View send status of reminders

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Reminders are designed to send automatically to patients. Although uncommon, reminders can fail to send for a variety of reasons (e.g. technical, or because the patient’s phone number is incorrect). You can quickly check on the send status of your reminders to keep yourself updated on whether your reminders are successfully sent.

Check send status of an appointment reminder

User clicks the Reminders icon and hovers over the magnifying glass. The reminder text displays.
  1. Open the appointment.

  2. Click the Icon-Bell.svg Reminder icon. A pop-up appears with details of the scheduled reminder/s with the delivery status.

  3. Hover your mouse cursor over the Icon-Magnifying-Glass.svg Preview icon to preview the reminder.

List of reminder delivery statuses

Run a report on reminder statuses

You can confirm whether your reminders are being sent by running a Reminders Report, which generates a list of reminders with a particular status.

To run a Reminders status report, follow the steps below.

  1. Click Reports > Communication.

  2. On the top right, click New Report.

  3. For Report Type, select Reminders,

  4. Configure the other parameters to find the data you need - such as Type (SMS or Email) or Status (Sent or Failed).

  5. Click Run.

A Reminders report can show the reminder type, the reminder status, the appointment date, the practitioner the appointment is with, the date the reminder was scheduled, the date the reminder was sent, and the recipient details. You can also see:

  • The appointment in the calendar by clicking the appointment date

  • The patient's profile by clicking the patient's name

  • The actual text of the reminder by hovering over the Icon-Help.svg Help icon.

You can save, print or export the report using the buttons in the top-right of the page.

Note

Practitioners with Personal Access can only run a Reminder report for themselves.

Troubleshoot failed reminders and notifications

If an attempt to send an SMS or email reminder fails, click the exclamation mark next to the Failed status to see the reason why it failed, which are detailed below.

Reason

Description and Action

No email address listed

Obtain the email address from the patient and add it to the Appointment Reminder details form, then re-send the reminder. Alternatively, you can send it via SMS by clicking the Add Reminder button.

No phone number listed

Obtain the mobile phone number from the patient and add it on the Appointment Reminder details form, then re-send the reminder. Alternatively, you can send it via email by clicking the Add Reminder button.

Invalid phone number listed

Check the mobile phone number with the patient and add it to the Appointment Reminder details form and re-send it. Alternatively, you can send it via email by clicking the Add Reminder button.

Appointment cancelled

The reminder/notification was not sent because the appointment was cancelled.

Insufficient credit balance

Click the Buy Credits button.

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