Patient phone numbers and text messages

Which phone numbers can I add?

UK mobile numbers only. Text messages are sent to UK mobiles, so Clinicify doesn’t accept landlines or overseas numbers on a patient record. If you try, you see “Enter a valid UK mobile, e.g. 07123 456789.” and the number isn’t saved.

How should I type the number?

However you like. Clinicify accepts 07123 456789, +44 7123 456789, 447123456789 and 0044 7123 456789, and ignores spaces, dashes, brackets and dots. It saves every number in the same international format (+447…), so you don’t need to tidy numbers up first. The same rules apply to numbers in an imported spreadsheet: a row with a number that isn’t a valid UK mobile is skipped and listed after the import.

My patient has an overseas number. What can I do?

Leave the phone field empty. The patient still gets every message by email, and your team can note the number elsewhere for calls.

Which texts do patients get?

Some texts go to every patient with a UK mobile on their record, because the patient needs them: the portal invitation, video appointment links, payment requests, booking fee and payment receipts, and record deletion reminders.

Others are optional: booking confirmations, reminders, cancellations, results notices and a few more. These are only texted when both your clinic’s default and the patient’s own SMS notifications setting allow it. See Messages patients receive.

Some messages go by email only and are never texted: forms to complete, aftercare advice and the no-show fee receipt.

Does a patient who books online get texts?

Yes, if they give a mobile number. The booking page asks for it “For appointment reminders”, so a patient who enters one starts with SMS notifications turned on. Marketing texts stay off: giving a number for reminders isn’t consent to marketing.

Why isn’t my patient getting reminder texts?

Check three things:

1. Their record has a UK mobile number. Open the patient and look at Phone on the Profile tab.
2. SMS notifications is ticked on their record. It’s off for patients your team adds or imports until they turn it on in the portal or your team ticks it and selects Save changes. Patients who gave a mobile number when booking online start with it on.
3. Your clinic sends text reminders. The owner can check the SMS box in the 24-hour reminder row under Clinic settings > Patient notifications.

What do texts look like?

Texts are short. They start with your clinic’s name and link to your portal where relevant. For example, a booking confirmation reads: your clinic’s name, “appointment confirmed for” followed by the date and time, and a link to manage it. Results, form titles and answers are never put in a text.

Can I change the name texts come from?

Yes. The owner can set an SMS sender name under Clinic settings > Patient notifications. It’s what patients see as the sender when a text arrives. It can be up to 11 characters, using letters and numbers only, with no spaces. When the Unsaved changes bar appears, select Save changes.

Can patients reply to texts?

Replies to texts don’t reach Clinicify. Patients can contact you using the details in your emails, or use your portal. If you set an SMS sender name, most phones won’t offer a reply option at all.

Do texts cost extra?

No. SMS and email are included in every plan.