Having trouble finding patient form responses in Cliniko? This can happen for a few reasons, but don’t worry – we’ll walk you through the common culprits and how to fix them.
Peptalkr forms are a great way to gather important information, but sometimes responses don’t show up in Cliniko as expected. This is usually due to:
Settings related to how and where patient data is saved.
Issues with the form URL in Cliniko or Peptalkr emails.
The patient was not able to be identified and a duplicate patient profile was created instead.
Common causes and solutions
Incorrect API key permissions
The problem:
If your patient form responses are set to save as a treatment note, but the API key being used doesn’t have Practitioner permissions, Cliniko won’t save the responses correctly.
How to fix it:
1. Log in to Cliniko and navigate to the API keys section under Settings.
2. Check the permissions for the API key being used:
It must have Practitioner permissions to save treatment notes.
3. If the key doesn’t have the required permissions, generate a new API key with Practitioner permissions and update the integration in Peptalkr.
Incorrect form URL format for Cliniko emails
The problem:
If you’ve added the patient form link into a Cliniko email but haven’t updated the auto-identification variables to the correct Cliniko format, responses won’t be linked to patients in Cliniko.
How to fix it:
1. Check the form URL you’ve added to your Cliniko email.
2. Ensure the auto-identification variables are formatted correctly for Cliniko.
Example: Replace placeholders in the URL with Cliniko-compatible variables (e.g., {{Patient.FirstName}}).
3. If you’re unsure how to do this, follow the steps in our guide to updating form URLs for Cliniko.
Incorrect form URL format for Peptalkr emails
The problem:
If you’ve added the patient form link into a Peptalkr email but haven’t used a Transactional email, or have not pasted in the correct form URL with auto-identification variables.
How to fix it:
1. Check the email you're sending is a Transactional email (not a Campaign, not an Automated Journey)
2. Ensure the form URL you’ve added to your Peptalkr email is correctly formatted.
Duplicate patient file
If auto-identification is disabled, and a patient name in Cliniko on an initial booking was 'Matthew' but then the patient fills in the Intake form as 'Matt' - a new patient file will be created, because the form is looking for an exact match.
How to fix it:
1. Search your Cliniko patients by email address or phone number - you find the duplicate patient file, you can merge them.
2. Ensure auto-identification is enabled and you're sending the form with a Peptalkr email.
Other reasons a form response may fail to arrive in Cliniko
Your API key has expired or is no longer valid
Without a valid API key, we cannot do anything in your Cliniko account. Please log into Peptalkr to check if you have an API key notice. We do also email you if your API key has any issues.
The patient has not actually submitted the form
If a patient got to the end of the form but never submitted it, it won't have been sent into Cliniko.
You were testing the form
If you submitted a form response as a test, it may not be in Cliniko. Refer to this article on testing forms.
Peptalkr failed to send the form to Cliniko
The least likely of the above 4 scenarios, but it is still a possibility. There are certain cases where a form may fail to send to Cliniko. We have resolved all the causes of this that we know but there may be a rare instance of some other reason. If you think this is the case - please contact us so we can investigate and check our logs for any errors relating to your forms.