NexHealth Support

Templates are the heart of automated communication in NexHealth.

Each communication template includes a trigger, or action (the gray tiles in the sequence), which prompts the sequence to begin sending SMS and email messages to your patients. This ensures your automated messages are sending at the right times for each patient. To view all NexHealth templates, navigate to Templates.

‍

Template triggers in order of appearance:

NexHealth Appointment Request

The NexHealth Appointment Request template is triggered immediately when a patient books their appointment online using NexHealth. It serves as a Save-The-Date message telling them what was booked.

NexHealth Appointment Confirmed

The NexHealth Appointment Confirmed template is sent immediately when you confirm the appointment which the patient requested online. This is optional, and we typically recommend only sending the Appointment Request template or this Appointment Confirmed template, but not both.

NexHealth Appointment Rescheduled

The NexHealth Appointment Rescheduled template is triggered immediately when an appointment which was booked online is moved on your EHR calendar. It does not allow the patient to reschedule their appointment, it just updates their Save-The-Date message.

Save the Date

The Save the Date template is triggered immediately when a new appointment is scheduled on your practice management calendar, such as when a patient schedules over the phone or at the front desk.

‍Reminders

Reminders are triggered by the gray time tiles. Reminder messages will send at the specified interval before an appointment. By default these are set to go out one week, two days, and two hours before the scheduled appointment.

Missed

The missed template is triggered every day at 7:45 PM for every patient whose appointment in the EHR was not Canceled, Checked-In, or Rescheduled; ie, patients who no-show their appointment.

Canceled

The canceled template is triggered at 7:45 PM on the day a canceled appointment was originally scheduled unless the patient has a new appointment on the calendar. It does NOT go out at the time a patient cancels an appointment.

Reviews

Reviews are triggered at 7:30 PM for every patient who had an appointment on the calendar and kept their appointment (ie, did not cancel, reschedule, or no-show).

Post Appointment follow up

The Post appointment follow up message is designed to go out after an appointment to check in or provide further instructions. The frequency and time of day are both customizable. This template is often used in conjunction with our Appointment Journeys feature, to send patients procedure-specific follow up messages.

‍Recalls

Recalls are triggered by the date of the patient's last appointment, and are sent 6 months to the day of their last appointment if they have not made another.

Birthday

The birthday message is triggered at 12:45 PM on the patient’s birthday.

‍New Patient

The New Patient Template is sent when a new patient is added to the system. NexHealth cross-references your patient list (including their name, contact information, zip code, and date of birth) to determine which patients are new. This message sends every 15 minutes between 8am and 7pm when the sync updates with your current patient list.

‍Payments

The Payments template is manually triggered by a NexHealth payment request manually being sent by a member of your staff. This template allows you to customize the verbiage which is sent at that time, it does not automatically request payments from patients.

Waitlist ASAP List& Waitlist Continuing Care

The two Waitlist templates are manually triggered by a Waitlist request being sent from the Waitlist tab by a member of your staff. These templates allow you to customize the messages sent to patients when the corresponding Waitlist requests are sent, they are not automatically triggered.

Form Request

The form request is triggered when a form is manually sent to a patient in NexHealth. Manual form requests include an automatic form reminder one day and one hour before the form's due date (which is usually the corresponding appointment date).

‍

Custom or Continuing Care Recalls

If available for your practice management system, you may also have the option for Custom Recare templates.

These templates are triggered by the due date you have recorded for the patient's next treatment. This may be based on a specific service type (such as Prophy or Perio) or the Next Recall (in Eaglesoft).

‍

This template is set up with a string of automatic invitations to schedule a new appointment (with the booking link included if applicable), and go out 1 day before the due date, and then again one month after, two months, four months, six months, eight months, twelve months, eighteen months, and twenty four months or until the patient schedules an appointment. The ultimate "set it and forget it!"