Frequently Asked Questions

  • This cycle begins when a medical office assistant (MOA) adds an appointment to a provider’s schedule. In a specialty clinic, a referral is received first. In this case, the patient must be notified about the booking, which can be months in advance of the actual appointment. A couple to a few days before the appointment, the MOA reminds the patient of the time and date but also includes details such as way-finding, pre-requisites or fees. After the visit, a post-visit survey is done to help measure patient experience. And for chronic disease a recall is done, sometimes several months from the visit, in cases where the patient has yet to book their appointment.

  • Cliniconex is personalized to your patients, automated and easy to use.

    Cliniconex sends PATIENT SPECIFIC reminders and notifications. These are messages that are customized automatically based on any number of factors: appointment type, provider, location, time of day, a word in the reason field, and combinations of this. For example, with patient specific reminders, patients arrive on time but also prepared for appointments.

    Cliniconex is a true SET & FORGET solution. Cliniconex works 24/7 in the background, triggered automatically, updated automatically, and perfectly matching clinic workflow. We only spend an hour with the clinic making sure the fit is exact. Set & Forget means you free up all the time previously devoted to patient communications.

    Cliniconex takes MINUTES TO LEARN. Cliniconex ‘lives in the HealthQuest scheduler’. Appointment data is retrieved and results updated automatically in the scheduler. It takes minutes to learn the new status codes and staff can take on new tasks.

  • Yes. When appointments aren’t reminded, clinics can expect no show rates between 15-20%. Cliniconex appointment reminders have achieved 0.1% no-show rates for a large, multi-discipline clinic in Ontario, saving over 40 staff hours every month.

  • No. Cliniconex uses Voice over IP technology via your internet connection.

  • MicroQuest and Cliniconex handle the installation in the background. To ensure that Cliniconex matches your communications workflow, the Cliniconex Customer Success team runs a Workflow Discovery session. This is a one-hour, web meeting where we walk through about 10 questions, allowing Cliniconex to configure the hundreds of system settings so the system works exactly how you want it to. The time from order to implementation can be as short as a couple of days, averaging between one and two weeks.

  • The clinic is set with a clinic default (voice, text or email) , then you can set patient preferences within the patient’s chart.

  • Yes. In our thorough Workflow Discovery session, we determine the appointments you wish to remind. Commonly we filter based on Appointment Type, Location and Physician.

  • The automated reminder service is designed to be set up then left to run as per your initial criteria. However, if you should have a one-off situation or wish to change the filters, this can be accommodated.

  • The patient will receive an automated message including the appointment date, time and physician’s name, for example. During the workflow discovery, messages are customized to meet your needs. So if you need your patient to arrive prepared for a certain appointment type, you can alert them.

  • The email reminder contains details about the appointment such as date and time, and the physician’s name. However, with emails we can also attach documents such as a patient prep form or instructions for a certain test.  You can customize the email message, so if you need your patients to come prepared for a certain appointment type you can include that message too.

  • Yes The status of the reminder (reminder sent, no answer, confirmed, cancelled etc.) will display in your scheduler depending on the patient’s response.

  • No. If the patient chooses to cancel the appointment it will not be removed from your scheduler. Instead it will be indicated as cancelled so your staff can decide next actions. This is largely due to patient safety.

  • We can send you daily usage reports by email.

  • Best practice is to notify patients between 3 and 5 days ahead of the scheduled appointment. However, all of this is completely customizable by your clinics specifications.For example, Follow-ups can be notified 3 days ahead and Consults can be notified 5 days ahead.

  • Best practice is to send the notifications at 5 PM, 7 PM and 10:30 AM the next business day. However, all of this is completely customizable by your clinic’s specifications.

  • No. You will be billed 35 cents per appointment reminded by the reminder service. Since you predetermine one method of contact this singular fee includes up to three phone call attempts and a voice message, one text or one email.

  • There is a one-time payment of $500 (per Healthquest database) for workflow discovery, installation, configuration, and ongoing support.

  • Cliniconex appointment reminders are extremely flexible. Achieving a perfect fit for any one clinic requires fully understanding live scheduling processes and procedures. These procedures vary from clinic to clinic. Identification of the different needs is done during a workflow discovery session. This is a one-hour, online session, the outcome of which is precise configuration.

  • Absolutely! We offer a 30-minute online discussion that allows us to show how seamlessly an appointment reminder solution works and also lets us understand the unique needs of your clinic. Call us today to book a demo session.

  • Mass communication: Cliniconex patient communication can be used for mass communications via a desktop Windows application that processes files exported from HealthQuest. This is a very convenient way to remind patients of preventive care eligibility or clinic-wide changes (such as a new provider or change in location).

    Provider schedule change: Cliniconex appointment cycle communications has a feature where a cancellation message is automatically sent when a code is used in an appointment, either as an appointment type, in the reason field, or the notes.

    Wait time widget: For walk-in clinics, Cliniconex offers a web-based wait time calculator. If you use your Healthquest scheduler to manage your walk-ins, Cliniconex can post updated wait time estimates to your website. Wait time is a criterion used by patient to determine which walk-in clinic to visit. By ensuring the latest wait time is available, walk-in clinics can attract foot traffic when the waiting room is less full. The widget is fully customizable for any website design.