Appointment Reminder Sequence

On default, patients will receive an automated reminder 7 days and 2 days before their appointment. This schedule is customizable per your practice's preference. You can change both the number of reminders that send and the number of days before the appointment that they send.

Appointment Reminder Text

On default, your appointment reminder will be sent as a text and will provide simple instructions for the patient. See the message below:

Other than the last sentence ("Please reply..."), the text can be customized. You can even set it up so that information pulls in based on characteristics of the appointment in Nextech. For example, you could customize the message to say "Your appointment with [Provider Name] from [Practice Name] is scheduled for [Appointment Date] at [Appointment Time]. Please reply with 1 to confirm, 2 to cancel, or 3 to reschedule." Just remember that these messages goes through as an SMS text, so it should be limited to only the essential information.

Appointment Confirmation

The following will happen if a patient confirms the appointment:

1) In Klara, the message will remain in the list it was assigned to. You'll see that the patient confirmed the appointment.

2) The confirmation will automatically sync and confirm the appointment in Nextech. You'll see a sentence in the Klara message thread confirming that this worked successfully.

3) The patient will get an automated reaction message back letting them know that you received their confirmation. On default, the message will be sent as a text and says "Thank you for confirming, we look forward to seeing you." This reaction text can be customized. For example, you may want to provide more details and say: "Thank you for confirming, we look forward to seeing you! As a reminder, we're located on the 4th floor of 100 Main Street. See you soon!"

If just customizing the language, it will send as a text to the patient. You can also set it up to trigger a message from a template that will send a text saying "Click here for further instructions: link." By clicking the link, the patient will be taken into Klara where they'll see the message in your template. This could include patient intake forms, insurance card requests, etc. This is how that would look to the patient:

Note: If you've set up multiple reminders and the patient confirms on the first reminder (ex: 7 days before the appointment), they will get another reminder (ex: 2 days before the appointment) that cannot be customized and says "To modify the appointment please reply with 2 to cancel or 3 to reschedule." If the patient decides to reschedule or cancel at this point, they'll be assigned to either the "Reschedule" or the "Cancel" list in Klara.

Appointment Cancellation

The following will happen if a patient cancels the appointment:

1) In Klara, the patient conversation will be routed to the "Cancel" list. This gives you quick visibility into any patients who need to be rescheduled.

2) The patient will get an automated reaction message back letting them know that you received their cancellation. On default, the message will be sent as a text and says: "We're sorry to hear that. To reschedule, simply text us your availability here."

Like the confirmation reaction, this reaction text can also be customized. For example, you may want to provide more details and say: "We're sorry to hear that. To reschedule, send us a text with a few times you are available coming up. We'll get back to you in 1-2 days with a new appointment time."  

If just customizing the language, it will send as a text to the patient. You can also set it up to trigger a template that will send a text saying "Click here for further instructions: link." By clicking the link, the patient will be taken into Klara.

3) Once you hear back from the patient, you can reschedule their appointment in Nextech. Once the appointment is canceled in Nextech, the patient will no longer
receive reminders.

Appointment Reschedules

The following will happen if a patient requests to reschedule the appointment:

1) In Klara, the patient conversation will be routed to the "Reschedule" list. This gives you quick visibility into any patients who need to be rescheduled.

2) The patient will get an automated reaction message back letting them know that you received their request. On default, the message will be sent as a text and says: "Sure! Please text us here with your preferred weekdays and times of day, and we will get back to you shortly."

Like the confirmation and cancellation reactions, this reaction text can also be customized. For example, you may want to provide more details and say: "Sure! Please text us here with your availability Tuesday - Thursday when our clinic is open. We'll get back to you in 1-2 days with a response."

If just customizing the language, it will send as a text to the patient. You can also set it up to trigger a template that will send a text saying "Click here for further instructions: link." By clicking the link, the patient will be taken into Klara.

3) Once you hear back from the patient, you can reschedule their appointment in Nextech. Once the appointment is rescheduled in Nextech, the patient will no longer
receive reminders for the original appointment.

Practice Workflow Planning 

  1. Determine which members of your staff will be responsible for managing the appointment reminder responses in Klara. Staff should plan to address appointment reactions within the same day of receiving the patient response. 
  2. Assign these staff members to the appropriate lists in Klara  ("Cancel" and "Reschedule" within Team Settings (Team Settings -> Lists -> Select  -> Add member) .
  3. Your Klara Implementation Specialist will work with you to set up the appointment reminders with the sequence and text that's preferred for your practice's needs.
  4. As a final step, ensure that the appointments are "Confirmable" in Nextech. You can check this by going to the "Patient Portal Display List" menu in Nextech located in the Admin Module under the "Links" section. Make sure that each appointment type is checked off as "Confirmable" (see below).

Want to learn more about appointment reminders? Check out our FAQ!

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