Overview of Prospyr's Appointment Messaging System
Prospyr automates a wide variety of appointment related messaging automatically over the course of a patient's appointment. These include, but are not limited to:
Confirmation of Appointment Booking
Appointment Reschedule Verification
Pre and Post Care Instructions
Appointment Reminders
Cancellation / No Show Alerts
Service Receipts
Other Messages
To help orient you two Prospyr's messaging tools, here is how they are set up and used over the course of a patient's appointment:
Confirmation of Appointment Booking
The confirmation of appointment booking goes out when a patient successfully books an appointment (whether done online or by a staff member in the Prospyr web app). Appointment booking confirmations go out via your Prospyr text number.
You can turn on appointment booking confirmations via the messaging tab here: https://app.prospyrmed.com/settings/configuration
Appointment Reschedule Verification
In the event that an appointment is rescheduled, you will be prompted to automatically send a text confirming the new time with the patient:
The text of this confirmation will read:
Hello {{firstName}}, your appointment at {{locationName}} has been rescheduled to {{appointmentDate}} at {{appointmentTime}}! Please reply with any questions or concerns.
Pre and Post Care Instructions
Given that pre and post care instructions explicitly acknowledge the service being delivered to the patient, and you may not have the opportunity to get the patient's consent to share sensitive data via another channel prior to the booked appointment, pre and post care instructions are sent securely via our encrypted email service to maintain HIPAA compliance.
There are two steps to sending pre and post care instructions:
Attaching your pre and post care instructions to a service. The best way to do this is to upload the pre and post care instructions you'd like to send as a pdf within each relevant service in your catalog:
Next, you'll configure your sending rules at the messaging tab within your catalog: https://app.prospyrmed.com/settings/services. For Pre and Post care, you'll set up:
Generic Pre-care instructions message (what you'd like the email itself to say, such as "Please find attached your pre treatment instructions")
How many days before an appointment to send pre care instructions (e.g., 7 days before). If an appointment is booked with less advanced notice than what you have set up for this setting, then pre care will go out immediately upon booking. For post care, timing of 0 days after the appointment will mean post care goes out as soon as the appointment is marked as completed.
Message Subject - The subject line of the email
From Address - the address you'd like these emails to come from (e.g., [email protected])
Appointment Reminders
Typically, the next text a patient will receive will be the appointment reminders you choose to configure. These go out via email and text, and can be configured at https://app.prospyrmed.com/settings/configuration
For appointment reminders, there are two key automations to be aware of:
If you include some variation of "To confirm your appointment, please respond Y" with any of Y/y/Confirm/confirm/CONFIRM as the patient's acknowledgement, then the appointment will automatically change from booked to confirmed on your schedule
If you flip the toggle on the "Enable links..." setting, then patients will automatically receive a link to securely complete any required intake paperwork prior to their appointment with the reminders.
Cancellation / No Show Alerts
Also within the messaging configuration, you have the option to set up an automated message which goes out when a appointment's status is changed to Canceled or No Show. You can edit the text to include a prompt to rebook or any other message you'd like:
Service Receipts:
Once an appointment is checked out (or any invoice is paid), you have the option to send a receipt to the patient via the secure, encrypted email system via the send receipt button on the paid invoice:
Other Messages
Beyond the pre-built automations, Prospyr's flexible sms marketing system can be set up to support any number of other messages:
Post appointment thank you notes
Follow up messages
Review Solicitations
...and more
If you'd like help setting up an additional automation, you can reach our team at [email protected] (or via the Help & Support button in Prospyr) to get help having it set up!