Messages to patients

Clinic, Messages. What has been written, who it is for, and the WhatsApp button.

Klinira never sends anything by itself. It writes the message, and opens your own WhatsApp with it ready — you press send. There is no account of ours anywhere in this, and there is no delivery receipt: "I have sent this" records that somebody pressed the button, and nothing more. A wa.me link cannot tell you whether the patient read it.

What puts messages on the list

A chronic recall — a patient whose review is due.
A vaccination due — a child whose next dose has come round.
A refill reminder — a medicine about to run out.
A feedback invitation, after a visit.

A number that cannot take a WhatsApp message says so on the row and stays there. A landline is a real number and you may still want to ring it; what must not happen is a button that opens nothing and explains nothing.

Taking one off the list

Cancel takes a reason, and the reason is the point: it is the clinic's own record of what it decided not to tell somebody. In a year that sentence is all there is.

The words you send

The wording of every message, in English and Bahasa Malaysia. Yours to change.

Every message Klinira writes uses wording you can change, in both languages. The parts in curly brackets are filled in — the patient's name, the date — and Klinira refuses to save a message with a placeholder it cannot fill, because a template is saved once and sent three thousand times.

Medicines about to run out

Worked out from what you actually dispensed and the dose on the label.

Klinira works out when a supply runs out from the quantity dispensed and the dose instruction. A medicine with no dose instruction, or one taken only when needed, has no date and says so rather than guessing — a reminder on the wrong day still arrives, and nobody finds out it was wrong.

Asking how the visit went

Ask how the visit went. Your review link at the top, recent visits below, and what patients said on the right.

Set your Google review link first. Find your clinic on Google, open Ask for reviews in your Business Profile, and paste the short link into the box at the top. Nothing can be sent until this is done, and clearing it switches the whole feature off — which is a real answer if you would rather not ask patients for reviews at all.

Why there are no stars

Every patient gets the same invitation, and it carries two things side by side: your Google link, and your own number. The patient picks. Nobody is asked to rate the visit first and then shown a different door depending on the answer.

That is deliberate, and it protects you. Sending the happy ones to Google and the unhappy ones to a private form is called review gating, and Google's own review policy prohibits it. The penalty falls on your clinic's Google Business Profile — reviews stripped, or the profile actioned — not on us. You lose nothing: what you actually want is to hear about a bad visit before it becomes a public review, and a WhatsApp reply to your own number does that better than a form, because it arrives where somebody is already reading.

Recording what a patient said

1Choose them from What patients said on the right.
2Write down what they told you. A sentence on its own is enough — it is usually worth more than a number.
3Say what they did, if you know: left a public review, or replied to you directly.

Each visit can only be asked about once. A patient asked twice about the same morning concludes you are not reading your own records.
Only visits from the last fortnight are offered. Longer than that and the patient is remembering rather than reviewing.
A patient who has asked not to be messaged is not on the list at all.

Nothing here can change a review a patient has already written. Klinira cannot hide one, filter one or answer one, and it never will.