# Appointment reminder messages, by touchpoint and language

Each message below is under 320 characters so it fits a single SMS segment
where segments are billed, and short enough to be read on a lock screen without
opening anything.

Replace {NAME}, {CLINICIAN}, {DAY}, {TIME}, {ADDRESS} and {PRACTICE}.

---

## Seven days out — the reschedule window

**English**

> Hi {NAME}, this is {PRACTICE}. You're booked with {CLINICIAN} on {DAY} at
> {TIME}. If that no longer works, just reply here and we'll find another slot —
> easier now than later.

**Português (Brasil)**

> Oi {NAME}, aqui é da {PRACTICE}. Sua consulta com {CLINICIAN} está marcada
> para {DAY} às {TIME}. Se não der mais, é só responder aqui que a gente remarca
> — agora é mais fácil do que depois.

**Español (Latinoamérica)**

> Hola {NAME}, te escribimos de {PRACTICE}. Tenés cita con {CLINICIAN} el {DAY}
> a las {TIME}. Si ya no te sirve, respondé por acá y la movemos — ahora es más
> fácil que después.

Note: this is the only message that recovers the slot. Sending it is worth more
than perfecting the other two.

---

## Twenty-four hours out — the workhorse

**English**

> {NAME}, reminder: {CLINICIAN} tomorrow at {TIME}, {ADDRESS}. Reply Y to
> confirm or N if you can't make it. — {PRACTICE}

**Português (Brasil)**

> {NAME}, lembrete: {CLINICIAN} amanhã às {TIME}, {ADDRESS}. Responda S para
> confirmar ou N se não puder vir. — {PRACTICE}

**Español (Latinoamérica)**

> {NAME}, recordatorio: {CLINICIAN} mañana a las {TIME}, {ADDRESS}. Respondé S
> para confirmar o N si no podés. — {PRACTICE}

Send in the afternoon, not the morning. Around 16:00 local time performs better
in most practices' own data than 09:00, and the usual explanation — that people
plan tomorrow at the end of today — is at least plausible.

---

## Two to three hours before — the last chance

**English**

> See you at {TIME} today, {NAME}. {ADDRESS}. If something's come up, reply N
> and we'll sort it out. — {PRACTICE}

**Português (Brasil)**

> Te espero hoje às {TIME}, {NAME}. {ADDRESS}. Se aconteceu alguma coisa,
> responda N que a gente resolve. — {PRACTICE}

**Español (Latinoamérica)**

> Te esperamos hoy a las {TIME}, {NAME}. {ADDRESS}. Si te surgió algo, respondé
> N y lo resolvemos. — {PRACTICE}

No guilt, no "please note our cancellation policy". A message that reads as a
warning gets a smaller response than one that reads as an offer.

---

## First-visit variant

New patients miss appointments at roughly twice the rate of returning ones, and
the reason is usually practical rather than motivational: they do not know where
to park, which door, or what to bring.

**English**

> {NAME}, first visit with {CLINICIAN} on {DAY} at {TIME}. We're at {ADDRESS} —
> the entrance is on the left of the building. Bring your ID. Reply with any
> question. — {PRACTICE}

Adapt the middle sentence to whatever your actual confusion is. Every practice
has one, and the front desk can tell you what it is in five seconds.

---

## Recall variant — six months out

Recall appointments booked far ahead have the worst attendance of any category
in dentistry and optometry, and the standard reminder is not enough on its own.

**English**

> {NAME}, your six-month check with {CLINICIAN} is coming up on {DAY} at {TIME}.
> Booked back in {MONTH}. Still good? Reply Y, or N to move it. — {PRACTICE}

Naming the month it was booked is the whole trick. It gives the patient the
context they have completely lost, and it converts "who is this" into "ah, yes".

---

## What not to send

- Anything containing the reason for the visit. It appears on a lock screen,
  and in several jurisdictions putting it there is a data protection problem
  rather than a taste problem.
- A fourth message. Nothing measurable is gained and goodwill is lost.
- A reminder from a no-reply number. It halves the value of the seven-day
  message and irritates everyone who tries.
- Anything with your cancellation policy quoted in it. Put the policy where
  people book, not where they are being reminded.