Forms
FAQs about Hushmail email and web forms
We’re answering some of the most common questions we receive from both new and long-time Hushmail customers.
Send professional and helpful client emails with these free templates in record time.
Estimated reading time: 8 minutes
When you run a small healthcare practice, emails can take up a lot of time. From answering client questions to corresponding with medical billers, you may spend hours on emails every week. This is especially true if you’re writing each message from scratch.
But it doesn’t have to be this way. Email templates are a great way to save time and make fewer mistakes. Whenever you approach a familiar scenario, like welcoming a new client, you simply pull up your template, personalize it, and send it off. And since you’ve already read and reviewed the template thoroughly, your email is less likely to contain errors.
To help get you started, we’ve created 10 free templates. The templates address client scenarios that frequently arise in a small healthcare practice. We cover five of them in this article, and you can download five more using the link below 👇
What is an email template?
An email template is a reusable draft message tailored to a specific scenario (e.g., welcoming a new client). Although much of the email contains generic language that could be sent to anyone, parts of the email can also be customized.
Some templates can be as simple as a PDF or Word document, but many email systems also have a “templates” option allowing you to open a fresh, pre-populated email directly in the system.
Hushmail is no exception. We will soon launch a new email templates feature. Customers will be able to customize pre-written templates or write their own from scratch and save them for later use. Like a regular email, the templates will include space for the sender and recipient’s email addresses, a subject line, the email content, images, attachments, and our secure forms.
Five email templates for small healthcare practices
To help you get started, we have created five email templates for everyday client situations. Once our new email templates launch, more like these will be available in Hushmail.
These templates are a great way to get started without facing a dreaded blank page but don’t feel you have to use them word for word. Customize them to suit your needs and the unique style of your practice.
If you prefer to write your own template (with a little help), keep reading. We’ll explain what each of these client emails should cover.
➊ First-touch response email
This template can be used when responding to a client’s initial contact with you. It introduces your practice while answering frequently asked questions.
A first-touch response email should include:
- A personalized greeting. Use words that reflect the culture of your practice. “Hello” gives a more formal impression, and “Hi” demonstrates a more casual feel. Adding the client’s name adds a personal touch.
- A warm introduction to the practice
- Your general availability. If you have a waitlist, discuss how long it is and explain how prospective clients may be added.
Information on how to book an appointment. If you have a booking form, include a link to it. If possible, include a phone number to provide an alternative for those who prefer to make appointments over the phone. - More information about you and your practice. Include a link to your website's frequently asked questions (FAQ) section. If you use pamphlets or articles as resources for potential clients, include them with the email.
- A sign-off with your name and contact information
Template:
[Subject line]: About your inquiry
Hi [Name],
Thank you for contacting [Practice Name]. We are pleased that you are considering our services for your mental health needs.
At [Practice Name], we aim to [describe your mission or approach to mental health care]. We specialize in [range of therapeutic approaches] to meet your unique needs.
We are currently taking on new clients. If you’re ready to make an appointment, use our booking form [website URL] or call us at [phone number].
Frequently Asked Questions:
- How long are the sessions? Standard therapy sessions typically last [duration].
- What are your fees and payment options? Our session fees are [fee amount], and we accept [list payment methods, e.g., credit/debit cards, checks, insurance plans]. If you have any questions about fees or insurance, please let us know, and we will be happy to assist you.
- What is your cancellation policy? We kindly ask for at least [X] hours' notice if you need to cancel or reschedule your appointment to avoid any cancellation fees. This allows us to offer the appointment slot to another client in need.
If you still have questions, don’t hesitate to call us or reply to this email.
We’re looking forward to working with you!
Sincerely,
[Name]
[Title]
[Address]
[Phone]
[Website]
➋ Welcome email to new clients
Once potential clients have booked their first appointment, a welcome email can help them prepare for their first visit to your clinic.
A welcome email should include:
- A personalized greeting and appointment details
- Specific instructions on how to prepare for the appointment
- Intake form links or attachments. Explain how clients should fill them out and return them to you. Also, include a timeline indicating when the forms should be completed.
- Directions to your office. Include parking instructions or other relevant information, such as nearby bus routes.
- Instructions on how to reschedule or cancel appointments. If you have policies regarding missed appointments, include them here.
- An explanation of your payment policies. Explain how clients should pay you and when. Remember to include instructions for those with insurance coverage.
- Instructions on how to contact you with questions
- A sign-off
Template:
[Subject line]: Preparing for your first session
Hi [Client’s Name],
We are delighted to welcome you to [Practice Name]. Your first therapy session is scheduled for [date] at [time], and we want to ensure you feel prepared and comfortable as you begin this important journey with us.
Before your appointment, we need to know more about you and your reasons for working with us. Please consider any important goals, events, and dates to discuss beforehand.
I am attaching our intake form(s). Please complete these forms before your session to make the most out of your appointment. This information also helps us better understand your history and current situation.
Our office address is [address], and parking is available [description]. We're also conveniently close to public transit routes [X, X, X].
We recommend arriving 10-15 minutes early to complete any remaining paperwork and to settle in before your session begins.
If you need to reschedule or cancel, please call us at [phone number] at least [X] hours before your appointment to avoid a fee of $[X].
We accept payment by [X], [X], [X], and also take [X insurance].
If you have any questions, don't hesitate to reach out or visit our website [website URL] for additional information about our practice and services.
We are here to support you every step of the way and look forward to working with you. We are honored to be a part of your mental health journey.
Sincerely,
[Name]
[Title]
[Address]
[Phone]
[Website]
[Attachment: Intake forms]
➌ Treatment plan email
After a session, many clients appreciate receiving their treatment or wellness plans by email. This helps keep the information top of mind and makes it easier to access.
A treatment plan email should include:
- A personalized greeting
- Instructions on how to access the treatment or wellness plan. If it’s in a client portal, explain how to sign in and view the document. If you’re using secure email, you can attach the wellness plan to the message.
- Instructions on how and when to contact you with questions
- Instructions on when to book future appointments. Since this will be unique to each client, include a placeholder like [X weeks] that will remind you to update this part of the email before sending it.
- A sign-off
Template:
[Subject line]: Your wellness plan
Hi [Client’s Name],
As discussed in our recent session, I have attached a personalized wellness plan tailored to your needs and goals. I designed this plan to support your mental health and overall well-being, providing actionable steps and resources to help you on your journey.
Please take some time to review the attached wellness plan carefully, and don’t hesitate to reach out if you have any questions or need additional guidance.
As discussed in your last appointment, I would like to see you again in [X] weeks. To schedule a time, you can use our booking form [website URL] or call us at [phone number].
I appreciate your commitment to your mental health and well-being. I look forward to continuing our work together.
Sincerely,
[Name]
[Title]
[Address]
[Phone]
[Website]
[Attachment: Wellness Plan.pdf]
➍ Payment reminder email
Clients have good intentions and busy lives. Items like paying bills can slip off their to-do lists. If your clients frequently require nudges to settle their accounts, this template may come in handy.
A payment reminder email should include:
- A personalized greeting
- A statement explaining that the client’s payment is now past due
- Instructions on how to contact the clinic with questions regarding accounts
- Instructions on how to make a payment
- A sign-off
Template:
[Subject line]: Friendly reminder: outstanding balance
Hi [Client’s Name],
I hope this email finds you well.
We are writing to remind you about your outstanding account balance with [Practice Name]. According to our records, a balance of [amount] remains unpaid for the services provided on [date(s) of service].
We understand that oversights can happen, and we want to make the payment process as convenient as possible for you. If you think we have made a mistake, please call us at [phone number] to sort it out.
We accept payment by [X], [X], and [X].
Thank you very much for your prompt attention to this matter.
We enjoy working with you and look forward to seeing you again soon!
Sincerely,
[Name]
[Title]
[Address]
[Phone]
[Website]
➎ Telehealth information and consent
Telehealth is an increasingly popular way for clients to attend appointments without leaving their homes or offices.
If you offer this service, you likely need to obtain your clients’ consent and explain how your telehealth system works. An email template is a great way to expedite this process.
A telehealth information and consent email should include:
- A personalized greeting
- A reminder of the date and time of the appointment
- Instructions on how to fill out the telehealth consent. Include a link to the form or attach it to the email template.
- Instructions on how to join the appointment
- Instructions on what to do if the technology is not working
- How to contact the practice with additional questions or help
- A sign-off
Template:
[Subject line]: Your upcoming telehealth appointment
Hi [Client’s Name],
We are pleased to confirm your upcoming telehealth therapy session with [Therapist's Name] on [date] at [time].
We require consent before your telehealth appointment begins. Please complete the attached Telehealth Consent Form and email it to us before the session.
Please review the following instructions on attending your telehealth appointment to ensure a smooth session.
- Check your equipment:
- Ensure you have a stable internet connection.
- Use a device with a camera and microphone (computer, tablet, or smartphone).
- Test your device's camera and microphone to ensure they are working correctly.
- Find a private and quiet space:
- Choose a comfortable, private location where you can speak freely without interruptions.
- Minimize background noise and distractions to maintain focus during the session.
- Accessing the session:
- You will receive a separate email with a link to join the telehealth session via [Platform Name, e.g., Zoom, Google Meet, Doxy.me]
- Click on the link a few minutes before your scheduled time to ensure everything is set up correctly.
- If prompted, allow the platform to access your camera and microphone.
- Wait in the virtual waiting room until [Therapist's Name] admits you to the session.
In case of technical difficulties, please have a phone nearby. If the session cannot proceed online, [Therapist's Name] will call you at the phone number we have registered for you.
If you’re new to telehealth and have questions before your appointment, please contact us at [phone number]. We’re always happy to help.
Looking forward to seeing you soon!
Sincerely,
[Name]
[Title]
[Address]
[Phone]
[Website]
[Attachment: Telehealth Consent Form]
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Want to submit a template? 
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Save time with templates
The templates we covered today only represent a fraction of the many that could be used in a small healthcare practice.
Templates can be used for any frequently written email, including those sent to third parties like medical billers and other health clinics.
And when Hushmail’s new email templates launch, sending them will be easier than ever!