Every step · Patient communication
Every message reaches the patient, and every reply reaches a person.
Confirmations, questionnaires, plans, consent forms, aftercare and check-ins all belong to the same patient. In ClinicJourney they sit in one thread, linked to the record, with a delivery status you can see and an owner for each reply.
Where it goes wrong today.
Messages fail silently.
A reminder or an aftercare message does not arrive, and nobody notices until the patient mentions it.
Replies land where nobody is looking.
A patient answers an automated text, and the reply sits in a dashboard no one has open.
The conversation is spread across channels.
Part of it is in email, part in texts, part in a personal phone. None of it is in the record.
One thread per patient, with a status for every message and an owner for every reply.
Each message shows whether it was sent, delivered and opened. Each reply is assigned to someone, so the front desk can see what is unanswered and who has it. The thread is part of the patient’s record.
Thread · Jordan Ellis
- Day-2 check-in Queued Sent
- Delivery Pending Delivered
- Patient reply No reply Received
- Owner Unassigned Assigned
- Answered Open Closed
Nothing left unanswered in today’s list
What goes on the record
- Every message the clinic sent, and its delivery status
- Every reply from the patient, with time
- Who each reply was assigned to, and when it was answered
- Calls noted by staff
- Which template and version each automated message used
What the patient sees
One recognisable sender for their clinic, messages that match what happened at their visit, and replies that get an answer.
Where the line is
Which channels can carry patient information depends on your country’s privacy rules and your agreements with providers. In the United States, for example, the American Med Spa Association states that standard SMS is not HIPAA compliant, and that iMessage and WhatsApp are not either because their providers do not sign business associate agreements. Which channels ClinicJourney will support is to be confirmed.
See whether ClinicJourney fits the way your clinic works.
Tell us about your clinic and what you would most like to fix. A member of the team will reply by email.