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Automation Example - Healthcare Appointment Confirmation

If you are running a healthcare clinic of any sort, you may want to check on the general health of your patients prior to their appointments. This will help you to mitigate the risk of exposure to COVID-19 (Coronavirus) for your staff and other patients.

Below is a reasonably simple message flow that you can set up in the web portal (complete with additional actions) to help you automate the screening process with patients. The additional actions mean that you can easily categorise patients by their responses, making it easier to track, report and follow-up where necessary.

In the likely event that you already have an automated appointment reminder set up, you can incorporate this flow (or parts thereof) into your current process - for example, if you are already asking patients to confirm their appointments first, then your automated response to confirmations could utilise the first message below, followed by elements of the onward flow.

Each message in the flow is numbered - the message templates are only suggestions; however, these are included in a usable format at below this diagram:

Message 1:

Hi #firstname#
In light of the COVID-19 virus, we need to check on your current condition prior to your appointment.
If you are experiencing symptoms (dry cough, fever, headaches, nausea, vomiting), please reply “1” to this message
Otherwise, please reply “2”.
Thank you. 
<insert business name or signature>

Message 2:

Have you recently returned from a high-risk country (within the past 30 days), or been exposed to someone who you suspect is carrying the Coronavirus?
Please reply “Y” or “N”

Message 3:

Thank you.
To confirm your appointment, please reply “Confirm” to this message. 
To cancel, please reply “Cancel”
To reschedule, please call us on <insert number>

Message 4:

Please call us on <insert number> to confirm your appointment and to receive further instructions about attending.

Message 5:

Your appointment has been cancelled. To re-book, please call us on <insert number>
Thank you.

Message 6:

Please do not visit our clinic. Instead, call <insert number> and follow the advice given regarding testing for COVID-19 (Coronavirus)

Message 7:

Thank you.
Please do not arrive early for your appointment, as we are trying to minimise unnecessary patient volumes in our waiting room. If you have any questions, please call us on <insert number>

Need help setting up your automation? Just email us at and our team of messaging experts will be happy to help you.