Our new Mend Notification feature embeds communicates delivery status, reachability, and offers quick troubleshooting tools directly into the appointments workflow.
- What It Does: It provides at-a-glance visibility into whether patient notifications were successfully delivered. This centralized audit shows a full communication history, while providing tools allow staff to instantly resend messages or update patient contact information.
Why It Matters: Users can resolve communication gaps in minutes by eliminating guesswork about failed messages. By fixing issues proactively, staff can reduce no-shows and protect patient engagement.
NOTE: To access the new notifications audit feature, you will need to reach out to your organization's Implementation Specialist for details.
Where will I see this on Mend?
The most prominent area this can be seen will be with the new Notifications column on your dashboard widgets. (Please note that this feature will only be available on our new dashboard, not on our old dashboard)
You can also find it in the Actions Menu on the Appointment tab
There will be a new Notification Audit button to the left in the appointment details page of visits as well
Both Patient and Provider profile pages will also have the option to view the Notification Audit from the Actions menu in their appointments
How do I interact with this feature?
Here's what the Notification Audit page will look like after clicking the "Notification Audit" button with the steps provided above. You can resend notifications from this page using the "Resend" button to the right.
You will be able to view specific information and content regarding SMS messages from here, by clicking the down arrow to the left on the notification log itself.
This can also be done with Email, and you will be able to view the entire content of said email from this page.
If a text notification was suppressed, you will be alerted to it on this page.
Clicking on the Queue tab near the top you can also see the queue for when notifications are scheduled to send out before they are sent.
You will be alerted to if an appointment was specifically scheduled with notifications turned off both on the Dashboard and in the Audit page itself.
You will be able to review and manage contact information as well, seeing what avenues a patient can be reached and what contact information and notification preferences are currently on file for this user, and change it if need with the pencil icon to the right of the contact information
FAQ
Q: If a patient replied STOP/Suppressed their text notifications, what should staff do?
A: Instruct the patient to text START to 58138.
Q: Does “Resend” work immediately?
A: Yes, however pending or suppressed messages keep the action disabled.
Q: What if a patient updates contact info mid-visit?
A: Changes through the Summary Panel do refresh once changes take place. However, staff may need to refresh if they were already in a visit sidebar.
Q: How is reachability calculated?
A: Email and phone must be valid, email, text, and voice preferences must be enabled, delivery must not have errored/bounced, and the user must not have replied STOP to a text notification.