When a form link does not work for a patient

Occasionally a patient says the form link "doesn't work". The page they see tells you exactly which situation you are in.

The three messages

• "Already completed, thank you." The form has been submitted. There is nothing to chase; check the patient's record and you will find it there.
• "We couldn't find that form." The link was copied incorrectly, usually truncated when pasted into a text. Ask the patient to tap the link directly rather than retyping it, or send a fresh one.
• "This form is no longer available." The link has expired or been cancelled. Send the patient a fresh link.

Sending a fresh link

1. Open the patient's record and click Send a form.
2. Choose the same form and send it again.
3. Use Copy link and share it by whatever channel the patient prefers.

Good to know

Form links are private, tokenised addresses and the pages are hidden from search engines. Each request has its own link, so re-sending never resurrects an old link; it creates a clean new one.