Where do eConsult and/or eReferral notification emails get sent to?

Automatic email notifications are triggered for both patients and senders whenever a consult and/or referral status is changed from 'New' to 'Booked'/'Cancelled'/'Declined', or an Anticipated Time to Appointment is specified within the referral, or a referral's appointment date or time is changed.

Simply "Accepting" an eConsult and/or eReferral does not typically send an email notification (unless it is accepted as a result of specifying an 'Anticipated Time to Appointment', or you are in the uncommon scenario that the eReferral is submitted under an eRequest specifically configured to do so).

Determining which email address(es) notifications are sent to depends on the conditions under which the consult/referral was sent and the nature of the notification.

  • An example of the notification email provided to patients can be seen by expanding the image on the right.

Notification Email Rules

eReferral SenderseReferral ReceiversPatients

Email Notifications for Referrers

Notification emails are sent to the sender/referrer when:

  • An appointment date is booked, changed, or removed 
  • An Anticipated Time to Appointment is provided
  • Booking comments are added or changed
  • The consult and/or referral is forwarded
  • The consult and/or referral is declined and returned to the original referrer*

    *Note: If the referral has been previously forwarded to an additional stakeholder who then declines the referral, the original referrer will not receive a notification email regarding the declination.

  • A secure message is sent to the sender/referrer (patients do not receive this message)
Notifications will be sent based on the following conditions:
An Ocean user is associated with the referral
  • Notifications will be sent to the first email address that is set, based on the following order of email addresses in the user's My Account page (found in the Ocean portal, clicking on your name at top right hand corner, and selecting "My Account"):

    • Referral Notification Email
    • Clinical Delegate Email
    • The user's Email Address

If the referring Ocean user has been removed from the Ocean site, notifications will be sent to the first email address that is set, based on the following order of email addresses in the Ocean Site:

  • Default Incoming Referral Notification Email for the Ocean Site
  • Clinical Administrator / Ocean Support Contact for the Ocean Site
  • The email address associated with the Ocean Site Payer's user account
The referrer was not logged in to an Ocean user account, but provided a specific notification email when sending the referral

Notifications will be sent to the provided email.

Email Notifications for Referral Delegates

If a delegate user sends a referral on behalf of a referring provider, Ocean will use the provider's user settings to determine where the notifications are directed as above.

Accordingly, the delegate user will not receive notifications themselves, unless the provider is no longer a user on the Ocean site, in which case email notifications will be sent to:

  • The delegate's Referral Notification Email
  • The delegate user's Email Address

In the case that both the provider and the delegate have been removed from the Ocean site, email notifications will be sent to the first available email address from the following list:

  • Default Incoming Referral Notification Email for the Ocean Site
  • Clinical Administrator / Ocean Support Contact for the Ocean Site
  • The email address associated with the Ocean Site Payer's user account
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