When a patient says they haven't received an SMS, the three most common causes are:
- Your software settings
- A network incident
- A problem at the patient's end
Analyse the Sent messages log to diagnose the problem, check your settings and then send a new test message.
1. Analyse the Sent Messages log
Go to > Reports > Reports > Sent Message log
- You can find no trace of the message in question?
- The message in question is shown as Not Received?
- The message in question is shown as Sent or Received?
Check your Global, Doctor, Service and Patient settings and then send a new test message.
Check your Patient's settings and then send a new test message.
Send a new test message.
2. Check your settings
Go to > Setup > Communication
- Check the General Switch is Active
- Check the channels are ticked for the messages you wish to send
Go to > Setup > Center > Resources > [Resource name] > Other Preferences
- Verify that the check-box Memo Active is selected
Go to > Setup > Center > Services > [Service name]
- Verify that the Memo dropdown is On
Go to > Patients > Manage Patients > [Patient Name]
- Ask your patient to confirm that the Mobile number is correct
- Verify that the checkbox Send communications by SMS/Voice is selected.
3. Re-send a test message
When you have completed the settings verification, re-send a test message.
Send a test message using the Tuotempo Application
Go to > Patients > Manage Patients > [Patient Name] > Send SMS
THE TEST MESSAGE IS RECEIVED?
Communication settings are now OK. Monitor the log in the future to check that automated messages are being sent as desired.
THE TEST MESSAGE IS NOT RECEIVED?
Send a second test message using a mobile phone.
Send a second test message using a mobile telephone
Use a mobile telephone to send a second test text message to the patient.
THE SECOND MESSAGE IS RECEIVED?
If the patient receives this message but not the first test message, recheck the patient's settings in Tuotempo. If you are certain that they are correct, there may be a compatibility issue between the patient's mobile service provider and Tuotempo. The patient should raise the problem with their mobile service provider.
THE SECOND MESSAGE IS NOT RECEIVED?
If the patient receives neither this message nor the first test message, there is an issue with their service provider concerning the reception of SMS messages. The patient should raise the problem with their mobile telephone service provider.
4. Ask us to investigate
A small percentage of SMS messages are not delivered for network-related reasons beyond our control. However, if you have three or more messages that are not delivered in a 24 hour period and you have carried out the above tests, please forward the details to us in a support ticket.
Please obtain permission from the patients for us to contact them and include in the ticket:
- The time when the original message was sent
- The time the test messages were sent
- The patients' contact details
We know that the successful delivery of messages is critical to you and we monitor delivery 24 hours a day to ensure an optimal service. We are immediately alerted in the case of incidents affecting your service. We only use operators with premium level delivery success rates and in the case of a failure, your SMS is automatically rerouted via an alternative gateway. As a result of this policy our successful sending rate is above 99%.
Please don't hesitate to contact us if you have any further questions.