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 message routing rule.
- Check NextGen Enterprise for patient message:
- Check NextGen® Enterprise EHR and NextGen® Enterprise PM for message:
- In NextGen® Enterprise EHR and NextGen® Enterprise PM, open the recipient's inbox and check for the message.
- Check PXP Connector service for any error messages for the day time when patient has sent message.
- Use a test patient, and send a message from NextGen® PxP Portal using same selections as patient example.
Note: If you have verified all the steps and patient messages are still not received in NextGen® Enterprise EHR and NextGen® Enterprise PM inbox, contact NextGen Support.
