Problem Description
Care managers may not see Care Plan links in Phamily or may receive reports from patients that Care Plan links aren't working.
Potential Reasons for the Issue
Care Plan links are not displayed in Phamily by design
Links expire 48 hours after being sent
Patients may be entering incorrect information when trying to access the link
Patient must tap download at the bottom of the thread after entering their Last Name and DOB
Steps to Ensure Care Plan Access
Reshare the Care Plan Link: Resend the care plan link to re-establish access.
Verify Date Format for Authentication: Confirm patients enter their date of birth in the YYYY-MM-DD format.
1. Verify Link Expiry
Check when the Care Plan was sent. If it’s been over 48 hours, the link has expired and must be resent.
2. Confirm Patient Input
Ask the patient to double-check:
Their last name matches what's in Phamily
Their date of birth is entered in the YYYY-MM-DD format
Ensure the format YYYY-MM-DD is clearly explained to avoid input mistakes.
3. Guide the Patient Through Access
Once the patient enters their name and DOB, they’ll see their message thread with the care team. To open the Care Plan, they must tap "Download" at the bottom of that page.
FAQs
Why can’t I, the Care Manager, see Care Plan links in Phamily?
Care Plan links are hidden by design and not visible in the platform. Only patients can access them directly via the message.
Do Care Plan links expire?
Yes, they expire 48 hours after being sent.
Can patients access Care Plans after the link expires?
No, a new Care Plan message must be sent for continued access.
What does the Patient See?
Below are images the Patient would see when trying to access their Care Plan
1. The message the Patient receives
2. What the Patient sees after clicking the link in the text message. Patients must click the download button to open the Care Plan
3. After clicking Download, the Patient sees the following
For further assistance, contact Phamily Support at support@phamily.com.