Finding the Reason an Appointment Reminder Didn't Send

YAPI's automated Appointment Reminders take the legwork out of sending reminders, but sometimes a patient may come to you reporting they didn't receive theirs.  This could be caused by a typo in their email or they simply didn't receive a reminder because they've already confirmed their appointment.  Use the information below to read the Reminders Sent Exception Report and see why a particular reminder didn't go out to your patient.

Table of Contents

 

Loading the Reminders Sent Exception Report

  1. From the YAPI Dashboard, click Reports Reports.png

  2. Select Appointment Reminders, then Reminders Sent Exception Report.

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Reminders Sent Exception Report Overview

Reminders_Sent_Exception_Report_2_4_2.png

number1.png Appointment Date number4.png Sent Date number7.png Mobile
number2.png Appointment Time number5.png Type number8.png Result
number3.png First Name & Last Name number6.png Email    

 

number1.png Appointment Date

Displays the date of the appointment the reminder was for.

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number2.png Appointment Time

Displays the time of the appointment the reminder was for.

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number3.png First Name & Last Name

Displays the patient's first and last name.

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number4.png Sent Date

Displays the date that the reminder was queued up to send.

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number5.png Type

Displays the type of reminder (email or text) that was set to send.  

  • E (green): Email reminder
  • M (blue): Mobile (Text) reminder

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number6.png Email

Displays the patient's email address on file in your practice management software.  If the patient doesn't have an email address, this column shows a blank space instead.

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number7.png Mobile

Displays the patient's mobile number on file in your practice management software.  If the patient doesn't have a mobile number, this column shows a blank space instead.

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number8.png Result

Displays the reason a reminder didn't send. 

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Using the Report to Determine Next Steps

If a patient's scheduled reminder shows up on the Reminder's Sent Exception Report, you can use the far-right Result column to see why.  The most common reasons a reminder didn't send are:

  • Already Confirmed
  • Invalid or Missing Destination
  • On Opt-Out List
  • Rejected Due to Invalid or Malformed Destination or Communication Error

Already Confirmed

With the exception of the same-day text reminder, YAPI's default settings stop reminders a once patient confirms their appointment.  YAPI still keeps a record of every message that was meant to send, though.  If you see Already Confirmed in the Result column, this means that when the reminder was queued up to send, the patient's appointment had already been confirmed in your practice management software.  This is how your settings were configured to work, so there's nothing to worry about!  Your patient will get one more reminder on the day of their appointment regardless of whether they've confirmed.

Invalid or Missing Destination

This status means that the patient has a missing email address or mobile number or there's a typo in one of them preventing the reminder from going out.  For example, these email reminders didn't send because one patient didn't have an email on file and the other had "N/A" listed where the email should be:

Reminders_Sent_Exception_Report_2_4_3.png

If you see this happening with a patient, all you need to do is update the patient's contact information in your practice management software and YAPI will send them their next scheduled reminder.

On Opt-Out List

This status indicates the patient is on an Opt-Out List within YAPI.  Patients can end up on one of YAPI's Opt-Out Lists by a staff member changing their communication settings or adding them directly to an Opt-Out List; they can also put themselves on an Opt-Out List by replying STOP to a text they received from you or clicking Unsubscribe in an email.  Regardless, this usually means the patient doesn't want to receive that type of communication from you.  If you're sure your patient wants to receive reminders by email or text and they ended up on an Opt-Out List by accident, you can check out our article on Setting Patient Communications Options & Managing Your Opt-Out Lists to remove them.

Rejected Due to Invalid or Malformed Destination or Communication Error

Usually this status means there was an issue receiving the reminder on the patient's end and it often indicates a problem with the patient's email or phone service.  For example, if Gmail was down when YAPI was sending reminders, the reminder couldn't get to its destination.  This is pretty uncommon, but it's usually isolated to a short period of time and the next scheduled reminder sends out as intended.  If you see this happening with multiple patients more than once, though, we recommend reaching out to our Customer Support team.

 

Other Reasons a Patient Might Not Receive a Reminder

If the Reminders Sent Exception Report doesn't show a reminder failing but your patient says they still didn't receive it, there may be a couple reasons for this:

Mobile Carrier Settings

While we've done our best to make sure reminders send out consistently, mobile carriers sometimes change their procedures and security protocols without notice, keeping reminders from coming through.  The most common issue we see is that carriers like T-Mobile and Sprint changed their users' security settings to not allow short code numbers through, which is how YAPI sends text messages.  If your patient's number is hosted by either of those carriers and they aren't receiving reminders, we recommend they contact their carrier to allow their phone to receive contact from short code numbers.

Email Filtering

Patients sometimes have security and filtering on their email as well and oftentimes they don't even realize it.  If you've checked that a patient's email reminder was sent by YAPI but they didn't receive it, make sure the patient checks their Junk and Trash folders and sets your email as a trusted contact.

 

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