A patient hit an error / voice isn't working
What to tell a patient who saw an error or can't use voice input — the unsupported-browser warning, microphone permission, and switching to typing so they can always finish.
A patient has reported an error in the questionnaire, or that the Speak (voice) option isn't working. The good news is that the questionnaire always supports typing, so a patient can finish even if voice fails. Here's what's happening and what to tell them.
Voice input isn't working
The questionnaire lets patients answer by typing or speaking. Voice depends on the patient's browser and microphone, so it can be unavailable even when typing works perfectly.
The browser doesn't support voice
Some browsers don't support voice recording. When that's the case, the patient sees the warning: "Voice recording is not supported in this browser".
Tell the patient they can answer by typing instead; every question accepts typed answers.
If they'd prefer to speak, suggest opening the same link in a different, up-to-date browser.
They can switch between Type and Speak at any point in the questionnaire.
The microphone is blocked
If the browser supports voice but nothing is picked up, the microphone permission is usually the cause.
Ask the patient to allow microphone access when the browser prompts.
If they previously declined, they can enable the microphone in their browser's site permissions and reload the page.
If they'd rather not use the microphone, they can simply tap Type and answer by typing.
Once voice is started, the microphone stays on for the conversation, with on-screen audio-level feedback, and the patient taps Submit Answer to send each response. For how voice works for patients, see Speaking instead of typing.
A patient saw an error
If a patient reports a general error part-way through, reassure them: their progress is saved and the link resumes where they left off.
Ask the patient to reopen the same link from their SMS. Progress is automatically saved, so they pick up where they stopped.
If a question won't proceed, suggest switching to typing (Type) to continue.
If they still can't get past it, they can simply finish the history during the appointment; nothing is lost.
The questionnaire can be paused and resumed from the same link. For how this works, see Can a patient pause and come back?.
A patient never has to complete the questionnaire to be seen. If they hit a problem they can't get past, reassure them you'll take their history during the consult as usual. You remain responsible for reviewing and confirming it.
What to tell a patient who's stuck
A short script you can use:
- "You can answer by typing instead of speaking. Tap Type at any time."
- "Your answers are saved. Just reopen the link from your text and you'll carry on where you left off."
- "If it still won't work, don't worry, we'll go through everything at your appointment."
If a patient repeatedly can't access or complete the questionnaire, contact Akuru support with the patient's name and appointment date.
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