We have moved over from Pearl to Dentally and have noticed that patients who have previously opted out of marketing aren’t getting recalls? As recalls aren’t marketing I’m wondering how we rectify this?
+14- Community Manager
- 280 replies
Hi
You’re right: recalls aren’t marketing. In Dentally (and under GDPR), recalls and appointment reminders are essential healthcare communications, so a patient’s marketing opt-out shouldn’t block them. When recalls don’t go out after a migration, it’s almost always down to contact preferences.
Let’s try a few quick checks on one affected patient:
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Details tab → Communication methods: Make sure Email and/or SMS are set to Yes and the address/number is valid. If these are set to No, the patient won’t get recalls even if you hold their details.
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Recall method: Confirm it’s set to the patient’s preferred channel (Email/SMS/Letter), not “None”.
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Recalls tab: Check there’s a due date + interval so they’re eligible, and that your recall workflow is enabled.
If several patients are affected from the Pearl import, it may be a mapping issue where communication methods were switched off. Let me know if any of the above works, otherwise I’ll ask our Support team to reach out so they can look into this for you. 😊
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