Troubleshoot if a patient recall did not go out
When a recall reminder does not go out, there are two locations you need to ensure are correct: the reminder’s configuration, and the patient’s info.
Where to check in the reminder’s configuration:
Navigate to the Engage module.
In the top navigation menu, hover over Auto-Reminders and select Recall Reminders. If you don’t see this option in the menu, click the three dots to view the rest of the menu options.
Ensure that the reminder that was supposed to get sent is toggled on.
If the switch is gray with the button to the left, it is off.
If the switch is orange with the button to the right, it is on.
Click the Edit icon, and ensure that configurations are correct. To learn more about configuring recall reminders, click here.
Checking the patient information in Patients module:
In the Patient Search bar on the top of the page, search for the patient that was supposed to receive the appointment reminder.
In the Patient Card, check to see if the patient does not have an appointment scheduled, as recall reminders will only go out if there is not a next appointment scheduled.
In the Patient Card, confirm that the patient has the correct contact information. If the information is not correct, please update the patient’s info in your EHR.
In the Patient Card, check for the patient’s due date to ensure that they are supposed to get the reminder for this date. Note: Adit will reflect only the latest due date entered into the EHR if there are multiple reminder dates entered. If using the EHR Tracker, please review the following on how recall due dates are calculated: https://help.adit.com/portal/en/kb/articles/how-a-patient-s-due-date-is-calculated-with-tracker
In the EHR confirm that the patient is not opted-out of text/email.
If the information and configurations are all correct, but the reminder still did not go out to your patient, please reach out to us for further assistance.
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