Appointment Type Specific Messaging within Reminders Plus Follow

This feature is only eligible to practices who have set up and activated Reminders Plus within Practice Admin. If you wish to activate this feature, you can do this within Practice Admin under the Reminders Product, or contact Healthengine support directly.

Customising copy for Reminders based on specific appointment types

Healthengine has a default template when a new Reminder is set up, which can be customised to better suit your practice needs if you have specific information you want patients to know about certain appointment types. This is especially useful for telehealth appointments, where you might want to let patients know they can attend from home.

 

You can access this feature in the Templates section in Practice Admin.

How to set up a new template for a specific appointment type reminder

  • Navigate to Templates in Practice Admin under Practice Admin > Reminders Plus > Templates
  • Scroll down to the second heading "Custom Templates" and click "Add new template"

  • Select which appointment type you want this specific reminder to be linked to from the drop down menu. Please note that this requires a PMS appointment type to be configured first and the appointment type to be enabled for reminders on the preferences page. If you need guidance on this, please see the section below on How to configure PMS appointment types.

  • You can edit the text either free form in the text box, or using one of the automatic prefill options to customise your message. The character limit is set to 164 characters and includes the compulsory response message.

  • You can preview the message in the phone image on the right hand side.
  • Click "Save" in the lower right corner. The new template will be ready immediately to any patients who are eligible to receive that reminder.

 

How to edit the Reminders Message for the default message

  • Navigate to Templates in Practice Admin under Practice Admin > Reminders Plus > Templates
  • If you want to edit the default template, click "edit" under the first section called Default template
  • You can edit the text either free form in the text box, or using one of the automatic prefill options to customise your message. The character limit is set to 164 characters and includes the compulsory response message.

  • You can preview the message in the phone image on the right hand side.
  • Click "Save" in the lower right corner. The new template will be ready immediately to any patients who are eligible to receive that reminder.

 

Troubleshooting

I can't find my appointment type in the custom template dropdown menu?

Healthengine's Reminders are built based on PMS appointment types and use these to send appointment specific messages. Please make sure you have the relevant appointment type set up within your PMS, and you have linked any Healthengine appointment types to this PMS appointment type on the Practitioner Types Page following the steps here. A link is provided to this section in the custom templates page.

 

How to configure PMS appointment types

A PMS appointment type is a category of appointment stored within your PMS. In order to correctly map your PMS appointment type to a Healthengine one, you will need to link them from within Practice Admin, under Manage practitioners > edit appt types

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The reminders product worked based off of your practice's PMS appointment types. In order to be able to send reminders for that appointment type, they are required to be linked in Practice Admin. 

 

Why can't I edit the reply message?

In order for Healthengine to read replies from your patients, the message "Reply Y to confirm and N to cancel." is required as this is the syntax our Reminders product reads. Healthengine reminders also recognises other replies such as yes, yup, yeah, nope, nah et cetera but we encourage the use of "Y" or "N"

 

Why is the SMS limit 164 characters?

164 characters is the limit telecommunication companies enforce to be sent per SMS, and Reminders are limited to 1 SMS. This is not a feature Healthengine can adjust.

 

Why does my custom template say inactive?

Only the copy can be edited on the templates page. If the template says inactive, that means that the preferences set for that appointment on the preferences page are blocking that appointment type from being able to send reminders.

  1. Navigate to Preferences in Practice Admin under Practice Admin > Reminders Plus > Preferences
  2. Scroll down to the "Choose appointment types" section
  3. Make sure either all appointment types is enabled, or specific appointment types with the PMS appointment type that was inactive are ticked.
  4. Save preferences at the bottom of the page at the bottom right.
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