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Health & Aged Care Communication Templates

The following templates are suitable for use with communicating with patients and practitioners in relation to changes to appointments & guidelines, warnings, hygiene guides, an staff communications

You can add an additional Opt-out message by clicking on "Opt-out" in the message content field in the web portal once you have pasted the template content in to the message field.

We have included some data templates as well (which should automatically download when you click each link), to help you save your contact information in a format that will work with the field references in each message template. Each data template has column headers in row 1, a description of the required data in row 2, and an example of the data in row 3. Make sure you delete the contents of rows 2 and 3 before adding your contact data, but do not delete the content in row 1 (unless you want to change the header name and the field references in the message).

This video explains how field references work (the "Personalising Broadcasts" segment can be found 20 seconds in to the video)

Read this article to see how to use the templates if you are using your own data files.


1. Appointment reminder

Purpose:

This template can be used to remind patients upcoming appointments and to provide instructions around attendance if they have travelled or are experiencing symptoms associated with the Coronavirus.

Field references:


Variable fields:


Supporting Data Template:

You can use this template example to save your contact data to work with this message template if preferred:

Contact Data Template - Appointment reminder.xlsx


Additional Support:


Template:

Hi #firstname_column_1# 
This is a courtesy reminder of your meeting with #doctor_column_5# on, #appointmentdate_column_4#  at #appointmenttime_column_3#. IMPORTANT: If you have travelled internationally in the last three weeks and/or have a fever, sore throat, a cold, flu or respiratory infection symptoms, please call <phone> ASAP and DO NOT visit the clinic.
Thank you


Automated Responses

If you want to create an automated, interactive flow to better manage the screening process for patients who may be ill, this article provides an overview of an example of how to structure such a flow, using varying keywords and message paths.



2. General Hygiene information

Purpose:

This template can be used to provide patients with helpful information about how to minimise the risk of infection through effective hygiene practises (e.g. washing hands for 20 seconds). This message would be well suited to the inclusion of an infographic (if available) which could be sent as an MMS picture message. You may prefer to add a link to an external information source (e.g. your website).

If you do choose to add a URL, you may need to use a URL shortener (i.e. the "short trackable links" feature) to limit the web address to 22 characters in order to keep your message clean and to get the most out of your character limit per message (160 standard characters per SMS)

Field references:

Where the message says "<Insert URL>" - this is where you need to paste the link to the location where recipients can view the information referenced in the message (e.g. your company website).


Variable fields:


Supporting Data Template:

You can use this template example to save your contact data to work with this message template if preferred:

Basic Contact Data Template.xlsx


Additional Support:


Template:

Dear #firstname_column_1# 
With cases of Coronavirus increasing rapidly, please follow these important steps to minimise the risk of infection:  1. Clean your hands often with alcohol-based hand rub or soap/water 2. Keep 1m (3ft) or more between yourself & anyone coughing/sneezing 3. Avoid touching your eyes/nose/mouth 4. Cover your mouth/nose when you cough/sneeze - dispose of used tissues immediately 5. Stay home if you feel unwell (fever, cough, difficulty breathing)
For more information, visit <insert URL>



3. National Health Information Hotline

Purpose:

This template can be used to provide patients with the number for the National Health Information Hotline (or other relevant support line for your region/country), as well as a link to their relevant state government health website (or other relevant government information website for your region/country)

When adding a URL (web address) you may need to use a URL shortener (i.e. the "short trackable links" feature) to limit the web address to 22 characters in order to keep your message clean and to get the most out of your character limit per message (160 standard characters per SMS)


Field references:

Supporting Data Template:

You can use this template example to save your contact data to work with this message template if preferred:

Contact Data Template - Government sites.xlsx


Additional Support:


Template:

Hi #firstname_column_1# 
If you are experiencing symptoms (dry cough, sore throat, fever, headache, shortness of breath) or have recently come into contact with someone you suspect may be infected with the Coronavirus, you can call the National Coronavirus Health Information Hotline on <insert phone number> for support. You can also visit the #state_column_3# State Government health website at #URL_column_4# for more information. PLEASE DO NOT TURN UP TO OUR CLINIC IF YOU ARE EXPERIENCING THE ABOVE SYMPTOMS. Thank you.



4. Appointment Cancellations

Purpose:

This template can be used to notify patients of appointment cancellations due to the relevant health practitioner being unavailable. It also includes the addition of a URL for your online booking tool so that patients can rebook. If you do not have an online tool, you can replace that section with an invite for patients to call the clinic to reschedule.

When adding a URL (web address) you may need to use a URL shortener (i.e. the "short trackable links" feature) to limit the web address to 22 characters in order to keep your message clean and to get the most out of your character limit per message (160 standard characters per SMS)


Field references:


Variable fields:


Supporting Data Template:

You can use this template example to save your contact data to work with this message template if preferred:

Contact Data Template - Appointment Cancellation.xlsx


Additional Support:


Template:

Dear #firstname_column_1#. Unfortunately, we have had to cancel your #appointmenttime_column_3# appointment on #appointmentdate_column_4# with #doctor_column_5#. If you wish to reschedule with a different doctor, please visit <insert URL> to make a booking, or call us on <phone>. We apologise for any inconvenience.



5. Clinic Closure

Purpose:

This template can be used to notify patients that your clinic is closing due to imposed restrictions, and providing the national Coronavirus Health Information Hotline number (or other relevant support line for your region/country) for support.

Field references:


Variable fields:


Supporting Data Template:

You can use this template example to save your contact data to work with this message template if preferred:

Basic Contact Data Template.xlsx


Additional Support:


Template:

Dear #firstname_column_1#. Unfortunately our clinic is closed until further notice. All appointments are therefore cancelled. If you are experiencing symptoms (dry cough, sore throat, fever, headache, shortness of breath) or have recently come into contact with someone you suspect may be infected with the Coronavirus, please call the National Coronavirus Health Information Hotline on <phone> for support and advice. We apologise for any inconvenience.



6. Hand washing reminder


Purpose:

This template can be used to remind patients (particularly in aged care) to regularly wash their hands. In some cases, it could be effective to schedule this message to recur at a regular interval throughout the day (e.g. every 20 minutes, as per the recommendation from the World Health Organisation).

When adding a URL (web address) you may need to use a URL shortener (i.e. the "short trackable links" feature) to limit the web address to 22 characters in order to keep your message clean and to get the most out of your character limit per message (160 standard characters per SMS)

Attachments/images

When communicating a process, it is often more effective to include visual aids such as pictures or links to video. The World Health Organisation has produced the following guide, which can be downloaded by clicking the link: how_to_handwash_lge.jpg

The templates below also include a weblink to the W.H.O hand washing guide. 


Field references:


Variable fields:


Supporting Data Template:

You can use this template example to save your contact data to work with this message template if preferred:

Basic Contact Data Template.xlsx


Additional Support:


Template - general reminder (with weblink):

Hi #firstname_column_1#
Remember to wash your hands for 20 seconds every 20 minutes to minimise the risk of contracting Coronavirus. This guide will show you how to wash your hands effectively: https://www.who.int/gpsc/clean_hands_protection/en/
<insert signature>


Template - recurring reminder (with weblink):

Hi #firstname_column_1#
Please wash your hands now for at least 20 seconds to minimise the risk of contracting Coronavirus. This guide will show you how to wash your hands effectively: https://www.who.int/gpsc/clean_hands_protection/en/
<insert signature>

7. Visitation suspension


Purpose:

This template can be used to inform patients (particularly in aged care) of restrictions to visitation from friends and family due to isolation requirements.

Field references:


Variable fields:


Supporting Data Template:

You can use this template example to save your contact data to work with this message template if preferred:

Basic Contact Data Template.xlsx


Additional Support:


Template:

Hi #firstname_column_1#
To protect residents and staff from the spread of COVID-19, all visits are suspended as of <date>. Residents may not accept visits from anyone outside the facility (e.g. family) until further notice. Please call <phone> or see staff if you have any questions.
<insert signature>





Still not sure what to write? Our team of message experts is on hand and will be happy to help you plan and create your message strategy. 


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