Why Can't A Portal User Sign a Form Shared with Them in the Patient Portal

Issue

An EMR user has shared a form to the Patient Portal but the portal user cannot sign it (e.g., nothing happens after they click on Sign and Submit or they see a Signature Error in Portal). How do I fix this issue?

Environment

Kipu EMR, Patient Portal, Features: Allow Document Share

Solution

Generally, this issue occurs to a guardian/guarantor on a readmitted chart. The portal user is automatically connected to the new episodes of care when the patient is transferred or readmitted, but, the facesheet does not fully connect. As a result, the EMR user can share forms with the portal user before they know the portal user can sign them. This behavior has been fixed, however, some older portal users might still be affected.

1. Open the patient’s facesheet. 
2. Click the Invite to Portal button.
• The contact will need to set their password one more time to connect the newest chart. They can use the same password they had before.
• You do not need to re-share the form, the portal user should be able to sign it now.
  • Note: The user might still see “Signature Error” as the form’s status, this should not prevent them from signing.

If the portal user is still unable to sign the form, please collect as many details as possible and contact the Kipu Client Services team.