If a Reminder message wasn't sent to a patient, you can see the reason why in your Dashboard.
- Navigate to Reminders > Unsent Reminders:
- You can apply filters to the list to help find the right Reminder:
- Here you will see the appointment details, when the Reminder would have sent and why it did not:
Reminders may not be sent for any of the following reasons:
| Already sent | If the patient has more than one appointment on the same day, we will send only ONE reminder, for the EARLIEST appointment. |
| Inactive | This patient has been marked as INACTIVE in your patient management system. |
| Opted out | The patient has requested NOT to be contacted through SMS. |
| Appointment cancelled | We sync all appointments for the next 3 months from your practice system. This will appear if the appointment was cancelled before an appointment reminder was sent, but after we had synced. |
| Invalid mobile | This will appear if the patient’s phone number on file is NOT a valid mobile number. |
| Outside session | If appointments are booked outside of the practitioner’s normal session times, we will NOT send Reminders for those appointments. This setting can be changed by your Customer Success Manager. |
| Deceased | The patient has been marked Deceased in your practice management system. |
| Above max age | In Reminders > Settings, you have the option to Disable SMART Reminders for patients aged [ ] and above. HotDoc keeps this turned OFF by default. If you wish to enable or alter these setting you can change it to suit your patient demographic. |
| Patient underage | This will occur is the patient is younger than the minimum age limit range. By default HotDoc does NOT set a minimum age limit. Contact your Customer Success Manager if you’d like to discuss this feature. |
| Has earlier Reminder | If the patient has more than one appointment on the same day, we will send only ONE reminder, for the EARLIEST appointment. |
| Missing date of birth | This will appear when HotDoc can’t find a valid date of birth in the patient’s file in your practice management system. |
| No response dependent copy | Patient has received an earlier reminder and you have chosen not to send another SMS to them based on their response/lack of response. |
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