Patient Care Journey

Shayan Nafisi Updated by Shayan Nafisi

Appointment Confirmations

Confirmations are a call to action for patients to confirm (via voice, SMS or email) them will be coming to the practice for their appointment. Confirmations are normally sent out 3-4 days prior to the appointment.

Example: Hi John. This is Jasmine from Castle Dermatology. Please reply C to confirm your appointment on Wednesday January 20th. Please reply back to this message if you have any questions. Thank you!

Appointment Reminders

Reminders are simple SMS or call that normally triggeres one day prior to the appoinement and reminds the patients of the upcomning appointment.

Example: Dear John. Just a friendly reminder that you have an appointment on Wednesday January 20th with us at Castle Dermatology. For driving directions, click here: 18555 Ventura Blvd E, Tarzana, CA 91356. Please reply back to this message if you have any questions. Thank you, Jasmine.

Electronic Forms

Prior to the appointments, new patients will get an automated message that asks them to fill up their forms before coming in. This will save time for the patients in the lobby by having the forms filled up prior to their arrival for the appointment.

Example: Jay, for your appointment on Monday, please fill up our new patient package at You can save 30 minutes in the waiting room by filling up the forms prior to your arrival.


A few hours after the patients leave the practice, a survey message is triggered to guage the patient satisfacation.

Example: Hello Elena, could you please rate your experience with us at West Medical by replying 0(poor) to 10(great). Thank you.

Rating Requests

Satisfied patients (who respond 9 or 10 to survey) will recieve a message that asks them to write a review for the practice.

Example: Excellent. I am glad you had a good experience with us! Would you please take a minute and write a review for us here: It would help other patients just like you know how we are doing! Thank you!

Electronic Payments

Follow ups


Note: Offices can optionally turn on/off each of these features.

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Notification Settings