Message and Reporting Status Descriptions
Appointment Confirmation Status
It's important to understand the appointment confirmation status so you are able to keep the appointment on task. Below we are going to go over a few things that will help you manage your appointments like a pro.
Let's start with the concept of confirming or declining the appointment.
When a patient responds to an Automated Patient Interaction text message or IVR (voice) call with either “Y” or “1” , the patient has confirmed their appointment. The patient is indicating that they plan to keep the appointment.
- A “Y” response to a text message
- A “1” response to a phone call (IVR)
- A Confirm click in an email message
On the other hand...
By responding with either “N” or “9” to an Automated Patient Interaction text or call appointment reminder, the patient has declined their appointment. Patients who have declined their current appointment will need to be rescheduled if they have not already done so using the Automated Patient Interaction prompting.
- An “N” response to a text message
- A “9” response to a phone call (IVR)
- A Decline click in an email message
This status indicates that the patient needs to cancel or reschedule their appointment. At this time, we do not reschedule appointments for patients, they must do it themselves.
Tip: Pay special attention to your message verbiage so that you know whether patients are prompted to contact the office to reschedule or if your message tells them that the office will call them.
Note: The Decline status is not the same as opting-out of the appointment reminder messaging service.
Cancelled/Resch in PM System - The appointment was cancelled or rescheduled in the practice management system (PM System) by someone at your office. Note: Appointments that have been flagged as a No Show will display as this status when viewed in the Facility Reports. To view detailed information about No Show Appointments go to Message Reports > No Show Appts Report.
Scheduled After Reminder Time - The appointment was placed on the provider's schedule after the time that message would be loaded. Our system loads the appointment once it is received. Past date appointments can be loaded as well. This message will show if our system tries to load a message for an appointment. Loading appointment is a different system and loading message for that appointment is a different system. Also send message is done by different system, they all work independently.
Note: A future appointment must be loaded into Vital Interaction prior to the appointment date in order to be set to the status of Scheduled After Reminder Time. Same-day appointments (walk-in or appointments that are created at time of service) will not be processed by Vital Interaction to send Appointment Reminder messages and will remain in the default status of Message Not Sent.
Message Sent (Msg Sent) -
- A text or email message was sent to the patient.
- In the summary reports this status reflects the number and percentage of appointment reminder messages successfully sent to patients.
Message Received (Msg Rec) -
- A voice mail message or phone call greater than 5 seconds
- An opened email (but not confirmed or declined)
- Responded to text (but not confirmed or declined)
- In the summary reports the status reflects the number and percentage of patients who received their appointment reminder messages.
Message Not Received (Msg Not Rec) -
- Invalid phone number / email address
- Call under 5 seconds (hang up, bad connection)
- In the summary reports the status reflects the number and percentage of appointment reminder messages not received by patients. These patients should be contacted directly to ensure patient retention and request updated contact information.
Message Not Sent (Msg Not Sent) - A message has not been sent. Note: Pay special attention if there is a number greater than 0 for the number of messages sent (Num Msg Sent), as it may mean we had an invalid phone number or email address, or there was a network connection issue. In the summary reports the status reflects the number and percentage of appointment reminder messages not sent to patients. These patients should be contacted directly to ensure patient retention.
Previous Appt - Ties to the duplicate message settings. If set and there is a previous appointment for the patient, then this shows up. Note: In the summary reports it reflects the number and percentage of patients who have had previous appointments at a specific clinic as well.
Previous Family Appt - Ties to the duplicate message settings. In this case we have looked for patients with the same phone numbers and/or email addresses and have only sent a reminder for the first appointment of the day.
Do Not Send Message - Either by custom code or by a user of the system, an appointment, recall, or product has been marked to not have messages sent out. Note: This feature can only be used prior to any message having been delivered.
Message Delivery Statuses
Message Not Sent - A text message, an email, or a voice mail has not been sent.
Message Sent - A text message or an email has been sent.
Message Received - A text message has been responded to, an email has been opened, or a voice mail has been left.
Message Queued - A message has been queued for delivery. Should be a temporary status if the message remains in this status there most likely was some type of error prior to delivery of the message or in capturing the status of the delivery.
Answering Machine - there is either an answering machine or a voice mail recorder on the line.
Unable to Connect - A phone call was unable to connect to a person or an answering machine.
Hung Up Before Msg - A call lasted less than 5 seconds. This could be due to a bad connection, a person hanging up on a call, or the call being dropped.
Hung Up On Answering Machine - When the message setting for Leave Message: is set to leave message on the Last Attempt, you will see this status. Note: We generally recommend not hanging up on answering machines because of customer complaint issues, unless you have a very high no show rate.
Inbound Call Back - A call back to the unique phone number for your practice.
Call Connected - The call was connected to one of the facility or customer phone numbers.
Invalid Email - email has bounced and is then turned off for that address.
Invalid Phone - Either an improperly formatted number or a non-working number.
Listened to Full Message - When the call was placed, the message played through to the end.
Listened to Part of Message - When the call was placed, the party hung up before the end of the message.
Failed Text - The text message was not delivered.
Spam - With automated messages, telecom carriers (for example: Verizon, Comcast, AT&T) will sometimes flag text messages as SPAM and prevent their delivery to the intended recipient. The primary reasons that messages are flagged as SPAM are that they originate from an unrecognized phone number and contain a link. The Appointment Reminder text messages that Vital Interaction sends to patients contain a Cancellation Link. If an Appointment Reminder text message is flagged as SPAM, then Vital Interaction can send a substitute message from a different number that should be delivered. The substitute message will contain the Cancellation Link, but it will not allow for a Confirm response from the patient. Messages that do not contain links (such as the 24 Hour Pre Appointment Reminder) are generally not at risk of being flagged as SPAM.
Vital Interaction Customer Satisfaction Team