Missing and Failed Encounter Notes

If you're experiencing issues with missing or failed encounter notes, this guide will help you troubleshoot the problem based on the situation you encounter.

Situation 1: Encounter Number Generated But No Notes Have Been Created

If the encounter number is visible on your homepage but no notes have been generated, follow these steps:

1. Retranscribe the Encounter Audio

   • Click into the specific encounter.
   • Navigate to the "Encounter Transcript" section.
   • Click on "Retranscribe". The system will reprocess your audio to regenerate the transcription.
   • Once the transcription is regenerated, click "Replace and Regenerate" to update the transcript and generate your notes.Tip: Make sure to re-transcribe the audio in the language you spoke during the recording to increase transcription accuracy.
     
     

2. Re-try Generating the Encounter

   • If you see a message popping up next to the "Failed" status of the encounter, which mostly due to "No Health Related Content",  "Ai Hiccup" and more...
   •  click "Retry". This will attempt to regenerate the encounter

Tip: In some cases, it may take a few attempts to successfully generate the encounter.

Caution: Avoid regenerating the encounter while it is still being processed. Doing so can cause the generation to fail and may require intervention from the IT team to manually regenerate the encounter.

Situation 2: No Encounter Number Appears on Your Homepage

If no encounter number is showing up after you stop and upload the recording, it may be due to an interruption during the upload, such as unstable internet or a phone call. Here’s what you can do:

1. Re-upload the Recording via Chrome Extension

   • If you were using the Chrome Extension, open the extension.
   • Click on the "Encounter" tab.
   • Locate the failed encounter and click "Upload" to re-upload the recording.
   • Tips: If you were using your phone, navigate to the encounter page and perform the same steps.
     

2. Click "Retry" to manually pload the recording via Mobile App

   • Go to Encounter List, click on the 3 dots next to the encounter, you should see an option to "Retry"
     
     
     
     
     
     

3. Check Your Archived Folder

   • Sometimes encounters are accidentally archived. Check your Archived folder to ensure the encounter is not there.

Still Having Trouble?

If you still cannot find or generate the encounter notes:

• Reach out to us with the approximate encounter#, recording start and end time.
• We encourage you to dictate the information again in a new recording in case the original recording cannot be retrieved.

Following these steps should help you resolve issues with missing or failed encounter notes. If you continue to experience problems, our support team is here to assist you. (Email Support@empathia.ai).