# DiaryPage

## Why this matters

DiaryPage gives a client their appointment letter, the details they need on the day and any
documents that go with the appointment, all from one link on their phone. That replaces paper and
postage, and the client doesn't have to create an account or remember a password.

## What DiaryPage is

A DiaryPage is a web page for one client, reached from a link in a text message. Each link has a
single purpose, such as showing an appointment or asking about a place on a waiting list.

The client doesn't register, sign in or set a password. They are identified because the link was
sent to a mobile number already held on their client record. DiaryPage is not a patient portal:
there is nothing to enrol in and no login to forget or reset.

Messages and pages go out under your service's own name. A registered alphanumeric sender ID is
paired with a matching web domain:

- **HSE services** use HSEBOOK.
- **Other services** get a custom website hosted by Diarybook and reached through a domain that you
  own. Clients see your name in the text message and in the address of the page they open.

## Before you start

- A DiaryPage subscription on your account.
- An approved alphanumeric sender ID. See [Sender IDs](/docs/setting-up/sender-ids/).
- The DiaryPage merge field for your account. It produces the link in the text message, it is
  specific to your account, and your account manager supplies it.

## The appointment details page

The appointment details page shows the client their appointment and everything that goes with it.
The client can also confirm or cancel the appointment from the page. Most of what the client sees is text you have already written for clients elsewhere in Diarybook,
so it is worth reviewing those fields before you start sending links.

| What the client sees | Where it comes from |
|---|---|
| The name of the appointment | **Public Name** on the [appointment type](/docs/appointments/appointment-types/) |
| Where to go on arrival, for example *Room 301 on third floor* | **Public Field** on the [resource](/docs/setting-up/appointment-resources/) booked with the appointment |
| Where to wait | **Public Field** on the [waiting room](/docs/setting-up/waiting-rooms/) |
| Leaflets, preparation instructions and other general documents | **Documents** on the appointment type |
| The appointment letter | Generated by **Letter By SMS** and saved to the appointment |
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### Sending the appointment letter with Letter By SMS

**Letter By SMS** is part of a reminder setting's **Additional Messaging**. It generates the
appointment letter from your Word template and saves it to the appointment. The client then gets a
text message whose wording includes the DiaryPage merge field. That merge field becomes the link to
their page.

1. Open **Settings** → **Reminder Settings** and select the reminder setting the appointments use.
2. Select **Additional Messaging** and set up the **Letter By SMS** schedule item.
3. Write the SMS notification text and include your account's DiaryPage merge field in it.

[Letter reminders](/docs/reminders/letter-reminders/) covers the letter template, and
[Additional Messaging](/docs/reminders/additional-messaging/) covers the schedule item.

### Confirming and cancelling

A client who confirms or cancels on the page changes the appointment's confirmation status, just
as a reply to an SMS reminder does:

| The client selects | Confirmation status set |
|---|---|
| Confirm | **Confirmed** |
| Cancel | **Unable To Attend** |
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The change is recorded in the appointment's **Log**. A cancellation made days ahead gives you time
to offer the slot to someone else.

A cancellation from DiaryPage appears as **Unable To Attend**, not **Cancelled By Client**, so it
counts in the **UTA** column of the attendance reports.

## The waiting list page

The waiting list page asks a client on a waiting list whether they still need their place. The
client can confirm they still need the appointment, tell you their circumstances have changed, or
ask to be removed. Their answer is recorded against their waiting list entry.

Send the link from the waiting list. Select the entries, then choose **Waiting List Menu** →
**Send SMS**. Sending this way also updates the entry's **Last Contacted** date. See
[Client Validation](/docs/waiting-lists/client-validation/) for how to plan a validation cycle and
act on the responses.

A response never changes the entry's status on its own. Someone on your team reviews it and makes
any change, such as moving the entry to **Removed** with the reason **Patient Request**.

### Custom feedback forms

The questions on the waiting list page can be tailored to your service. If you need more than the
standard responses, your account manager can arrange a custom feedback form, for example to ask
about the client's availability or preferred contact method. Responses to a
custom form are recorded against the waiting list entry in the same way.

## What to watch for

**The client didn't receive a link**
DiaryPage links go by text message, so the client needs a mobile number on their record, and the
number must not be on your Stop List (see [Consent and Opt-Outs](/docs/clients/consent-and-opt-outs/)).
For Letter By SMS, also check that the sender ID is approved and that the notification text
includes the DiaryPage merge field.

**Part of the appointment details page is blank**
The page only shows what has been filled in. Add a **Public Name** to the appointment type and a
**Public Field** to the resource and waiting room.

**Appointment type documents are seen by every client with that type**
Documents on an appointment type are general, not client-specific. Everyone booked with that type
can see them. Never upload a document there that belongs to one client.

## Related

- [Letter Reminders](/docs/reminders/letter-reminders/)
- [Additional Messaging](/docs/reminders/additional-messaging/)
- [Client Validation](/docs/waiting-lists/client-validation/)
- [Sender IDs](/docs/setting-up/sender-ids/)

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Source: https://diarybook.com/docs/reminders/diarypage/