Why didn't this Reminder send?

If a Reminder message wasn't sent to a patient, you can see the reason why in your Dashboard.

  1. Navigate to Reminders > Unsent Reminders:

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  2. You can apply filters to the list to help find the right Reminder:

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  3. Here you will see the appointment details, when the Reminder would have sent and why it did not:

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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 to their earlier reminder.

 

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