Intro / Context: This guide explains the necessary configuration steps required in both the Workflow Module and CRM Survey Settings to ensure Patient Satisfaction Surveys are automatically and reliably sent upon client discharge.
Q: Why is the "Send Patient Satisfaction Survey on Discharge" workflow not sending the email?
A: Survey workflows often fail to send because of missing or mismatched trigger conditions between the Workflow setup and the global Survey Settings. Both must be correctly configured to allow the survey to be generated and emailed.
Q: How do I ensure my Discharge Survey Workflow is correctly set up to send?
A: You must verify two areas: the Workflow trigger and the global Survey Settings.
I. Workflow Setup (Trigger Conditions)
Trigger Execution: The Workflow must be set to run when the Intake Opportunity is Updated and/or On All Conditions Met.
Conditions: The conditions must accurately define the discharge event. Common required conditions include:
Sales StageequalsDischargedAdmitted Statusis notIn Treatment(or similar logic)Discharge Dateis not empty
Action: The action must be set to send the correct Survey Email Alert.
II. CRM Survey Settings Configuration
Critical Step: Go to Settings ⚙️ CRM Settings to Configuration to Survey Settings.
Locate Survey Type: Find the specific survey name that your workflow is using (e.g., "Patient Satisfaction Survey").
Set Matching Conditions: Crucially, the conditions within the Survey Settings configuration must exactly match or reflect the necessary discharge conditions defined in your Workflow trigger.
Q: How do I test the fix after adjusting the settings?
A: To confirm the survey is sending correctly, you must use a test patient record that meets the defined criteria:
Select a Test Record: Navigate to a testing Intake Opportunity record.
Verify Data: Ensure the record has the required data (e.g., a non-empty
Discharge Date,Sales Stageset toAdmitted).Execute Trigger: Update the Sales Stage or Admitted Status to meet the specific conditions of your workflow (e.g., changing
Admitted StatustoDischarged).Expected Result: The system should immediately process the workflow and send the Satisfaction Survey email to the designated recipients.
Pro Tips / Extra Help
Send Time: Workflows set to run on the 'Discharge Date' condition are often processed during scheduled nightly maintenance. Test a discharge date that has already passed by a day (e.g., set the discharge date to yesterday) to verify it is caught by the system.
Token Issue: If the survey is sending but tokens (fields like Client Name) are blank, verify that the email alert is pulling fields from the Intake Opportunities module, as that is the module triggering the action.
Related Resources
[How to Configure Basic Workflow Triggers]
[Guide: Managing PAA and Survey Forms]