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 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 may have been copied incorrectly or 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 request has been cancelled, either from the Outstanding forms page or because the appointment it belonged to was cancelled. Send the patient a fresh link.
• "This form link has expired" The link is past its lifetime. Send the form again to create a fresh request, then email its new link or have the patient complete it in clinic.

Sending a fresh link

1. Open the patient's record, go to Forms & documents and click Send a form.
2. Choose the same form, choose Email to patient or Sign in clinic, and click Send form.
3. On the form's row, use Copy link to share it by whatever channel the patient prefers, or Sign in clinic to open it on a device or show a QR code.

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.