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.
Refer to the table below for details of delivery statuses.
|
Status |
Description |
|---|---|
|
Cancelled |
The message was manually cancelled. |
|
Deferred |
The message is sent to the recipient with a slight delay, but our message delivery provider does not update the send status. Deferrals can happen for variety of reasons, usually when the recipient's server was temporarily busy at the time the message was sent. |
|
Delivered |
Our email server/SMS provider received confirmation that the email/SMS was successfully delivered to the recipient's email server/mobile number. |
|
Failed |
The recipient's mobile number was invalid. |
|
Opened |
Our mail server has received confirmation that the recipient has opened the email. |
|
Pending |
The message is scheduled to be sent. |
|
Queued |
The email has been queued to send by our server and will send shortly. You have the brief window to cancel the reminder or cancel the invoice email. |
|
Received |
You have received an SMS response from a patient. Applies only applies to inbound SMS. |
|
Rejected |
The message was not delivered due to the patient's mail settings. |
|
Sent |
The SMS has been successfully sent to our SMS provider, or the email was successfully sent. |
|
Undelivered |
Our SMS provider received a response that the recipient's number was not reachable, the number was not active, or some other error occurred. |
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.
-
Click Reports > Communication.
-
On the top right, click New Report.
-
For Report Type, select Reminders,
-
Configure the other parameters to find the data you need - such as Type (SMS or Email) or Status (Sent or Failed).
-
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
question mark 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.
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. |
Updated