Prospyr provides a variety of pre- and post- appointment automated messaging options to communicate key information to patients before and after their appointments. Many of these messages can also be customized to specific services and appointment types.
The following messaging types are available within Prospyr:
General Appointment Confirmations
General Appointment Reminders
Service Category Specific Booking Confirmation and Reminders
Cancellation Confirmations
No Show Messages
Pre Care and Post Care Instructions
Appointment Follow Up Messages
Review Solicitations
Service Rebooking Reminders
Appointment Confirmations:
Appointment confirmations are delivered to patients upon the successful completion of an appointment booking.
Channels: Email and Text
Available Variations: Virtual vs In Person Appointments
Available Merge Tags:
{{firstName}} = Patient's first Name
{{appointmentDate}}
{{appointmentTime}}
{{locationName}}
{{locationAddress}}
{{providerName}}
Options:
Include a calendar invite
Include a Patient Portal Link
Where to set up:
General appointment confirmation are set on the "Messaging" tab of your workspace configuration here, in the appointment confirmations section:
Once turned on, appointment confirmations will go out when an appointment is booked. The tabs at the top will allow you to set up general messaging for in-person and virtual appointments. You can learn more about designating appointment types as virtual here.
Include Patient Portal Link: When turned on, the confirmation will also include a link where a patient can self-manage their appointment based on the patient portal rules you set here.
Send Appointment Confirmation Email: When toggled on, an email will also be sent alongside a text message.
Send Appointment Confirmation Calendar Invite: When toggled on, the patient will also receive a calendar invite for their appointment.
Appointment Reminders:
Appointment reminders are delivered to patients in the lead up to their appointment based on the timing you set
Channels: Email and Text
Available Variations: Virtual vs In Person Appointments
Available Merge Tags:
{{firstName}} = Patient's first Name
{{appointmentDate}}
{{appointmentTime}}
{{locationName}}
{{locationAddress}}
{{providerName}}
Options:
Include a link to complete paperwork prior to appointment
Allow patient to confirm appointment by responding Y
Remind patients about confirmed appointments
Where to set up:
General appointment reminders are set on the "Messaging" tab of your workspace configuration here, in the appointment confirmations section:
Options:
Prompt confirmation: In the text of the appointment reminder, you can include "Reply Y to confirm your appointment". If the patient responds with Y, the status of the appointment in Prospyr will automatically change from booked to confirmed.
Enable Email Reminders: When toggled on, reminders will go out via email in addition to text
Enable Complete Action Links In Appointment Reminders: When on, appointment reminders will include a secure link where patients can complete intake paperwork prior to their appointment.
Remind patients about confirmed appointments: If this is toggled off, patients will stop receiving reminders once they have confirmed their appointments.
Service Category Specific Booking Confirmation and Reminders
If there are service categories where you would like to provide different instructions or reminders vs your general appointment reminder, those can be set in the service category settings.
To access service category settings, navigate to the Service Categories Tab in your catalog, then hit the edit icon next to a service category:
Then, on the messaging tab, you can set up the category specific reminders and confirmations:
These reminders will override your standard messaging when an appointment is booked within this category, however, they will still respect your general settings around including a link to paperwork and reminding about confirmed appointments in your general settings.
Cancellation Confirmations
Cancellation confirmations are sent when the status of an appointment is changed to canceled to alert the patient / confirm their cancellation request was processed.
Where to set up:
Cancellation confirmations are set on the "Messaging" tab of your workspace configuration here, in the appointment cancellation section:
This is a great opportunity to prompt them to rebook by including a phone number or your booking link!
No Show Messages
No Show messages are triggered when an appointment status is changed to no show.
Where to set up:
No Show confirmations are set on the "Messaging" tab of your workspace configuration here, in the appointment No Show section:
This is a great opportunity to prompt them to rebook by including a phone number or your booking link! You may also want to alert them if they will be charged a no show fee.
Pre Care and Post Care Instructions
Pre Care and Post Care Instructions are delivered via a secure, encrypted email channel. They include two elements:
The email conveying the instructions (this email is generic to all messages of that type, either pre or post care)
An attachment conveying the specific pre/post care instructions for the services booked as part of the appointment
Setting up the generic email:
To set up the general pre and post care instruction emails, you can navigate to the messaging tab of your catalog, where you'll see sections for Precare and Postcare:
The elements you can set are:
Instructions: The body of the general email that goes out with all precare or all postcare instructions
Timing: How long before or after an appointment the instructions will go out. There are two special cases:
Precare: if an appointment is booked within the precare send window (e.g., if the window is 14 days, and the appointment is booked 7 days in advance), the precare will be sent immediately
Postcare: If postcare is set to 0 days after the appointment, it will go out at the scheduled end time of the appointment
Subject: The subject line of your pre/post care email
From Address: Which email address you instructions will come from (you can used any email address associated with your verified email domains)
Document: This will be a general document you want to include in all pre or post care emails. For example, if you have parking instructions or other day of appointment info that applies to all services, you can include it here.
Test email: Once you have your settings in, you can put in any email address to send a test to.
Setting up service specific pre and post care:
To set up the service-specific pre and post care attachments, you can go to the Pre & Post Care section of your documentation.
To add a new document, you can hit the Add New Document button, where you can upload the file and set it's type:
Once you've uploaded the document, you can designate the relevant services by hitting the edit button under "Associated services" and selecting the relevant services:
Appointment Follow Up Messages
Appointment follow up messages can be used to to check in with patients after they've received treatment. These messages are set up through the direct marketing engine. To create an audience, you'll go to the audiences section of Direct Marketing and select Create Audience:
In the recommended audiences, you'll select "Follow Up Audience":
To create the audience, you can name it and set who will receive the message based on service, location, and provider information from their appointment:
Any service will be general, and go to all patients. If you select specific services, any patient who received one of those services will get the messages.
Timing can be set below, and is based on when the appointment is marked "Check Out" or "Completed" (e.g., 1 hour will mean 1 hour after the appointment is marked as checked out).
Once the audience has been created, it can be used in any Email or SMS campaign by selecting the quick audience type and choosing your audience.
Review Solicitations
Review solicitations are another type of quick audience that can be set up in the direct marketing section:
With review solicitations, you have the option to control frequency by selecting "every time interval when they are eligible", and choosing how often you want to ask them (e.g., every 3 months):
For multi-location practices, we highly recommend location specific audiences for each location, so that your google review link for that location can be sent to the customer.
Service Rebooking Reminders
Service rebooking reminders can be used to prompt lapsed patients to rebook with your practice. They are set up using the Service Recapture Quick Audience:
In the audience creation, you can set which service this recapture message will apply to (e.g., all tox services), and choose if patients will get the reminder regardless of other services they've had or have booked upcoming with your practice:
