EncompassMessage – Quick Start Guide

Welcome, and thank you for choosing EncompassMessage!

Your practice is now equipped with automated patient notifications designed to improve communication, reduce no-shows, and enhance the overall patient experience—right out of the box. This guide gives you a simple overview of what’s already enabled for your practice and the key steps to personalize your messages.

You setup and access EncompassMessage via Admin, located at https://pn-admin.eyefinity.com/.

Welcome to EncompassMessage

Thank you for adding EncompassMessage to your practice. Your solution is now live and includes a curated set of notifications designed around what practices use most and what patients respond to best.

These messages help you:

  • Keep patients informed.

  • Reduce manual follow-up.

  • Improve appointment confirmation rates.

  • Encourage timely exam recalls.

  • Update patients on order status.

We added your first user but if needed, you can add more.

So now, you’re all set with the essentials—let’s take a quick look at what’s been enabled.

Appointment Reminders

Your system now automatically sends the following reminders based on best practices and real customer feedback:

• 5-day reminders - Sent to confirmed and unconfirmed appointments by email, voice, and text.

• 2-day reminders - Sent to unconfirmed appointments only by email, voice, and text.

• Same day reminders - Sent to confirmed and unconfirmed appointments via text only, two hours before the appointment.

The table below outlines the templates reminder notifications use.

Template Description Scheduled Reminders
Appointment Confirmed Sent to confirmed appointments

• 5-day reminder

• Same-day reminders
Appointment Reminder Sent to unconfirmed appointments

• 5-day reminder

• 2-day reminder

• Same-day reminders

To ensure every patient receives a timely recall, with EncompassMessage, your practice now sends recall reminders whether or not a patient has a scheduled recall on file:

For patients with a scheduled recall in Encompass, the scheduled recall notifications will respect the recall setup configured in Encompass Admin:

  • A reminder before the scheduled recall date.

  • A reminder after the scheduled recall date.

All recall reminders use the standard Recall Reminder template noted below.

Reminder Type Template Used Applies To
Encompass Scheduled Recall - Due Recall Reminder Patients with a recall scheduled to go out before the recall due date.

EncompassMessage automatically notifies patients when their eye wear is in process or ready and, if you also have PatientNavigator, includes tracking links.

For practices without PatientNavigator:

  • Order Ready for Pickup - Message sent when order status is moved to Received in Encompass Text and email only.

For practices with PatientNavigator:

  • Order Ready for Pickup - Pat Nav. (with tracking link) - Message sent when order status is moved to Received in Encompass - Text and email only.

  • Order Confirmation - In Process - Message sent when order is moved to In Process in Encompass - Text and email only.

The table below outlines the templates order notifications use.

Reminder Type Template Used Applies To
Order ready for pickup Order ready for pickup Orders currently in a “received” status in Encompass for practices without PatientNavigator.
If you have PatientNavigator, then the following are set by default:
Order ready for pickup Order ready for pickup - Pat. Nav Orders currently in a “received” status in Encompass. The notification includes a link the patient can use to track the order status through PatientNavigator.
Order Confirmation – In Process Order Confirmation – In Process

Orders currently in an “in process” status in Encompass. The notification includes a link the patient can use to track the order status through PatientNavigator.

You have access to additional appointment reminders you can turn on anytime:

  • 1-day reminder

  • 3-day reminder

  • 7-day reminder

  • 2-week reminder

  • 3-week reminder

The enabled notifications detailed in this topic are already active and fully functional; however, we highly recommend taking a moment to review your templates.

Why?

Practices see better engagement when the messages have your voice and reflect your personal touch.

We suggest reviewing and personalizing the following template elements:

• Greeting style

• Practice name use

• Signature or closing

• Any special instructions (such as where to park, arrival time, cancellation policy, etc.)

A small amount of customization can go a long way toward building patient trust and consistency. See Customize a template.

You’re all set to begin using EncompassMessage immediately. Your notifications are ready, automated, and aligned with best practices but also fully customizable whenever you’re ready.

If you need help updating templates or adjusting notification settings, your support team is here to assist.

Thank you again!

We’re excited to support your practice in delivering a seamless patient communication experience. If you need anything, we’re here for you.