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Sending intake documents to clients for transitioning Luminello customers

Sending intake documents to clients for transitioning Luminello customers

You can send different types of intake documents and consent forms to be completed electronically, and returned to you before their next appointment via the Client Portal.

In this guide, we’ll cover:

New clients

Existing clients

Status and reminders

Other


Creating a client and sending intake documents for the first time

Once your Client Portal is set up, you can create a new client and select the intake forms you want to send to them through the Client Portal. Here's how:

  • Click + > + Create Client

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  • Enter the new client's name and contact information, and select Create & Continue
  • In the Send Intakes window, select which forms you want to send

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  • Choose Continue to Email
  • Edit the email, if necessary
  • Click Continue to Review
  • Review the email
    • If you need to make edits, click Back to Email
  • Select Share & Send Now when you're ready and the client will receive the Welcome email with the Client Portal link

Note: To learn how to customize your intake form and note templates, see Creating customized templates for transitioning Luminello customers.


Customizing the Welcome message

When you share documents with a client or a contact for the first time, they’ll be sent the Welcome email with a link to log into the Client Portal. You can customize the Welcome email for individual clients or contacts before sharing intake forms, as well as customize the default Welcome message from your settings.

Note: Email, voice, and text templates and reminders aren’t customizable for trial customers. To customize templates and reminders during your trial, add a credit card by navigating to Settings > Plan info. For more information, see Updating your credit card information.

To view and customize the default Welcome message:

  • Navigate to Settings > Client notifications > Email
  • Click the arrow next to Welcome to preview the Welcome message
  • Click the pencil icon next to Welcome to edit as needed

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Important: When editing the Welcome message, don’t delete the {practice_client_portal_login_link} macro. This macro generates a button that clients can click directly in the email to login to their Client Portal. For more information, see Explaining client email and reminder macros.

  • Click Contact and couple Emails to preview and edit the default Welcome message for contacts and couples

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Note: If you're working with couple clients and would like to learn more about setting up a couple, see Enhanced Client Management for couples. If you're working with minor clients and would like to learn more about setting up a minor client and their contacts, see Enhanced Client Management for minors.

When a client signs into the Client Portal for the first time, clients will also view a Welcome message in the Client Portal. To preview and customize this message: 

  • Navigate to Settings > Scheduling > Client portal permissions
  • Scroll down to the Client Portal Greeting section to view the Welcome Message
  • Click Edit next to Welcome Message to customize as needed

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Resending the Client Portal invitation email

If your client hasn’t logged into the Client Portal yet, you can resend the Client Portal invitation email. To do this:

  • Navigate to the client's Overview page
  • Click Edit > Client Portal
  • Under Client Portal Access, check the box for Resend email invitation

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Note: The Resend email invitation box will only appear if the client has not yet signed into the Client Portal. If the client has already signed in and they need help logging in, we recommend sending them your Client Portal link so they can generate a login email via Instant Sign In.

  • Edit and review the email content 
  • Click Send Email

Tip: If you update a client's email address in the Client Info tab, you'll also want to resend the Client Portal invitation email in the Client Portal tab.


Logging into the Client Portal with Instant Sign In or Google Sign In

Clients and contacts have two options for signing into the Client Portal: Instant Sign In and Google Sign In.

With Instant Sign In, your clients will be able to use a unique link to sign into their Client Portal each time. This removes the need for your clients to memorize a password and improves the overall security of their Client Portal account. 

With Google Sign In, clients who have a Gmail email address associated with their Client Portal have the option to sign in with their Google account credentials.

To learn more about how to invite a new client to the Client Portal, and to help clients that are having trouble signing in, see Assisting clients with signing into the Client Portal

Note: For step-by-step instructions on signing into the Client Portal, you can share this guide with your clients: Logging in to the Client Portal.


Sending a form to a client

To send new forms, documents, or uploaded files to a new or existing client, see Sharing a form, document, or uploaded file with a client or contact.

To view the status of a client's intake form, see Checking the status of intake documents that have already been shared with a client.

If you’ve already shared a form or document with a client, and would like to manually remind them to fill this out, see Sending a reminder for pending forms, documents, or uploaded files. To set up automated reminders for these, see Setting up reminders for clients to complete their intake forms.

To send previously completed forms and documents to a client, see Sharing completed forms or documents with clients.


Sharing progress notes, assessments, and diagnosis and treatment plans with clients for e-signature

You can share signed and locked progress notes, assessments, and diagnosis & treatment plans with clients or contacts so they can be electronically signed via the Client Portal. To do this:

  • Navigate to the client's Overview page
  • Click Share in the upper right corner
    • You can also click Files > Actions > Share with client
  • Select the document you’d like to share under Your Signed Documents
  • Select the documents you want your client to sign under Your Signed Documents
    • The Your Signed Documents section will list the 5 documents that have been most recently locked and signed by the clinician

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Important: If a document you’ve signed has already been signed by the client, this document can’t be re-shared with the client.

  • Click Continue to Review
  • Select Share & Send Now when you're ready to send the email and documents

Note: This feature won't be available for clients that haven't logged into their Client Portal yet.

You can also share a document directly from its respective page. To do this: 

  • Navigate to the desired document from the client's Overview page
  • Click Share

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  • Click Continue to Email
  • Click Continue to Review
  • Select Share & Send Now when you're ready to send the email and documents

Important: A document must be signed and locked by a clinician before it can be sent. If a clinician is under supervision, their supervisor will also need to sign and lock the document before it can be sent to the client for e-signature. 

The client or contact will be notified that a document has been shared with them through the Client Portal and will receive a link to sign in. When logged in, they'll see the document under the Needs to be completed section.

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Once the document has been signed by the client, the status will update to Completed and the date will be updated at the client Files Overview page.

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After the client signs the document, it'll appear in your account with both of your signatures.


Storing client documents

You can store nearly any type of digital file or document to a client’s profile, including Word documents, PDFs, photos, video clips, sound recordings, spreadsheets, and more. The only requirement is that the file is 50MB or less. To store client documents, see Uploading a new client file.

Alternatively, you can attach files to an appointment by clicking on an appointment from the client’s Overview page, then selecting the paper clip icon:

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After you upload a file from an appointment or the client's Overview page, it’ll be accessible on the client Files Overview page.

Note: There’s no storage limit, and any file uploaded to the client Files Overview page will only be visible to you unless you share the document directly with the client. To share with the client, see Sharing a form, document, or uploaded file with a client or contact.


Receiving email notifications for completed intake forms

When a client has completed all of their pending documents in the Client Portal, you’ll receive an email alerting you that the documents have been completed.

The client must complete all of their documents in order for you to receive this email.

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Setting up reminders for clients to complete their intake forms

You can enable automated email and text reminders to notify clients regarding incomplete intake paperwork, which they can complete in the Client Portal. 

Note: To manually send a reminder to complete pending documents at any time, see Sending a reminder for pending forms, documents, or uploaded files.

First, you’ll want to make sure the client has been given Client Portal access at their Overview page > Edit > Client Portal. If they don’t have this permission, you can grant them access by clicking Send email.

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Note: To learn more, see Inviting clients to the Client Portal.

To enable automated email or text document reminders for an existing client:

  • Under Reminder and notification options, toggle Incomplete documents to On
  • Click Manage

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  • Use the dropdown menus to choose an email address and/or phone number to send incomplete documents reminders

Note: To update the time before an appointment these reminders are sent, see Setting up reminders.

  • If the client doesn’t prefer receiving incomplete documents reminders via email or phone, use the dropdown menu to select No email or No phone
  • Click Save Client

Tip: You can also enable automated document reminders when you create a new client.

To learn more about customizing your document reminder templates, see Customizing email and voice reminders and Customizing text reminders.


Checking if my client opened the intake email

You can check on whether your new client has opened the Welcome email and logged into the Client Portal. To do this:

  • Navigate to your client's Overview page
  • Click Edit > Client Portal
  • Under Client Portal Access, you’ll see either the last time and date the client logged into the Client Portal or if the client has yet to log in, you’ll see this yellow notification: Invitation sent – client has not signed in yet.

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Checking the status of intake documents that have already been shared with a client

You can view the status of each intake document that you’ve shared with a client on the client Files Overview page. To learn more, see Checking the status of forms, documents, or uploaded files that have been shared with a client.


Printing intake forms

If you need to provide blank printed out intake forms for clients who don’t use email, see Printing blank forms.

While clients are unable to view their completed intake forms and questionnaires, you can share completed intakes forms with your clients as needed. To do this, see Sharing completed forms or documents with clients.


Deleting a completed questionnaire

There are two ways an Account Owner can delete a questionnaire that's already been completed by a client.

Important: This will remove the questionnaire from both the client's chart and their Client Portal. If you delete a completed form, the document is unable to be recovered. To learn about saving records of completed forms, see Printing or saving a custom note or form.

From the client’s Overview page

  • Navigate to the client's Overview page
  • Hover your mouse over the completed questionnaire
  • Click the trash can icon

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  • Confirm you'd like to delete the questionnaire by clicking Delete now in the confirmation modal that appears

From the client’s Files Overview page

  • Navigate to the client's Overview page
  • Click Files
  • Locate the questionnaire in question
  • Select the 3 horizontal dots > Delete
  • Click Delete on the flyout to confirm

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Updating the order of documents presented in the Client Portal

The intake forms and consent documents you share will be presented to your client in the order that you see at Settings > Documentation > Intake documents.

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If you'd like for your clients to see the forms in a different order, you can: 

  • Rearrange the order of these forms by deleting and recreating them in a specific order
  • Send the forms to your client one at a time in the order that you'd like

Important details to know

Keep the following in mind:

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