Practice Management on Embodia - Part 2: Scheduling

You can customize the emails that are sent to patients before and after the consult. This feature is available for both individual accounts and clinic accounts. 

Please note: If you do not customize any emails, the patient will still receive the automated emails listed above. If you want to turn off or change which emails your patients receive, please refer to the setting up your consult settings guides.

A note about branding: By default, the branding displayed in your emails will be Embodia's branding. However, you can change this to your brand, and we strongly recommend that you do! Learn how to add your branding on Embodia in this help article.

If you have a personal account, your email customizations will only be available to you, and you will not see the option to create clinic email customizations.

If you are a clinic manager, you can create clinic email customizations that will be available to everyone in your clinic. When given the option to create email customizations under your personal account or under the clinic account, we recommend using the "For the clinic account" option for the most flexibility.

To manage the email customizations, go to Consults > Settings > My email customizations > For the clinic account > Clinic email customizations.

Here you will see a list of all of your customized emails. If you haven't created a customized email yet, the list will be empty. Click Add a new customization to get started.

Customizing emails sent before the consult

There are 5 emails that may be sent to your patients before the consult. You can customize the language (English or French) and identifier (i.e. how to refer to the scheduled meeting - by default we use the word "consult"). The 5 automated emails are triggered based on any of the following specific actions:

• Email to patient when the consult is created (scheduled);
• Email to patient when the consult is updated (changes made to the consult);
• Email to patient when the consult is cancelled;
• Reminder sent one day ahead of the consult;
• Reminder sent a few hours ahead of the consult.

When you add a new email customization (or if you are under the "Before the consult" tab in an existing email customization and then click on the "Edit" button at the bottom), You will taken to page where you can edit your email customizations. This page is split into 2: the editing pane on the left-hand side,  and the preview pane on the right-hand side.

In the editing pane, you can give your email customization a name and specify the language, the identifier. You can add a custom section to your email customization with information you would like to communicate to your patient regarding the consult (i.e. any equipment needed, parking situation, etc...). Your custom section will be the last item in the email prior to your email signature. 

When you make any edits, the preview pane will update to reflect the edits. Please note that the preview will include placeholder data (such as a random patient name, a random scheduled time). When an actual email is sent to a patient, the duration and start time, as well as the practitioner and patient names will be inferred from the scheduled consult.

Note: You don't need to make an edit for every single email from the Select an email drop-down; any edits you make will be applied to all of the appropriate emails.

Note: If you cannot see your custom section in the Email preview, please make sure that you are previewing a 'fitting' email. For example, a custom section will not appear in the 'Email sent to a patient when a consult is cancelled' as it would not be relevant. Embodia automatically excludes the non-pertinent sections for you, and adds them only when relevant to save you time!

Customizing emails sent after the consult

By default, Embodia will only send one email after the consult if the consult in question is using consult settings where you've chosen to send questionnaires after the consult ended.

From the email customizations page (Consults > Settings > Clinic email customizations), click on the name of the email customization:

In the email customization page, click on the After the consult tab (arrow #1 in the image below):

By default, Embodia will only send an email if there are questionnaires that need to be completed by the patient after the consult. You can override this behaviour by clicking on the edit icon (arrow #2 in the image above), and selecting the desired behaviour:

• With questionnaires: This is the default behaviour - an email will only be sent if there are questionnaires that need to be completed by the patient after the consult;
• Every consult: Select this behaviour if you want an email to be sent to the patient after every consult;
• Every certain number of consults: Select this behaviour if you want an to be sent to the patient after every certain number of consults, for instance every 3 consults. If you select this option, a new field will appear where you can select the frequency;
• After the first consult: Select this behaviour if you want an email to be sent to the patient only after the first consult;
• After a certain number of consults: Select this behaviour if you want an email to be sent to the patient after a certain number of consults, for instance after the 3rd consult. If you select this option, a new field will appear where you can select the desired number of consults;

Please note that if there are questionnaires that need to be completed by the patient after the consult, an email will be sent to the patient regardless of the chosen behaviour.

On that page, you can also see a preview of the email that will be sent to the patient. The email will include a section that lists the questionnaires that need to be completed by the patient. If no questionnaires need to be completed, this section will be omitted.

If you would like to customize the email sent, click on the Edit button (arrow #3 in the image above).

Before starting to edit the email, please make sure to set your email communications settings and set your brand styling as outlined in the contact information and branding guide.

Attaching the email customization to your services or a consult

Once you've completed the setup of your email customizations, you can attach them to one or more of your services by selecting them from the drop-down menu when setting up/updating your services:

When a consult is scheduled using this service, the emails sent as part of the consult will use the selected email customization.

You can also override the email customization when creating a consult by selecting the consult email in the scheduling pop-up form: