Can I check the status of an email sent to a patient?
If we have received information on the delivery status of an email sent to a patient, you'll be able to see this on the Messages tab of the Patient Summary:
It's important to note that status information is not guaranteed to be present (or updated) for all messages, and there are certain situations where we won't be able to display that information:
If the destination email server doesn't return a response after the email delivery is attempted
If the patient's device, email client or internet provider blocks the exchange of messages with our email server (by using a firewall, for example)
If the patient's device or email client prevents the email from opening properly. For example, if the email lands in the patient's junk mail folder and the email client blocks some of the content from loading, then the email opened status will not be tracked.
Unfortunately, we have no control over these situations, as the email tracking relies on information being returned via the patient's email server.
Additionally:
If you use Gmail or SMTP to send your emails, the only status you will see here is "Sent". As you are using your own servers via Gmail or SMTP to deliver emails, we are unable to track delivery information or see when an email has been opened.
Only patient messages sent after 23/07/19 will benefit from the status information. Any messages sent before this date will show with the status of "Sent", as this is when we began tracking the status in more detail.
The statuses you will see are:
Sent - This indicates that the message has been accepted by our email server (or yours, if you are sending via Gmail or SMTP)
Delivered - The destination email server has confirmed that the message has been delivered
Not delivered - The destination email server has confirmed that the message has not been delivered
Opened - The destination email server has confirmed that the message has been opened
It's important to note that status information is not guaranteed to be present (or updated) for all messages, and there are certain situations where we won't be able to display that information:
If the destination email server doesn't return a response after the email delivery is attempted
If the patient's device, email client or internet provider blocks the exchange of messages with our email server (by using a firewall, for example)
If the patient's device or email client prevents the email from opening properly. For example, if the email lands in the patient's junk mail folder and the email client blocks some of the content from loading, then the email opened status will not be tracked.
Unfortunately, we have no control over these situations, as the email tracking relies on information being returned via the patient's email server.
Additionally:
If you use Gmail or SMTP to send your emails, the only status you will see here is "Sent". As you are using your own servers via Gmail or SMTP to deliver emails, we are unable to track delivery information or see when an email has been opened.
Only patient messages sent after 23/07/19 will benefit from the status information. Any messages sent before this date will show with the status of "Sent", as this is when we began tracking the status in more detail.
The statuses you will see are:
Sent - This indicates that the message has been accepted by our email server (or yours, if you are sending via Gmail or SMTP)
Delivered - The destination email server has confirmed that the message has been delivered
Not delivered - The destination email server has confirmed that the message has not been delivered
Opened - The destination email server has confirmed that the message has been opened
Updated on: 13/02/2025
Thank you!