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Patient communication

Patient messages by SMS, WhatsApp and e-mail

Appointment confirmations, reminders and follow-up messages go out on the channel the patient prefers. Before every send, channel consent, quiet hours and, where required, IYS (the national commercial message registry) are checked.

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A patient reading a message on a phone at a kitchen counter in the morning
A patient reading a phone notification at a bus stop on a city morning
A young patient on a tram looking at a phone, wearing earphones

Four channels for different jobs

Channels are switched on one by one, and your clinic chooses which message goes out on which channel.

SMS
For appointment confirmations, reminders and verification codes. It is fast and works on every phone; the text is kept short and general.
WhatsApp
For two-way operational communication with approved templates. The message carries general content and the details sit behind a secure link; status, delivery and opt-out are tracked.
E-mail
For longer notices, document notifications and receipts. Sending and delivery status are recorded.
Notifications
For in-app and push notifications. Urgent alerts such as a critical result are routed within the team.

Consent is checked before every send

A message is classified as operational or commercial; channel consent, quiet hours and, where required, IYS are checked, then it is sent and its delivery status recorded.

Patient05End

Delivered

Delivery and read status are recorded.

  • The process is complete here.
  • If the patient opts out of the channel05a Opt-out
5 / 14

All steps

  1. 01 Trigger (Trigger) An appointment confirmation or campaign message starts.
  2. 02 Class (Classification) Operational or commercial is determined.
  3. 03 Channel consent and quiet hours (Consent) Patient preference, channel consent, and quiet hours apply; İYS is checked for commercial messages.
  4. 04 Send (Channel) Generic content and a secure link are sent.
  5. 05 Delivered (Patient) Delivery and read status are recorded.

Alternative path from 03 Channel consent and quiet hours; the process ends on this path.

  1. 03a No İYS consent (Consent) The send is blocked; fail-closed by default.

Alternative path from 04 Send; it returns to the main flow at 05 Delivered.

  1. 04a Delivery failure (Channel) The message could not be delivered.
  2. 04b Retry (Channel) Sending is repeated; a persistent failure opens a team task.

Alternative path from 05 Delivered; it returns to the main flow at 03 Channel consent and quiet hours.

  1. 05a Opt-out (Patient) The preference updates and later sends apply it in the consent check.

05 Delivered

A parent looking at a phone in a paediatric waiting room, with blurred toys behind.

The rules of a message

Appointment and service messages are classified separately from promotional content. Operational messages follow the patient's channel preference and quiet hours. For commercial messages, IYS consent is checked before sending, and without consent nothing is sent.

The message text stays general and carries no health information; the details sit behind an identity-verified secure link. When a patient opts out, sending on that channel stops and the preference shows on the patient card.

Delivery, read and error states are recorded. A delivery failure is retried, and a permanent failure opens a task for the team. Bulk campaign sends follow the same rules and comply with IYS and health promotion policy.

Patient communication

The conversation is managed after sending

A patient's messages appear in one conversation stream for the clinic's team.

  • Unified conversation timeline

    SMS, WhatsApp, e-mail and notifications come together in the patient's conversation stream.

  • Assignment and handover

    A conversation is assigned to a staff member, an internal note is added, and it is handed over to another staff member when needed.

  • Delivery and read status

    Delivery, read, error and opt-out states are recorded, and a delivery failure is retried.

  • Communication preference

    The patient's channel preference and quiet hours are applied to every send.

  • Emergency use notice

    In secure messaging, patients are clearly told not to use messages in an emergency.

  • Before and after the appointment

    Pre-appointment forms, consents and instructions, and afterward care instructions and follow-up messages, go out from the same stream.

Frequently asked questions about patient messages

FAQ
Do reminder messages state a diagnosis or treatment?

No. A message carries general content, and the details sit behind an identity-verified secure link.

What is IYS, and do I need it?

IYS is the national system that keeps consent records for commercial electronic messages. Service messages such as appointments are classified separately from promotional ones, and consent is checked before a promotional message is sent.

Do I have to use WhatsApp?

No. Channels are switched on separately, and you can work with SMS and e-mail alone.

What if a patient does not want messages?

The opt-out is recorded and sending on that channel stops; the preference is visible on the patient card.

What happens if a message is not delivered?

The delivery failure is recorded and retried, and a permanent failure opens a task for the team.

On whose behalf do messages go out?

Messages go out under the clinic's name; the content is general and the details appear only behind an identity-verified secure link.

Are pre-appointment forms and instructions sent by message?

Yes. Pre-appointment forms, consents and instructions, and the care instructions afterward, go out from the same stream with general content and a secure link.

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