How to tell clients you are switching EHRs
To tell clients you are switching EHRs, focus on what changes for them: a new portal login, new reminder messages, new intake or payment forms, and new telehealth links. Send a short notice once the cutover date is set, a reminder a few days before go-live, and a welcome message from the new system after it. Give the front desk the same wording.
- Clients need to know what changes for them and when, so keep the message short and practical.
- Send three messages: one when the date is set, one just before go-live, and one from the new system after go-live.
- Give the front desk one script, so every client hears the same answer to the same question.
What changes for clients when you switch EHRs?
- A new client portal, with a new login or invitation.
- Appointment reminders that come from a new sender or number.
- New intake, consent or payment forms in the new system.
- Saved payment cards may need to be entered again, depending on what the new system can accept.
- New telehealth links for video sessions.
Your new EHR vendor can show you exactly what clients will see. Check each item during the sample migration before you write the messages.
When should you send each message?
| When | Message | Sent by |
|---|---|---|
| Once the cutover date is set | What is changing and when, and that their sessions continue as booked | Old system or email |
| A few days before go-live | The go-live date, what to expect, and who to call with questions | Old system or email |
| After go-live | Welcome, portal invitation, and any forms to complete | New system |
| First session after go-live | A quick check that reminders and links worked | Clinician or front desk |
How do you write the messages step by step?
Step 1: List what changes for clients
Work through the list above with your new EHR vendor and keep only the items that apply to your practice.
Step 2: Write one short notice
Lead with what the client needs to do, if anything, and the date. Keep it to a few sentences.
Step 3: Write the front desk script
Cover the common questions: whether sessions are still booked, where the new link comes from, and how to reach the practice.
Step 4: Pick the sender for each message
Send early messages from the system clients already know. Send the welcome and portal invitation from the new system once it is live.
Step 5: Turn off old reminders
On go-live day, switch off reminders and forms in the old system so clients only hear from one.
Step 6: Collect questions after go-live
Keep a list of client questions for the first two weeks and fix any message that causes confusion.
What should the front desk say?
Keep the answers short: sessions stay booked, the practice is moving to a new system for scheduling and records, and new portal and reminder messages will come from the new system. How to prepare your staff for an EHR cutover covers training by role.
Frequently asked questions
What should the first client message say?
Say what is changing, when it happens, and what the client needs to do, if anything. Keep it to what the client needs: that sessions stay booked, and where new portal and reminder messages will come from.
When should clients hear about an EHR switch?
Send a short notice once the cutover date is set, a reminder a few days before go-live, and a welcome message from the new system after go-live.
Will clients need to fill out new forms?
Possibly. Completed forms usually move with each client's record, but the new system may ask clients to sign in to a new portal or complete forms set up there.
How does Ferry fit in?
Ferry moves the data between systems and gives you a reconciliation report for every record type. Client messages come from your practice, and your new EHR vendor can show you its portal and reminder tools.
Set the date first with how to choose an EHR cutover date, then plan the appointment move with how to move appointments between EHRs.
How Ferry helps
Ferry migrates data between behavioral health EHRs at a fixed price, with a reconciliation report for every record type. Get a migration quote.