Allied health · Worked example
Appointment reminders and rebooking for a health clinic
Sends reminders, handles replies like "can I change it?" and fills cancelled slots from the waitlist. Admin only, nothing clinical.
The problem
Missed appointments leave gaps in the day that can't be refilled at short notice. Staff spend time on reminder calls instead of patients.
How it works
- Sends a reminder text before each appointment
- Understands replies like "running late" or "can I move it?" and acts on them
- Offers new times from the practice management system when someone cancels
- Texts people on the waitlist when a slot opens up
- Calls anyone who hasn't confirmed a longer appointment
What it connects to
- AgentHi Sam, a reminder of your appointment at the clinic tomorrow at 2pm. Reply YES to confirm, or tell me if you need to change it.
- ClientCan't make it, work came up. Anything next week?
- AgentSorry to hear that. There's Monday at 3pm or Wednesday at 9am. Which would you like?
- ClientWednesday.
- AgentAll moved to Wednesday at 9am. See you then.
Illustrative conversation. Names, numbers and details are made up.
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