When a scheduled confirmation 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:

1. Navigate to the Engage module.

2. In the top navigation menu, hover over Auto-Reminders and select Scheduled Confirmations.  If you don’t see this option in the menu, click the three dots  to view the rest of the menu options.
   

3. Ensure that the reminder that was supposed to get sent is toggled on.

1. If the switch is gray with the button to the left, it is off.

2. If the switch is orange with the button to the right, it is on.

4. Click the Edit icon, and ensure that configurations are correct. To learn more about the reminder’s configuration click here.

Investigation from the Patient's perspective:

1. In the Patient Search bar on the top of the page, search for the patient that was supposed to receive the appointment reminder.
   

2. In the Patient Card, check to see if the patient’s next appointment is correct and is meant to receive a reminder today.
   

1. 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.

3. 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.
   

4. 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.