When sending SMS messages to patients from within Cutting Edge Software, you may sometimes find that the message fails to send. This can happen for a variety of reasons, the more common of which will be explained in this article.

Carefully check the number is correct. If necessary verify it with the patient or try calling it before sending another SMS. Check the SMS tab for further information.

If a patient feels as though the message they have received from you is a spam message, they may choose to opt out of receiving messages from CE in the future. They did this by replying STOP to an earlier SMS. This will prevent their number from receiving further SMS messages from CE. This will show up in Cutting Edge as an entry on the history of the invoice. The patient can still send messages back to the software if they have opted out, but they won't receive any messages sent from CE, for any provider.

What can you do?

In this scenario, you could try getting in contact with the patient via email, or you could try calling them. IF YOU HAVE WRITTEN CONSENT FROM THE PATIENT, we can reverse the patients choice to opt out of SMS messages from our service. Once you obtain written consent, send a copy through to us and we can opt them back in to receiving SMS messages from our software.

To avoid this issue in the future, try checking your SMS templates to make sure they come across as professional and concise.