WELL makes it easy for patients to communicate with you whether they're coming to an appointment. We want your practice to be able to seamlessly follow up on reschedules and cancellation requests to make sure your patients get the care they need. We also want you to be able to reduce no-show rates and fill openings in the schedule to have a broader reach with your patients.
When a patient receives an automation with a confirmation link OR you manually send them an appointment reminder, they have the opportunity to interact with the link and indicate to you whether they plan to come to an appointment or wish to cancel or reschedule an appointment. You can also see if the patient has viewed the link but not yet taken any action on it. Patients can also text certain key words in response to the link and yield the same results.
The patient receives a link either through an Automated Message or through a manual link. If they click the link, they are routed to a page with a map of the appointment, the details, and the opportunity to confirm, reschedule, or cancel it.
Here's what it looks like when the patient takes each of those actions:
Patients with a language preference of Spanish will see these screens instead.
Here's what you see real-time in WELL:
The color-coding system in WELL allows you to quickly and easily identify what action patients have taken.
Confirm: Patient has confirmed their appointment.
Reschedule: Patient has requested their appointment to be rescheduled. Requires follow-up.
Cancel: Patient has requested their appointment to be cancelled. Requires follow-up.
Viewed: Patient has viewed their appointment details through the confirmation link but has not taken any action.
Unconfirmed: Patient has not viewed the link. May require follow-up.
Not all patients have smart phones or will click on the link they receive. In order to still maximize the patient experience, patients can text back select keywords and upon receiving a link and still confirm, cancel, or reschedule their appointment. Depending on your patient population, you may want to include verbiage in your automation to elicit these keywords. For example: "text 'yes' to confirm and 'no' to cancel."
The following are keywords in WELL:
- Y, Yes, Confirm or Tap = confirm appointment status
- N, No, Cancel = cancel appointment status
- Reschedule = reschedule appointment status
NOTE: If the patient replies "Cancel" that will also set the appointment confirmation status to cancel. However, it will also disable text messaging for the patient so this keyword should be avoided.
We also collect keywords in Spanish that will automatically mark the patients appointment status.
The following are keywords in WELL:
- Si, Voy a ir, Confirmar, Confirmado = confirm appointment status
- Cancelar, N, No = cancel appointment status
- Reprogramar, Cambiar = reschedule appointment status
NOTE: If a message contains a keyword listed above in English or Spanish, and is more than 30 characters, then the channel will re-open and not change the appointment status. This will also occur if a message contains a question mark regardless of message length. In either case, a WELL user will need to review the message and manually mark the appointment status. This logic to re-open a channel will only apply to actions that are NOT included in the "Channel Opening Appointment Statuses" in your practice settings.
Phone Reminder Confirmation
Patients may receives an automated call from your practice with an Interactive Voice Response explaining their appointment details and asking to confirm. When Patients press 1 they will confirm their appointment. Read more on setting up automated messages.
If a patient calls to confirm, confirms with you in person, or uses a phrase that is not detected, you may have to manually confirm their appointment. In the upcoming appointments section of the Patient Facesheet you can easily send a confirmation request, a reminder, or manually confirm appointments. Simply click the 3 dots next to the upcoming appointment and select Send Confirm Request, Send Reminder (both will instantaneously send messages), or Confirm Appointment which will mark the appointment confirmed in the schedule view.
You can also use SHIFT + CLICK to confirm one or multiple appointments.
NOTE: You cannot manually mark appointments as reschedule or cancel in WELL, but if you cancel in your EMR, the appointment will immediately be removed from WELL.