What to check when the automatic SMS reminder is not sending out

Overview

The automatic SMS Appointment reminder is a great feature that sends reminders to patients so they won't missed out their appointment.

Sometimes, if the settings are not properly configured, the SMS reminders are not being sent out.

Below are the things that you can check to see why the SMS reminder is not sending out.

The Provider's Calendar Setting

In Core Practice, the SMS appointment reminder has two settings for different subscription package. 

For the regular subscription, one default automatic SMS reminders will be sent out 2 days before the patient's appointment.

On the upgraded subscription, you have the option to set 2 SMS appointment reminders and customise the day that you wanted them to be sent out.

* If you would like to check your subscription package, you may reach out to our support team to verify what package you are currently on.

Here are the steps on how to access provider's calendar settings:

1. On the Appointment book, click More and choose Calendar Setup.

2. Select the 3 dots on the side of the Provider's name and choose Calendar Setting.

3. Check if the Reminder notification is set to Yes.

4. Assign the 1st and 2nd reminder schedule reminders accordingly.

 * Please note that the step number 4 is only applicable to the system that has an upgraded subscription. 

5. Hit on Save Changes.

Below is the example of the Provider's calendar settings for the regular subscription that has the default SMS reminder.

Meanwhile, here is the Calendar settings for the upgraded subscription that has 2 appointment SMS reminders.

Patient's Setting

If a specific patient is not receiving the SMS appointment reminder, you can also check the Communication details on the appointment book.

1. On the Appointment book, choose the patient by clicking Select Patient on the right side of the Appointment Panel.

2. Select any time on the appointment book and click the 3 dots on the side of Select Time.

3. Hit on Communication options and check if the Receive SMS Reminder setting is set to YES.

Check the Services Settings

This option only applies to the clinic that has an upgraded subscription wherein 2 SMS appointment reminders are being sent. If you are on the basic subscription package, this option will not appear on your Services settings.

Steps

1. Click the cog button and go to Settings.

2. Select Services.

3. Open the specific Service and check if the Reminders are set to Yes.

If you have any questions, please click the yellow Help button at the bottom left and chat to us. We are more than happy to help!