1. Purpose and roles
The message asks about a recent appointment. YaYfi provides the workflow and sends the clinic-configured request. The clinic determines the lawful basis for contact, selects the relevant appointments and decides how feedback will be handled.
2. Who receives a message
Your clinic sets the audience and pace:
- choose the clinic location and eligible appointment types;
- send only after a completed, non-cancelled appointment;
- set a delay after the appointment;
- choose whether contact occurs after every eligible appointment, once per patient, or once per patient-practitioner pairing; and
- pause or deactivate the workflow.
Patients without an available phone number cannot receive the SMS workflow.
3. Message content and timing
The clinic configures the message template. YaYfi can insert the patient’s first name, practitioner’s first name, clinic name, clinic phone, appointment details and a feedback link. The clinic should preview the complete message, sender identity, segment count and link before activation.
YaYfi waits for the delay your clinic chooses, then follows up with eligible patients. Before switching the journey on, preview it from the patient’s side and send a test message so the words, link, sender identity and delivery experience all feel right.
4. Patient choice and clinic-controlled wording
Providing feedback is optional. The message must not imply that care, access or future treatment depends on responding. The clinic controls the complete SMS wording, including whether and how any opt-out method is explained. YaYfi does not add default opt-out wording to the clinic’s custom message.
Clinics should assess each message before activation. A prior patient relationship may be relevant to consent, but it does not by itself remove the unsubscribe requirements that apply if an SMS contains commercial or promotional content. Where an opt-out method is legally required, the clinic must include a functional method suited to its sender configuration and honour requests within the required timeframe.
5. Feedback, public reviews and urgent concerns
The patient feedback page is not an emergency or medical-advice service and should not be relied on for urgent clinical concerns. Patients should contact the clinic directly or use the appropriate emergency service.
Private practitioner feedback and a public Google review are different actions. Every eligible patient is offered the same optional choice to leave a Google review after submitting private feedback. The public review remains voluntary and is controlled by the patient and Google.
YaYfi does not guarantee a response, Google review, star rating or business result. Clinics should describe the two actions clearly so patients understand what is shared privately with the clinic and what they may choose to post publicly on Google.
6. Clinic responsibilities
- Keep clinic, sender, phone and appointment rules accurate.
- Use a lawful, fair and non-misleading message.
- Include required privacy, sender, contact and opt-out information in the custom message.
- Monitor feedback through appropriate clinic processes.
- Do not use YaYfi as a substitute for complaints, patient-safety or emergency procedures.
- Comply with applicable privacy, health, spam, consumer and professional obligations.