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Why isn't a Patient receiving text/email reminders?

Steps to check why your patient may not get their text or email reminders.

Updated over a year ago

  • Make sure the patient has a valid cell phone number and a valid email.

    • Using the Patient Search box, enter the patient’s first or last name. Then, click on the patient’s name to open the Patient Card. Click on Validate next to the cell phone number and/or email to make sure the contact information is Valid.

    • If a patient has opted out of receiving texts and emails, the “Disable Email” and/or “Disable Text” boxes may be checked.

    • Make sure the patient’s cell phone number is in the “Cell” field in the Patient Information screen in ChiroTouch.

    • Make sure the patient’s email address is in the “Email” or “Home Email” field in the Patient Information screen in ChiroTouch. This information must be consistent across ALL of the patient’s cases in ChiroTouch.

  • If the phone number/email is correct, double-check the appointment reminder set up and ensure that the appropriate provider, case type, and appointment purpose has been selected. If that is correct, the next step is to check the audit log in the C.T. Maintenance section to see when the appointment was set up.

  • If the appointment was created after the reminders are supposed to be sent, the message will not be sent. If there has already been a message sent for this same appointment and you change the time for the appointment, there will not be a second reminder sent for the same appointment. You must create a new appointment or reschedule this appointment for another reminder to be sent.

ChiroTouch

This information must be consistent across ALL of the patient’s cases in ChiroTouch.

If the phone number or email is correct, double-check the appointment reminder set up and ensure that the appropriate provider, case type, and appointment purpose has been selected. If that is correct, the next step is to check the audit log in the ChiroTouch Maintenance section to see the history of the appointment.

Open ChiroTouch Maintenance

Select System Auditing

Select Reports

Actions performed between (select date prior to when item was created)

Which patient (select from drop down)

Print

Vericle

appointment audit logs can be found in Vericle by:

searching for the patient in the Schedule

click Patient

select Sched tab

select View

select Logs

search for patient and appointment by dates

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