Therapist notifications

Therapist Notifications is a tab under Admin that shows the notifications the platform has sent to clinicians. It is available to you if you have administrator access.

Where most notification settings decide whether a notification should be sent, this tab shows what actually happened afterwards. It is the place to look in cases where a user believes they have not received a notification that they should have. This page covers notifications sent to clinicians in the portal, not the notifications and reminders sent to patients.

Which events create a notification

Which events notify clinicians is controlled by the setting Notify therapists for the following events, in the Therapist group under Configurations. If an event you expected is missing from this log, we suggest checking that setting first, and you can read more on this here: Settings: Configurations.

Filtering the list

To sort through the list, you will find some filters at the top of the page:

• Organization – this is displayed for those working in a management organisation, in order to narrow the pool to a single organisation.
• All types – the kind of event. You can filter on flagged responses (critical score), messages, new responses, feedback messages, check for surplus, and missing registration.
• All statuses – you can filter on created, sent, not sent, invalid and canceled.

The results below will update as soon as you change a filter.

Reading the results

The filters you have configured will be applied to the list shown on this page. Each row represents one notification, sorted into:

• Timestamp – when the notification reached its current status. If it is scheduled to go out later, a second, fainter time is shown underneath for when it is due to be sent.
• Therapist – the clinician who was notified, with their identifier underneath.
• Patient – the patient the notification concerns, shown as an identifier. If you have access to patients you can select it to open the patient page in question. Note that if you are working in a management organisation, you will see the identifier only, because the patient record belongs to another organisation.
• Type – the event that triggered the notification.
• Status – see below.
• Channel – how it was sent, with the address or phone number used underneath, or the reason it could not be sent. Multiple means more than one channel was used.

What the statuses mean

• Created – the notification is queued, and not yet sent. This is normal behaviour for a notification with a later send time.
• Sent – the notification has been handed over to the email or SMS provider.
• NotSent – the notification could not delivered. The channel column usually explains why.
• Invalid – the notification could not be sent because the recipient details were unusable, for example a missing telephone number.
• Canceled – the notification was withdrawn before sending, for example because the underlying event no longer applied.

Investigating a missing notification

If you believe some users are missing a certain notification, we suggest firstly filtering by type and checking whether an entry exists at all. If not, the event is probably not selected in Notify therapists for the following events.

If an entry exists, you can then check the Status. Sent means the platform delivered it and any potential issue with delivery lies further on, such as a spam filter. Importantly, Sent records the successful handover to the email or SMS provider, and does not necessarily prove that the message was opened or read.

For NotSent or Invalid statuses, you can read the text under Channel. A missing telephone number or email address on the clinician’s user is the most common cause, and is corrected under Users.