When a message is sent
When a message is sent (SMS or Email) Abtrace gets an immediate response from the network/carrier if it has been accepted to go out for delivery. When accepted by the network/carrier, we put a copy of the message in the notes, along with the chosen invitation codes. The majority of patients then receive their messages over the following few minutes. Some will contact the practice promptly, so it is important that a copy of the message is in the notes immediately.
Immediate failed sending
Occasionally, the network/carrier rejected the message immediately (for example invalid number). We note this in the execution report, and do not save the message/invitation codes to the patient's record in this instance.
Delayed failed sending
In a small minority of cases, the message is accepted by the network/carrier, but they then cannot immediately deliver it (for example, the patient's phone is off, or an issue with the network). They may try again for a period of time (can be several days).
Eventually the carrier/network may stop retrying, and will send Abtrace a message that delivery has failed. Abtrace collates these into a digest, and emails a list to the sending practice.
Abtrace does not remove/mark in error the previously entered message copy and codes in the patient's EHR as per guidance which limits the removal/redaction of data from the record. We leave it to practices to action the digest list provided daily.
This is common across all messaging systems. We expect this to happen rarely, if practices experience high numbers, please do reach out to Abtrace Support.
