The following templates are examples for use in SystmOne.

Appointments

The following example templates as include the following principles.

• Delivery channels: Appointment messages may be sent via SMS, email, or app notifications. While email and app notifications can accommodate longer messages, SMS is poorly suited to detailed content. All message templates should be written with SMS constraints in mind, even if the message may sometimes be delivered by other methods.
• Messages should be succinct: Keeping messages short helps ensure that patients can quickly understand the key information without confusion. Overly long or complex messages are more likely to be ignored, misunderstood, or truncated on some devices.
  
• Include clear cancellation options: Every message should offer both a digital/automated method (e.g. a cancellation link) and a phone number.
• Use merge fields for all variables: Avoid manually entering site names or phone numbers - even in single-site practices*.
• Limit message content to essential appointment details: Do not include other information; such as parking details.
  • Alternative: Ensure physical signage at the site provides instructions for parking requirements (e.g. vehicle registration kiosks); clear signage should be in the car park, at all building entrances, and waiting areas. 

Appointment message template are managed in: Organisation Preferences > Messaging > Messaging & Appointments

Confirmations

Cancel by Link or phone

Appointment booked: <appointment_date_and_time> at <site_name>
To cancel: Use <cancellation_link> or call <appointments_telephone_number>

Appointment booked: <appointment_date_and_time> at <site_name>
To cancel: www.nhs.uk/nhsapp or <appointments_telephone_number>

Don't forget! Appointment on <appointment_date_and_time> at <site_name>
To cancel: Use <cancellation_link> or call <appointments_telephone_number>

Don't forget! Appointment on <appointment_date_and_time> at <site_name>
To cancel: www.nhs.uk/nhsapp or <appointments_telephone_number>

Don't forget <patient_firstname>'s appointment on <appointment_date_and_time> at <site_name>
To cancel: <cancellation_link> or call <appointments_telephone_number>

Appointment on <appointment_date> was not attended. In future, please notify the service on <appointments_telephone_number> if unable to attend.