A patient didn't get my email

A patient says an email never arrived, or Salisan shows it as Not delivered. Check the status before you send anything again.

Check these first

1. Read the status. Open the patient's Emails page and open the email. Sending and Sent mean it is still on its way. Delivered means the patient's mail server accepted it. Cancelled means it was stopped before it left, for example with Undo. Under Organization → Emails, Didn't arrive lists the problems for the whole practice.
2. Check whether sending was blocked. A warning strip on Emails and Requests says No email address on file or that the patient has opted out of email. Add the address in the patient file. Change the opt-out only if the patient asks. A patient can also stop emails with the link inside an email, and the patient file then says Stopped by the patient.
3. If it says Delivered, check the patient's side. Ask the patient to check the junk folder and to confirm that you have the right address. Delivered does not mean the patient read it, and Salisan does not track opens.
4. If it says Not delivered, follow the reason. Salisan names the cause and offers one action:
   • Fix address when the address does not exist or has refused earlier emails.
   • Send again when the mailbox was full or the patient's server did not accept it in time.
   • Write a new email when the content was refused, for example because an image is over 1 MB or was not uploaded to the email.
5. If it says Unconfirmed, ask first. Salisan lost track after sending, so the patient may already have it. Ask the patient before you choose Send again anyway.
6. If it says Marked as spam, do not resend. Salisan will not send that email again. Other emails to the patient go out as usual, so reach them another way for this one.

After two failed attempts the patient's page shows Patient unreachable. A request link travels by email too. Use Remind on the waiting request instead of creating a second one. See A patient's link doesn't work.

If it still doesn't work

Open Help & support from the email's page. See Contact support.

Send the time you sent it, the status and the reason line, and whether you changed the address. Do not send the patient's name or email address, or a private patient link.

See also Patient messages.