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My patient didn’t receive their Intake Form: A troubleshooting guide

Hello, fellow detectives! 🕵️️🔍 Do you have a patient who did not receive their Intake Form? We’ve put together this troubleshooting guide for you to help you investigate.

Looking for more general info about Intake Forms? Check out our Intake Forms and Intake Form FAQ guides.

Please note that only Full Access users can create and edit Intake Forms.

Does the patient have a valid email and email notifications enabled in their Patient Profile?

Does the patient have a valid email address on their profile? Does the profile have Email notifications for new, cancelled, and rescheduled appointments enabled?

A valid email address and appointment notifications are required for an automatic Intake Form to be sent to your patient.

Does the patient’s Messages tab show a Complaint, Bounced, or Bad Recipient status on an attempted notification?

In the patient’s profile, under their Messages tab, do any notifications have a complaint, bounced, or bad recipient status?

These statuses indicate that Jane ran into an issue when attempting to deliver a notification to your patient.

For additional info on these statuses and how to resolve them, check out our Message Log guide.

Is the intake form set to send automatically or manually?

In the Intake Form settings, which can be found in Settings > Forms & Surveys > Intake Forms > Edit on the form, is the form set to Automatically prompt patients who have not completed this form?

screenshot of intake form settings

If a form is set to send manually, it must be sent administratively from the Patient Profile by using the Email button in the Online Intake Forms section of the profile.

For automatic Intake Forms, does the Appointment Type match the patient’s appointment?

If the Intake Form is set to Automatically prompt patients who have not completed this form, does the appointment that was booked for the patient match the appointments selected in the Appointment Type tab of the form?

screenshot of intake form settings

Has the patient reviewed their Thanks for Booking and Appointment Reminder emails?

Sometimes patients don’t know that their Intake Form is included in their Thanks for Booking and Appointment Reminder emails so they’re looking for a separate email specifically for the form. You can let patients know that the form will be included in their appointment emails with a button to Fill Out Intake Form.

screenshot of thanks for booking email

Has the patient already filled out this Intake Form in the past?

You can check the patient’s profile to see if they’ve completed this form in the past.

screenshot of completed intake form in patient profile

Jane will not prompt a patient to complete an Intake Form again if they have already done so in the past. However, if you need patients to complete the same form again after a specific time period, you can change the Require for new and existing patients or Valid for setting for your Intake Form.

Was the Intake Form linked to an appointment booked retroactively for a date that has already passed?

If you’ve booked an appointment retroactively for a date that has already gone by, then Jane will not send an intake form automatically. However, you can send the intake form manually from the patient’s profile by clicking the Email button in the Online Intake Forms section.

screenshot of email button for intake form

We hope you feel like a confident “form-ensic” expert now, but if you still need help with your investigations, please contact us as we’d love to help.

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