Yes. GoHighLevel's Goal Event action waits until a contact submits a form, among other events, so a workflow can hold the visit directions and check in details until the new patient forms are done, and remind the patient if they are late. The bottom line: tie the directions to the forms only if that helps the patient, and always send the essentials, the date, time, and address, no matter what, so a patient never shows up uninformed.
What GoHighLevel documents
GoHighLevel's help page says the Goal Event action waits until a contact clicks a link, submits a form, confirms an appointment, makes a payment, or a team member replies, and then lets the workflow continue, with a timeout for those who never do. The Forms with conditional logic page describes redirect, message, disqualify, and show or hide actions that run from top to bottom.
What to hold, and what not to
| Always send at booking | Hold until forms are submitted |
|---|---|
| Date, time, address, and provider | Parking pass or building access code |
| What to bring | Directions to the specific suite and check in instructions |
| The cancellation policy | A fast track check in message |
| The Notice of Privacy Practices link | Pre visit questionnaire follow ups |
HHS requires a covered direct treatment provider to provide the notice no later than the date of first service delivery and to make a good faith effort to obtain written acknowledgment, so the acknowledgment can be part of the form set. The forms are also where patients type health details, so they belong in the HIPAA configured account.
GoHighLevel's help portal says accounts are not HIPAA compliant by default, and that HIPAA Compliance is a paid upgrade, $297 a month as an account wide add on, that must be enabled for the agency and then configured for the sub accounts that need it. Third party guides add that the add on provides a business associate agreement, encryption, audit logging, and multi factor authentication, that the practice also needs its own agreement with the agency, and that GoHighLevel itself recommends avoiding protected health information in SMS and email even with the add on. Whether the AI features are covered by the agreement is a question to put to HighLevel in writing before any patient data reaches them.
Build it in GoHighLevel
- Create the new patient form set: demographics, insurance details by upload or in person, medical history, consent, and the privacy notice acknowledgment.
- Build a workflow with the Customer Booked Appointment trigger for new patient calendars that sends the essentials at once.
- Add a Goal Event that waits for the form submission, with a timeout of 48 hours or 24 hours before the visit, whichever is sooner.
- If the form arrives, send the parking and check in details and tag the contact Forms complete.
- If the timeout passes, send one reminder with the form link, and create a task for the front desk to call.
- On the day before the visit, create a task listing patients without completed forms.
- Do not make the directions depend on forms alone. Keep the essentials in the first message.
Worked example
For example, if a practice sees 100 new patients a month and 60 complete forms before the visit, the other 40 get a reminder and a call. If the call brings 20 of them to complete forms, check in is quicker for 80 patients (60 plus 20).
Mistakes to avoid
- Holding the address back. Patients must always know where to go.
- Forms outside the HIPAA configured account. Health details need protection.
- Forgetting the acknowledgment. HHS expects a good faith effort.
- No timeout. Without one, the workflow waits forever.
How this was handled before
New patients were mailed a packet or handed a clipboard at check in, and the front desk typed the answers into the chart. Online forms moved that step earlier. A workflow that waits for the forms makes sure the front desk knows who is ready.
What to measure after launch
Track forms completed before the visit, reminders sent, calls needed, and check in time. If many forms are late, send the link earlier.
Check before you switch it on
US text messages sent from a standard 10 digit number need A2P 10DLC registration. The HighLevel support portal says registration is required for texts to US recipients from 10 digit long code numbers and that toll free numbers do not require it. HighLevel's opt in guidelines also say a person cannot be forced to agree to text messages in order to submit a form, so keep the consent box optional. One compliance guide separates informational texts, which need documented consent, from marketing texts, which need prior express written consent. Ask your attorney which category your reminders fall into. Have your privacy officer review the form set and where the data is stored. This is general information, not legal advice.
Questions people ask
What can Goal Event wait for?
GoHighLevel's help page lists link clicks, form submissions, confirmed appointments, payments, and team replies.
Should directions depend on the forms?
Send the essentials at booking. Hold only extras such as access codes.
Must the patient acknowledge the privacy notice?
HHS says a covered provider must make a good faith effort to obtain written acknowledgment, or document why not.
Ready to try it yourself? Start a GoHighLevel account here.
You can also see this in action in our GoHighLevel capabilities demo.