When patients receive appointment notifications through email or text and they click Appointment Details, they're taken to the TELUS Collaborative Health Record (CHR) appointment booking site. Here they view a message, informing them of their appointment status and providing them with any additional instructions.
Also, when patients self-book appointments through the appointment booking site, at the end of the booking process they see the same message.
For each appointment status, you can customize the message the patients see.
💡 Tip: To hide or show your clinic's address and map on all notifications, set the clinic-wide option. Refer to Displaying your clinic address and map on appointment notifications. For specific appointment types refer to Displaying your clinic address and map on appointment notifications for certain appointment types.
Steps
1. From the main menu, click Settings > Custom Text.
2. Click Online Booking.
3. Under Appointment Letter, beside the notification you want to edit, in the Edit column, click the Gear icon. The following table outlines what each notification is for.
Appointment letter type | Description |
Being Confirmed | Displays when the patient's requested appointment is waiting to be confirmed by the clinic. |
Cancelled | Displays when the patient chooses to Cancel their appointment.  |
Confirmed, Action Required | Displays when the patient's appointment is confirmed, but they still have Qnaires to complete.  |
Confirmed, Completed Qnaires | Displays when the patient's appointment is confirmed and they've completed all required pre-visit Qnaires.  |
Confirmed, No Action Required | Displays when the patient's appointment is confirmed and there are no pre-visit Qnaires assigned to them to complete (i.e. the appointment type has no Qnaires linked).  |
Rescheduled, Action Required | Displays when the patient's appointment date or time has changed and they have Qnaires to complete.  |
Rescheduled, Completed Qnaires | Displays when the patient's appointment date or time has changed and they've completed all required pre-visit Qnaires.  |
Rescheduled, No Action Required | Displays when the patient's appointment date or time has changed and there are no pre-visit Qnaires assigned to them to complete (i.e. the appointment type has no Qnaires linked).  |
Provider Requested | Displays when the patient is asked to confirm their upcoming appointment.  |
Rejected | Not available at this time. |
4. In the Main Phrase field, type or modify the message you want patients to see.
💡 Tips:
To pull information into the message, such as the patient name, appointment date, appointment time and practitioner, choose to Insert Variable. See Variables for use in letter templates.
Use the text formatting options at the top of the field to emphasize text where needed (for example, you can bold, italicize or colour text).
5. To have a secondary message display below the main message (separated by a line), in the Extra Detail field, type the message.
6. Click Save.
In the Edit column, the status of the notification displays as Customized.
7. To return a notification to the default phrase, hover your cursor over Customized, and then click the Trash icon.
8. Refresh your browser for the changes to take effect.
Updated August 24, 2023