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Sending Patient Notifications Outside the Standard Schedule

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Sometimes patients need a little extra communication beyond the standard reminders. Whether they missed a message, need help joining, or you want to share an update, Mend makes it easy to reach out.

This guide walks you through what notifications are sent automatically—and the simple ways you can follow up or send additional messages when needed.

Use the Notifications Audit (Recommended First Step)

Before sending a new notification, it’s helpful to check what the patient has already received.

The Notifications Audit gives you a complete view of all notifications sent to a patient, including:

  • How the message was sent (text, email, etc.)
  • When it was sent
  • Delivery status (sent, delivered, failed)
  • The option to resend notifications

Reviewing this first can help you avoid duplicate messages and quickly decide your next step.

👉 Notifications Audit article

Overview of Automatic Notifications

Mend automatically sends notifications based on the appointment type. While timing may vary slightly depending on your organization’s setup, here’s what patients can typically expect:

Video Visits

  • Immediately after booking: Appointment confirmation
  • 24 hours before the appointment: Reminder
  • 10–15 minutes before the appointment: Final reminder with join link
  • At appointment start time: Join instructions (if the patient hasn’t joined yet)

Kiosk Mode

  • Immediately after booking (if enabled): Appointment confirmation
  • Day of appointment: Check-in instructions
  • Upon arrival/on-site: Kiosk prompts and workflow notifications

In-Person Appointments

  • Immediately after booking: Appointment confirmation
  • 24 hours before the appointment: Reminder
  • About 2 hours before the appointment (optional): Additional reminder

Note: Notification timing and delivery methods (text, email, etc.) can be customized, so your patients’ experience may vary slightly.

Sending Notifications Outside the Standard Schedule

If a patient needs additional communication outside of the automatic schedule, you have a few easy options:

 

“Notify Again” (Resend Existing Notifications)

If a patient didn’t receive or can’t find their original message, you can quickly resend it.

  • Located in the appointment action menu (three dots)
  • Resends the same invitation(s) already sent
  • Uses the current contact information on the patient’s account
  • Matches the “Resend” option in the Notifications Audit

Best for:

  • Resending a visit link
  • Helping a patient who didn’t receive their reminder

 

“Invite Someone” (Within Video Visits Only)

Need to add someone else to the visit? You can send a new invitation directly from the video visit.

  • Located within the video visit
  • Sends a new invitation link to an additional participant

Best for:

  • Inviting a caregiver, interpreter, or family member
  • Sending the visit link to a different contact

VONAGE:

 

ZOOM:

 

“Text” from the Appointment Menu

For quick updates or custom messages, you can send a direct text to the patient.

  • Located in the appointment action menu
  • Sends a custom text message

Best for:

  • Sharing last-minute updates
  • Providing instructions or clarifications
  • Communicating information not included in automated notifications

Best Practice

When sending notifications outside the standard schedule:

  1. Start with the Notifications Audit to see what’s already been sent
  2. Use Notify Again if the patient just needs their original message resent
  3. Use Invite Someone or Text when you need to send something new

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