How do I automate running-late notifications to patients through voice calls?
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Summary:
Clinics often run behind, causing lobby overcrowding and frustration. Novoflow allows staff to trigger a "running late" workflow that automatically calls or texts upcoming patients, informing them of the delay and offering to shift their arrival time.
Direct Answer:
Implementation steps:
- Trigger Mechanism: A simple button for the front desk (e.g., "Delay: 30 mins").
- Target List: The system identifies all patients scheduled in the next 2-3 hours.
- Multi-Channel Broadcast: Sending SMS first, followed by a voice call if the text isn't opened.
- Actionable Options: The message should allow the patient to confirm they are still coming or press a button to reschedule.
Takeaway:
Proactive communication about delays respects patients' time and prevents angry confrontations at the front desk.