As a dental practice, you want to ensure that your patients are attending their scheduled appointments. Appointment confirmation notifications in Engagement can help streamline this process by automating the appointment confirmation process. Here's how confirmations in Engagement work with a dental practice's practice management software.
Customize Confirmation Requests
While you are turning on automated appointment reminders in your Engagement Settings, you can customize when and how often patient's are being sent confirmation requests.
Engagement sends confirmation requests to the patient via email or text message. The confirmation message includes the appointment details, such as the date, time, and location.
You can send up to three confirmation requests and customize the timing increments between them.
Confirmation Message Verbiage
When the patient receives a confirmation request, Engagement recognizes only the following confirmation-based responses:
I’ll be there
The 👍 emoji
To ensure that your patients clearly understand the required response needed in order to confirm their appointment, it's important to ensure that your message verbiage clearly states the action item. To learn how to change confirmation message verbiage, click here.
If the patient confirms using one of the recognized key words, the software updates the appointment status to "confirmed" in the practice management software. If the patient does not respond to the confirmation request, nothing happens in the practice management software.
Once an appointment is confirmed, the patient will not receive any additional confirmation request messages for that appointment. If the patient has not confirmed prior to the final appointment reminder, they will be asked to confirm again in the next appointment reminder notification.
Unrecognized Responses That Require Extra Verbiage
If a patient responds with a message that contains unrecognized phrasing that Engagement logic cannot verify as a confirmation response, Engagement will not be able to automatically update the appointment status.
In this instance, Engagement will reply to a patient with a triggered message when it is suspected that the patient wanted to confirm, but we are not 100% sure.
In the Verbiage settings, be sure to check the Confirmation requests - extra verbiage messaging to set up your practices's extra verbiage message and capture those patients who may respond with a response that can't be recognized by Engagement.