Messaging Issues

Patient Experience Help

Patient messages are not received in NextGen EHR and PM Inbox

If you are not receiving patient messages in NextGen® Enterprise EHR and NextGen® Enterprise PM, confirm that the following criteria are verified: Is this happening for all patients? Is this happening for all locations? Is this happening for all providers or staff? Is the patient a registered NextGen® PxP Portal patient? What has the patient selected when composing the message? Which Ask a Question did the patient select? Which provider or staff did the patient select? Which location did the patient select? Confirm that the outbound message from NextGen® PxP Portal is successful. Are the external locations are mapped in Site Generator? Does the provider or staff chosen by the patient have an external mapping in Site Generator? Are correct PxP Agents running in the PxP Portal Integration Tool (PPIT)? Does a routing rule exist in PPIT? Note: You can view the routing rules in the Message Routing window of PxP Portal Integration Tool (PPIT). Confirm if valid recipients are listed for the m

Patient Experience Help

Appointment Requests Issues

Patients can send secured appointment requests to you with their preferred location, provider, and appointment time. You can use the Request an Appointment option under Appointments in NextGen® PxP Portal to choose a preferred time and reason of visit for a specific location. Provider or staff member receives the patients' message in NextGen® Enterprise EHR and NextGen® Enterprise PM inbox under Appointment Request. You can encounter issues such as message requests not being received in NextGen® Enterprise EHR and NextGen® Enterprise PM. You can use the information in this section to address appointment request issues and find solutions. Patient Appointment Request not Received in NextGen EHR and PM Inbox You can perform the necessary checks to troubleshoot Appointment Request failures.

Patient Experience Help

Patient Appointment Request not Received in NextGen EHR and PM Inbox

You need to confirm the following criteria by using a test patient and sending a message: Is this happening for all patients? Is this happening for all locations? Is this happening for all providers or staff? Is the patient a registered NextGen® PxP Portal patient? Which location is selected by the patient while composing the message? Are external locations mapped in Site Generator? Does the provider or staff chosen by the patient have an external mapping in Site Generator? Are the Correct PxP Agents running in the PxP Portal Integration Tool (PPIT)? Note: Under the Patient Portal solution in PxP Portal Integration Tool, confirm that the status for Inbound Appointment Request is Running Does a routing rule exist in PPIT? Note: You can view the routing rules in the Message Routing window of PxP Portal Integration Tool (PPIT). Confirm if a routing rule exists for a patient selection and if it has valid recipients. Note: If you have verified all the criteria and patient appointment reques

NextGen® PxP Portal Provider Guide for NextGen® Enterprise EHR

Managing Appointment Requests from NextGen® PxP Portal

You must ensure that appointment features are set up correctly in File Maintenance so that you can view and respond to appointment requests that patients send from NextGen® PxP Portal. For more information on setting up and using appointment scheduling with NextGen® Enterprise PM, go to NextGen Healthcare Success Community and download the Appointment Scheduling User Guide for NextGen® Enterprise PM. You can view all communication sent and received through the NextGen® PxP Portal in a single view for the selected patient, by turning on Patient-Specific View. The count of unread or unsent messages in the Communications, Prescriptions, and Appointments folders refreshes every time you switch between the full view and patient-specific view. You can use the Display list to filter and review specific timeline messages. By default, the last three months messages are displayed. Depending on your licensing and configuration options, you can do the following: Accept or respond to appointment re

NextGen® PxP Portal Provider Guide for NextGen® Enterprise PM

Managing NextGen® PxP Portal Appointment Requests

The Appointments category in the Patient Portal Mailbox enables you to view and respond to the appointment requests that patients send from NextGen® PxP Portal. You can use the Display list to filter and review specific timeline messages. By default, the last three months messages are displayed. You can see all communication sent and received through the NextGen® PxP Portal in one view for the selected patient, you can select the Patient-Specific View toggle. The count of unread or unsent messages in the Communications and Appointments folders refreshes every time you switch between full view and patient-specific view. Depending upon your licensing and configuration options, you can: Accept NextGen® Enterprise PM -Integrated appointment requests. Reply to NextGen® Enterprise PM -Integrated appointment requests. Accept Non- NextGen® Enterprise PM Integrated appointment requests. Reply to Non- NextGen® Enterprise PM Integrated appointment requests. Ensure that the appointment features ar

NextGen® PxP Portal Provider Guide for NextGen® Enterprise EHR

Reply to Non-Integrated Appointment Requests

Before you begin For NextGen® Enterprise messages to reach NextGen® PxP Portal, you must ensure the following in Site Generator: Patient Messaging online solution is active Provider's are configured in Administrator Setup/Access Location is configured in Interface Setup For more information, go to NextGen Healthcare Success Community, and download the Site Generator User Guide for NextGen® PxP Portal. You must also ensure that appointment features are set up correctly in File Maintenance. If your practice has enabled the real-time schedule feature, patients can select an available time slot and book the appointment themselves. For more information on appointment scheduling, go to NextGen Healthcare Success Community and download the Appointment Scheduling User Guide for NextGen® Enterprise PM. If your practice chooses not to integrate NextGen® PxP Portal with appointment events and resources, your scheduling staff can manually match the time requested by the patient with the available

Messaging Issues

Recommendations

Patient messages are not received in NextGen EHR and PM Inbox

Appointment Requests Issues

Patient Appointment Request not Received in NextGen EHR and PM Inbox

Managing Appointment Requests from NextGen® PxP Portal

Managing NextGen® PxP Portal Appointment Requests

Reply to Non-Integrated Appointment Requests

Messaging Issues

Patient messages are not received in NextGen EHR and PM Inbox

Appointment Requests Issues

Patient Appointment Request not Received in NextGen EHR and PM Inbox

Managing Appointment Requests from NextGen® PxP Portal

Managing NextGen® PxP Portal Appointment Requests

Reply to Non-Integrated Appointment Requests