Hi ​@Anne-Maree Siderides,

Thanks for sharing this! I love how your team tested the “golden hour” theory! It makes total sense that scheduling SMS or emails to go out later in the day could improve response rates and help the team manage time more efficiently.

This piece of feedback has come up a few times recently, and I can see it could make a difference for lots of practices. Tagging ​@Hansa Rastogi from our Product team here so she’s looped in. I know it’s something the team is already aware of and your detailed use case and the behavioural insights you’ve shared add great context.

I’ll keep you updated on any progress from our side! 

​@Saymon thank you, I’m really glad to hear this is on the radar. Its a pretty simple concept and from what we have experienced, we definitely would get a better response rate.

This goes beyond even appointment confirmations, which we have tested it successfully with. It can also help with other aspects of practice management-  I  tested it last week following up 2 patients who we asked to leave us a Google review, and got 2/2 success rate after sending a message circa 7-7.30pm.

Now that relied on me logging on after business hours and whilst juggling kids’ bed time routine in order to send the SMS’s - it was effective, but I know there can be a better way!

We have an iMOS referral contract for oral surgery and whilst we make a lot of calls during the day to referral patients to get booked in, I often find that as I work through the spreadsheet and trying to call those patients marked as yellow (did not answer phone or Voice Mail message left), to fill the diary the next day I call patients beween 7-9pm ( yeah yeah I know….) 80% of those calls are answered.  

There is definitely some truth to the fact that patients are more inclined to answer calls in the evening when not working.