This article will outline what a patient can see either on the platform or sent to their email/SMS. We will cover invitations, assessments and common trouble areas.
Getting invited
Patients will receive the invitation by text message or email to join Greenspace and create their own account. For patients invited via email, to start the process they will select Get Started. For patients invited via text message, they will click the link in their invitation.
Please Note: If you are part of an organization that is using a custom branded platform, the invitation will contain your organization's branding (rather than references to Greenspace).
Creating their account
After accepting the invitation by pressing Get Started in the email or the link in their text message, patients will be asked to enter some basic information in order to create their account.
Patients will then be prompted to review and accept the Privacy Policy and Terms of Use.
Accessing their account
After creating their account, patients can access and view their account where they will:
Be presented instructions on what to expect and how to participate.
See all assessments assigned to them.
Be able to complete any currently outstanding assessments by pressing Complete Now next to the relevant assessment.
View the results of any previously completed assessments.
Assessment reminders and completing assessments
There are three different ways that patients can receive and complete an assessment remotely:
Email
Text message
Through their Greenspace account
An example reminder email for assessments can be found below. Patients need to select complete assessments to start.
SMS
An example text message for an assessment reminder can be found below.
Greenspace account
Patients can select Complete Now to complete any outstanding assessment(s) listed in their Greenspace account once logged in.
Completing assessments
Assessments can be completed on any computer, tablet or mobile phone. No app download is required and the assessment will automatically fit the device's screen size.
When patients submit an assessment, the results are automatically stored and graphed in both the patient and therapist's Greenspace accounts.
Stopping assessments
Patients are able to opt-out of assessments themselves in two ways:
Patients can stop their assessments via their own Greenspace account. In their account under Settings > Treatment, they can click Stop Assessments. This will stop all assessments and send a notification to their therapist(s) notifying them that the client has stopped their regular assessments.
2. Patients can opt out via the email they are sent. They will need to select "here" at the bottom of the email. Then select the "Yes, stop delivering" button once prompted.
Resetting passwords
There are 3 ways to reset passwords for patients:
Through the platform using the "Forgot your password" module on the home page.
Having an admin request a password reset for the patient.
Contacting [email protected].
Please note: The Greenspace support team will ask questions to verify your account before proceeding with a password reset.
Using the Forgot your password module
Step 1: Select forgot your password on the home screen.
Step 2: You will be prompted to enter your email that you use for Greenspace. Select submit once you have entered your password. You will receive a conformation by the platform.
Step 3: Open your email and select "Reset Password".
Step 4: You will be prompted to enter the answer to your security password. You will also need to enter and confirm a new password that matches all the criteria.
Using the Reset Security Credentials link in Greenspace
Step 1: Navigate to and open the patients profile in the patient list.
Step 2: Under the manage tab, scroll down to Additional Options and select Send Reset Link. This will send an email to the patient to reset their password and security credentials. It will send a system generated email to the patient's email address with a link to a security credentials reset form. Once completed, patients will be able to log in once again using their newly set security credentials.
Please note: This is not available for patients with incomplete profiles.
Changing email
For security and privacy reasons, the client will need to update their email address themselves. Doing so changes the credentials they use to sign in, as well as any communications sent by the platform.
Step 1: Log into your Greenspace account.
Step 2: Click on your name at the top right-hand corner.
Step 3: Go to Settings > Security and you will see the option to update their email address.
Please note: This is for Patients who have an account in Greenspace.
Common troubleshooting for patients
There are times when you may need to help the patient troubleshoot. This article highlights solutions for some of the most common onboarding issues your patients may run into.
How to tell if a patient has created their account
The patient hasn't received the account invitation
The patient can't access their account
The patient can't complete their assessments
The patient is experiencing technical issues
How to tell if a patient has created their account
If you've sent the patient an invite but they haven't created their account yet, they will have the Account Pending tag assigned. If the patient has accepted the invite, they will have the Account Complete tag assigned.
The patient hasn't received the account invitation
If the patient hasn't received their account invitation, try the following solutions:
Resend their account invitation.
Provide the patient with the Activation Link.
Have the patient add Greenspace to their inbox's safe senders list.
Resend their account invitation
Navigate to the Account Invite tab and select Re-Send Invite. If the email address listed is incorrect, select Cancel Invite and re-enter the correct email address.
Provide the patient with the Activation Link
Copy and send the Activation Link (see image above) to the patient. When the patient clicks on this link it will prompt them to create their account, which will be associated with the file you have already created for them.
Have the patient add Greenspace to their inbox's safe senders list
If after resending the account invitation, the patient still hasn't received it, it likely means that the invitation went to their spam folder. Have them follow these steps:
Step 1: Check the junk or spam folder. If a message from Greenspace is there, click the “it’s not spam” button link within the message.
Step 2: Add [email protected] as a Contact.
Step 3: Add [email protected] to the Safe Senders list.
In Hotmail: Go to Settings > Select View all Outlook Settings > Select Junk email > Scroll down to Safe senders and domains > Add: [email protected] as a Safe Sender.
The patient can't access their account
When patients complete the onboarding process, they setup their password and security question. If they forget their password follow the steps here.
The patient can't complete their assessments
If the patient is having trouble accessing and completing their assessments, this could be for two reasons:
The assessment isn't currently available because it hasn't been delivered, it has expired or was completed less than 24 hours ago. When assessments are automatically delivered by the platform, they are available to be completed until the expiry timer set by the clinic is reached.
You can re-send any assessments (which make them available to the patient to complete), by going to their Manage tab and clicking Complete Now next to the assessment you want them to complete.
The patient opens an available assessment, but it isn't loading in their internet browser. Greenspace supports use through modern internet browsers, so they will need to make sure they are using the latest version of Firefox, Safari, or Chrome.
The patient is experiencing technical issues
If a patient is having trouble getting started, please ask them to contact Support and we can help them solve their issues via email, screenshare, or phone. We're always happy to help!