Using the Customized Messaging Campaigns Enhancement for Eyefinity Electronic Patient Notifications


This service is available free of charge for Encompass customers with Eyefinity Electronic Patient Notifications enabled. If your practice does not have Eyefinity Electronic Patient Notifications, it is an add-on solution that requires setup by Eyefinity and may include additional cost. For information on how to get started, see our website.


To support you and your practice in the event of a natural disaster, pandemic, or other emergency, we've made enhancements to Eyefinity Electronic Patient Notifications to help you send customized text and phone message campaigns to your patients. These messages are ideal for targeted communications, such as:

  • Reassuring patients that your practice is open for essential eye care needs
  • Informing patients of updated business hours and services
  • Guiding patients to online contact lens ordering
  • Notifying patients their prescription(s) are about to expire
  • Offering at-risk patient populations remote services
  • Encouraging patients to schedule their annual visits or use unused benefits

Text and phone messages are sent based on patient ID lists you generate using the Dashboard reports in Encompass and then email to Eyefinity Website Support. This topic explains how to decide the type of messages to send, how to generate the patient lists, and how to send the lists to Eyefinity. Messages will be delivered over 2 or 3 days, and will not be sent to the same phone number more than once to avoid sending duplicate texts to any one individual (i.e., a parent or caregiver).


To protect patient privacy, the lists you send to Eyefinity should consist of only the patient IDs and no other information. You do not need to provide patient names and phone numbers for the messages to be sent. Please ensure all protected health information (including names, dates of birth, contact information, etc.) is removed from the list before emailing.

Practices are solely responsible for message content and for validating that patients have provided consent. Prior to sending a campaign our system only validates "Service" related consent, it doesn't confirm "Marketing" consent. We recommend you seek your legal counsel to understand the risks/fines prior to submitting any campaign requests. You can read about the Telephone Consumer Protection Act (TCPA) to understand your responsibility to comply below.

This section contains:

Identifying specific segments of your patient base to send communications will increase the quality of your campaigns, while reducing the likelihood of your messaging being flagged as spam. It is important to select a method of communication that works best for both your message and your patients.


The Campaign Notifications service sends text and phone messages only.

When to Use This Text and Phone Campaign Notification Service

Sending a customized text and voice message campaign is a good option if you want to contact a segment of your patient base to deliver a short, targeted message. See Patient ID Lists and Suggested Text for Campaign Notifications for instructions on how to generate the patient lists for several different types of targeted patient communications.

Message Considerations

  • Limit messages to 160 characters or less (including spaces and punctuation marks).
  • Include the identity of your business or organization at the beginning of the message.
  • Ensure you have consent from recipients before sending text messages.
  • Each text message must include a clear way for recipients to opt out of future messages. (e.g. "Reply STOP to opt out")
  • Focus the message on optical services. Carriers (such as AT&T, Verizon) can block message delivery for your number if there is a large amount of marketing-based content in a message. Limiting use to 5,000 messages a month can help, but best practice is to keep the messaging related to optical services.

When to Send Your Own Emails Instead of Using This Service

Sending your patients an email directly from your practice (not using a campaign notification) may be a better option if:

  • You need to communicate more information than will fit in a single text message. Text messages will split into multiple messages if they are longer than 160 characters (including spaces and punctuation marks).
  • You need to contact your entire patient base or another very large group of patients. The service can transmit messages to 5,000 patients at a time. If you have more than 5,000 patients to contact, Eyefinity Website Support can work with you to accommodate your needs. However, there may be some delay in sending additional batches of messages.
  • You need to send more than 2 messages in a month. There is a limit of two (2) campaigns per month per practice. Campaign notifications cannot be sent within the same week.

For information on generating a list of patient email addresses, see How do I generate a list of patient email addresses so I can contact them?

This section explains how to generate the required lists for the targeted messages below. Suggested wording for each notification is also provided. You can use the suggested text or send us your own. We recommend that messages stay within the 160-character limit to avoid being split into multiple messages.

To protect patient privacy, the lists you download and send to Eyefinity will contain only patient IDs, and no other information.


If you write your own messages, Eyefinity Website Support may slightly edit the format or wording—but not the meaning—to help them conform to text messaging requirements. We will obtain your approval prior to sending edited messages.

Informing Patients Your Practice is Open for Essential Eye Care Needs or Providing Updated Office Hours

You can send a message to let your patients know your practice is open for essential eye care visits, or to give them your updated business hours.

Open for Essential Services

<Practice Name> is open for essential eye care services! Our hours are <X to X, Mon-Fri>. To schedule an appointment, please call <XXX-XXX-XXXX>.

Updated Hours

Hello from <Practice Name>! We are open select hours, <X to X Mon-Fri>. To schedule an appointment, please call <XXX-XXX-XXXX>.

Resumed Normal Hours

<Practice Name> is open! Our hours are <X to X, Mon-Fri>. To schedule an appointment, please call <XXX-XXX-XXXX>.

Follow these steps to generate the patient ID list for this message:

  1. Click Reporting and then Analytics & Insights.
  2. Select Patient Marketing.

    The Patient Marketing Dashboard opens. The dashboard defaults to displaying all patients.

  3. Use the filters to build your list:

    • Last Exam Date - enter a date range that covers the last 12 months

    • Status - select Active

    • Adjust Age Range slider - enter 18 to 100

  4. Click Apply at the top of the left-side menu.
  5. Check the Total Patient Count. If it is greater than 5,000, adjust your filter selections and click Apply again to reduce the number of patients in the list. For example, you could narrow the selected Age Range.
  6. Once you have the correct patient demographic filter selected, click the download icon (located in the upper right) and select Excel.
  7. Save the Excel file and send it to Eyefinity as described in Sending Patient ID Lists and Message Text to Eyefinity.

Guiding Patients to Order Contact Lenses

You can send a message to encourage patients to call or go online and order contact lenses.

Call to Order

Hello from <Practice Name>! Need to order contact lenses? We’re here to help. To place an order, please call <XXX-XXX-XXXX>.

Visit Website to Order

Hello from <Practice Name>! Need to order contact lenses? We’re here to help. To place an order, please visit us online at <www.URL.com>.

Follow these steps to generate the patient ID list for this message:

  1. Click Reporting and then Analytics & Insights.
  2. Select Patient Marketing.

    The Patient Marketing Dashboard opens. The dashboard defaults to displaying all patients.

  3. Use the filters to build your list:

    • Last Exam Date - enter a date range that covers the last 12 months

    • Status - select Active

    • Adjust Age Range slider - enter 18 to 100

  4. Click Apply at the top of the left-side menu.
  5. Check the Total Patient Count. If it is greater than 5,000, adjust your filter selections and click Apply again to reduce the number of patients in the list. For example, you could narrow the selected Age Range.
  6. Once you have the correct patient demographic filter selected, click the download icon (located in the upper right) and select Excel.
  7. Save the Excel file and send it to Eyefinity as described in Sending Patient ID Lists and Message Text to Eyefinity.

Notifying Patients That Their Prescription(s) Will Expire Soon

You can send a message to patients with contact lens prescriptions that are about to expire, encouraging them to schedule appointments.

Call to Schedule Appointment

Hello from <Practice Name>! Your prescription is about to expire. To schedule your annual appointment, please call <XXX-XXX-XXXX>.

Visit Website to Schedule Appointment

Hello from <Practice Name>! Your prescription is about to expire. To schedule your annual appointment, please visit <URL> .

Follow these steps to generate the patient ID list for this message:

  • Click Reporting and then Analytics & Insights.
  • Select Patient Marketing.

    The Patient Marketing Dashboard opens. The dashboard defaults to displaying all patients.

  • Use the filters to build your list:

    • Last Exam Date - enter a date range that covers the last 12 months

    • Status - select Active

    • Adjust Age Range slider - enter 18 to 100

  • Click Apply at the top of the left-side menu.
  • Check the Total Patient Count. If it is greater than 5,000, adjust your filter selections and click Apply again to reduce the number of patients in the list. For example, you could narrow the selected Age Range.
  • Once you have the correct patient demographic filter selected, click the download icon (located in the upper right) and select Excel.
  • Save the Excel file and send it to Eyefinity as described in Sending Patient ID Lists and Message Text to Eyefinity.

    • Offering Remote Services to At-Risk Patient Populations

    You can send a message to your at-risk patients to offer visits by telemedicine or other remote services.

    Good news! <Practice Name> is now offering telemedicine services for <select/medical> eye care needs. To learn more or schedule a <virtual/video> visit, please call <XXX-XXX-XXXX>.

    or

    Good news from <Practice Name>! We are now offering telemedicine for <select/medical> eye care needs. To learn more or schedule a <virtual/video visit>, please call <XXX-XXX-XXXX>.

    Follow these steps to generate the patient ID list for this message:

  • Click Reporting and then Analytics & Insights.
  • Select Patient Marketing.

    The Patient Marketing Dashboard opens. The dashboard defaults to displaying all patients.

  • Use the filters to build your list:

    • Last Exam Date - enter a date range that covers the last 12 months

    • Status - select Active

    • Adjust Age Range slider - enter 18 to 100

  • Click Apply at the top of the left-side menu.
  • Check the Total Patient Count. If it is greater than 5,000, adjust your filter selections and click Apply again to reduce the number of patients in the list. For example, you could narrow the selected Age Range.
  • Once you have the correct patient demographic filter selected, click the download icon (located in the upper right) and select Excel.
  • Save the Excel file and send it to Eyefinity as described in Sending Patient ID Lists and Message Text to Eyefinity.

    • Encouraging Patients to Schedule Their Annual Visits or Use Unused Benefits

    You can send a message to encourage a segment of your patient base to schedule appointments.

    Hello from <Practice Name>! You are due for your annual eye exam. To schedule an appointment, please call <XXX-XXX-XXXX> or visit us online at <www.URL.com>.

    Follow these steps to generate the patient ID list for this message:

  • Click Reporting and then Analytics & Insights.
  • Select Patient Marketing.

    The Patient Marketing Dashboard opens. The dashboard defaults to displaying all patients.

  • Use the filters to build your list:

    • Last Exam Date - enter a date range that covers the last 12 months

    • Status - select Active

    • Adjust Age Range slider - enter 18 to 100

  • Click Apply at the top of the left-side menu.
  • Check the Total Patient Count. If it is greater than 5,000, adjust your filter selections and click Apply again to reduce the number of patients in the list. For example, you could narrow the selected Age Range.
  • Once you have the correct patient demographic filter selected, click the download icon (located in the upper right) and select Excel.
  • Save the Excel file and send it to Eyefinity as described in Sending Patient ID Lists and Message Text to Eyefinity.

    • Once you have decided on a message you want to send, and have downloaded the patient ID list from Encompass, follow these steps to contact Eyefinity and submit your notification request.

    1. Call Eyefinity Website Support at 877-448-0707 and request a Electronic Patient Notification Campaign.

      The Website Support Team will give you a case number.

    2. Compose an email:
      1. In the subject line, include the case number you received from the Website Support Team.
      2. Attach the Excel file of the patient ID list you downloaded from Encompass. For instructions on how to generate patient ID lists, see Patient ID Lists and Suggested Text for Campaign Notifications.

        To protect patient privacy, the lists you send to Eyefinity should consist of only the patient IDs and no other information. You do not need to provide the patient names and phone numbers for the messages to be sent. Please ensure all protected health information (including names, dates of birth, contact information, etc.) is removed from the list before emailing.

      3. In the body of the email, type or paste the message you want to send to your patients. You can use one of the templates provided in Patient ID Lists and Suggested Text for Campaign Notifications, or write your own (160 characters maximum). Be sure to include your practice information, as appropriate.
    3. Send the email to Websites@eyefinity.com.

    Requests are processed in 1 to 3 business days. The Website Support Team contacts you when your request is complete.

    The Telephone Consumer Protection Act (TCPA) created by the Federal Communications Commission (FCC) in the 1990s, limits automated telephone/text solicitations, requiring businesses to obtain explicit documented written consent before sending text messages (i.e., an opt-in) - even if a company already has a relationship with an intended recipient or their phone number. Your practice must ask for and receive permission from patients to communicate via text messaging.