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Appointment Confirmations & Reminders

  • To edit appointment confirmations & reminders, navigate to: 
    1. Navigate to the Settings tab
    2. Select Appointment Confirmations from the left hand menu & scroll to the reminder you wish to edit
    3. Select "Edit Settings" to change any of the following:
      • Schedule : Enter how many days before the appointment you would like patients to receive this reminder.
      • Confirmation Status: Choose who this message will send to.
      • Delivery Method: Select how you would like a patient to receive either email, text, or phone call reminders
      • Family Appointments: Choose which family members will receive this reminder.
    4. Select "Edit Message" to edit any of the templates for a specific reminder.

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    Types of Confirmations and Reminders Include:
    1. The Save the Date Reminder is sent to a patient’s email when a new appointment is created or an existing appointment is moved. This email-only communication includes an attached link allowing patient to add the appointment directly to their calendar.
      With the Save the Date Reminder, you can:
      • Send family reminders using the Email Save the Date - Family version of the template
      • Edit the reminder settings
        • Send for new appointments only or new and moved appointments
        • Send reminders to each family member to the family's single responsible party



    2. The Postcard Reminder is a physical, mailed reminder sent to patients who have scheduled their appointments far in advance. It includes general details about their appointment.

      With the Postcard Reminder, you can:
      • Send family reminders using the Postcard Reminder - Family version of the template
      • Select a template from a library of options 
      • Edit the reminder settings
        • A monthly budget for mailing postcards must be set here. Review your direct mail settings for RevenueWell communications in Settings under Direct Mail Settings.



    3. The First Reminder is the first communication a patient receives regarding an upcoming appointment. The First Reminder serves as the first opportunity for a patient to confirm their appointment. It is usually sent 7-14 days before the appointment.

      With the First Reminder, you can:
      • Edit when patients will receive it (how many days prior)
      • Send for only unconfirmed appointments, or for confirmed and unconfirmed appointments
      • Send via email, SMS text message, and phone
      • Use Family versions of the template



    4. The Second Reminder is an additional reminder to patients about an upcoming appointment. The Second Reminder can be set up as another opportunity to confirm the appointment if patients haven't already, or it can be an additional reminder to patients who have confirmed their appointment. It is usually set up to go out a few days before an appointment. 

      With the Second Reminder, you can:
      • Edit when patients will receive it with Advanced Settings
      • Send for only unconfirmed appointments, or for confirmed and unconfirmed appointments
      • Send via email, SMS text message, and phone
      • Use Family versions of the template



    5. The Same Day Reminder is the last reminder a patient will receive before an appointment. This reminder can be set up as a final confirmation attempt if patients haven't already confirmed, or it can be a final reminder to patients who have confirmed their appointment. This reminder can be configured to go out a few hours before the appointment. 

      With the Same Day Reminder, you can:
      • Edit when patients will receive it (how many hours prior)
      • Send for only unconfirmed appointments, or for confirmed and unconfirmed appointments
      • Send via email, SMS text message, and phone
      • Use Family versions of the template

  • Use the premade templates in RevenueWell to make setting up appointment confirmations and reminders easy and efficient. Follow the same process to edit both appointment confirmation and reminder templates to suit your practice needs.

    Each version of an appointment confirmation & reminder template must be edited individually.

    Reminder: The "Confirmation" version of these messages will send to patients who still need to confirm their appointments. The "Reminder" versions will send to patients who have previously confirmed their appointment. 

    To edit a template(s): 
    1. Select the drop down arrow depicted above
    2. Select the message template you'd like to edit
    3. Once selected, click "Edit Message" under the preview window. This will bring up a window where you can edit and format your message.
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  • When multiple family members are coming in for an appointment on the same day, RevenueWell can send a single message to the responsible party (or family messaging contact), instead of single messages to each family member. 

    To configure family messaging settings:
    1. in the Settings tab under "Appointment Confirmations."2022-04-20_10-47-24.png
    2. Click "Edit Settings" next to the communication you are editing. 2022-04-20_10-47-24_copy.png
    3. Select whether you'd like to send a reminder to each family member, or if you'd like to send a single reminder to the responsible party (or family messaging contact). 2022-04-20_10-49-03.png
    4. Click "Save."To view the family messaging template, click the "Family" version in the dropdown menu.
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    5. Here is a sample family message:
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    If the message asks for a confirmation, the patient who receives the message just needs to confirm the single message to confirm each family member's appointment for the day they are coming in. 

    To change the Family Messaging contact:

    If you'd like to edit the family messaging contact, you can do so within a patient profile of any of the family members

    1. Navigate to a patient profile.
    2. Within the Communication Preferences, click "Edit" to open a list of family members.
    3. Select the new family messaging contact and click "Save."

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    Once the Family Messaging contact setting is changed for one family member, the change is applied to all family members on the account. 

  • RevenueWell offers both English and Spanish appointment reminders. All default reminders will be in English, but you can edit a patient's profile to change their preference to Spanish reminders. 

    To change a patient's language preferences:
    1. .Open the Patients Tab.
    2. Click "Communication Preferences"
    3. Click "Edit" next to Preferred Language
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      Edit Email:

      You can alter the following appointment confirmations for the email message to appear in Spanish: Save the Date Reminder, First Reminder, Second Reminder, Save the Date Reminder. 

      To edit/view these email options in Spanish, open the reminder and find the Spanish template. Once you choose the dropdown of choice, single or family - Spanish, you can then edit the message to say exactly what you would like it to.

      Edit Text Message:

      You can alter the following appointment confirmations for the text message to appear in Spanish: First Reminder, Second Reminder, Save the Date Reminder. 

      To edit/view these text options in Spanish, open the reminder and find the Spanish template. Once you choose the dropdown of choice, single or family - Spanish, you can then edit the message to say exactly what you would like it to. spanish3.png
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  • Frequently Asked Questions

    What is the difference between a "Confirmation" and a "Reminder?" Confirmation messages send to patients who still need to confirm their appointment. These messages include the prompt to respond to confirm. Reminders send to patients who have previously confirmed their appointments. 
    Patients are complaining about getting too many messages. How do I fix that? If patients are complaining about getting too many appointment confirmation messages, you have several options: - Adjust the communication schedule for the specific patient(s) under the "Communication Preferences" within the RW patient profile- Change the timeline of your reminders- Send reminders to unconfirmed appointments only- Send email OR texts instead of email AND texts 
    Can patients cancel their appointment through RevenueWell.  No, patients cannot cancel appointments through RevenueWell.
    What happens to canceled and moved appointments? As appointments move in your practice management system, the new time/date will be reflected within your RevenueWell schedule. Automated communications will continue to send and will reflect the new appointment time.When an appointment is canceled in your practice management system, RevenueWell will read the canceled appointment status and stop sending automated appointment communications accordingly. 
    Why didn’t a patient receive a Save the Date Reminder when the appointment time was changed? We recommend you check the Save the Date Reminder settings to ensure that you are sending to both moved & new appointments if that is the preference.
    Why did our patient receive a Save the Date reminder that was several hours off of the correct time? If the time is correct in the copy of the email message within RevenueWell but the patient is reporting that it displays incorrectly on their device, that indicates an issue with the patient time zone settings in the patient's physical device or email account.For example, we frequently see patients set their email time zone to UTC rather than their local time zone. In this case, the patients needs to update their devices & email accounts to reflect the correct time zone.
    Can I send the Save the Date as a text? No, Save the Date reminders send via email only.
    I don't want patients requesting a phone call. How do I remove that option?
    1. Click on the Settings tab and click "Appointment Confirmations"
    2. For each reminder, open the dropdown menu next to "Preview" select "Email Confirmation."
    3. Click "Edit Message."
    4. Hover over the section with the yellow buttons and click "Remove Please Call Me" 
    5. You must also manually change the wording in the text box, as it mentions the "Please call me" option.
    6. Click "Save Changes" when you are done.
    Note: You will need to repeat this process with the option in the dropdown menu for "Email Confirmation - Family," "Text Confirmation," and "Text Confirmation - Family."