Rhinogram: Patient Not Receiving Text

If a PDM user (provider, admin, etc.) messages a patient and the patient does not receive the text, check to see if the Rhinogram-generated message failed. “Failed” will appear under the sent message. This indicates a Rhinogram problem that should be reported to PDM IT, who will then relay it to Rhinogram Support.

If the message does not display the "Failed" indicator, one of the following is most likely:

1. Patient blocked PDM phone number (215-898-8965) or PDFP phone number (215-898-7337).
2. Patient texted “STOP” and messages from Rhinogram cannot go through until the patient replies back “UNSTOP”.
3. Patient’s phone settings otherwise prevent them from receiving texts from the PDM/PDFP number.
4. Patient’s phone carrier blocks application-to-person (A2P) messaging. (Currently the case for T-Mobile, but other carriers are beginning to implement blocks.)

Who can resolve this problem? If the message Failed, Rhinogram Support can resolve. If the message did not fail, the patient must resolve.