New Patient Welcome Sequence

Overview

The New Patient Welcome Sequence in PXME is a built-in automation that delivers a professional and welcoming experience for every new patient. Through a combination of pre-written, customizable emails and optional SMS reminders, it ensures patients feel valued, informed, and prepared for their first visit — laying the foundation for long-term care relationships.

1. Purpose of the Welcome Sequence

• Help new patients feel confident in choosing your practice.

• Provide essential pre-visit details to reduce no-shows and confusion.

• Educate patients on your approach to care before their appointment.

• Strengthen the connection between your team and the patient.

2. What’s Included in PXME

Automations & Workflows

• Prebuilt New Patient Welcome Sequence workflow.

• Automatic triggers when a new patient appointment is booked.

• Timed emails and SMS messages sent before and after the first visit.

Email Templates

• Welcome and introduction from the doctor.

• “What to Expect” at the first appointment.

• Meet the team and virtual office tour.

• Care philosophy and approach overview.

• Appointment preparation checklist.

• Post-visit thank-you with next steps.

Optional SMS Messages

• Pre-appointment reminders.

• Day-of short reminders (e.g., “We can’t wait to see you today!”).

3. How to Access and Customize

A. Locate the Sequence

• Go to Automations → Workflows → open New Patient Welcome Sequence.

• Go to Marketing → Emails to review and edit templates.

• Go to Marketing → Media Library for supporting images and assets.

B. Customize the Emails

• Add your practice name, doctor’s name, and personal greeting.

• Replace placeholder images with real team and office photos.

• Update directions, contact details, and preparation instructions.

• Adjust the tone to reflect your practice’s brand and personality.

C. Adjust the Workflow

• Review the trigger (typically “new patient appointment booked”).

• Edit timing of messages to match your onboarding process.

• Add/remove steps as needed for your practice.

• Ensure all “Book Now” or “Complete Forms” buttons link correctly to PXME pages.

4. Recommended Message Schedule

Immediately After Booking

• Welcome email introducing doctor, team, and care philosophy.

• Include parking/directions, intake forms, and pre-visit instructions.

1–2 Days Before Appointment

• Email with appointment preparation checklist.

• Optional SMS reminder confirming time/date.

Day of Appointment

• Optional short SMS to increase show rate.

Post-Visit (within 24 hours)

• Thank-you email.

• Outline next steps in the care plan.

• Share resources, testimonials, or educational materials.

5. Measuring Effectiveness in PXME

• Email Engagement → Track open/click rates in reporting.

• No-Show Rate → Compare bookings vs. attendance.

• Retention Rate → See how many patients continue care after first visit.

6. Best Practices

• Keep tone warm and personal — make patients feel part of your community.

• Use consistent branding (logos, colors, fonts) across all communications.

• Add photos and videos to build familiarity before their visit.

• Regularly review and update templates to keep details accurate.

• Encourage front desk staff to mention the welcome emails during confirmation calls.