If SystmOne is unavailable, your letters are safe and nothing is lost. We pause collecting and filing until SystmOne is back, then pick up where we left off.
While SystmOne is down
Keep working in BetterLetter. You can still review letters that are already in BetterLetter and mark them as finished.
Finished letters wait in a queue. We file them into SystmOne automatically once it's back.
New letters aren't collected yet. We can't collect batches owned by the Dyad BetterLetter account until SystmOne is available again.
When SystmOne is back
Collection and filing restart on their own, so there's nothing you need to do. How quickly the queue clears depends on how many letters are waiting. A national outage affects many practices at once, so it can take a little longer than usual, but we clear the backlog as quickly as we can.
Once SystmOne is back:
Check Preparing for any letters waiting for a patient match.
Carry on coding as normal.
Check that letters finished during the outage appear in Communications & Letters on the patient record.
What to avoid
Don't send the same letters again. Moving them into a new batch, or changing a batch's owner a second time, can create duplicates.
Don't file letters manually if they're already in BetterLetter. We'll file them for you once SystmOne is back.
Is it just your practice?
If SystmOne is working for other practices but not for you, the problem may be local, for example your network or a login issue. Check that the Dyad BetterLetter account is still active and its password hasn't changed, then let us know.
Still need help? Contact us via our live chat. If letters still haven't come through a few hours after SystmOne is back, send us a message and we'll check.