Health & Aged Care Communication Templates

The following templates are suitable for use with communicating with patients and practitioners in relation to changes to appointments & guidelines, warnings, hygiene guides, and staff communications

You can add an additional Opt-out message by clicking on "Opt-out" in the message content field in the web portal once you have pasted the template content in to the message field.

We have included some data templates as well (which should automatically download when you click each link), to help you save your contact information in a format that will work with the field references in each message template. Each data template has column headers in row 1, a description of the required data in row 2, and an example of the data in row 3. Make sure you delete the contents of rows 2 and 3 before adding your contact data, but do not delete the content in row 1 (unless you want to change the header name and the field references in the message).

1. Appointment reminder

Purpose:

This template can be used to remind patients upcoming appointments and to provide instructions around attendance if they have travelled or are experiencing symptoms associated with the Coronavirus.

Field references:

"firstname" - the first name of your recipient
"doctor" - the name of the doctor with whom the patient has an appointment
"appointmenttime" and "appointmentdate" - the time and date of the appointment. Please note - be careful when inputting dates and times in Excel, as sometimes the format will be converted to a number. In the attached template, the example given is written in a text format

Variable fields:

<phone> - your organisation’s contact number

Supporting Data Template:

You can use this template example to save your contact data to work with this message template if preferred:

Contact Data Template - Appointment reminder.xlsx

Template:

Hi #firstname_column_1# 
This is a courtesy reminder of your meeting with #doctor_column_5# on, #appointmentdate_column_4#  at #appointmenttime_column_3#. IMPORTANT: If you have travelled internationally in the last three weeks and/or have a fever, sore throat, a cold, flu or respiratory infection symptoms, please call <phone> ASAP and DO NOT visit the clinic.
Thank you

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2. General Hygiene information

Purpose:

This template can be used to provide patients with helpful information about how to minimise the risk of infection through effective hygiene practises (e.g. washing hands for 20 seconds). This message would be well suited to the inclusion of an infographic (if available) which could be sent as an MMS picture message. You may prefer to add a link to an external information source (e.g. your website).

Field references:

"firstname" - the first name of your recipient

Where the message says "<Insert URL>" - this is where you need to paste the link to the location where recipients can view the information referenced in the message (e.g. your company website).

Variable fields:

<Insert URL> - this is where you need to add the link to the location where recipients can view the information referenced in the message (e.g. your company website).

Supporting Data Template:

You can use this template example to save your contact data to work with this message template if preferred:

Basic Contact Data Template.xlsx

Template:

Dear #firstname_column_1# 
With cases of Coronavirus increasing rapidly, please follow these important steps to minimise the risk of infection:  1. Clean your hands often with alcohol-based hand rub or soap/water 2. Keep 1m (3ft) or more between yourself & anyone coughing/sneezing 3. Avoid touching your eyes/nose/mouth 4. Cover your mouth/nose when you cough/sneeze - dispose of used tissues immediately 5. Stay home if you feel unwell (fever, cough, difficulty breathing)
For more information, visit <insert URL>

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3. National Health Information Hotline

Purpose:

This template can be used to provide patients with the number for the National Health Information Hotline (or other relevant support line for your region/country), as well as a link to their relevant state government health website (or other relevant government information website for your region/country)

These templates offer you to add a URL (i.e. the web address) for a link to further information (e.g. a website). A message is charged per 160 characters, exceeding this length will still send your complete message but will be charged as an additional message.

Field references:

"firstname" - the first name of your recipient
"state" - the state in which each recipient is located
"URL" - the respective government health site for each state/country
- Note - if regional jurisdiction (e.g. State Government) is not relevant for your region/country, you may prefer to remove these references and replace the "URL" field with an alternative government information site

Supporting Data Template:

You can use this template example to save your contact data to work with this message template if preferred:

Contact Data Template - Government sites.xlsx

Template:

Hi #firstname_column_1# 
If you are experiencing symptoms (dry cough, sore throat, fever, headache, shortness of breath) or have recently come into contact with someone you suspect may be infected with the Coronavirus, you can call the National Coronavirus Health Information Hotline on <insert phone number> for support. You can also visit the #state_column_3# State Government health website at #URL_column_4# for more information. PLEASE DO NOT TURN UP TO OUR CLINIC IF YOU ARE EXPERIENCING THE ABOVE SYMPTOMS. Thank you.

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4. Appointment Cancellations

Purpose:

This template can be used to notify patients of appointment cancellations due to the relevant health practitioner being unavailable. It also includes the addition of a URL for your online booking tool so that patients can rebook. If you do not have an online tool, you can replace that section with an invite for patients to call the clinic to reschedule.

These templates require you to add a URL (i.e. the web address) for a link to further information (e.g. a website). A message is charged per 160 characters, exceeding this length will still send your complete message but will be charged as an additional message.

Field references:

"firstname" - the first name of your recipient
"doctor" - the name of the doctor whose appointments are being cancelled
"appointmenttime" and "appointmentdate" - the time and date of the appointment. Please note - be careful when inputting dates and times in Excel, as sometimes the format will be converted to a number. In the attached template, the example given is written in a text format

Variable fields:

<phone> - your organisation’s contact number

Supporting Data Template:

You can use this template example to save your contact data to work with this message template if preferred:

Contact Data Template - Appointment Cancellation.xlsx

Template:

Dear #firstname_column_1#. Unfortunately, we have had to cancel your #appointmenttime_column_3# appointment on #appointmentdate_column_4# with #doctor_column_5#. If you wish to reschedule with a different doctor, please visit <insert URL> to make a booking, or call us on <phone>. We apologise for any inconvenience.

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5. Clinic Closure

Purpose:

This template can be used to notify patients that your clinic is closing due to imposed restrictions, and providing the national Coronavirus Health Information Hotline number (or other relevant support line for your region/country) for support.

Field references:

"firstname" - the first name of your recipient

Variable fields:

<phone> - your organisation’s contact number

Supporting Data Template:

You can use this template example to save your contact data to work with this message template if preferred:

Basic Contact Data Template.xlsx

Template:

Dear #firstname_column_1#. Unfortunately our clinic is closed until further notice. All appointments are therefore cancelled. If you are experiencing symptoms (dry cough, sore throat, fever, headache, shortness of breath) or have recently come into contact with someone you suspect may be infected with the Coronavirus, please call the National Coronavirus Health Information Hotline on <phone> for support and advice. We apologise for any inconvenience.

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6. Hand washing reminder

Purpose:

This template can be used to remind patients (particularly in aged care) to regularly wash their hands. In some cases, it could be effective to schedule this message to recur at a regular interval throughout the day (e.g. every 20 minutes, as per the recommendation from the World Health Organisation).

Attachments/images

When communicating a process, it is often more effective to include visual aids such as pictures or links to video. The World Health Organisation has produced the following guide, which can be downloaded by clicking the link: how_to_handwash_lge.jpg

The templates below also include a weblink to the W.H.O hand washing guide.

Field references:

"firstname" - the first name of your recipient

Variable fields:

<insert signature> - add a signature to your message including a clear identifier

Supporting Data Template:

You can use this template example to save your contact data to work with this message template if preferred:

Basic Contact Data Template.xlsx

Template - general reminder (with weblink):

Hi #firstname_column_1#
Remember to wash your hands for 20 seconds every 20 minutes to minimise the risk of contracting Coronavirus. This guide will show you how to wash your hands effectively: https://www.who.int/gpsc/clean_hands_protection/en/
<insert signature>

Template - recurring reminder (with weblink):

Hi #firstname_column_1#
Please wash your hands now for at least 20 seconds to minimise the risk of contracting Coronavirus. This guide will show you how to wash your hands effectively: https://www.who.int/gpsc/clean_hands_protection/en/
<insert signature>

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7. Visitation suspension

Purpose:

This template can be used to inform patients (particularly in aged care) of restrictions to visitation from friends and family due to isolation requirements.

Field references:

"firstname" - the first name of your recipient

Variable fields:

<date> - the date from which the restriction is in effect
<phone> - your organisation’s contact number
<insert signature> - add a signature to your message including a clear identifier

Supporting Data Template:

You can use this template example to save your contact data to work with this message template if preferred:

Basic Contact Data Template.xlsx

Template:

Hi #firstname_column_1#
To protect residents and staff from the spread of COVID-19, all visits are suspended as of <date>. Residents may not accept visits from anyone outside the facility (e.g. family) until further notice. Please call <phone> or see staff if you have any questions.
<insert signature>

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