Is there a users guide on the Carestream SMS service explaining:
1. What is the expected elapsed time from sending an SMS from R4 to the patient receiving the SMS (is this 24 hrs a day or are SMS's held over night?)
2. How often are return status reports created? (we appear to get two identical reports one about 02h30 and the second 14h00 each day - they tend to be identical apart from the 'invoice' number)
3. Why do many of the SMS returned results have a message <ENTITY_ID> of 0?
4. Why does the R4 Task Scheduler service frequently stop when attempting to run the 'Check SMS Responses' task?
Thanks in advance
We do not have a user guide containing this information, however, I've contacted our SMS supplier Healthcare communications and got the following answers:
1. When the text messages leave the R4 system the message go to the servers where they are held in a queue to be sent. They expect Text messages to get to the patient in around 2 hours. However, depending on how long the queue is, this could be longer.
2. The reports are created twice a day, the 2nd report is showing you any changes since the first run, so unless you have had any changes since the morning report it will always be the same.
3. Healthcare Communications advised me that <ENTITY_ID> is a patient reference number. if their system doesn't recognize or doesn't contain the number it replaces it with a default of Zero.
4. The R4 Task Scheduler service should not frequently stop, I would recommend calling the R4 helpdesk for help with this on 0845 230 2451.
Hope that information was useful to you.
Application Specialist for Carestream
on number 1. They are not held over night, as soon as they go to the text company they go into a queue to be sent. if there was no queue at all they would be sent straight away, but because there is always a queue this is why we expect them to take around two hours. If the queue was really long from lots of other practices sending their texts at the same time, it could extend that time.
On number 3, this is a patient reference number, but it is generated from the text company. this is not generated by R4 and so your are correct it has no correlation to R4s patient number.
hope that clears things up.