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Telehealth Tuesday: How to Customize Invitations and Reminders With Your Cancellation Policy

A cancellation policy only works if patients see it. Buried in a form they signed months ago, it gets forgotten. Placed in the invitation and reminder they open before every visit, it does its job. SecureVideo’s Custom Text feature lets you put it exactly there.

Who Can Do This

Only an Account Administrator can add, edit, or remove Custom Text.

The Steps

  1. Open the Features tab and select Custom Text.
  2. Find the option you want. Each one has a short description. Click Edit.
  3. Type your text in the box.
  4. Click Save.

To remove text later, click Clear on that option. It takes effect immediately.

Where Your Text Can Appear

  • Insert Text Below Join Session Button: Bold text directly under the Join Session button in invitations, reschedules, and reminders. This is the best spot for a cancellation policy because patients look here.
  • Insert Text Above Session Time: Red text just above the session time, useful for requirements such as “Please have your insurance card ready.”
  • Insert Text at the Bottom of Cancellation Notifications: A good place for rescheduling instructions or the full policy.
  • Include Participant Name: Starts emails with a greeting and the patient’s name, such as “Hi, Jordan.”

Sample Wording

Keep it short and calm. For example: “We require 24 hours’ notice to cancel or reschedule. Late cancellations may be billed. Questions? Call our front desk.” Patients are more likely to accept a policy that is stated plainly and kindly.

Two Things to Know

Custom Text applies to email notifications only, not text messages. If many of your patients receive texts, state your policy at booking and in your welcome materials too.

Check payer rules before you charge fees. Practice-management guidance notes that Medicare does not pay for missed appointments, and practices may charge Medicare patients for no-shows only if they charge non-Medicare patients the same way.

Test it by scheduling a session for yourself and reading the invitation and reminder as a patient would. Learn more about scheduling and notifications and account customization.