Clinics and dental care · Sample scenario
Appointment reminders and rescheduling
Patients who consented get a reminder before the appointment; they can confirm or pick a new free slot, and the calendar updates automatically.
Problem
Patients miss appointments or reschedule at the last minute; the freed slot cannot be given to another patient.
How it works today
The front desk checks the next day's list and calls patients one by one. Those who cannot be reached are left out, and rescheduling is done by hand in the calendar during the call.
What this scenario changes
At a set time before the appointment, the system checks the patient's contact consent and sends a reminder using an approved template. The patient chooses "confirm" or "change"; for a change, the same doctor's free slots are offered and the choice is written to the calendar. If no suitable time exists, a task is opened for the administrator.
The process step by step
- Appointment coming up: 48 hours before the appointment
- Contact permission checked: Consent per channel
- Reminder sent: Approved template, no medical details
- Reply classified: Confirm, cancel or change
- New free slots: For the same doctor
- Is a suitable slot available?: Free slot on the chosen day
- Calendar updated: The old slot is released
- New time confirmed: Confirmation message to the patient
Exception path
- Task for the administrator: An alternative is agreed with the patient
- Existing appointment kept: No change until agreed
The role of AI
Sorts the patient's free-form reply ("tomorrow doesn't work, can we do Thursday?") into a confirmation, cancellation or change request.
Human approval and exceptions
If there is no suitable slot on the day the patient wants, the system does not move them to another doctor or a waiting list on its own; a task goes to the administrator. If the message contains a medical question, it also goes to staff.
Frequently asked questions
What happens to patients without consent?
No message is sent to them; the appointment goes on the staff call list.
Does the reminder include treatment details?
No. The template contains only the date, time and clinic address; no medical details are sent.
What if the patient cancels completely?
The cancellation is recorded in the calendar and the slot is freed; if the clinic wishes, staff can offer it to a patient on the waiting list.