About 'Reminders Plus' Feature Follow

Reminders Plus is a feature that ensures your patients are reminded of their upcoming appointments with your practice! The Reminders Plus feature sends reminders in the form of SMS, email or in-app notifications and allows your patients to instantly confirm, cancel or re-book their appointment thereby reducing the amount of Did-Not-Attends for your practice and late cancellations.

In a set up that allows you to send up to 2 reminders per appointment, the Reminders Plus feature is fully customisable and configurable; you can craft your own reminder message, choose which practitioners and appointment types they're send for and at what time/s.
To find out more about sending reminders, check out our Help Centre article, Reminders Plus Preferences

Accessing Reminders Plus

Those with the Practice Efficiency Suite subscription will have free access to the Reminders Plus feature - you can find Reminders Plus in Practice Admin under 'Bookings' and then select 'Reminders Plus'. To activate this feature, simply select 'Activate Reminders Plus' as seen in the images below:

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If you do not have this subscription but would like the Reminders Plus feature, please reach out to your Customer Success Manager who will help arrange this for you.

 

Reminders Plus Dashboard

The Reminders Plus feature provides your practice with a dashboard to more extensively see how many reminders have been sent from your practice and the rate at which patients are confirming, cancelling or re-booking these appointments. 

To access your Dashboard, simply navigate to Reminders Plus in your Practice Admin and select 'Dashboard' as seen below:

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In this section of Reminders Plus, you'll see a real-time snapshot of how your reminders are performing as seen in the example below:

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Reminders Sent

This represents the total number of reminders sent during the selected time period - the default of which is the previous 7 days however this can be changed by selecting the drop down arrow. Below this total is a breakdown of how many were sent by in-app notification, SMS and email.

 

Bookings Confirmed

This represents the total number of appointments that were confirmed via in-app or SMS reminder. Patients who attempted to confirm with an unrecognised response will not be counted in this number, as the system is unable to detect this as a confirmation. 

To find out more about recognisable responses from patients to Healthengine, check out our Help Centre article, Reminders Plus - Frequently Asked Questions (FAQs).

 

Cancelled

This represents the total number of appointments that were cancelled via in-app or SMS reminder.  Patients who attempted to cancel with an unrecognised response will not be counted in this number, as the system is unable to detect this as a cancellation.

To find out more about recognisable responses from patients to Healthengine, check out our Help Centre article, Reminders Plus - Frequently Asked Questions (FAQs).

 

Automatically Rebooked

This represents the total number of appointments that were rescheduled by patients following a cancellation via in-app or SMS reminder. 

 

To Action

The 'To Action' checklist as seen in the image below, allows you to manually manage reminders for patients who have:

  • Cancelled and did not re-book their appointment
  • Replied with an unrecognised message
  • Do not have a valid mobile phone number in their patient record in your Practice Management System.

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Reminders Plus History

The Reminders Plus 'History' page is where the Healthengine system documents all reminders sent for the last 7 days and their status. You can also view reminders sent for a particular day within the last 30 days using the filters along the top of the screen. 

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You can also filter the activity by the practice location and the appointment reminder status. Additionally, you can search for a specific patient or practitioner using the free text search box to the left of the filters bar. 
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Below is an example of what your Send History can look like in your Reminders Plus feature:

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Statuses and their Explanations: 

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The simple and straightforward integration with Practice Management Software (PMS) options and seamless connection with HealthEngine's Online Booking System, ensures cancelled appointments are instantly re-published online. 

Please Note: The sync to PMS consent settings will need to be disabled for practices using BestPractice Jade. BestPractice's Jade edition does not allow third-party integrations to access their consent settings, regardless of whether or not they are official partners with BestPractice.

 

Since a reminder is a transactional message pertaining to a health service the patient has booked, legally, patient consent is not required and Healthengine complies with National Privacy Standards for opt-in and opt-out. 

 

If you are interested in Reminders Plus but don't have the necessary subscription with HealthEngine, please reach out to your Customer Success Manager or our friendly Customer Support Team via phone, chat or email support@healthengine.com.au

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