Patient Engagement & CommunicationPurpose
1. Instantly notify patients of missed appointments or lab sessions, reducing no-shows and improving patient follow-up.
2. Automate message delivery via SMS, email, voice, or app notifications when a patient fails to attend.
3. Enable rescheduling, instructional guidance, or support outreach to keep patients engaged.
4. Comply with healthcare regulations (HIPAA) by using secure channels for communication.
Trigger Conditions
1. Missed appointment event recorded in EHR/clinic scheduling system.
2. Unattended lab result flagged as “not completed” in lab management portal.
3. System log entry matches “no show” or “missed” status code.
4. User action not detected by a predefined cut-off time.
Platform Variants
1. Twilio SMS
- Feature: Programmable Messaging
- Configure SMS trigger via API with patient number, message body, send time.
2. SendGrid
- Feature: Transactional Email API
- Create event-driven email campaign; use dynamic templates triggered on missed status.
3. Vonage
- Feature: SMS API
- Initiate message send on missed event; set webhook for delivery report logging.
4. Mailgun
- Feature: Event-based Email Sending
- Configure send endpoint and set filter for “missed” events from healthcare database.
5. Nexmo Voice
- Feature: Text-to-Speech Calls
- Set up automated call with scripted message triggered by appointment status.
6. Slack
- Feature: Incoming Webhooks
- Notify internal channels of missed visits; post action buttons for team follow-up.
7. Microsoft Teams
- Feature: Flow Bot Messages
- Set up adaptive cards to notify staff or providers on missed events.
8. Zoom Phone
- Feature: SMS API (integrated with Zoom Phone system)
- Auto-send SMS reminders after appointment time lapse.
9. Salesforce Health Cloud
- Feature: Workflow Rules
- Trigger patient notification workflow when relevant object status changes.
10. HubSpot
- Feature: Automated Email Workflows
- Build contact-based workflow firing on missed events, send templated emails.
11. Google Chat
- Feature: Webhook Integration
- Deliver missed visit alerts to pre-set rooms for quick team action.
12. DrChrono
- Feature: API Webhooks
- Detect missed appointment in practice management, push to notification system.
13. Epic Systems
- Feature: HL7 Event Messaging
- Set ADT A08 event intercept, fire off message via third-party API bridge.
14. Cerner
- Feature: FHIR API Patient Encounter
- Monitor for no-show Encounter status, call notification endpoint.
15. WhatsApp Business API
- Feature: Template Messaging
- Send structured notification templates directly to patient mobile.
16. Facebook Messenger Platform
- Feature: Send API
- Initiate direct messenger notifications on missed events.
17. PagerDuty
- Feature: Event Orchestration
- Trigger escalation notification for staff to follow up non-attendance.
18. Pusher Beams
- Feature: Push Notifications
- Automate app notification to mobile users on missed event logging.
19. Intercom
- Feature: Series Automation
- Launch outbound message sequence if patient interaction not logged.
20. Zendesk
- Feature: Automated Ticket Creation
- Open new support ticket for staff upon missed appointment event.
21. AWS SNS
- Feature: SMS and Mobile Push
- Send multi-channel missed alert based on event publish-subscribe model.
22. Google Firebase
- Feature: Cloud Messaging
- Broadcast app push notification on appointment or lab miss detection.
23. ClickSend
- Feature: Email-to-SMS
- Convert “missed event” email into SMS for non-app users.
Benefits
1. Reduce manual outreach workload for staff.
2. Improve patient compliance and follow-up rates.
3. Enable multi-channel, real-time outreach.
4. Standardize messaging workflow across locations.
5. Enhance documentation for regulatory compliance.
6. Support re-engagement and rescheduling automation.
7. Improve patient satisfaction by proactive communication.
8. Foster team accountability with transparent notifications.