There are occasions where MedPoint sends an SMS and the phone network responds to say they have received it successfully. The order logs will show "Message Success" "(Message has been accepted by phone carrier)"
In most cases this means the message was delivered to the patients phone but unfortunately there are a range of reasons a carrier may not actually deliver a SMS message. For example
- If the phone network is very busy it can chose to prioritise call traffic and drop sms after accepting it from our system
- If the phone is abroad or turned off for a long period the network gives up eventually
- Some networks and phone devices have spam protection that blocks our messages occasionally.
So SMS technology is not 100% reliable and can have a 1-2% failure rate. This is why we added the ability to resend an "Order ready" SMS from he Order details screen and to add an email address to the patients record
Our advice is, if you have any patients reporting not receiving an sms, ask them for their email address and add it to your PMR if using an integration , or to their record on the MedPoint portal if not. Email is far far more reliable and acts as a backup to SMS and will ensure they receive their collection pin moving forward one way or the other.