What Triggers an Email Notification?
Automatic email notifications are triggered for both patients and referrers whenever:
- A referral's status is changed from New to Booked, Canceled, or Declined
- A referral's appointment date or time is changed
- The text of the referral's "Booking Comments for Referrer and Patient" is changed
Note that simply "Accepting" an eReferral does not typically send an email notification (unless you are in the uncommon scenario that the eReferral is submitted under an eRequest specifically configured to do so)
For an email notification to be sent to the patient, the patient's email address must be included in the referral. Note that you can enter, update or remove a patient's email address at any time by editing the patient demographics within the referral window
Referrers must provide a notification email address as a condition of sending an eReferral, so you can assume one is available for notifications.
Which Email Address is Used?
Once a referral has been sent, there are a number of notification emails that are automatically sent to the patient and the referrer. Determining which email address is the ideal one to use depends on the conditions under which the referral was sent and the nature of the notification.
To clarify some of the complexity, the rules are included below.
The engine will use the following sequential logic and will return the first email it finds:
For notifications involving the referrer of a specific referral:
Condition 1: If an Ocean user is associated with the referral:
- The Referral Notification Email address as set by the Ocean user (Ocean portal -> select username in top right hand corner -> View my Account -> Referral Notification email).
- The Clinical Delegate Email address as set by the user (Ocean portal -> select username in top right hand corner -> View my Account -> Clinical Delegate Email).
- The user's Email Address (Ocean portal -> select username in top right hand corner -> View my Account -> Email Address).
Condition 2: If the referrer provided a specific notification email at the time of sending the referral:
- The notification email provided at the time of the referral.
Condition 3: If the referral was sent from an eReferral custom form within an EMR (e.g. PS Suite):
- The referral notification email configured for the specific user within the EMR's custom form.
- The referral notification email configured for the site within the EMR's custom form.
(see the referral custom form's documentation for more details)
If none of these conditions apply, the notification will fall back to a site-wide notification as determined below:
For notifications concerning a set of referrals, a patient eRequest, or a site-wide notification:
In this case there is no specific referrer to notify:
- The Referral Notification Email address as set by the site (Ocean portal -> Admin tab -> Site Account -> Referral Notification email).
- The Clinical Administrator Email address as set by the site (Ocean portal -> Admin tab -> Site Account -> Referral Notification email).
- The Payer user's email address as set by the site (Ocean portal -> Admin tab -> Site Account -> Payer).
Notification emails are sent to the referrer AND the patient when:
- An appointment date is booked, removed or changed
- Booking comments are added or changed
- A secure message is sent to the referrer (patients do not receive this message)
- The status of the referral changes (i.e. the referral tab changes; exception: from New->Accepted, unless specifically configured to send on Accept) --> This includes declines, cancelations, bookings, etc.
- The referral is forwarded.
Note: notification emails are only sent to the patient when an email address is provided for the patient within the referral (which is only permitted after an acknowledgment of the patient's email consent)
If you would like to disable these automatic notifications, you can do so under Admin -> Site Features -> Automatic eReferral Status Notifications.