Why Isn’t Echo-Health.ai Syncing with Medtech?

❓ Why Isn’t Echo-Health.ai Syncing with Medtech?

Summary:
If Echo-Health.ai isn’t pulling patient or provider data from Medtech, it’s usually due to the ALEX® API not being activated, using the wrong Medtech login, or missing required data. This article outlines what to check and how to resolve it.

✅ 1. Has Medtech activated your ALEX link?

When your clinic connects Echo-Health.ai for the first time, Medtech sends an email to your nominated practice contact titled:
"ALEX API Integration Request – Action Required"

What to do:

• Check for the email (including spam folders)

• Click the activation link to approve the integration

• If you can’t find the email, contact Medtech to resend it

🛑 Echo-Health.ai cannot sync until this step is completed.

✅ 2. Are you using a supported Medtech login?

Echo-Health.ai won’t sync patient data if:

• You are logged into Medtech using an Admin account

• The patient file is not open in Medtech

What to do:

• Log in with a clinician account (e.g. GP or nurse)

• Open the patient file during your Echo-Health.ai session

✅ 3. Is the integration active in Echo-Health.ai?

Check your integration settings:

• Go to System Settings → Integrations → Medtech

• Make sure the connection shows as Active

• If it shows Disconnected, click to re-authenticate

✅ 4. Does the patient record have required data?

If key Medtech fields are missing or incomplete, context may not load.

Check that:

• The patient has a valid Date of Birth and NHI

• Medications, problems, or allergies are populated

✅ 5. Final steps

• Refresh Echo-Health.ai after opening the Medtech patient file

• Avoid using Admin login during sync

• If needed, log out and back in using a clinical role

📬 Still not syncing?

Please contact support with:

• Your clinic name

• File number or patient ID (do not include names)

• The approximate time you attempted the sync

We’ll work with Medtech to get you up and running.