Your patient gets their documents through a secure link once they've paid. Documents are never attached to the email itself.
When the document is released¶
It depends on the request type:
| Request type | When the patient gets the document |
|---|---|
| Standard | Right after they pay, if you attached documents when you sent the request. |
| Document Order | When you upload the finished document and complete the order. See How do I order a document for a patient? |
| Prescription Renewal | The patient doesn't download anything. Docnote faxes the prescription to the pharmacy. |
How the patient downloads it¶
- After paying, the patient sees their documents on the payment confirmation page and can download them there.
- Docnote also emails them a link to their documents.
- They can open that link later to download the documents and their invoice.
When a document is released, the request's Activity shows Document released to patient. When the patient downloads it, you see an entry such as downloaded via secure link.
How long documents stay available¶
Documents are available for 30 days after the payment date. The request shows the date as Document expiry date. Docnote emails the patient a reminder 7 days before.
After that, the document is removed from Docnote. It stays in your EMR, so you can give the patient a copy from there.
The patient lost the email?
Open the paid request and click Resend download link. See How do I resend a payment link?
After a refund¶
If you refund a request, the patient can no longer open its documents, even from a link they already have. Your practice keeps access. See How do I refund a payment?