These are the top reasons why your patients may not receive Patient Engage appointment reminders:
· The appointment is scheduled outside of your business hours.
· The appointment was scheduled after the delivery window for the visit/service date/time.
· The appointment is already confirmed in your management system.
· Uploads have stopped in your portal.
· The client’s profile is not configured to receive reminders.
· The appointment reminder’s general setting is set to Off.
If the appointment is scheduled outside of your business hours or has the Hours by Appointment box selected, Patient Engage will not send appointment reminders.
If you have Send appointment reminders for appointments scheduled outside of business hours selected, reminders will go out for all appointments.
If the appointment doesn't exist in your portal at the number of days (from your settings) prior to the reminder delivery, down to the exact minute of the appointment date, then no reminder is sent.
For example, if your reminder is set to go out three days prior, and the appointment for 2/18/2022 at 3:00 pm is uploaded to your portal on:
02/15/2022 at 3:01 pm, no reminder will be sent.
02/15/2022 at 3:00 pm, reminder will be sent.
02/15/20226 at 2:59 pm, reminder will be sent.
Patient Engage does not send confirmation reminders out for appointments that have already been confirmed in your practice management system. However, patients will still receive Day-Of reminder text messages.
Patient Engage does not send the correct reminders out if it is not receiving regular uploads from your management system. Your practice management system feeds all appointment activity that’s taking place within it to your portal, so if this feed stops, Patient Engage will not have any updated appointment information to respond to.
You can view a history of your portal’s upload information to see if regular uploads are occurring.
Is the patient active? If not, the patient is considered inactive and therefore will not receive any communications. This status can come from 1 of 2 places:
· Your practice management system: If the patient is marked as inactive in your practice management system, the patient will also be marked as inactive in your portal. This status must be changed in your practice management system in order to update the patient status in your portal.
· The patient's profile: If the patient is marked as inactive in your portal, you can activate the patient by clicking the Edit button on the patient's profile page and selecting the Active box on the top.
Has the client opted in to receive the reminder?
Note: For Canada, in order for the client to be opted in to receive text reminders, you must send a Welcome text and the client must reply back.
Does the client have a valid email address and/or cell phone number (see Text Phone field)?
Has the client elected to receive reminders under the Subscriptions section?
Is the message, “Client does not have a number that supports text messaging” listed under the Communication Preferences section?
Patient Engage won't send any communications for a specific appointment request reminder if that appointment reminder type is set to off.
If you elected to turn on family messaging for your reminder, then Patient Engage only sends one email message reminder that lists all appointment times for each family member.
Note: Family messaging doesn't apply to text messaging.