Client Notifications

Client notifications are primarily delivered by email. If you are interested in sending client notifications via SMS, please reach out to support@fullhealthmedical.com for more information on this service.

Clients receive email or SMS notifications under the following circumstances:

  • When they are invited to register for an account created by a provider.
  • To confirm a booking they have made online.
  • To remind them of an upcoming appointment. The reminder interval is customisable in programme group settings. 
  • To prompt clients to complete their pre-assessment questionnaire. Notifications are sent only if the questionnaire remains incomplete within a specified timeframe before their scheduled appointment. This timeframe can be customised in the programme group settings.
  • To inform them that their report has been dispatched and is available to view online.
  • To advise that their report has been updated and re-dispatched.

How to access client notifications

To view a full list of all notifications:

  • Click on Clients / Participants > select Notifications from the drop-down menu.

To view the notifications history for an individual client:

  • From the top bar select the Client/Participant tab > select Clients from the drop-down menu.
  • Enter your search criteria > click Filter.
  • If a client with the specified details exists in the database, the result will be returned.
  • Click on the Client name to open and view their profile.
  • On the left side bar > click Notifications.
  • Click on the Subject to view notification details and history.

SMS notification statuses

SMS notifications will have one of the following statuses assigned:

  • Sent: SMS has been sent from Full Health
  • Delivered: SMS has been delivered to the mobile service provider
  • Failed: SMS failed to be delivered

One common reason for SMS delivery failure is an invalid phone number!

Email notification statuses

Email notifications will have one of the following statuses assigned:

  • Sent: An email has been sent from Full Health
  • Delivered: The email has been delivered to the email service provider

Delivered status limitations:

  • Mail server acceptance: Delivered means the email reached the recipient's server, not necessarily their inbox. It may be filtered into spam or other folders beyond our tracking.
  • Untracked opens: Delivered emails may have been opened by the recipient, however, the recipient's server privacy rules may prevent reporting of this by blocking the tracking pixel.
  • Opened: The email has been opened by the client

Opened status limitations:

False positives: Email tracking often uses tracking pixels (tiny images) to detect opens. However, if the recipient's email client is set to automatically download images, it may trigger an Opened status even if the recipient didn't actively view the email.

Privacy tools: Some recipients use email security or privacy tools that pre-fetch images, including tracking pixels, as a privacy measure. This can falsely signal that an email was opened when it may not have been.

  • Spam: The email has been marked as spam by the email service provider
  • Scheduled: emails sent outside notification schedule hours will be scheduled to be sent at the next notification period start time.