Troubleshoot if an appointment reminder did not go out
When an appointment reminder does not go out, there are 2 sides you need to check to find the cause: the reminder’s configuration and the patient’s info.
Investigation of reminder’s configuration:
Navigate to the Engage module.
In the top navigation menu, hover over Auto-Reminders and select Appointment 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 the reminder’s configuration click here.
If the configuration of the reminder is correct, confirm that the status mapping in your account is correct and up-to-date. Click here to learn more about status mapping.
Investigation from the Patient's perspective:
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’s next appointment is correct and is meant to receive a reminder today.
If the appointment is not correct in the patient card, confirm in the EHR for the right appointment date/time. If it is correct in the EHR, but not in the Patient Card, there might be an issue with the sync. Please click here to know more.
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 EHR confirm that the patient is not opted-out of text/email.
Check the appointment logs in the morning huddle or on the Insight page of Engage. The appointment may have been added/moved/updated after the time the reminder was sent.
Ie: An appointment for John Smith was updated from unconfirmed to confirmed at 9:02am. Reminders for confirmed appointments were supposed to be sent out at 9:00am. In this case, John’s appointment was still considered unconfirmed and was not supposed to get this reminder.
Email support@adit.com or call 281-468-1445
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