Overview

Most survey issues come down to one of five things: the form isn't marked as a post-visit survey, the survey isn't scheduled on the Communication Timeline, the appointment doesn't match the assignments, the channel or template is missing, or the patient can't receive the message. Work through the checks below to find where a survey is being blocked.

Troubleshooting

• If the form behaves like a regular registration form, then open it in Config > Registration and make sure Is this a post-visit survey? is turned on. If that setting is off, the system treats it as a standard form.

• If the survey never sends automatically, then check the timeline. Creating the survey form doesn't schedule it — go to Config > Reminders > Communication Timeline and confirm a Survey event is set up for the correct timing after the visit.

• If the survey only sends for some appointments, then check the assignments. A survey or timeline rule assigned to certain appointment types, providers/resources, or locations only applies to matching appointments.

• If the survey is scheduled but doesn't send, then check that the matching SMS, email, or phone template exists for that channel.

• If a channel won't send, then check whether it's turned off at the matching Location, Appointment Type, or Resource/Provider. If it's off in any one place, the survey won't send that way.

• If a specific patient isn't receiving it, then check their contact information. SMS needs a valid mobile number, email needs a valid email address, and calls need a valid phone number.

• If a patient never receives a channel, then check whether they've opted out. An unsubscribed patient won't receive surveys through SMS or email.

• If everything looks correct but nothing has arrived, then check whether the send timing has been reached. A survey set to send a number of days after the visit won't go out until then.

• If you're not sure what happened, then use the Form Activity Log to confirm whether the survey was only assigned, sent, opened, or submitted.

• If it looks like nothing happened, then check whether the patient is already In Progress — they may have opened the survey without finishing it.

• If results look off, then confirm the correct survey form is the one being used and that staff aren't mixing a regular registration form with a post-visit survey.

• If surveys are sending but completion is low, then review the template wording, timing, and channel choice. The survey may be working technically, but patients may not be responding.

Where to check

• Config > Registration > Forms — confirm the form is marked as a post-visit survey.
• Config > Reminders > Communication Timeline — confirm a Survey event exists.
• Form Activity Log — check whether the survey was assigned, sent, opened, or submitted.
• Patient Info > Assigned Forms — review one patient's survey status.
• Surveys dashboard — review sent, completed, and completion rate trends.