| Note: this feature is only compatible with Best Practice and is not yet available to all practices. If you are interested in activating No Action Results, please reach out to customersuccess@hotdoc.com.au |
Question
Why has a No Action Results message not been sent to a patient?
Solution
There are a number of reasons why the patient may not receive a No Action Results message:
- Requested tests are outstanding and need to be marked as 'returned'
- One or more results for the given Performed date have not been checked
- One or more results for the given Performed date have been checked as "Under specialist care"
- One or more results for the given Performed date have been checked with an action other than 'No action'
- The patient is unable to receive an SMN
1. Requested tests are outstanding and need to be marked as 'returned'
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A No Action result message cannot send until all requested tests within a year prior to the Performed date (inclusive) have been marked as returned. |
Results will remain In Progress - Waiting for results while we wait for requested tests to be marked as 'returned'.
The Result details will provide further information about the outstanding requested tests. For more information, please see:
If the message has not sent within the expiry window set in your 'Results: No Action' Template settings, it will be marked as Done - Expired waiting for results
If you would like to send a message for a No Action Result that has expired, you can always restart the sequence. See: How do I restart a recall sequence?
2. One or more results for the given Performed date have not been checked
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All results for a given performed date must be checked as requiring 'No action' before a No Action Results message will send. |
Results will remain In Progress - Waiting for results while we wait for all inbox items for a performed date to be checked.
The Result details will provide further information about the outstanding requested tests. For more information, please see:
If the message has not sent within the expiry window set in your 'Results: No Action' Template settings, it will be marked as Done - Expired waiting for results
If you would like to send a message for a No Action Result that has expired, you can always restart the sequence. See: How do I restart a recall sequence?
3. One or more results for the given Performed date have been checked as "Under specialist care"
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Results marked as Under specialist care and No action, will not receive a No Action result message to avoid any patient confusion. |
4. One or more results for the given Performed date have been checked with an action other than 'No action'
| A No Action Result message will only send if all results for a given Performed date are checked as 'No action' in Best Practice. See: How do Results Templates and Sequences work? |
5. The patient is unable to receive an SMN
Patients will only receive one SMN for No Action Results. If we cannot contact the patient via mobile, no message will be sent. This may be because:
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- They do not have a valid mobile number on file
What happens to a recall if a patient has an invalid mobile number? - They fall outside of your clinic's age limit settings for receiving Recalls/Results messages
How can I stop Recalls from sending to an age group? - They have opted out of receiving Recall/Result SMSs via HotDoc
Can patients opt out of recall SMS notifications?
- They do not have a valid mobile number on file
If the message has not sent within the expiry window set in your 'Results: No Action' Template settings, it will be marked as Done - Expired unable to send SMN
If you would like to send a message for a No Action Result that has expired, you can always restart the sequence. See: How do I restart a recall sequence?
| To remove No Action Results from your 'To action' checklist, when the patient cannot be contacted via mobile, please turn off the Template setting: Show in the 'To Action' tab if SMN is unable to send |