Question 1

Does the diary update automatically when a patient confirms?

Accepted Answer

Yes. As soon as a patient clicks the link or replies, their appointment slot turns green in your diary. You can see at a glance who is confirmed without checking a separate list.

Question 2

What happens if a patient cancels via text?

Accepted Answer

You receive an instant notification in your dashboard so you can fill the slot immediately. The system flags the appointment as cancelled, allowing you to offer the time to a patient on your waiting list.

Question 3

Can reminders be sent for family bookings together?

Accepted Answer

Yes. The system groups family appointments so a parent receives one clear summary message instead of five separate texts. This keeps communication tidy and reduces costs.

Question 4

Can deposit links be included in reminders?

Accepted Answer

Yes. You can add a secure payment link directly into the SMS or email for appointments that require a deposit. The booking is only confirmed once the payment is received.

Question 5

Do next-day bookings still get reminders?

Accepted Answer

Yes. The system checks for new appointments constantly. If you book a patient for tomorrow morning, they will still receive the standard 24-hour reminder automatically.

Question 6

Are blocked or admin slots excluded from reminders?

Accepted Answer

Reminders only go to patients with a booked appointment profile. Blocked time for meetings or admin does not trigger any messages.

Question 7

Is daily manual sending required?

Accepted Answer

No. Once you set your rules, the system runs automatically in the background. It checks your diary and sends the right message at the right time without you lifting a finger.

Question 8

Can templates vary by appointment type?

Accepted Answer

Yes. You can create different templates for different appointment types, like a friendly nudge for hygiene or a more formal note for surgery. You can also personalise them with the patient’s name and dentist’s name.

Question 9

Can communication channels be disabled per patient?

Accepted Answer

Yes. If a patient prefers a phone call or letter, you can disable SMS or email reminders on their individual profile. The system will respect this preference automatically.

Question 10

Can quiet hours be configured?

Accepted Answer

No. You can set “quiet hours” to ensure messages only go out during the day. Any reminders scheduled for the middle of the night will wait until your chosen start time in the morning.

Question 11

Where do incoming replies appear?

Accepted Answer

Incoming replies appear in your notification centre, not on a personal mobile. You can read the message and type a reply directly from the computer without picking up the phone.

Question 12

Is WhatsApp support available?

Accepted Answer

Yes. You can choose to send reminders via WhatsApp, which often gets a faster response. If a patient doesn’t have WhatsApp, the system can fall back to SMS to ensure they still get the message.

Question 13

Can delivery status be tracked?

Accepted Answer

You can view a delivery status report for every message sent. The system flags any failures, such as a disconnected number, so you can update the patient’s details when they next visit.

Question 14

If the clinic internet goes down, do reminders still send?

Accepted Answer

Yes. Because Medicasimple is cloud-based, the reminders are sent from our servers, not your reception computer. Messages will still go out on time even if your clinic’s internet is offline.

Question 15

Is the system GDPR compliant?

Accepted Answer

Yes. The system automatically respects patient consent preferences. If a patient opts out of communication, the system blocks reminders for that profile to keep you compliant.

Question 16

Do messages come from a random mobile number?

Accepted Answer

No. You can set a custom Sender ID (like “Smile Clinic”) so patients know exactly who the message is from. This increases trust and improves confirmation rates.

Question 17

Is there a log of what was sent?

Accepted Answer

Yes. Every appointment card has a full communication history. You can see exactly what message was sent, when it was delivered, and any replies received, all in one place.

Question 18

How fast does the diary update after a patient responds?

Accepted Answer

It is instant. Medicasimple is an all-in-one system, so there is no delay between a patient confirming and your diary updating. The status you see on screen is always live.

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