We are currently updating the OP Help Center content for the release of OP 19, which is a member of the certified OP 14 family of products. OP 19’s official version is 14.19.1, which you may see in your software (such as in Help > About) and in the Help Center tabs labeled 14.19. You may also notice that the version number in content and videos may not match the version of your software, and some procedural content may not match the workflow in your software. We appreciate your patience and understanding as we make these enhancements.

How can I make sure PMX alerts go through to patients?

  • Try to persuade your patients from having the cell phone as the call method of contact. If need be, text messages are much more reliable.
  • Remind patients that a missed call more than likely has to do with an upcoming appointment. If they receive a missed call, they should call back ASAP.
  • If you notice a pattern of missed alerts, please gather as much information as possible and contact Office Practicum Support. We can contact our third-party vendor with specific examples and find exactly where the problem is occurring.

Troubleshooting PMX Alerts

There are a few reasons why an alert from the Patient Message eXchange may not go through to the patient.

  • The specified notification type is set to Cell Phone. Cell phones have a tendency of not being 100% reliable with how they operate. Sometimes our system:
  • Will think a cell phone picks up when it doesn't.
  • Can't navigate the voicemail system and considers the call to have gone through, when it never did. 
  • Leaves the patient with a missed call with no message.
  • The Spam folders may also be blocking the alert from being sent to the patient. Notify your patients to set up their address book to allow your practice's emails if they are being blocked.
  • Your ISP may be blocking the communications from being sent out. This is different from Spam folders blocking an email. You will need to contact us if you notice that none of your alerts are being sent out.
  • Reply to phone number contains characters other than numeric values or the phone number is invalid. Check the Reply To number in PMX by accessing Activities > Patient Message eXchange > Telephone tab.