Reminders

Reminders cut down no-shows by nudging patients before their visit — by text, email, or both. They’re not sent by hand; they’re driven by workflows you configure once, then let run.

How reminders work

A reminder is only scheduled when three things are all true:

1. 1
   The workflow is enabled

   An active workflow exists for that kind of appointment. A disabled workflow sends nothing.

2. 2
   The appointment matches the rules

   The appointment type and other conditions fall inside what the workflow targets.

3. 3
   The patient is reachable

   There’s a valid mobile number for SMS, or a valid email address for email — with SMS consent on where required.

Set up a reminder workflow

Build a workflow from the notification settings. You’re deciding what gets sent, to whom, and when:

1. 1
   Choose the channel

   SMS, email, or both. SMS needs a valid mobile and consent; email needs a valid address.

2. 2
   Pick when it sends

   Set the trigger timing — for example 24 hours before the appointment, or on the morning of.

3. 3
   Write the message template

   Compose the text patients receive. Use placeholders for the patient name, date, time and practitioner so each message is personalised.

4. 4
   Set the conditions

   Decide which appointment types — and any other conditions — the workflow applies to. Everything outside those rules is left alone.

Check whether a reminder will send

Don’t assume a reminder is on its way — confirm it. Open the appointment and review its notification status, which shows what’s scheduled, what’s sent, and what was skipped and why.

Why a reminder didn’t send

If a patient didn’t get their reminder, it’s almost always one of these. Work down the list:

1. 1
   Invalid contact details

   No valid mobile for SMS, or no valid email for email. Fix the number or address on the patient record.

2. 2
   The trigger time has passed

   If the appointment was booked after the reminder’s send time, there’s nothing left to schedule.

3. 3
   The workflow is inactive

   A disabled workflow won’t fire. Re-enable it, or check you’re looking at the right one.

4. 4
   The appointment type is outside the rules

   The workflow only targets certain appointment types — this one may not be covered.

5. 5
   A reminder checkbox was unticked

   Reminders can be turned off on an individual appointment. Open it and check the reminder options are still ticked.