📅 2. Pre-New Patient Messages

Click here to watch brief tutorial video on how to setup Pre-New Patient Messages

Your new patients have never visited your clinic before. They don't know where to park, what the building looks like, or which floor you are on.

This workflow is designed to "hold their hand" through the entire first visit experience, reducing anxiety and ensuring they show up on time and prepared.

The Trigger Logic

Just like the standard "Appointment Reminders," this workflow triggers when an appointment is Booked. However, it has a special filter:

• It Checks: Total Number of Visits = 0  (or Empty).

  The Result:

  • If it is their 1st Visit: They enter this workflow to get the "VIP" welcome package.
  • If they have visited before: They are skipped here and sent to the standard [Appointment Reminders] workflow instead.

🛑 Important: Turn off JaneApp Settings

Since you are handling the new patient experience here, you need to ensure JaneApp isn't sending conflicting messages.

1. Log into JaneApp.
2. Go to Settings > Reminders & Notifications.
3. Turn OFF the SMS/Text reminders.
4. Note: You can ask Jane Support if there is a specific setting to turn off "Initial Patient Visit" messaging to avoid duplication.
5. Keep Email Reminders ON: Especially for Telehealth/Video calls, as we cannot currently grab the unique video link from Jane.

What Messages to Send (The "VIP" Experience)

This workflow includes a few standard reminders, but the most important steps are the Confirmation and the Arrival Prep.

1. The Confirmation SMS (Immediate) When they first book, send them the logistics immediately.

• Write out the full address.
• Add a Google Maps Link: Go to Google Maps, find your clinic, click "Share," and copy the short link. Paste it right into the SMS.

2. The Arrival Prep (3 Hours Before) This is the "Game Changer" message. We highly recommend sending a multimedia message (MMS) here.

• Photo: Attach a photo of your building's exterior or storefront so they recognize it immediately.
• Parking: Tell them exactly where to park (e.g., "Street parking available" or "Use the garage on Main St").
• Wayfinding: "Take the elevator to the 3rd floor, Suite 304."
• Paperwork: Remind them to arrive 10-15 minutes early if they need to fill out forms.

⚠️ Multi-Location Clinics

If you have more than one clinic location, you cannot send the same map link to everyone.

You must add a Location Filter at the very beginning of this workflow.

• Please search for our article: "How to Filter by Clinic Location".
• You will create a branch for each location, then simply Copy All Actions from this setup and paste them into each branch, customizing the address and map link for each one.

Summary

1. Check the Trigger: Ensure it is filtering for Visits = 0 .
2. Customize the SMS: Add your specific Google Maps link and parking details.
3. Add a Photo: Upload a picture of your clinic to the "3 Hours Before" message.
4. Publish & Save: Toggle the workflow to Publish and click Save.