How does a medical practice remind patients sensibly?

The short answer.

A medical practice reminds patients sensibly when the reminder comes at the right time, names the appointment and ends with one step to confirm or cancel. A reminder the day before, short and without stating the reason for treatment, works best for most practices. This is an experience-based recommendation, not a requirement.

Which reminder fits which occasion?

This overview shows when a medical practice best reminds patients and what belongs in the message. The times are recommendations from practical experience, and you adapt them to your processes.

Why do patients forget their appointments?

Patients mostly forget appointments when a lot of time passes between booking and appointment and the appointment is not in any calendar. So, as an experience-based recommendation, two things help: the appointment goes into the patient's calendar right when booking, and a second reminder comes shortly before the appointment.

Don't count on patients calling by themselves when they can't make it. Anyone who wants to cancel needs an easy way to do it, otherwise they just don't show up.

When is the best time to remind patients?

The best time is usually one day before the appointment, and for long appointments a few days ahead as well. The reminder the day before reaches the patient while they can still reschedule. If it arrives the same morning, the slot usually can't be filled anymore.

This is a recommendation from experience, not a fixed rule. Watch your practice for two or three weeks to see which appointments get cancelled most often, and set the timing accordingly.

What belongs in an appointment reminder for a medical practice?

An appointment reminder should include the date, the time, the name of the practice and a clear way to cancel. Don't write why the patient is coming. Health data has no place in a reminder, and a message can be read on a locked phone.

Keep the text short and friendly. One paragraph for the appointment, one sentence for cancelling. All names, times and places in the example below are made up.

Example, all details are made up.

How do you remind patients about check-ups and preventive care?

You remind patients about check-ups and preventive care by noting a date for the next appointment at every visit and then getting in touch with the patients. Don't wait until the patient contacts you on their own.

To do this, create a simple list: name, reason, month of the next check-up. Once a month you go through the list and contact everyone who is due. Which interval makes medical sense is for you to decide as a doctor, not a software.

What do you do when a patient doesn't show up for their appointment?

If a patient doesn't come, get in touch in a friendly way on the same or the next day and ask about a new appointment. Blame won't bring a patient back. Offer two times right away, so the patient only needs to send a short reply.

Also keep a small waiting list. When an appointment is cancelled, you message the first patients on it. That way the slot doesn't stay empty. This is also advice from practical experience, not proof of a specific rate.

How does SmartChat help medical practices?

SmartChat is a WhatsApp marketing solution for businesses. With the calendar reminder via iCal link, the appointment lands in the patient's calendar. With follow-ups, you send follow-up messages against forgotten appointments.

To be honest: SmartChat only sends via WhatsApp, and only to contacts who signed up themselves and confirmed. Messages outside an ongoing conversation go out as a template approved by Meta. You'll find more for your industry in the medical practices. You start for free.