Troubleshooting - unreceived emails

If your patient is not receiving an email message or notification, for example automated appointment notifications, Qnaires, forms (requisition), or portal messages, there are a few things you can check.

Possible solutions	Description
Verify the email address	Make sure you have the patient's correct email address and that there are no typos. For more information, refer to Updating and validating patient demographics.
Confirm the patient’s preferred notification method	Ensure that Email Only or Email and SMS is selected as the patient's notification method. For more information, refer to Setting a patient's preferred notification method.
Have the patient check their email service provider	Depending on the patient's email service provider, for example Gmail or Hotmail, and their settings, the email may have been identified as spam. Ask the patient to check their email filters within their account settings. The patient should also do a search for the email by clicking the search button (magnifying glass) in their email account. They should search all folders including Trash, Spam, Junk, and Promotions. 📌 Notes: If the patient finds the email in their Spam folder, they should mark it as not spam to prevent issues in the future. The TELUS Health support team can check if the patient has unsubscribed or otherwise suppressed our emails. The support team can remove the patient's email from the suppression list so they can receive new emails.
Check for third party filtering	If the patient uses a company email address, there may be other services that block the email. Have the patient consult their IT administrator.

If you are troubleshooting automated appointment notifications, there are additional items you can check.

Possible solutions	Description
Check the appointments notification delivery report for additional information	You should confirm if the email was sent successfully from the CHR. From the patient's appointment, click the Reminders tab. All Scheduled Reminders show as well as Delivered Reminders. If the notification was sent successfully, the issue is related to the patient receiving the notification. You can also see the specific time that it was sent. If the notification failed, hover over the ! icon to see additional details.
Check the appointment status	Reminders are only sent if the appointment status is Confirmed, Booked, Rescheduled, or Action Required at the time the notification is scheduled to send. For example, if the appointment status is changed to Being seen 2 hours before the appointment time, the 1-hour prior notification is not sent.
Check the automated reminder settings for the appointment type	Confirm that the appointment type has a notification enabled for the time you are expecting. For more information, refer to Customizing appointment reminders for an appointment type. 📌 Notes: If you book an appointment after the time the notification is scheduled to send, the notification is not sent. For example, if you book an appointment on the same day, the 1-week prior notification is not sent. If you re-schedule appointments, you should confirm the correct notification time is retained. If you add a new notification to your appointment type, it is not added to appointments already booked. 💡 Tip: You can add or modify a notification for a specific appointment that is already booked. For more information, refer to Managing appointment reminders for a single appointment.

If you’ve followed these steps and the issue remains unresolved, contact the TELUS Health support team through the support chat for more information.

Updated February 26, 2024