How We Investigate EMR Integration Issues

This article explains what information we may request, why it’s important, and what happens next.

Why We Ask for Specific Information

EMR integrations don’t fail in a single, generic way. Issues can vary based on:

• The EMR system in use

• The type of integration involved

• When the activity occurred

• How individual records are structured

Providing clear details upfront allows our team to investigate efficiently and minimize back-and-forth.

Information We May Request

1. Practice & Integration Details

This information helps us confirm the correct system, connection, and data flow.

Please be prepared to provide:

• Practice Name

• EMR System

• Integration Type(s)
  (Examples: patient sync, appointment sync, lead creation, treatments)

• Date & Time the Issue Was First Observed (EST)

• Issue Frequency
  One-time, Intermittent, or Ongoing

2. A Brief Description of the Issue

We’ll ask you to explain:

• What you expected the integration to do

• What actually happened instead

This helps us understand the intended behavior from your perspective.

3. Example Patients or Contacts

We typically request 5 example contacts, with a minimum of 3.

For each example, we may ask for:

• Full name

• Email address

• Phone number

• Date and time the activity occurred in your EMR

• What you expected to happen

These examples allow us to trace activity across both systems and pinpoint exactly where the issue may be occurring.

4. Screenshots (Optional but Helpful)

If available, screenshots of the patient record in your EMR can help confirm:

• Data accuracy

• Timing of actions

• Record status

Screenshots are optional, but often speed up investigation.

What Happens After You Provide This Information

Once we receive the requested details:

1. Our support team reviews and validates the information

2. The issue is escalated to our integrations specialists

3. We investigate the data flow between your EMR and Aesthetix CRM

4. We keep you informed of findings, progress, and next steps

High-priority issues are reviewed as quickly as possible, and we’ll communicate updates throughout the process.

How You Can Help Us Resolve Issues Faster

• Provide real, recent examples (not test records)

• Include dates and times whenever possible

• Share multiple examples to help identify patterns

The more complete the information, the faster we can investigate and resolve the issue.

Need Help Gathering This Information?

If you’re unsure how to locate these details in your EMR, just send us a support chat message or email us at support@aesthetixcrm.com — our team is happy to guide you.