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Troubleshooting Consent Form Issues in Phamily

Patients may report problems accessing or completing the consent form. This guide outlines common causes and clear steps to resolve them.

Marquise Lane avatar
Written by Marquise Lane
Updated this week

Problem Description

  • Patient cannot complete the form

  • Message preview shows “Tried to verify”- Note: Email addresses are NOT accepted in the verification fields.


Possible Causes

  • The patient entered their last name or DOB incorrectly

  • The consent link was reused

  • The Patient's Phamily profile has the incorrect last name or DOB


Step-by-Step Solutions

1. Verify Patient Input

  • Ask the patient to verify how they are entering their last name. Make sure there are no spaces before or after the last name. The name the patient is entering, must match what is in Phamily.

  • For names with suffixes, ensure the suffix is in the Suffix field in Phamily (or remove it from the last name) and have the patient re-attempt to submit the form

  • For names with hyphens, confirm the patient is entering both names with the hyphen

  • For non-hyphenated names, confirm the patient is entering both names without the hyphen

  • Ensure DOB is entered in MM/DD/YYYY format- Once the correct details are entered, ensure patients check the necessary boxes and click the 'Sign Up' button to submit the consent form successfully.

  • Encourage patients to double-check their details before submission to prevent common errors.

  • Avoid punctuation marks such as periods, commas, or accent marks while entering the last name.

2. Resend the Consent Form

  • Send a fresh consent link in a new message by adding {{consent_url}} to the message.

  • Include clear instructions to enter name and DOB accurately

  • If the patient faces repeated failures in signing electronically, consider obtaining verbal consent as an alternative. Document the verbal consent in the Phamily system following CCM protocol.


FAQs

What does the 'Thank you' message mean on the consent page?

The 'Thank you' message indicates that the patient has already provided consent using this URL. To confirm the consent status, verify the patient's profile to check for registered consent under Chronic Care Management (CCM). If patients still experience issues, suggest trying to access the form using an alternative device or browser to troubleshoot device-specific problems.

What does "Tried to verify" mean in the message preview?

This means the patient entered incorrect information while trying to access the consent form. Advise verifying the accuracy of the information and checking for extra spaces or unintended characters to address the error.

What’s the correct way for patients to enter their info?

  • Last name: exactly as shown in Phamily

  • DOB: in MM/DD/YYYY format

  • Avoid using special characters or symbols in the last name or DOB fields

What does the Patient see?

Below is an example of the the consent form from the Patient's point of view. Patients will need to enter their last name and date of birth in the appropriate fields, check the necessary consent boxes, and click the 'Sign Up' button to complete the process. Ensuring this sequence can help avoid errors or incomplete submissions.


Need help? Contact Phamily Support at support@phamily.com.

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