Patient Appointment Request not Received in NextGen EHR and PM Inbox

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 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

Messaging Issues

Patients can ask questions to providers by clicking Ask a Question. The Ask a Question button is available on the home page, Message page, and the navigation bar of NextGen® PxP Portal. Providers or staff members receive the patient message in NextGen® Enterprise EHR Inbox, under the respective Inbox category: Question > Communication Appointment > Appointment Request Prescription > PrescriptionNote: Prescription category to receive patient messages is not present in NextGen® Enterprise PM Inbox. You can encounter issues such as message not being received in NextGen® Enterprise EHR and NextGen® Enterprise PM. You can use the information in this section to address messaging request issues and find solutions. Patient messages are not received in NextGen EHR and PM Inbox You can perform the necessary checks to troubleshoot patient message failures in NextGen® Enterprise EHR and NextGen® Enterprise PM. Verify External locations are mapped in site generator You can use the Interface Setup s

Patient Experience Help

Patient Did Not Receive an Invitation

If the patient does not receive an enrollment invitation, you should check the following: You need to verify that correct PxP Agents are running in PxP Portal Integration Tool (PPIT). You need to verify that the patient email address is removed from the Email Communication (Opt Out) section from Site Generator. You can search for, view, and resend the failed patient invitations from Practice Portal. Verify the following configurations in Site Generator before sending a patient invite. Enable the following solutions on the Manage Your Online Solutions page: IHG Integration API 2.0 Patient ActivationNote: The Don't send invitation emails check box on the Patient Activation page must be cleared. Ensure that users and providers are mapped. Verify if the configuration is affecting a single practice staff member and all patients. Verify if the configuration is affecting a single patient. Ensure that all the patient information fields are correctly entered by the practice to send an invite th

Patient Experience Help

Enrollments Issues

To access NextGen® PxP Portal, patients must complete their enrollment and create an account in NextGen® PxP Portal. You can send an enrollment invitation email to patients from NextGen® Enterprise EHR or NextGen® Enterprise PM. The patient can click the invitation link in the email and complete the enrollment in NextGen® PxP Portal. You can encounter issues such as patient not receiving invites NextGen® Enterprise EHR, failed invites and their pre-verification. You can use the information in this section to address any enrollment issues and find solutions. Patient Did Not Receive an Invitation You can perform necessary checks to rectify the patient invitation failures. Resend a Failed Patient Invitation You can locate the failed patient enrollment invites and resend new invites. Check Enrollment Issue for Single Staff Member Enrollment issues can affect a single staff member of a practice and all users. Verify PxP Agents Running in PxP Portal Integration Tool (PPIT) You can confirm if

Patient Experience Help

Form is not present in the Patient Chart

You need to confirm that the following criteria are verified: Is this happening for all patients or just one patient? Is this happening for all published forms or just one form? Is the patient registered on NextGen® PxP Portal? If the patient is not registered on NextGen® PxP Portal, has the patient completed a PreCheck form? Note: Patients can complete Precheck Patient Engage forms without enrolling into NextGen® PxP Portal. Did the patient submit the form? Note: You can search for the patient in Practice Portal to check the completed forms submitted by the patient on the Custom Forms page. Is it the PDF of the form that is not updated in the patients' chart? Is default Location and Provider set in PxP Portal Integration Tool (PPIT) under Practice Configuration? Locate the forms that are not sent to NextGen® Enterprise EHR. Locate the forms that are published on NextGen® PxP Portal on the Forms Configuration Utility window. In Site Generator, ensure to put filters on every form that i

Patient Appointment Request not Received in NextGen EHR and PM Inbox

Recommendations

Appointment Requests Issues

Patient messages are not received in NextGen EHR and PM Inbox

Messaging Issues

Patient Did Not Receive an Invitation

Enrollments Issues

Form is not present in the Patient Chart

Patient Appointment Request not Received in NextGen EHR and PM Inbox

Appointment Requests Issues

Patient messages are not received in NextGen EHR and PM Inbox

Messaging Issues

Patient Did Not Receive an Invitation

Enrollments Issues

Form is not present in the Patient Chart