Yes. GoHighLevel has an action that generates a one time booking link to send to a client, so a patient who calls about a recall visit can choose a time without a second call, and the link cannot be shared or reused. The bottom line: recall works better when the next step is one tap, and a one time link keeps the schedule from filling with bookings the practice did not intend.
What the evidence says about recall
The Community Preventive Services Task Force recommends client reminder and recall interventions based on strong evidence. In its review, vaccination rates rose by a median of 11 percentage points, by 6 points when reminder and recall was used alone and 12 points when combined with other components. An economic review in the same series found a median cost of about $2.13 per person per year. A description of a UCLA trial notes that fewer than one fifth of pediatric or adult primary care practices use patient reminder and recall. The evidence is for vaccination and preventive care, so apply it to those visits.
Why a one time link
| Method | Strength | Weakness |
|---|---|---|
| Staff books while the patient is on the phone | Immediate | Takes a call, and the patient is held |
| The practice's public booking page | Always open | Any visit type can be booked, including ones that need a call |
| A one time link | Limited to the visit type and a single use | Needs a staff step to send it |
The one time link is for the patient who called and cannot decide on the spot, or a patient the nurse wants to reach with a specific visit. The link carries the visit type, so the patient cannot book the wrong thing, and it expires after use.
Build it in GoHighLevel
GoHighLevel's actions list includes one that generates a one time booking link to send to clients.
- Create a calendar for recall visits, for example Established patient follow up, with the right length.
- Build a workflow that staff start by adding the tag Send recall link to the patient's contact.
- Add the one time booking link action for the recall calendar.
- Send the link by text or email with a short generic message: your practice would like you to book your next visit, use this link, and reply STOP to stop messages.
- Add a Wait of 3 days and an If/Else on whether the patient booked. If not, create a task for staff to call.
- Turn on Stop on Response so a question goes to a person.
- Remove the tag when the workflow ends.
The FCC's 2015 healthcare exemption lets HIPAA covered entities and their business associates send certain treatment messages, such as appointment and exam reminders, without prior express consent, but only under conditions. Law firm summaries list them: the message goes only to the number the patient provided, states the provider's name and contact information, has no marketing, billing, or debt collection content, complies with HIPAA, is concise (160 characters or less for a text), is limited to one message a day and three a week per provider, offers an easy opt out, and every opt out is honored immediately. The FCC also said the calls must be free to the end user, not charged against the patient's plan, which many practices cannot guarantee. Because of that, many practices also collect consent and treat reminders as informational messages.
Worked example
For example, if the front desk takes 80 recall calls a month and 50 patients book on the call while 30 ask to think about it, the link goes to those 30. If 20 book from the link, that is 20 visits (30 times 0.67) that would have needed another call.
Mistakes to avoid
- Sending the link to the wrong number. Verify the number on file.
- Naming the reason for the visit in the text. Keep it generic.
- Using the link for visits that need a conversation first. Staff should book those.
- No follow up if the link goes unused. Add the call task.
How this was handled before
The front desk offered times on the phone and held the patient on the line, or asked the patient to call back. Patients who needed time to check a calendar often did not call back. A single use link keeps the slot request attached to the person who asked.
What to measure after launch
Track links sent, links used, days to book, and calls needed after a link. If links go unused, shorten the message and add the call task sooner.
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. Confirm the text wording with your privacy officer and keep within the practice's consent and frequency rules. This is general information, not legal advice.
Questions people ask
What does a one time booking link do?
GoHighLevel's actions list says it generates a one time booking link to send to clients.
Does recall work?
The Community Preventive Services Task Force recommends client reminder and recall for vaccination, with a median increase of 11 percentage points.
How much does recall cost?
An economic review in the Community Guide series found a median of about $2.13 per person per year.
Ready to try it yourself? Start a GoHighLevel account here.
You can also see this in action in our GoHighLevel capabilities demo.