Choose which messages patients receive
- Owner
On this page
Clinicify emails and texts patients when an appointment is booked, the day before it, when it’s cancelled and when lab results are published. On the Patient notifications page you choose which of those go by email and which by text, and how your messages appear to patients.
Before you start
- Only the clinic owner can change these settings.
Steps
- Open the account menu at the bottom of the left sidebar and select Clinic settings.
- Under Clinic, select Patient notifications.
- Enter a Reply-to email. When a patient replies to one of your emails, the reply goes to this address. If you leave it blank, replies go to the Contact email in your clinic details.
- Enter an SMS sender name. This is the name shown on the patient’s phone when a text arrives. Use letters and numbers only, up to 11 characters, with no spaces.
- Under Default notification channels, tick or untick Email and SMS for each event.
- Select Save changes in the Unsaved changes bar.
The events you control
| Event | Sent when | Starts as |
|---|---|---|
| Appointment booked | An appointment is confirmed | Email and SMS on |
| 24-hour reminder | About a day before the appointment | Email and SMS on |
| Appointment cancelled | The patient or the clinic cancels | Email and SMS on |
| Lab results published | Results become visible to the patient, including when a results delay ends | Email on, SMS off |
What happens next
New messages follow your choices straight away. Unticking a channel stops that message going by that channel for every patient.
Good to know
- A patient also has their own preferences. A message goes by email only if the patient has email turned on, and by text only if they have text messages turned on. Text messages start off for patients your team adds or imports: the patient can turn them on under Settings in the portal, or you can turn them on in their record. A patient who gives a mobile number when booking online starts with text messages on.
- Text messages go to UK mobile numbers only. See Patient phone numbers and text messages.
- Some messages aren’t controlled here because patients need them for the appointment to go ahead or for a payment, for example payment links, receipts, no-show fee receipts, forms to complete before an appointment and video consultation links. See Messages patients receive.
- Set a Reply-to email, or a Contact email in your clinic details, so patient replies reach you. Emails are sent in your clinic’s name from Clinicify’s sending address, and the email footer shows the address replies go to. See How patient emails are sent and branded.
- The Patient portal section on this page controls whether patients can edit their own details. See Patient portal settings.
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- Messages patients receive Every email and text Clinicify sends your patients, when each one goes out, and which ones your clinic or the patient can switch off.
- Patient phone numbers and text messages Which phone numbers Clinicify accepts, how numbers are formatted, when patients get texts, and how to set the sender name they see.
- How patient emails are sent and branded Patient emails arrive in your clinic's name, with your logo and colour, and keep clinical detail behind portal sign-in. Here's how they're put together.
- Appointment reminders Clinicify reminds patients by email, and by text if they've opted in, about a day before each confirmed appointment. Here's how reminders work.