About this guide and its review
Messages and reminders
When to use it
Open Patient communication to review scheduled messages, failures, approvals and items needing a phone call. The summary shortcuts open the relevant queue.
Work through a message
- Open the item and check the patient, contact information and purpose.
- Preview the text and review the patient's consent.
- Use the permitted action: approve/send, cancel, retry a failed item, or convert it to a manual call.
- Read the resulting status before moving on.
Opening or previewing sends nothing. An explicit supported action is followed by its confirmed status.
Read the state honestly
Scheduled, awaiting approval, sent, failed and needs-a-call describe different stages. A queued message is not proof of delivery. An empty queue does not show whether the message service is ready.
If contact information is wrong, correct it before retrying. If messaging is unavailable, ask the clinic manager to review the service and use the offered manual-call workflow where appropriate. Do not keep resending a message whose result is uncertain.
Opening the workspace, viewing a preview or following a patient link sends nothing. Access and consent still apply even when a button is visible.