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February Product News

Posted on Mar 04, 2020 by Hilary Melander


    Solutionreach is the leader in patient relationship management, helping you exceed revenue goals. One way to increase revenue is to reduce no-shows. 

    New FunctionalityThis month, we’ve released new functionality that makes it easier for your office to track email and text cancellation requests, reschedule appointments, and send patients a customized auto response. Learn more. 

    Practices now have the option of including a cancel token in reminder emails, making it possible for patients to cancel or reschedule right from their email. 

    Patients simply open the reminder email, click the “Cancel” option and then confirm the cancellation request. A “Reschedule” button automatically appears for SR Schedule customers. This means SR Schedule patients can both cancel and reschedule appointments in under a minute. 

    For added convenience, patients can cancel appointments by replying with cancel/reschedule trigger words like “n” or “no” to reminder texts.

    Trigger Words

    Practices can even activate a custom auto response that will be sent to patients after they request to cancel or reschedule. In this response, you could include information on your cancellation policy or even instructions on how to reschedule the appointment. This will help your patients reschedule so they get the care they need. 

    Do remember that the changes you make to text messaging templates may impact your compliance with HIPAA, the TCPA, or other federal or local statutes and regulations. Learn more about HIPAA and TCPA. 

    Once a patient submits a cancellation request, Solutionreach sends a notification through SR Notify and/or email (depending on your notification preferences). From there, just cancel the appointment in your practice management software.  Now you can fill the appointment with another patient who is less likely to cancel.

    Here's a helpful FAQ to answer any additional questions you may have. 

    That’s it for this edition of Product News. Thank you for selecting us as your partner to pave the way for an incredible patient experience while also increasing revenue.


    Hilary Melander

    Hilary Melander

    One of the most empowering moments in her career came from an "ah-ha" or "lightbulb" moment when she realized that creativity is simply problem solving. This realization sparked an enthusiasm deep inside for problem solving and has been the impetus driving her career as a Sr. Product Marketing Manager. Hilary has a Masters in Business Administration from the University of Utah and a Masters degree in Sociology from Brigham Young University. She values community involvement and just completed 4 years as a squad leader on Salt Lake County Sheriff’s Office Search and Rescue team and the Friends of SLC Search and Rescue 501(c)3. She currently serves on the board of the neighborhood HOA.

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