Question
What do patients see when they receive a reminder for their upcoming appointment, and what does it look like to confirm or cancel it?
Solution
How does HotDoc send the appointment reminder?
When a patient receives an appointment reminder, they may receive a push notification, email or SMS depending on your settings, the patients eligibility and available contact options. They will then have the ability to confirm or cancel their appointment at your practice. We will try to send reminders via the following channels in the following order:
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Push notification sent to the HotDoc app or email sent to the email address in the patient's file - if the patient does not confirm/cancel, we'll also send a SMS 2 hours later (Please note: for Immediate Reminders (Sent when an appointment is within 24 hours of booking), we will not send a fallback SMS 2 hours later.)
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SMS sent to the mobile number in the patient's file - If we cannot contact the patient via push notification or email.
Note: If you have added the a pharmacy email to the patient's file ending with the following domains, we will not send to any appointment reminders to these email addresses:
- @chemistwarehouse.com.au
- @terrywhitechemmart.com.au
- @directchemistoutlet.com.au
- @priceline.com.au
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The link in the SMS reminders sent by HotDoc will always include: - One of these domains: htd.io, hotdoc.com and hotdoc.com.au - A string of letters and numbers that is unique to the appointment |
The Patient Journey - Appointment Reminders
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The patient will receive an appointment reminder via push notification, email or SMS.
- For Push Notification - Upon opening, they will be redirected to the HotDoc app to confirm/cancel. If they don't confirm or cancel within 2 hours, they'll also receive an SMS.*
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For Email - Upon opening their email, the patient will need to click the confirm/cancel button and will be redirected to another page to do so. If they don't click this within 2 hours, they'll also receive an SMS.*
*Please note: for Immediate Reminders (Sent when an appointment is within 24 hours of booking), we will not send a fallback SMS 2 hours later.
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For SMS - if the patient responds Yes/No this will end their reminder journey, however clicking the link takes them to another page to confirm/cancel.
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Note: If you have disabled cancellations for specific appointment types, and the patient responds No, we'll reply telling them to call your practice.
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Note: If you have disabled cancellations for specific appointment types, and the patient responds No, we'll reply telling them to call your practice.
- For Push Notification - Upon opening, they will be redirected to the HotDoc app to confirm/cancel. If they don't confirm or cancel within 2 hours, they'll also receive an SMS.*
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Upon opening the push notification, clicking 'confirm/cancel' in the email or the link in the SMS, they'll be re-directed to the HotDoc app or web browser and click "Yes, I'm Coming" to confirm or "No, I can't make it" to cancel.
- If you've added a 'custom message' patient's will view this here.
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Note: If you have disabled cancellations for specific appointment types, we will tell them to call your practice to cancel.
Example if patient can confirm or cancel
Example of patient can only confirm, if cancellations are not allowed for the appointment type.
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Upon confirming, they will see some upcoming details and if you have Inform Promotion or Activations turned on for Reminders, the patient will view it on this screen:
Example of GP Inform promotion
Example of MyMedicare Inform Activation
For more information regarding Inform campaigns, please see Getting Started with Inform.
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If the patient selected 'No, I can't make it' to cancel their appointment, they will be required to confirm this by clicking 'Yes, cancel appointment' and will see a confirmation screen and be promoted to book a new appointment.
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If the patients would like further information, feel free to send them the following link to our patient support page: How do I confirm/cancel my appointment via a reminder? |