Text messages for two appointments

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  • Updated 1 year ago
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  • (Edited)
We are having an issue with the text messages if a patient has two appointments on the one day. EG - if they have an appointment at 9am for Pilates, then 2pm for physio, they receive two messages both showing an appointment for 9am. Is there anyway this can be fixed?
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Amber Quirk

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Posted 3 years ago

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Misha

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We've also found this to be an issue as FD sends information for the 'next' appointment, not the date you've selected in "Reminders in Period" i.e. we send appointment sms reminders out the morning of the day prior to an appointment, however if the patient also an appointment the same afternoon as the text (i.e an appointment two days in a row), they'll receive the information for the 'next' appointment and not the following day.

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Mandi - Sport & Spinal Physio

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We have the same problem, and if it's 2 different therapists it only has the one name - we get lots of phone calls about this, and have clients turning up at the wrong time - would love to have this fixed!
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Timothy, Business Care Manager

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Hi Amber. In Front Desk 16.3.0 (December 2014) we introduced two new letter tags to use in your SMS Reminder templates to combat this problem. For best practice, these tags should replace those currently in use:

  •  <<AppointmentTime>>
  • <<AppointmentPracName>> (if choosing to include practitioner name in appointment reminder)
Using these tags, the patient will receive an SMS reminder per appointment with the specific appointment time and the practitioner the appointment is booked in with. In your example a total of two reminders will be sent, one for the pilates appointment and one for the physio appointment. 

You can adjust your SMS templates from: System > Standard Messages > Standard SMS
(Edited)
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In Stride Health Clinic

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Timothy,

Issue 1:  I have my sms message set with <<nextappointmentinperiod>> because we send our reminders 2 days prior to the actual day.   So the day I select is the day that appointment is sent for.   Should I change it to <AppointmentTime>> - if this has been updated.  

Issue 2: I also have issues about two appointments in the one day with same practitioner/different practitioners.  Some clients have in room appointment then go into group session afterwards.  Our clients now know they will get two reminders for first appointment only when they have two appointments on same day.  Not sure how this can be resolved unless you have another field I can use in my sms messaging.

Sharon


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Timothy, Business Care Manager

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Hi Sharon

To address your first issue, using the <<AppointmentTime>> tag will not be a problem regardless of how far in advance you are sending your SMS reminders and I would recommend updating your template ASAP. 

Your second issue should in turn be resolved by using the <<AppointmentTime>> template, as patients will receive additional SMS reminders with the correct time for each of their subsequent appointments. 

You can choose to include the <<AppointmentPracName>> tag if you want to list the practitioner the appointment is booked with in each appointment reminder sent to the patient.
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Rachel Bruce

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We use the tag of <<AppointmentTime(ddd d/m "at" h:nn am/pm)>> with our reminders so they identify the 2 separate times in individual text messages
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Timothy, Business Care Manager

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For the other community users, you may notice that Rachel is also using the additional date formatting features in Front Desk. More information on how you can use the date formatting tools in your Standard Letters and SMS here: https://community.smartsoft.com.au/smartsoft/topics/letter-tag-date-formats
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Celia Young

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Hi Timothy.  This is fantastic and we have started using the <<AppointmentPracName>> tag  It works great if we are sending bulk sms's or emails using the Reminders facility in Reports and Utilities .  However if we send a reminder directly from the Patients file using the template,  it contains the Practitioners name but not the clinic.  Is there a reason for this? Thanks
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Steven, Business Care

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Hi Celia

If you need to send a single SMS reminder to an individual patient and are using the <<AppointmentTime>> and <<AppointmentPracName>> tags, you will need to right click on the appointment on the Appointment Book and select ‘Send SMS...’ This creates a link between this specific appointment and the appointment tags in your template. If you attempt to send the reminder from the patient's file, they may have multiple future appointments and Front Desk cannot establish the correct link between the appointment and the reminder you want to send.

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Timothy, Business Care Manager

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After some investigation, we have found that the current behaviour of the <<AppointmentPracName>> tag is inconsistent. When issuing an appointment reminder using this tag by right clicking the appointment on the Appointment Book, only the practitioner's name will be listed. However, using the tag via the SMS/Email Reminder Utility will include the practitioner's name and location.

To remedy this, in the next Front Desk update the <<AppointmentPracName>> tag will only list the name of the practitioner. We will introduce a new tag that can be used to output the appointment location to provide users more flexibility with their appointment reminders.
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Joanna

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Has this new tag been introduced?
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Timothy, Business Care Manager

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Hi Joanna. The <<AppointmentPracLocation>> tag was introduced in Front Desk 16.9.12 :)
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Joanna

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Thanks Timothy. That tag refers to the Location specified on the front page of the Practitioner file, correct?