It is always unfortunate when a patient misses their appointment, and we know the key is to get communication out to a patient and get them back on the schedule. ChiroHD has a number of ways to handle this, it just depends on if you want the actions to be manual or automated!
Automatically mark an appointment as missed -
A - Enable/Disable
To set it up so that the system automatically marks an appointment as missed, log into your location > Settings > Office > Office Configuration > Reminder Options > toggle Automatically Mark Missed Appointment Options to On.
B - How long should the system wait before marking an appointment as missed?
This dictates the number of minutes, after the appointment's scheduled start time, that ChiroHD will automatically mark an appointment as missed (if the appointment has not been marked as arrived).
C - When should missed appointment reminder be sent?
Never -
this would be used if you want the system to automatically mark the appointment as missed, but DO NOT send out a missed text.
After the first appointment is missed on a day -
this would be used if the patient has multiple appointments scheduled for the same day, and you want the system to automatically send a missed text after the first scheduled appointment as been automatically marked as missed.
After the last appointment is missed on a day -
this would be used if the patient has multiple appointments scheduled for the same day, and you want the system to automatically send a missed text after that patient's last appointment of the day has been automatically marked as missed.
Verbiage for auto missed texts -
You can find this by logging into your location > Settings > Office > Office Configuration > Reminder Templates > Missed Appointment - English and Missed Appointment - Spanish.
The verbiage in the text field is completely editable, we just provide a default option. Keep in mind, if you update the English template, we do not auto translate. So please research and update your Spanish template as well so that it reflects your desired verbiage.
Please keep any and all texts HIPAA compliant.
Text Preset/Template for a manual missed text -
If you would like to manually send a missed texts versus it happening automatically, you first need to set up a Preset Template. Then you can move forward with manually sending a text and marking the appointment as missed.
Log into your location > click on the gray Text Reminders button at the top right of your calendar (if a user does not see this button, they are missing Text Reminders permission on their user) > Create (next to the Presets field) >
A - Preset Name
This is up to you
B - Appointments to Text
Select Everyone, regardless of previous response.
C - Appointment Type
We recommend keeping this blank as it will honor any appointment type.
D - Appointment Status
Select Scheduled, Confirmed, and Missed (just to cover all your basis) via the drop-down menu.
E - English Appointment Template
The verbiage in the text field is completely editable, we just provide a default option.
F - Spanish Appointment Template
The verbiage in the text field is completely editable, but we do not auto translate. Keep in mind, if you update the English template, we do not auto translate. So please research and update your Spanish template as well so that it reflects your desired verbiage.
Please keep any and all texts HIPAA compliant.
How to manually send a missed text -
To manually send a missed text to a specific patient on the calendar, click on the drop-down arrow on the appointment on the calendar > under Appointment Options, select Send Text Reminder.
This will only be visible if the appointment has not been marked as missed yet.
*Please note, the options on the drop-down arrow on the appointment WILL NOT be functional if you are not using Google Chrome. Chrome is the only browser that we support.
Manually mark an appointment as missed -
To manually mark an appointment as missed, click on the drop-down arrow on the appointment on the calendar > under Status Options, select Missed.
If you manually mark an appointment as missed, the system will NOT send out a missed texts automatically - this will also have to be done manually.
*Please note, the options on the drop-down arrow on the appointment WILL NOT be functional if you are not using Google Chrome. Chrome is the only browser that we support.
