Automated Appointment Reminders

Smartcare Automated Appointment Reminders

The Automated Appointment Reminder feature is an extension of the SMS messaging feature within Smartcare. This tool is designed to improve communication and reduce no-shows by keeping patients informed of upcoming appointments.

🔧 How It Works

When an appointment is scheduled, Smartcare automatically sends an SMS message to the patient with the appointment details. Here’s how the process works:

• If the contact has an existing SMS conversation in Smartcare, the automated message will use the same thread and number.
• If there is no existing conversation, a new SMS thread will be initiated.
• The user who scheduled the appointment will be subscribed to the conversation and notified of responses.
• If no cell phone number is on file, no message will be sent.

⚙️ Turning Reminders On or Off by Appointment Type

You can control which appointment types send automated reminders. Here's how:

1. Navigate to Settings in your Smartcare app.
2. Select Appointments.
3. Click the three dots next to the appointment type you want to edit, then choose Edit.
4. Scroll to the bottom where you'll see three toggles.
5. Toggle the one labeled "Automated Reminders" ON (blue) or OFF (gray) based on your preference.

This gives you flexibility to send reminders only for certain types of appointments.

⏰ Reminder Timing

• Around 11:45 a.m. the day before the scheduled appointment, a reminder message is automatically sent.
• The message asks the patient to reply with "C" to confirm.
• If the patient responds with “C,” the appointment status is automatically updated to "Confirmed" in Smartcare.

If the appointment is edited or rescheduled, an updated message will be sent to reflect the new date/time.

📸 Example

Text sent to patient:

“Hi [Patient Name], you have an Annual Evaluation scheduled with [Clinic Name] on August 30, 2021 at 10:00 AM. Reply 'C' to confirm.”

If patient replies "C":

“Ok, we'll see you soon. If you need anything else, please call us at [Phone Number].”

Smartcare automatically logs the confirmation and marks the appointment as confirmed.

🧠 Frequently Asked Questions

❓ Can the reminder message be customized?

Currently, the automated reminder message is standardized and cannot be customized. This ensures consistency and compliance across all clinics.

❓ Can patients cancel or reschedule via text?

Patients may reply with messages like “I need to reschedule,” but Smartcare does not automatically cancel or adjust appointments based on those responses. Your team will need to manually update the schedule.

❓ What happens if a patient doesn’t respond to the reminder?

If the patient does not respond, the appointment will remain unconfirmed in the schedule. Your team can choose to follow up manually.

❓ Will I be notified when a patient confirms?

Yes. The user who scheduled the appointment will be subscribed to the SMS thread and will be notified when a patient responds.

❓ Can multiple team members see the conversation?

Yes. Any user with access to the Messages tab or who is subscribed to the conversation can view the thread.

❓ Do reminders go out on weekends or holidays?

Yes. Reminders are automatically sent the day before the appointment, including weekends and holidays.

❓ What if a patient replies something other than “C”?

Only the letter “C” will automatically confirm the appointment. Any other response will not trigger the confirmation status but will still be visible in Messages for manual follow-up.

❓ Can the reminder time be changed from 11:45 a.m.?

At this time, the reminder time is fixed. If your clinic would prefer a different time, we welcome your feedback and can pass it to our product team.

❓ Can I disable reminders for certain appointments?

Yes! You can turn reminders on or off for each appointment type by editing the appointment in Settings. Scroll down and toggle Automated Reminders ON or OFF as needed.

This feature enhances communication and ensures both patients and providers stay informed and prepared. If you have any questions or need help managing reminders, feel free to reach out to our support team at support@smartcare.io