Question
Why did a patient receive the wrong reminder when they were booked with the nurse and the practitioner?
Solution
Often a patient will be booked to see two practitioners on the same day. For example, they may be booked to see the nurse first, followed by their doctor.
By default, HotDoc will:
- Send one reminder to a patient per day
- Send a reminder for the patient's first appointment of the day
Please see below for instructions on how to check your reminder settings and how to view your reminder history:
How to check your Reminder Settings
You can check your settings to ensure your practitioners are enabled for Reminders by following these steps:
-
Log in to your HotDoc Dashboard.
- Go to Reminders > Settings > Practitioner Settings
- In that section, it is important to check that both practitioners are enabled for reminders:
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Please note: If the patient is booked to see the nurse first, you need to ensure the nurse is enabled for reminders. Otherwise the patient will only be sent a reminder for their doctor's appointment. Session Setup: Please ensure both the nurse and the doctor have a session set up if your practice only sends reminders for appointments within a practitioner's session. Please refer to: How do I check that my practitioners sessions are set up correctly? |
How to check your sent reminders in the History section
You can check your sent Reminder history to see which reminder was sent to your patient:
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Log in to your HotDoc Dashboard.
- Go to Reminders > History
- You can use the find to locate the reminder. When you have located the patient's name, you can see the details of the appointment the reminder was sent for. Click View for more information:
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This screen will show when the reminder was sent and for which appointment:
For more information, please see How can I view the history of my sent appointment reminders?
How to check which reminders did not send in the Unsent Reminder section
You can check your unsent reminders history to see why a reminder was not sent to your patient:
-
Log in to your HotDoc Dashboard.
- Go to Reminders > Unsent Reminders
- Use the filters to reduce the list. You can see a short explanation of why those reminders weren't sent under the column Reason reminder did not send:
For more information, please check: Why didn't a patient receive their appointment reminder?
If you are unable to determine why the wrong reminder sent, please contact us via the Submit request link at the top of the page