Most accuMail messages are automatically matched to a patient, but occasionally you might have to manually match them yourself. To understand why this is the case, we'll first explain how accuMails are automatically matched.

How are accuMails matched to the correct patient?

All accuMails are sent with a unique reference. This unique reference allows our system to identify which emails are replies to previous emails so that accuMails are matched back to the correct patient.

Why are some messages not automatically matched to a patient?

Sometimes there's no unique reference with the accuMail and therefore our system doesn't know which patient to match the accuMail to. This can be for two reasons:

  • The person who responded to your accuMail composed a new email instead of replying directly to the email.

  • The email was sent as a new conversation and not in response to a previous accuMail.

How can I tell if a message isn't matched to a patient?

Unmatched messages will appear in your accuMail inbox with a yellow tag in the place where the patient's name normally is which says 'Patient not found'

How to match messages to a patient

To match a message to a patient, click on the message in your inbox to open it. Once it's open, you will see a yellow banner across the top where the patient details normally sit, as shown in the screenshot below 👇

  1. If the message is about a patient registered at your practice:

    1. Click 'Search for patient'

    2. Search for the patient by typing in the search box and pressing Return/Enter on your keyboard

    3. Select the relevant patient

    4. The banner will change to look like the screenshot below 👇

    5. Click 'Confirm' to finish matching the message to the patient or click 'Change' to search for a different patient.

  2. If this is not about a patient registered at your practice:

    1. We recommend replying directly to the sender and advising them that this patient is not registered at your practice by clicking 'Reply' and/or clearing the message from your inbox by clicking 'Mark as done'.

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