For example, will the Appointment Reminder be re-sent with the new Arrival Time or DOS?
Answer Part 1: If only the procedure time is rescheduled, then messages are not re-sent.
If the procedure time is changed after an Arrival Time message has already been sent, you should call the patient or send a One-Time message to clarify their Arrival Time has changed.
Answer Part 2: If the procedure date is rescheduled, then re-sending messages depends on the new date. The Engage duplication prevention rule blocks the same message, for the same case number, from sending twice within a 7 day period. Below are the scenarios for the 7 day rule:
If the new Pending Send Date for the message is within a 7 day window of the date the message was previously sent (completed date), then messages will not be re-sent. You should call the patient or send a One-time message to confirm their updated DOS. The flowchart below provides a visual:
If the new Pending Send Date for the message is outside a 7 day window of the date the message was previously sent (completed date), messages will be re-sent. You should see the messages scheduled to be re-sent listed under the patient’s Pending Messages for the updated DOS. The flowchart below provides a visual:
Next Up:
What Happens When a Patient Has 2 Procedures?
