Although the main goal was to effectively cover the main channels of communication (SMS, phone and emails), we also wanted to understand whether the client has received the reminder. In fact, it’s a crucial factor for successful medicine business, as if the patient can’t come at the scheduled time, the doctor could have scheduled an appointment with another patient instead, as a result – the clinic doesn’t lose money due to appointments canceled last second.
Basically, the module should have been able to provide a feedback in any means so that the doctor could ensure the patient comes for visit. Moreover, the client should have been able to select the most preferable communication channel, as someone feels more comfortable being contacted via emails, while someone wants to be called prior to appointment.
Another important feature we’ve implemented is a template manager. Since medicine covers various specialties, our goal was to ensure that the system knows which template to use for dental, psychiatry and so on.
- SMS – with the selected method patient receives an SMS reminder and can reply it to inform the clinic whether the appointment is still needed.
- Email – with the selected method patient receives an email reminder. The main challenge here was to make sure that the templates used for each medical specialty don’t look like SPAM, as obviously, we didn’t want to end up in the patient’s SPAM folder. We have followed the best mailing practices to ensure successful email delivery.
- Phone – with the selected method patient receives a phone call reminder done by a robot. As with SMS, we wanted to understand whether the patient had actually received the call, or should we try to contact him again. Thus, in the end, we encouraged them to either confirm or decline the upcoming appointment session.