Manage Appointment Reminder Replies

This article describes how to manage Appointment Reminders replies in Bp Omni.

In this article:

IMPORTANT   

Ensure Send confirmation of appointments has been enabled in Settings > Practice & Locations > Communications.

See Set Up Comms Schedules for more information.

Manage Appointment Reminder Replies

  1. From the top bar, select Appointments > Appointment Reminders.

  2. The Appointment Reminders screen will appear.

  3. Use the filters along the top of the screen to filter Appointment Reminders.

    4. Click Appt | Today to sort the reminders by Appointment Date, Sent Date, or Received reply.

  4. Select the Dates you want to view using the date picker.
  5. The Appointment Reminder screen will update and display all reminders within the specified date range.

    6. The status buttons, All Reminders Sent, Confirmed, Declined, Requires Review, and No reply, will display a count of appointment reminders that fall into each category within the specified date range.

    Total Appt displays all appointments within the specified date range, regardless of whether a reminder has been sent.

    Reminders not sent displays all appointments within the specified date range where no appointment reminders were sent.

    TIP   

    Use the Filters at the top of the screen to refine the list of Appointment Reminders. Search by Patient name or Phone number, or filter by Appt type, Providers, Appt status, Time, or Delivery status.

  6. Replies to appointment reminders are automatically categorised based on the content of the patient's response:
    • Replies to appointment reminders that include Yes or Y are marked as Confirmed.
    • Replies that include No or N are marked as Declined.
    • Replies that include any text outside Yes or No are marked as Requires review.

  7. To view the appointment reminder Reply, select the appointment reminder from the list. The SMS panel located on the right-hand side of the screen will show the Appointment Reminder message that was sent, along with the patient's response to the message.

  8. Appointment reminders can be actioned from the following locations:

    • From the Appointment Reminder list, click the ellipsis next to the appointment reminder to update its Status, send a new SMS message, or update the associated appointment by selecting Edit or Cancel Appointment.

    • From the SMS panel, update the Appointment Reminder Status, or click the ellipsis to send a new SMS message or update the associated appointment by selecting Edit or Cancel Appointment.

Reminders not sent

Use the reminders not sent filter on the Appt reminder screen to identify reminders that may require action.

In the filtered list, the Phone number column indicates whether patient information must be added or updated:

  • Add mobile displays when the patient does not have a mobile number recorded.
  • Update consent displays when SMS consent must be recorded or changed.

If a mobile number and SMS consent are already recorded, the reminder may not have been sent because a Comms Schedule has not been enabled and the reminder must be sent manually. See Set Up Comms Schedules for more information.

Add a mobile number

  1. Click Add mobile for the relevant patient.

  2. Enter the patient’s mobile number.

  3. Tick Resend reminder SMS to send the appointment reminder.
  4. Click Save.
  5. On the Send SMS modal, select an SMS template and then click Send.

Add or update SMS consent

  1. Click Update consent for the relevant patient.

  2. Select SMS or OPTOUT from the SMS consent list.
  3. If SMS consent is selected, tick Resend reminder SMS to send the reminder.

  4. Click Save.
  5. On the Send SMS modal, select an SMS template and then click Send.

SMS appointment attendance statuses

SMS appointment attendance statuses use a combination of colours and shapes to identify appointment reminder responses:
  • Green circle: Confirmed.
  • Red square: Declined.
  • Yellow/brown triangle: Requires review.
  • Grey diamond: No reply.

These indicators appear on appointment tiles, in appointment confirmation options, and throughout the Appointment Reminders table, including the filters and SMS reply information.

Last updated: 17 September 2026.