Why was the notification not sent?

Your patients don’t always receive a notifications. Whether they do or don’t depends on your settings and on when the appointment was created. Below you’ll find an overview about when notifications are sent.

 

In this article you’ll find:

Is everything set up correctly?

There are several reasons why a notification is not sent to a patient.
The three main reasons are:

  • The option is not checked in the setting “Email and SMS

  • Notifications are disabled for this motive

  • There is no email address or telephone number in the patient's record

However, it can sometimes happen that a notification isn’t sent, even when all the options are checked and the necessary information is in the patient's file.
Below, we review for each option when a notification is (not) sent.

When the time or location of the appointment is changed

An email is always sent when you change the location or reschedule the appointment (unless you turned of notifications on motive level)
Please note that there is a delay of +/- 10 minutes to allow for accidents. This gives you time to rectify an error, without sending unnecessary notifications.

Email reminder 7 days before the appointment

This reminder will only be sent if the appointment has been booked more than 7 days in advance.
It will not always be sent exactly 7 days in advance, as we want the reminder to have as much effect as possible. There are two cases:

  1. The appointment is scheduled MORE THAN 14 days in advance.
    In this case, the appointment reminder is sent 7 days in advance.

  2. Appointment scheduled LESS than 14 days in advance.
    In this case, the reminder is sent half way between when the appointment was made and when the appointment will take place. For example, if the appointment is booked 10 days in advance, the reminder will be sent 5 days in advance.

Reminder by e-mail 1 day before the appointment

This reminder will only be sent if the appointment has been booked more than 48 hours in advance.

SMS reminder 1 day before appointment

This reminder will only be sent if the appointment has been booked more than 48 hours in advance.

Rosa as spam

It sometimes happens that the patient has (accidentally) marked Rosa as spam. If you suspect that this is the case, you can send an email to support@rosa.be, including the relevant email address. We can then check whether this email address has indeed marked Rosa as spam and can undo this.

https://rosahealth.atlassian.net/wiki/spaces/RKB/pages/555347706727

 

None of the above reasons explain why your notification was not sent? Contact our team at support@rosa.be and we’ll further investigate.