1 February 2019
Q. What are Reminders?
A. Reminders makes missed appointments a thing of the past; sending an SMS, email, or in-app notification reminder to your patients. Best of all, it's 100% free, included as part of HealthEngine's free Practice Efficiency Suite Essentials plan - no monthly fee, and no per-SMS costs!
Note: Reminders does not read from the SMS consent settings in your PMS; however, appointment reminders are not deemed to be marketing communications.
Q. How will Reminders help my practice and patients?
A. With Reminders, you'll;
- Save money with unlimited, free reminders
- Reduce costly Did Not Attends (DNAs)
- Ensure more patients arrive on-time
- Free up your front-desk to focus on patients who are already at the practice
- Reduce frustration for patients who would've forgotten their appointment.
Q. How does Reminders work?
A. Your patients are sent a friendly reminder SMS, email, or notification in the HealthEngine app (iOS only).
Patients can click to confirm their appointment and are prompted to call your practice if they need to cancel their appointment. All of your patients' reminder-related actions are displayed in your Reminders dashboard in Practice Admin so you're always kept informed.
The reminders are sent to ALL of your patients, regardless of how they booked, provided they have a mobile number or email address in your practice management system. Reminders is only available for practices with Best Practice, PracSoft, or Zedmed practice management software, integrated with HealthEngine.
Q. How much does it cost?
A. Nothing! Reminders is available as part of our free Practice Efficiency Suite Essentials plan, with free SMS.
Q. Who is eligible for reminders?
A. Reminders is currently available to General Practice (GP) only.
Q. How do I activate Reminders?
A. Provided your practice has Practice Efficiency Suite Essentials, to activate your Reminders feature;
1. Login to your HealthEngine Practice Admin account.
2. Click on the 'Bookings' tab, and select 'Reminders' from the menu.
3. Click on the 'Setup Reminders' button.
4. Select the 'Locations' (appointment book) that you would like Reminders to be sent for, and click 'Save'.
5. Click on the "Preferences" button and choose the reminder time.
That's it! Reminders will now be sent for any future appointments booked.
If you practice doesn't have Practice Efficiency Suite Essentials, please contact your Customer Success Manager to make the switch.
Q. Where can I see appointment confirmations?
A. A record of the last 7 days of reminders sent, and any patient responses to those reminders, can be found in your Reminders dashboard in Practice Admin, under the 'Bookings' tab.
All responses will be instantly displayed on your dashboard in Practice Admin.
Q. What will my patients see?
A. The reminders display your practice name, address, and the patient's appointment time. Your patients are given the option to confirm their appointment directly from the reminder, with all actions reflected in your Reminders dashboard.
Patients are asked to call your practice should they need to cancel their appointment.
The reminder also includes a link to download the HealthEngine App, to make it even easier for them to book their next appointment with your practice.
Q. Who sends the reminder SMS?
A. HealthEngine sends the SMS reminders on your practice's behalf.
The reminders will be sent to all patients with an appointment, regardless of how they booked, ensuring all of your patients receive a reminder, not just those who booked online.
Q. What options do my patients have?
A. Patients can choose to confirm their appointment directly from the reminder.
Reminders does not read from the SMS consent settings in your PMS; however, appointment reminders are not deemed to be marketing communications.
To have reminders that will read from your SMS consent settings and exclude selected patients, you can upgrade to Practice Efficiency Suite, which includes Reminders Plus.
Q. What options do I have?
A. Multi-location groups and practices with multiple appointment books will be able to select which locations/appointment books to have reminders sent for and customise the send times via the Reminders 'Preferences' tab in Practice Admin.
A range of additional options to customise reminders are available with Reminders Plus, which is included in Practice Efficiency Suite.
Q. What's the difference between Reminders and Reminders Plus?
A. Reminders gives you a simple, effective appointment reminders solution that comes at no cost to your practice, included in Practice Efficiency Suite Essentials.
For more customisation and control over your reminders, our full-featured Reminders Plus solution has exactly what you need, and comes included in Patient360 Premium.
Reminders Plus comes with a range of additional features, including;
- Customise your reminder SMS messages.
- Add the option for patients to cancel and rebook their appointment via the reminder.
- Send multiple reminders per appointment.
- Send reminders only for selected appointment types or practitioners.
For more information, please contact your Customer Success Manager.
Security and Privacy
Q. How do you get the contact details of my patients?
A. With your consent, Reminders will securely fetch the name, mobile number, email address, and appointment time of your patients through your Practice Management Software.
The reminders will be automatically sent to all of your patients, regardless of how they booked.
Q. How does HealthEngine access our appointment book?
A. Reminders utilises the already installed Appointment Connector software to identify upcoming appointments from your appointment book and send reminders to those patients. This is the same technology that allows HealthEngine to display your available appointments online.
Q. Will my patient data remain secure and private?
A. HealthEngine's data security and privacy policies apply - the privacy and security of both your practice's and your patients' data is our priority.
We only fetch the mobile number, name, email address, and appointment time of your patients for the sole purpose of sending them your appointment reminder SMS. No other identifying information or medical information is sought in this process. All information is transmitted securely to HealthEngine, and no information is ever passed on to a third-party.