Patients Not Receiving Text Message Reminders

Step 1: Verify Patient Contact Information

1. Go to the patient’s profile in DocVilla.

2. Confirm that both:

   • Email Address

   • Mobile Phone Number
     are correctly entered and active.

3. Make sure there are no typos, missing digits, or incorrect country codes.

Step 2: Check Communication Preferences

1. In the patient’s profile, scroll to the Communication Preferences section.

2. Ensure the following checkboxes are selected:

   • ✅ By checking this box, I certify that the patient has agreed to receive automated reminders about their appointments

   • ✅ The patient has agreed to receive system notifications (including email and SMS) regarding document upload, messages etc.

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Step 3: Confirm the Patient Has Not Opted Out

• Ask the patient to confirm that they have not replied STOP to any previous reminder messages.

• If they have opted out, instruct them to text START to the DocVilla reminder number to re-enable SMS notifications.

• If the patient unsubscribed or stopped previous reminders from DocVilla, we cannot act due to telecom privacy laws and restrictions. In such cases, advise the patient to provide another mobile number.

Step 4: Escalate if the Issue Persists

If all settings are correct and the patient still does not receive reminders:

• Document the following:

  • Patient’s Full Name

  • Phone Number

  • Date and Time of the last attempted reminder

• Send these details to the DocVilla Support Team for investigation.

📧 Support Email: support@docvilla.com