PracSuite allows you to schedule automatic email and/or SMS to be sent after an appointment has been completed, missed or cancelled. There are options to send specific messages based on the appointment type, the practitioner, profession and business. It is also possible to schedule multiple appointment follow-ups that go out at different times after an appointment.

Examples of how to use Follow Ups

  • 'Thank you for visiting' message

  • Post-appointment survey

  • Contacting missed or cancelled appointments where there the patient has no future appointment booked

1. Go to Settings > Appointment Book > Follow Ups

2. Select either Add SMS Follow Up or Add Email Follow Up

3. Enter a name for this Follow Up and choose whether they should be sent once an appointment is completed, missed or cancelled. Specify how long after an appointment the message will be sent.

📝 Note that a completed appointment is an appointment with the status 'Complete', you can manually change this, or it will happen automatically when an appointment has been invoiced. An appointment must be changed to the status 'Missed/D.N.A.' to count as missed and an appointment that is considered cancelled needs to have the 'cancelled' option checked when deleting an appointment.

4. Decide whether only patients with no future appointments should be receiving this Follow Up, check the box if appropriate.

Steps 5 and 6 are for SMS Follow Ups only

5. Replies to SMS Follow Ups will be visible within PracSuite in several places. You can also opt to receive patient SMS replies via Email to the respective business email address, or to specific email addresses.

6. You can opt to enable an SMS Sender ID, which will be displayed on the patient's mobile phone when receiving SMS reminders. Note: Patients will not be able to reply to SMS messages sent with an SMS Sender ID.

7. Set the Default SMS/Email Follow Up Template to be used.

Select Add to configure override templates if you wish to send different SMS templates for appointments with a particular Business, Profession, Practitioner or Appointment type.

8. Exclusions can also be defined to prevent Follow Ups from sending for specific Businesses, Practitioners or Appointment Types.

9. Finally, select Save at the top once complete.

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