A patient is due in but their Welcome form still shows as Invited, or it says Ready to review and nothing seems to have happened. The Welcome form is filled in by the patient from a link sent by SMS or email. Staff never complete it for them; they review it afterwards on the Welcome page.
Check these first
- Read the status. On the Welcome page, the counters at the top show Awaiting patient, Ready to review, Failed invites and Completed. Each journey carries one label: Invited means the patient has not sent the form back yet; Ready to review means they have and it is waiting for you; Completed means a member of staff has approved it; Cancelled means the journey was stopped.
- Check the invite was delivered. Under each open journey the SMS or email invite shows its own line: queued, sent, delivered or delivery pending. Anything under Failed invites did not reach the patient. Press "Send invite again" to resend.
- Check the patient's contact details. In the Send Welcome console, SMS is greyed out with "— no mobile on file" and email with "— none on file" when the record lacks them. Add a mobile number or email on the patient record, then send again.
- If the patient says the link does not work. A link that has already been used shows "This link isn't valid any more". Press "Send invite again" to issue a fresh one. Once submitted, the patient sees a thank-you page saying their details are with the team to review; that is normal and means the form is now Ready to review.
- Finish the review. Open a journey marked Ready to review, read the patient's answers, then press "Approve & complete registration". If the journey is flagged "Possible duplicate", you must tick "I've checked — not a duplicate" first. Use "Cancel journey" only if the form should not be kept.
- Check where the journey came from. Journeys start when someone presses "Send Welcome", and automatically when Concierge books a new patient. A patient created by Concierge also shows a Provisional badge until registration is completed.
What happens next
Resending puts the invite back through the delivery timeline. When the patient submits, the journey moves to Ready to review. Approving it marks the journey Completed and, for a provisional patient, completes their registration. Sending and resending need permission to message patients, which most roles have.
Still stuck
Tell the Maxillo team the patient's name, the journey's status label, whether the invite line says failed, sent or delivered, and when it was sent.