Core Practice is stopping your business communication getting to some of your customers - URGENT ATTENTION REQUIRED
WE ARE LOSING PATIENTS & MONEY - THIS IS URGENT AND NEEDS TO BE FIXED ASAP.
Here is the issue: The way the "unsubscribe" preferences are being applied throughout Core practice seem to be flawed and is affecting the way we communicate with our patients. e.g. it is blocking critical business information getting to our patients and neither the patient nor the practice are aware the communication is being blocked.
Core Practice maintains an "unsubscribe" database. Meaning that if our customers unsubscribe from receiving emails and sms's then this is stored against the customers preferences. However this is hidden from the users and so we are unaware that they have unsubscribed The problem is Core Practice seems to apply this preference to all forms of communication within Core Practice, including stopping critical information like appointment reminders, electronic invoices and treatment plans and booking information.
Why is this an issue? The Spam act says we can't send unsolicited communication to someone without giving them the ability to unsubscribe and if they do unsubscribe we must honor this request. THIS ONLY APPLIES TO ADVERTISING AND MARKETING forms of communication NOT critical information required to do business with our customers.
I have tried to escalate this through the normal channels but am getting nowhere. I'm sure this is affecting you all and/or you don't even know about it. This is clearly affecting our customers and they are missing appointments and other critical business information and we are missing out on revenue as a result.
Please help your business and mine by heading over to the feature request forum and voting up this feature request. Even though it is a bug in my opinion.
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As a relatively new practice to the software, we've raised this with Core Practice, exactly as above. We have also just found out that they have a Global 'Unsubscribe' List, and, unless I misunderstood, this means that the patient would be unsubscribed from ANY and ALL practice databases that use Core Practice.
We are surprised that this was raised 12months ago and has not been rectified.
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