What this means for your practice
Explain what each message stage means and show staff the result useful for their next decision. Keep the provider's terminology available for support without expecting reception to interpret it alone.
An example to discuss with your team
Reject a fictional message in a supported test environment.
Questions to take to your supplier
Reject a fictional message in the supported test environment. Follow its reference through both systems and inspect the final staff view. Ask who reviews failed or uncertain delivery and how contact corrections are made through the authorised process.
Agree the working process
Ask the provider and integration supplier to explain what each available status means in their actual products. Write a short staff-facing interpretation that separates creating a message, handing it to a provider and receiving any later delivery information. Do not invent a delivery state that the provider cannot establish. Keep the original message reference available so conflicting statuses can be investigated as one item. Agree who reviews failed or uncertain delivery and what follow-up is appropriate for the message type.
Contact corrections should follow the organisation's authorised process, and sending again should be a considered action rather than the automatic result of every warning. Test a rejection and a delayed status update, then ask reception what it would do from the displayed information. If colleagues give different answers, refine the labels or instructions. Review recurring disagreements between systems with the supplier. The aim is an understandable working decision for staff, with technical detail available for investigation when it is needed.
How to check the result
Measure status disagreements awaiting review.
Turn reading into a next step
Your action checklist
Work through these checks with your team or supplier. Tick the ones you have resolved and leave unknowns open.
Record what you know, what is still missing and the answer you need from your team or supplier.
Use project decisions only, without personal, patient or confidential details. Entries stay in this page and are not submitted to Kay & Co. Copy or download before leaving; this page does not save your notes.
Further reading
These sources provide background for the topic. The practice examples and checklist are illustrative planning suggestions from Kay & Co.
Related guides
Need help with this?
Tell us what is getting in the way. Kay & Co. can help you understand the options and turn the next step into something that works for your practice.
Explore integrations & data services or discuss your project.
Try the free Healthcare Digital Planner to find your starting priority.