Appointment Reminder Troubleshooting

Appointment Reminder Troubleshooting

Reminders Did Not Deliver

  1. Check the expanded Patient Dashboard to verify the Opt In and Opt Out preferences.
  • Patients that were registered before Appointment Reminders were enabled will not be Opted In automatically.
  • Contact Support if Patients need to be opted-in or out en masse.

  1. Verify that the Preferred Contact information was populated for the Reminder.

  1. On the Reminder Template, compare the Appointment details and necessary Appointment Reminder criteria.
  • The Appointment Type, Facility, and Resource(s) must ALL match between the Appointment and Template for the Reminder to be delivered.
  • Example: The Template is set to all Appointment Types, all Resources, and Facility A. The Appointment is scheduled for Facility B. The Reminder will not be delivered.

Reminders Errored Out/Queuing Error

  • Hover over the Error to view the Error Message. Contact Support for the following errors:
  • 502 Bad Gateway: The service was unavailable when the Notification was scheduled to be sent.
  • Delivery Failed: NO_QUOTA_LEFT_ON_ACCOUNT

SMS Text Response for "Cancel Appointment" Opts Patient Out

  • The SMS Text Response for a Cancelled Appointment should explain that the Appointment has been cancelled.
  • Example: We have noted the canellation.
  • If this message Opts the Patient out, contact Support.
  • Example: You have been Opted Out of text reminders.

Test Delivery

Schedule Reminder Setup Test Delivery

  • Test Delivery: Used to test and view future Appointment Reminders
  • A test Appointment should be created to test the delivery.
  • Send Now/Send All Now: Sends immediately if the date/time is in the future.
  • An Appointment in the past can only be tested in the Status of the original Appointment matches the Template.

Fee for Greater Than 160 Characters on an SMS Message

  • SMS messages (up to 160 characters) will be sent as one message.
  • SMS messages that exceed 160 characters will be sent in multiple messages of up to 153 characters each.
  • Additional message parts are billed at 50% of the first transaction fee.
  • Meeting links are only sent for Telehealth Appointments.
  • If a meeting link is sent for a non-Telehealth Appointment, check the Delivery Template and make corrections.

Duplicate and/or Missing Reminders

  • Missing Reminders: Verify that the Templates are associated with the correct Appointment Type, Facility, etc.
  • Duplicate Reminders: If the Template is set up for ALL Appointment Types, ensure that the Patient is not receiving the duplicate Reminder from a more specific Template.
  • Example: The Patient received two Appointment Reminders for a Telehealth Appointment.
  • The Clinic has two Appointment Reminder Templates: All Appointment Types and Telehealth.
  • Therefore, the Patient's Telehealth Appointment applies to both Templates, and they will receive duplicate Reminders.
    • Related Articles

    • Appointment Reminder & Response Setup

      This is a Premium Add-On Feature. Contact your Account Manager for more information. Appointment Reminders can be sent to your Patients by text, email, or voice. If you want the Patients to reply, text message reminders can be set up to support ...
    • Appointment Count Report

      This report gives you Resource and Facility appointment information, such as: Appointment was Scheduled in advance or on the day of the appointment Total of both Number of No Shows Number of Appointments Rescheduled Number of Appointments Rescheduled ...
    • Patient Appointment Screen

      When you select a Patient's Appointment on the Calendar, it opens the Patient's Appointment screen which displays: Banner Patient's name DOB/Age Appointment Type Additional Patient Information Phone Numbers Address Patient's Insurance Appointment ...
    • Add an Appointment

      Add an Appointment Prevent Creation of Simultaneous Appointments in the Same Slot To prevent Users from creating Appointments in the same slot, the System displays this message: Warning? User XXX is also editing this slot. Add an Appointment to the ...
    • Modify an Appointment

      Modify an Appointment The following fields can be modified on an existing Appointment: Procedure Duration Case Authorization Referring Referral Reason Reason Note The Patient, Date, Time, and Resource cannot be modified on the Add Appointment screen. ...