This guide will cover how to send a batch message with self-booking links to a cohort of patients.

Before you start creating a campaign we recommend you generate a patient list in EMIS first.

Watch this short video to find out how:

Creating your campaign

Step 1: Naming your campaign and choosing a type

• From your Hero Health home screen select Manage Campaigns.

• Click + New campaign, in the top left of the page.

• Enter a name for you campaign.

• To send a batch message with self-booking links, select the "Booking" type by clicking on it and then click "Create campaign.”

Note: Don’t forget to name your campaign. The name should summarise the campaign you are running e.g: Flu Vaccine 2023.

Step 2: Upload your patient list

To prepare your batch message, the next step is to upload your patient list. This list contains all the patients you want to add to the campaign. You can obtain this list as a CSV file from your GP System (EMIS or System One). To upload your patient list, select the type of messages you would like to send to your patients (This could be an “SMS” or “Email” message). Next, click the “Choose file” button to choose your CSV file.

Once you have added your file click Continue.

A successful upload means that Hero Health successfully retrieved the contact details from the PDS. Unsuccessful uploads refer to patients whose information we were unable to retrieve. You can download a CSV file for unsuccessful uploads. The CSV file will provide reasons for each patient's upload failure.

Step 3: Compose your message

Now you have uploaded your patient list, the next step is to compose your campaign message to your patients or use one of Hero Health’s custom-built message templates.

To add a Hero Health custom-built message template click “Add Template” and select the template you would like to use from the dropdown.

Find out more about message templates

💡Top Tip: You do not need to write "use the link provided to book", this is already included when you add an invite link.💡

Adding a self-booking link

To invite your patient list to a service you will need to attach an invite link when you are composing your message.

Click "Add booking link" this will open the link builder window, where you can specify the location and appointment for the service you are offering. This will open the link builder window, where you can specify the location and appointment for the service you are offering. ​Once you have completed the above step, a booking link is automatically added to the message you will send out to your patient.

Review and Send

Now you have composed your message and added your link, we advise reviewing your message before sending it. When you are happy with the message click 'Send'.

How long do patients have to book?

When you are creating a booking link you can chose how long the patient has to book before the link expires. You can choose between 14 days, 7 days, 48 hours, 24 hours and never. Once the link has expired, the patient will no longer be able to book appointments.

Will the practice get alerted when a booking is made?

Yes, the practice will get a notification in the notification centre when the booking has been made, from there you can assign another admin to the notification and resolve any unregistered bookings.

Can the patient cancel or reschedule?

A patient will receive a booking confirmation via email when their appointment has been booked, from here they are able to cancel or reschedule their appointment. If Hero is connected to an electronic health record, these changes will be reflected in the diary.

What does it look like for a patient?

NHS Practices

If you are an NHS practice, patients see an NHS themed experience that is built and designed according to the NHS Digital Service Manual.

Private practices

If you are a private practice, patients see our standard booking experience.

How do I track uptake?

On the left hand side of the campaign page you will see the campaign analytics. You are able to see the amount of patients uploaded. In addition you have an overview of the percentage of how many messages were able to be delivered; the amount of booking links that have been opened and how many appointments have been booked.

If uptake is lower than you would like and you would like to send another link to those who have not booked, you can filter patients to see those who have had the message delivered and download this list to re-upload.

💡Hints & Tips for successful campaigns

• Keep your message short and sweet.

Patients will find reading a short message easier and less confusing. If sending campaigns via SMS you will be using Firetext. The longer your message is the more fragments it uses, the more fragments used, the more credits it will cost

• Tell your patients why you are inviting them to book.

As online booking for appointments will be a new concept to a lot of your patients, if you ask them to book an appointment without any context they may be hesitant to do so. Make sure you are clear in why they have been invited to book.

• Schedule messages for outside of working hours.

We recommend scheduling the message to be sent either at lunch time (12:00 - 13:00) or at the end of the day (17:00 - 19:00). This is when patient are most likely to see and respond to your message.💡