|
|
Question
A patient did not receive their appointment reminder. How do I find out why their reminder didn't send?
Solution
You can see why an appointment reminder did not send to the patient in the Reminders > Unsent Reminders section of the Dashboard. This article shows you how to view this, and describes each of the reasons that may appear in the Unsent Reminders in your Dashboard.
- How to see patient's reminders that could not send (Unsent Reminders)
- Reasons why an appointment reminders did not send
How to see patient's reminders that could not send (Unsent Reminders)
If an appointment reminder wasn't sent to a patient, you can see the reason why in your Dashboard by following the steps below.
- Navigate to Reminders > Unsent Reminders to see a list of your recent unsent SMS reminders:
- You can also apply filters to the list to help find the right Reminder. You can currently filter by:
- Patient Name
- Appointment date
- Reminder type
- Reason for not sending
- Practitioner
- Appointment type - On this page, you will see the following details:
- Patient details: Full name and DOB we sync from your practice management software
- Practitioner: The practitioner that the patient is booked with
- Appointment details: Time and date of the appointment, as well as the appointment type used
- Reminder Type: The type of HotDoc reminder that was supposed to send (Immediate, Regular, Early, Custom etc)
- Reason reminder did not send: A short explanation of why the reminder wasn't sent to the patient
- Attempted send time: The date and time at which the reminder should have been sent
If there is more than one reason why the reminder wasn't sent, we will show the copy Multiple reasons in your dashboard. If you click on it, it will display them all.
- Patient details: Full name and DOB we sync from your practice management software
Reasons why an appointment reminders did not send
There are specific settings or scenarios in which HotDoc is not able to send reminders to patients. Under the Unsent Reminders section, you will see an the reason and also a short explanation of what happened.
These are the reasons why we wouldn't send a reminder:
|
Above max age range |
Patient is outside of maximum age range in your Reminders settings. You can change this in your dashboard under Reminders >Settings. |
|
Appointment already confirmed |
Patient responded to earlier reminder for this appointment |
|
Appointment outside of session |
Appointment is outside of the practitioners open session times in your practice software |
|
Appointment type disabled |
Sending this type of reminder has been disabled for this appointment type |
|
Below minimum age range |
Patient is below of minimum age range in your Reminders settings.
By default, HotDoc does not set a minimum age limit. If you'd like to do this, get in touch by clicking the green Support button |
|
Confirmed by tandem appointment reminder |
Patient confirmed appointment by responding to an another appointment reminder |
|
Earlier appointment on same day |
Reminder already sent for earlier appointment on the same day |
|
Earlier Reminder sent |
Patient already received an appointment reminder today. |
|
Mobile Number Invalid |
Mobile number is invalid or missing in patient file |
|
Patient already received a reminder |
Patient already received a reminder. By default, HotDoc sends one reminder per appointment |
|
Patient marked as deceased |
Patient file marked as deceased in your practice software |
|
Patient opted out |
Patient is opted out from receiving appointment reminders |
|
Sent for past appointment |
This type of reminder was previously sent to the patient and will not send again for a certain time period |