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My Client or Patient Didn't Receive their Survey: A Troubleshooting Guide

Did your patient not receive their COVID-19 Screening Questionnaire? Here’s a quick guide to help figure out why this might be the case. Though if you’re looking for information on how to set your surveys up, here’s our general guide on Clinical Surveys.

1️⃣ Check to make sure the survey is enabled

🙄We felt that eye-roll! This one might sound obvious, but sometimes clinics accidentally disable settings. You can double-check with a Full Access Account under Settings > Clinical Survey > Edit Settings

2️⃣ Check if they’ve filled out another survey within the last 24 hours, or within the survey window.

Jane is very cautious about over-emailing patients, so if the patient has already completed another survey for your clinic within 24 hours of their appointment (ie. if they came in yesterday as well), or within the survey window if your survey is set to send more than 24 hours in advance– they will not receive an additional survey for that time period.

💡 Hint: the survey window is whenever you’ve set your survey to send, up until 10 minutes before the appointment. You can double-check when your survey is set to send with a Full Access account under Settings > Clinical Surveys > Edit Settings.

If your survey is set up to send 2 hours before the appointment, your survey window would be 2 hours up until 10 minutes prior to the appointment– so in this case, Jane would look at the 24 hours. However– if your survey is set to set to patients 36 hours before the appointment, your survey window would be 36 hours up until 10 minutes before the appointment.

So for example, let’s say your patient has a Massage Therapy appointment at 2 pm today, and a Chiropractic appointment at your clinic at 3 pm. If your survey is set to send to patients 2 hours prior to the appointment, and your patient completes it immediately upon receipt, Jane will not send the patient a second survey for their Chiropractic appointment since they have already filled out another survey within 24 hours.

If you have access to this patient’s charts, that’s where you can check to see if they filled out the survey recently, as well as at what time they filled it out.

3️⃣ Check if the appointment was rescheduled

If you click on the appointment and scroll down to the History & Status section of the appointment panel, you can see if the appointment was rescheduled, and if a survey was already sent out for this appointment. If the survey says “completed” and the date listed is earlier than the appointment time (For example, if you see “Completed 4 days ago” go but appointment is today)– then this means that the patient had already completed the survey prior to the appointment being rescheduled.

As mentioned, Jane is very cautious about sending too many emails to a patient, so if the patient has already completed their survey for an appointment– she will not send them another survey.

If you find yourself in this situation again where the patient has completed the survey– but you need to reschedule the appointment, we would recommend cancelling the current appointment and rescheduling a fresh one. That way Jane won’t think her survey work is already completed!

4️⃣ Check the treatment settings

Because version one of this feature was intended specifically to help clinics pre-screen in-person appointments for COVID-19, the surveys will only be sent to patients who have booked an appointment that is set as “in-person” in the treatment settings


In a pinch?

When in doubt– we recommend calling your patient to pre-screen them. The survey is only accessible through the link sent to the patient in their email, so you will want to create a chart entry in the patient chart.

But first, you’ll need to create the template, so head to your staff profile and click Chart Templates > New Chart Templates. Then if you click the little grid beside the Add item button, you can click Templates at the top to look through the template created by other staff at your clinic, or Template Library to look through the templates shared by other members of the Jane Community. If you’d like to use Jane’s default screening questionnaire– just make sure you include the word “default” in your search.

gif of template library search

Screening the Patient:

When the time comes to screen the patient, head to their profile > Charts > Add Chart Entry, and select the template. Then you can just read the questions out to the patient over the phone and fill out their answers!

Just note that if the practitioner filling out the chart is different than the one who created the template, they will first want to ensure that the template is enabled in their settings so they will see it in that dropdown menu:

gif of enabling chart template

Still not sure why your survey didn’t send? We can help!

If you head back into Jane and Need Help? in the top right, you can send us an email.

When writing to us for help, if you’re looking for help investigating a specific case, we need to know where to look – so please ensure that you provide us with a link to the patient profile (see GIF below), as well as the date and time of the appointment for which your patient didn’t receive their survey.

Please do not include the patients first or last name in full– just the initials and the link to their profile will get us where we need to go 👍

how to get the patient URL