line staff by allowing Patients to reschedule future or missed Appointments without the need to call them. It also helps the wait-listed patients to take the slot of a canceled appointment. The Front desk staff gets freed off the manual filling of the slot by calling every Patient on the waiting list.
This feature requires Bi-Directional Text to be enabled. If you have not yet enabled Bi-Directional Text, turn it on and enable Automated Booking Assistant by following the steps below.
This feature requires the 'Appointment Reminder' option to be enabled. This setting is available under the 'Settings > Patient > Text/Voice Notifications > Text Notifications' section.
A message gets appended to the usual reminder message: 'SMS 1 to Confirm, 2 to Cancel, 3 to Reschedule'. The Patient can reply to the SMS to Confirm, Cancel, or Reschedule their Appointment. When they choose to reschedule, a link to a page is sent that guides them to select a date and time slot and book an appointment. The link is valid for two hours. A message gets sent when the patient,
A link is sent to the patient to reschedule their future/missed appointment. The page guides the Patient to select a date and time slot to book their appointment.
When an appointment gets canceled, a message will be sent to the waitlisted patients one by one, based on the priority. They can reply to take the slot. If the first Patient replied in negative or has not replied within 15 minutes, then the second Patient on the waiting list gets a message. It continues till the slot gets booked or until the message is sent to all the patients. Please set the 'Visit Type' option in Appointments and Wait list so that a free slot gets filled with a Wait list of appropriate visit types.
At the end of the day, the Front desk Staff needs to change the status of all missed Appointments to 'No show' (Appointment Status is configurable). An SMS with a link to reschedule is sent to the patients who missed an appointment on the previous day and who don't have an appointment for the next 7 days. The Patient can click on the link and choose a date on the available slot to reschedule their appointment. The link is valid for two hours.
You can view all the automated messages sent to patients and their replies in a conversation view under the Messages > Text Messages section.
To view a patient conversation, search for the patient by Name or Record ID and select from the drop-down list. It opens the message window displaying the entire conversation with that patient in chronological order.
You can view the entire conversation from the Patient Dashboard > Messages section as well.