Here's a list of some commonly asked questions (FAQs) in relation to Patient Portal.
My Patient Portal isn’t working, what do I do?
We’re sorry to hear that. If you’re having technical issues with Patient Portal then you can contact our support team via the Live Chat button within EXACT (Available v13.400+), Email or Phone.
A Patient has made an error on one of their forms – how can I re-send the form to correct it?
If it’s a form you can manually edit in EXACT then you can still do this. Alternatively, re-request the form for the patient to fill in, see How do i request forms on Patient Portal?
How do I know if a Patient has arrived using the Self Check-in feature?
They will be in the Arrivals Tab of your appt book. Also if they have completed all forms then you’ll get the usual ‘stickman’ icon on the appointment whereas if there are forms outstanding there will be a ‘target’ icon instead.
How can I see what forms the patient has completed before arrival?
You could either check where the forms would be saved on the patient’s file or you could use the ‘Jump to Portal' button to see their progress, see below:
How do patients access their portal?
Patients access their portal using a link which they can use on their phone, laptop or other personal device. You can add the portal link to SMS' and emails using the merge field [patient.portalURL]
How and when are forms added to a patients portal for them to complete?
When automatic appointment reminders are sent, if the merge field [patient.portalURL] is present in the email or SMS Exact will check which forms the patient needs to complete for their appointment and send them to the portal automatically.
When we turn on Patient Portal we add templates to your reminders which contain the merge field. If you want to use your own templates you just need to add the merge field to your existing templates. You can add the merge field to all three appointment reminders, or just one.
Where are forms saved after a patient completes them?
Patient Demographics, Terms & Conditions and Contact Consent are all saved on the contacts tab
Medical history forms are saved on the Medical tab
Oral Health/Smile Surveys are saved under Oral Health on the Chart tab
How to NHS forms link with a patient’s course of treatment?
Completed FP17PR & FP17PRW forms will link to the patients NHS course of treatment when the NHS COT is opened (as long as it’s opened on the same day as the patients appointment).
These forms do not expire.
EXACT saves a patient’s NHS form and links it to a course of treatment for you when you create it and updates the exemption fields automatically.
You can view the patient’s form from the exemptions window.
Does Patient Portal work with Family Appointments?
Using Patient Portal with the family appointments functionality is currently not compatible. It will send an appointment to the head of the family but only with their Portal link and not the other family members. Until we have updated this functionality you will need to book single appointments for each patient.