Work through these common issues. If anything persists, contact support@panacea-ai.com.au.
Issue | What to do |
A patient isn't showing up in OrthoMate | Check the clinic mailbox — every submitted registration is emailed there as a PDF. No PDF means the patient didn't actually submit (they may have closed the form before pressing Submit). Ask if they saw the confirmation page, and to check spam for the confirmation email. If the PDF is in the mailbox but the patient isn't in the list, contact support. |
A patient can't find their registration email | Ask them to check their spam / junk folder, and verify the email address the link was sent to was correct. |
A confirmation or consent email isn't arriving | Check the email address under Edit Patient (typos are the most common cause); ask the patient to check spam; verify Consent Forms → Contacts for the correct email address; if it still doesn't arrive, contact support. |
I can't log in | Verify your email and password; use Forgot password?; confirm you're using the correct URL; if locked out, contact support. |
A page isn't loading | Refresh the browser; clear the cache; try another supported browser (Chrome, Edge, Firefox or Safari); check your connection; if it persists, contact support. |
A consent PDF isn't generating | Wait a few seconds and refresh the page. If it still doesn't appear, contact support. |
Complete and Send isn't working | Ensure all required information (including the surgery date) is filled in, then click Complete and Send again. You don't need to save a draft first. |
A procedure or hospital is missing from the dropdown | Ensure that all hospitals (Consent Forms → Hospitals), and procedures (Consent Forms → Procedures) are added and up to date. |
A surgeon is missing from the dropdown | Surgeons are set up by Panacea and must be in your plan. Email support with the surgeon's name and email. |
A patient didn't get their PROMs email/SMS | Check the email and phone on their record; make sure they have a surgery date and procedure (otherwise the cell shows "Needs date"); ask them to check spam; then Resend. |
PROMs aren't sending automatically | Auto-send is off in PROMs Settings, or the patient has no surgery date/procedure set. |
PROMs due dates look wrong after changing the surgery date | Check the surgery date saved at the top of the patient record. If the due dates still look wrong, delete and recreate the PROMs schedule so the timepoints recalculate from the new date. See Changing PROMs Schedule. |
A referral didn't go out with the consent | It wasn't toggled on at the bottom of the consent form; or the surgeon's provider details aren't set up in Saved Signatures. |
A surgeon's signature or provider number isn't pre-filling | Add or enable it under Consent Forms → Saved Signatures. |
A procedure or hospital won't delete | It's in use by a registration or an active PROMs schedule, so it can't be deleted or disabled. It needs to stay in place while it's in use. |