MGH launches automated reminders for outpatients

TORONTO – Michael Garron Hospital is launching a new appointment reminder system for outpatient clinic appointments. Outpatients will now receive automated appointment reminders via their preferred method: voice call, email or text message.

“Outpatient appointments are often scheduled well in advance, so automated reminders will make it less likely that patients accidentally miss their appointment,” says Ehab Matta (pictured), manager of patient access services at MGH. “Patients will receive one reminder at the time of booking, and a second reminder approximately three days before their scheduled appointment.”

This system will be rolled out on a gradual basis, starting with the Fracture Clinic and Pre-Operative Assessment Clinic (PAC), and will continue until September. If the patient does not provide a preferred method, they will receive a voice call and text message.

The reminder messages will include a link to MGH’s website, where each clinic has noted their preparation instructions.

Only the minimum amount necessary to remind the patient of the appointment. This includes:

• Patient’s first name
• Department/clinic name
• Appointment date and time
• Appointment booking number
• Preparation instructions

The notifications are automated and patients do not need to confirm they have received them. Patients can change their preferred notification method (text, email or voicemail) or opt-out of the reminders by contacting MGH at appointment@tehn.ca.

Can the patient change their appointment date and time by responding to the message?

No, at the moment patients must contact the hospital directly to change their appointment date and time. Starting later this year, a new self-serve app will be available so patients can make these changes without directly contacting the hospital.

For more information, please visit the Appointment Reminders webpage.