For months I’ve been pushing eCW to address the issue where same-day appointment reminders are being delivered AFTER the patient’s appointment.
Responses thus far include
1) The same-day appointments will be given higher priority on the eCW SMS servers
2) The eCW SMS servers are overloaded and cannot process the requests fast enough
3) The eCW SMS servers only keep 48 hours of logs and thus cannot be diagnosed for problems
I can understand the first two - these can be resolved by adding greater server capacity.
But the third response is pure lazy.
There is no reason to delete log files after 48 hours.
Also, purging the log files could result in a lawsuit due to a failure to maintain patient safety standards.
I can imaging a situation where a patient misses their reminder for a Friday appointment, before a long weekend. Then run out of medication on Sunday. Cannot reach the clinic and have a crisis. We’re not aware of the missed communication until Tuesday morning. We report this to eCW and BOOM ... they cannot locate their logs to confirm what happened because they delete such things after 48-hours.
This situation could easily be resolved by adding drive space. Or, if it’s a database performance issue, archive to other systems after 48 hours - but don’t delete these logs. There is huge significance to them.