If a client referral doesn't appear to be progressing, the first step is to check its current status in the Vively Practitioner Platform.
In many cases, the referral is waiting for an action to be completed by the client or another party involved in the referral process.
1. Check the referral status
Open the relevant client in your Practitioner Dashboard and review the referral status.
The status can help you understand where the referral is currently sitting and whether further action is required.
2. Check whether your client needs to take action
Depending on the referral, your client may still need to complete one or more steps, such as:
opening their invitation
reviewing the referral
completing payment, where applicable
creating or accessing their Vively account
providing required information or consent.
If the referral is waiting on your client, ask them to complete the outstanding steps using the link provided by Vively.
3. Check whether the invitation was received
If your client hasn't started the process, confirm that they received their Vively invitation.
Ask them to check their Spam or Junk folder and confirm that the email address entered for them is correct.
Where available, you can resend the invitation from the Practitioner Platform.
4. Allow time for external steps to be completed
Some referrals involve additional steps before they can progress.
For example, a pathology referral may need to move through the relevant referral and collection process before results become available. The status displayed in the
Practitioner Platform will help you monitor its progress.
When should I contact Practitioner Support?
If the referral appears to have stopped progressing and you can't identify an outstanding action, please contact Practitioner Support.
We'll be able to investigate the referral and help determine what needs to happen next.
When contacting us, please provide the client's name and email address and, if possible, details of the referral you're enquiring about.
đ§ Email: contact@vively.com.au
Our Practitioner Support team aims to respond as quickly as possible during business hours.