HOF appointment confirmation script at 48 h and 24 h
Quick facts
- Format
- Two WhatsApp messages
- When to send
- 48 hours and 24 hours before the appointment
- Goal
- Reduce no-shows and free the slot in time for the waitlist
- Check
- Rescheduling policy agreed with the patient
A patient who does not show up is a lost slot, and most no-shows can be solved with two well-thought-out messages. The 48-hour message leaves time to reschedule and to fill the slot with someone from the waitlist. The 24-hour message reminds the patient of the appointment and delivers the preparation instructions.
The messages below are short, caring in tone, and should go out from the clinic's official WhatsApp. For the waitlist notice, see the waitlist script, and for rescheduling, the script for rescheduling a cancellation.
What does the sequence look like?
What should the message include?
| Information | Why it matters |
|---|---|
| Name, weekday, date and time | Avoids confusion |
| Professional | Strengthens the relationship |
| Request for confirmation | Defines who is coming and who is not |
| Deadline to reschedule | Leaves time to fill the slot |
| Address and arrival time | Reduces lateness |
| What to bring | Speeds up the medical history |
Do not send health data in the message. The type of appointment, such as "assessment", is enough. Clinical data stays in the chart, in line with the LGPD (Brazil's data protection law).
What preparation instructions can I include?
In general, practical ones: ID, list of medications, recent test results and arriving early. Specific clinical instructions, such as stopping a medication, must be given by the professional, individually, and not in a standard message.
How should you react to no response?
For contact after the appointment, see the script for contact 24 hours after the procedure and the reminder message 48 hours before.
Frequently asked questions
Aren't two confirmation messages too many?
They are usually reasonable, as long as they are short and useful. The first gives time to reschedule, the second reminds the patient of the time. If the patient has already confirmed, there is no need to insist.
Can I charge a no-show fee?
Only if it was agreed in writing and falls within the applicable rules. Confirm with legal advice and communicate the policy from the moment of scheduling.
What do I do if the patient does not reply?
Try a short phone call the day before. If they do not confirm, consider releasing the slot to the waitlist, according to the clinic's policy.