Portal Outage FAQ
If you've found your way here, you're probably experiencing difficulties accessing the portal. We understand how disruptive and frustrating this can be, especially when you're preparing for or meeting with patients. Please know this is not the experience we want for you, and we genuinely appreciate your patience and understanding.
Our team is likely already aware of the issue and working diligently to resolve it as quickly as possible. In the meantime, the FAQ below addresses common questions and may help you find the answers you need.
How can I notify the Nourish team about an outage?
Our team continuously monitors the platform for outages and begins addressing any issues as soon as they are detected.
If you encounter a portal error or outage, please start by performing a hard reset on your device. If the issue persists, feel free to post in the #community-watercooler Slack channel or reach out to support@usenourish.com to alert our team. While you may not receive an immediate response, please be assured that Slack and Email are monitored, and our team begins working behind the scenes as soon as an issue is identified.
When can I expect updates from the Nourish team?
As noted above, we continuously monitor the platform for outages, as well as Slack and our Support email. We will begin addressing any issues with the platform as soon as they are detected, and you will hear updates from the team via the #general channel in Slack as soon as we have a path forward.
How can I communicate with my patients?
You can email your patients through your Nourish Gmail if you have your patients email address in your inbox. We are working to ensure you have secure and easy access to patient information outside of the portal when these issues occur.
If you’re reaching out to your patients directly, you’re welcome to use the email template below to begin your message:
Hi Patient Name,
I wanted to let you know that the Nourish portal is currently experiencing a temporary outage. As a result, some features may not be available, and your upcoming session may be impacted.
I still plan to meet as usual via Zoom, but please note that I may not be able to join the meeting room. If I am unable to join the Zoom room, I will send you a Google Meet link for us to use for today’s session.
I appreciate your patience and understanding as the Nourish team works to resolve the issue as quickly as possible. Looking forward to connecting soon!
Best,
RD Name
Can patients still join the Zoom meeting?
While not all outages are the same, patients can typically still access the Zoom meeting room through their appointment reminder emails or texts. The Nourish team will also email all RDs the appointment details for any affected sessions to help ensure your sessions continue without interruption.
If you and/or your patient are unable to access Zoom, you can try sending the patient a Google Meet meeting link as an alternative.
Does Nourish email patients when there is an outage?
We manage patient inquiries and work to notify affected individuals. However, patients are still encouraged to contact support@usenourish.com directly.
If I can still join the session during a portal outage, what's the best way to handle charting?
We strongly recommend using the AI scribe during sessions, especially during outages, to avoid manual charting and ensure no information is lost. If you are unable to use AI scribe or choose not to, please be prepared to chart manually and complete your chart via the portal once the outage has been resolved.
Will AI scribe still work if the session is recorded in Zoom?
While we can’t guarantee that the AI scribe will function during an outage, it generally should as long as the session is still recorded in Zoom. Once the portal is back up, any session summaries that were not generated during the outage will be "regenerated" as soon as possible.
Generally, you can expect your session summary to be generated within 1 hour of the portal being recovered, depending on the length and severity of the outage.
If I miss a session due to the outage, how should I handle the session status and payment?
The Nourish team will let you know which time windows are eligible for session compensation in the event of an outage. If your session falls within one of those times, follow the steps below:
Mark impacted appointments as “No-Show.”
Only mark appointments as “No-Show” if they did not occur due to the outage. Do not mark appointments that were already canceled or that you successfully conducted via Zoom or Google Meet.
Check the “Waive Fee” box (see screenshot for reference)
This ensures patients are not charged. Don’t worry — you will still be compensated for these appointments in your next paycheck. We’ll handle this on the backend.