Change/Reschedule appointments
Similar to an appointment-booking component, the ability to make changes to an appointment on-the-go is highly valued by patients. Instead of making a call and potentially waiting, a patient can change or reschedule their appointment securely in a few simple interactions with your bot.
Change/Reschedule Appointments Flow
When providing an appointment component within your bot, it’s best practice to gain patient authentication or verify the patient details before providing any personal or appointment details. Some of these verification methods could include the following:
- Plan or Member ID
- First and Last name
- Date of birth
- Zip Code
- + more…
Before a patient can modify an appointment, you may want to check that they have an existing appointment, or multiple appointments. You can do this by making an API call to retrieve the information and ask the patient to either confirm you have the right appointment information (or ask them to select the appointment they’d like to modify).
The bot can ask what the patient would like to do (change or reschedule), and can ask for a reason (if necessary). You will then need potentially a number of API calls to check what appointments are available to present back to the patient, and finally confirm that the appointment has been changed or booked.
You may also want to provide any relevant instructions such as directions or special preparations. If the patient has questions or concerns, the bot can provide further information or connect the patient to a live agent.
Design
This is a typical design for a change/reschedule appointments flow within a bot:
