Addressing Patients Not Receiving Appointment Reminders

You may encounter a situation where Patients are not receiving their appointment reminders. If this is the case, here are some things to look at to help you troubleshoot. 

Confirm Patient Reminders are Enabled 

Confirm you have enabled reminders when booking the Patient's appointment.

1. Select the Appointment.
2. Click the Edit button.
3. Scroll to the Reminders section. 

Important Note: When booking a new appointment, you can enable the reminders from the New Appointment slide-out. 

Confirm Noterro Sent the Reminder

Check the appointment to see if the reminder has been sent out. If it has not, there could be a technical issue, or the reminders were enabled after the appointment was booked.  

1. Go to the Calendar.
2. Find Patient Appointment and click on the Appointment.
3. In the Appointment slide-out, scroll down to Reminders.
4. Check to confirm it was sent.

Confirm the Delivery Outcome of the Email

You can check whether the email was delivered and acknowledged in the Patient's Notification Logs. If the email provider acknowledges receiving the email, it could not have been delivered to the Patient's Inbox. 

1. Go to Patient Profile.
2. Go to Notification Logs (left categories).
3.  Check to see if the email was Delivered or Bounced.

Important Note: If the email wasn't sent to the Patient's inbox, they should consider adding noreply@noterro.com to their contact list to help signal to their email provider this isn't spam or try using a different email address.