This checklist helps you find out why a record has not reached the client's clinical record and identifies what you can safely retry.
It does not explain every queue status in depth; see The Clinical Systems queue: has my note reached the GP record? and How to retry something that did not reach the clinical record.
Check the Clinical Systems queue first
Select Clinical Systems in the sidebar.
Open Attempts queue.
Find the client's row, using Search by surgery name... if needed.
Read its status, target, attempt count and error text. Select Read more when it appears.
pending means the send is still waiting. failed means an attempt did not work. A sent SystmOne item can still be awaiting confirmation from the practice device; sent is not the same as filed.
If the queue says No pending or failed file-back attempts. New referral decisions that cannot reach the clinical system will appear here., there is no open failed or pending item in this worklist. Open the record itself and check its Clinical record section.
Check the record
On the client's Records tab, open the item and read Clinical record.
This record has not been sent to the clinical system yet. means it has not entered file-back. If appropriate, select Send to clinical record.
Sending to clinical record in progress means it is pending.
Sending failed means it needs review and may offer Retry.
Sent to the practice device — awaiting SystmOne confirmation is not proof that SystmOne applied it.
Filed to clinical record is the confirmed outcome shown by the app.
Follow How to retry something that did not reach the clinical record before retrying repeatedly.
Check your clinical connection
Select your name or avatar.
Select Edit clinical system login.
Find the relevant EMIS system.
A tick means Connected; a cross means Failed and a clock means Pending.
Re-enter the required Username and Password, then select Save. The button says Checking connection... while Joy tests it. The app confirms EMIS connection verified, EMIS connection failed or Credentials saved.
For a fuller explanation, see How to check whether you or a colleague is connected to the clinical system.
Check the client is linked to the right system
Open the client's Profile tab and find Clinical system.
If it says Not linked, read the reason beneath it. The app may say that no system matches the client's GP surgery or referral, or that more than one system matches and the right one must be chosen.
Select Link or Change, choose the correct configured system, then select Save. Joy confirms Clinical system link updated. Do not guess the destination; ask an Owner if you do not know which system is correct.
Retry once the cause is corrected
Use Retry on the record or attempt row. The app confirms Retry queued or Queued for retry: 1 rows. Return later to check the result rather than treating the confirmation as proof of filing.
Only Owners and Admins see the queue's administrative controls such as Drain queue now. Clearing removes work from the open queue and is not a fix for an unsent clinical note.
When support needs to investigate
Contact Help & Support when the connection verifies and the client is linked correctly, but sends repeatedly fail or remain pending; when SystmOne stays awaiting confirmation; or when the error points to a provider, broker, practice device or organisation configuration you cannot change.
Include the client, record time, target system, current status and exact error wording. Do not send passwords or verification codes.