Patient Interaction Flow

This article talks about what the patients will see when they receive an appointment reminder from your clinic and how they can interact with the reminders sent.

• Patients will receive an email or text message with information about their upcoming appointment.
  
  
• They need to click on the blue button or link that says ‘View Appointment Details’ to confirm or decline the appointment.
  
  
• Patients will be taken to the page to verify their identity using their date of birth.
  
  
• Once they input the correct date of birth and click on ‘Submit’, they have the opportunity to confirm their appointment. The patients have a choice to either ‘Confirm’ or ‘Decline’ the appointment. They can also fill out their COVID-19 screening form here if that feature was enabled by the clinic. Also, they have the provision to add the appointment to their most preferred calendar.
  
  
• If the patient has confirmed the appointment, this is what they see. Please note that the patient will see the complete appointment details such as - date, time, name of the physician, and the clinic address. If they haven’t yet completed the attached form, they can click on ‘Start’ to begin it even at this stage (in the below screenshot the offered form is COVID-19 Screening). 
  
  
  
• If your clinic has enabled the DECLINE option in your Clinic Settings, the patient will see the "Decline" button next to the confirm button.  
  
  
  

   

  If the patient has declined an appointment, the Brightsquid may or may not update the the clinic schedule in the EMR depending on the settings you chose in the Clinic Settings section. 

  If you allow your patients to decline via the Appointment Reminder you will be able configure one of up to 3 behaviors in response to a decline request.  Note that not all EMRs support all options.

   

Please note that in the ‘Upcoming Appointments’ tabs of your Appointment Reminder application, you will see the below if the patient has declined their appointment.