Questions

1. Why would a patient not receive a call?
2. Why did my patient receive a second call after their initial appointment call?
3. Why was my patient called only once for their back-to-back appointments?
4. Why didn't my patient receive a second appointment call after their appointment was rescheduled?
5. Why did a patient receive a call even though their appointment was cancelled?
6. When should my patient expect to not receive an email reminder?
7. Why would an appointment reminder contain the wrong time or the wrong instructions?
8. How do I create a Support Ticket?

Answers

1. Why would a patient not receive a call?

There are several reasons why a patient would not received a call:

• The appointment may have already been confirmed.
• The appointment may be rescheduled for another date.
• The appointment may have been cancelled.
• The appointment may be marked as a “Same Day” appointment (we don’t typically contact patients who booked or changed any appointment within one business day of the actual appointment unless a client specifically wants their patients to be contacted).
• The Service Provider associated with the appointment hasn’t been activated.

2. Why did my patient receive a second call after their initial appointment call?

There are several reasons why a patient might receive a second call:

• The household may have multiple family members booked for separate appointments and we place a call for each family member to the primary family phone number (typically, the parent or spouse).
• We have not been able to contact the patient since: there was no answer; they hung up the phone; we were unable to leave a message.
• The type of appointment may have changed. We then sent an updated reminder with the new appointment detail.

3. Why was my patient called only once for their back-to-back appointments?

• We typically do not send multiple reminders for appointments on the same day.
• This also applies appointments for family members in the same household, we group those calls together with the earliest one of the day.

4. Why didn't my patient receive a second appointment call after their appointment was rescheduled?

There are several reasons why didn't my patient receive a second appointment call after their appointment was rescheduled:

• The rescheduled appointment was moved to a time within 1 business day of the new appointment date time and is considered as a “Same Day” appointment.
• The appointment was rescheduled to a time, with a provider, at a location, and for a appointment type that has not been activated yet.
• The appointment was rescheduled to a time, with a provider, at a location, and for a appointment type that is part of the do not call list.
• The reschedule information was not sent to our system in time.

5. Why did a patient receive a call even though their appointment was cancelled?

There are several reasons why a patient would receive a call even though their appointment was cancelled:

• The reminder was sent prior to the appointment being cancelled.
• The deleted appointment information was not sent to our system in time.

6. When should my patient expect to not receive an email reminder?

• Patient email address is not valid.
• The appointment may have already been confirmed.
• The appointment may be rescheduled for another date.
• The appointment may have been cancelled.
• The appointment was booked with a provider, at a location, and for a appointment type that has not been activated yet.
• The appointment was booked with a provider, at a location, and for a appointment type that is part of the do not email list.

7. Why would an appointment reminder contain the wrong time or the wrong instructions?

• We usually send out email messages a week prior the appointment date, so the patient is reviewing old data.
• The appointment detail was changed after the reminder had already been sent out.

8. How do I create a Support Ticket?

You can create a support ticket by sending in an email detailing your inquiry to 'support@promptalert.com'. Our Support Team will be happy to look into solving the issues for you and your staff.