Healthcare communication happens across appointments, treatment, payments, results, follow-ups, and other important points in a patient’s care journey.
For clinics, each of these moments is an opportunity to keep patients informed and make their experience a little easier.
Start with the appointment
A patient books an appointment at a private clinic.
Sender: LagosCare Clinic
Hi David, your appointment with Dr. Adeyemi is confirmed for 10:00 AM on 15 September. Manage your appointment: emisri.link/48291
The day before:
Reminder: your LagosCare appointment is tomorrow at 10:00 AM. Confirm or reschedule: emisri.link/48291
That same communication pattern can continue beyond the appointment.
After the appointment
For a follow-up:
Sender: LagosCare Clinic
Hi David, your follow-up appointment is scheduled for 22 September at 11:00 AM. View your appointment: emisri.link/48291
For a payment reminder:
Your outstanding LagosCare balance is ₦35,000. View your payment details: emisri.link/pay/48291
For a general patient-service update:
Your appointment request has been received. LagosCare will confirm your booking shortly.
The exact information should depend on the patient's situation and the healthcare provider's processes.
Healthcare needs careful communication
Patient messages should be clear and relevant to what the patient is currently doing or needs to know. They should also avoid unnecessary sensitive information and, where appropriate, give the patient a clear next step.
For example, an appointment reminder needs the appointment details and a way to manage the booking. It doesn't need to include sensitive medical information that the patient doesn't need to see in an SMS.