Question

My patient reports that they did not receive a Push Notification about their appointment or for their Recall. Why might this be the case?

Solution

If a patient didn't receive a Push Notification to remind them of their upcoming appointment or for their Recall, it could be due to any of the following reasons:

• The patient doesn't have the HotDoc app installed on their mobile device, or they have not enabled Push Notifications in their device's settings. In this case they will receive their Reminder or Recall via SMS.
  
  
• The patient has made their booking directly through the practice rather than via HotDoc, or they have not yet attended any appointments booked with HotDoc at your practice. Please note: they will need to have done this in order for their HotDoc account to be linked to their patient file. This will in turn allow Push Notifications to be sent for their appointments, reminders or recalls.
  
  
• Appointment reminders only
  • If it is too late in the day. We will only send a Reminder via a Push Notification if it's before 8pm. The reason for this is that as we send the fallback SMS Reminder 2 hours later, we don't want this to be sent too late in the evening.
    
    
  • If your practice has not enabled push notifications to send. See How to activate Push Notifications for Reminders.