PPS and IO: Determining if an Appointment Reminder was Successfully Delivered

This article applies to the Private Practice Suite and Valant IO


To view the status of an appointment reminder:
  1. Click on Tools | Reports
  2. Click on the Appointment Drop-down menu
  3. Select Appointment Reminders Status
  4. Select the filter criteria such as Start Date, End Date, Provider, and Patient
  5. Click on the Preview Button
 A report will appear for review.

The Table below includes the different reminder status and descriptions:
 Contact Method  Status Description
Email Failed Email failed to send. Due to the email not existing, or bounce back. 
Email Internal dnc list The email address is apart of a do not contact list.
Email Sent Successful email.
Phone Answered by machine Went to voicemail.
Phone Answered by a voice but hangup detected      Phone was answered and then hung up by someone.
Phone Answered by a voice with button press of _ Someone answered the phone and pressed the specific key.
Phone Answered by a voice with no button press Phone was answered and no buttons were selected.
Phone Dialer/CallFlow exception Problem with the phone number. For example, not in service.
Phone Live Answer             

Call was answered by a person. 

            
Phone Machine Answer Call was answered by a machine. 
Phone Call Answered but Hung-up before message left Call was answered and hung up immediately. This will prompt a retry of the reminder. 
Phone Voicemail Full or not configured  Unable to leave a message. This will prompt a retry of the reminder. 
Phone Line Busy Phone gave busy signal. This will prompt a retry of the reminder. 
Phone Line Disconnected or Not Available Phone rings without being answered. This will prompt a retry of the reminder. 
Phone Unknown Status, Insufficient Response from Carrier Carriers didn't give us sufficient information to categorize the response.This will prompt a retry of the reminder. 
Phone Unexpected Status             

Carrier sent us a new unfamiliar response that will be investigated and categorized. This will prompt a retry of the reminder. 

            
Phone Call Failed  Rare, usually happens with system outage or carrier problems. This will prompt a retry of the reminder. 
Phone Recipient opted out Number is on do not call list. 
Phone Invalid phone number Number is not recognized as valid. 
Phone Missing phone number No phone number in patient demographics. 
Phone Phone Number Disconnected Carrier told us the number is disconnected. 
Phone Recipient over contact limit  
Phone Contact Window Expired Rare, only happens with system or carrier outage. 
Phone Outside of Support Call Region  
Phone Internal dnc list Number is listed on a do not call list. Likely from the phone carries also have do not call lists.
Phone Unknown Failed phone call.
Text Success Text message was successfully sent.
Text Unprocessed             

Text messaged wasn't processed correctly. Treat this as a failed appointment reminder. 

            
                         
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