Email & Messaging Support
Overview of how medical documents are sent to patients and steps to resolve missing email issues.
How Our Practice Software Email System Works
Most official clinical paperwork is sent by our practice software from an email address ending in @chatswoodent.xestro.com. This may include:
- Pathology and radiology imaging requests
- Specialist review letters and clinical summaries
- Surgical quotes and pre-surgery preparation packs
- Medical certificates, payment receipts, and Medicare statements of claim
How replies work: Each email includes a unique reference code within the reply address (e.g. 8F9E0D1C@chatswoodent.xestro.com). When you reply, your message and any attached files are automatically filed directly into your patient record.
Our administration team and surgical booking coordinators may also email you directly regarding your care. These communications will arrive from:
- Individual staff addresses ending in @xestro.com or @chatswoodent.xestro.com
- Our primary practice email addresses: referral@chatswoodent.com.au or surgery@chatswoodent.com.au
Important Update for Older Australian Email Accounts
Automated clinical emails are frequently blocked if your address ends in any of these domain names:
- No warning: Neither you nor our clinic will be notified that delivery failed.
- No Inbox delivery: The email will not appear in your main Inbox.
- No Spam delivery: The email will not appear in your Junk or Spam folders.
Why this occurs: Several Australian internet service providers updated their security filters. Consequently, these automated systems mistakenly filter out legitimate medical emails generated by specialist practice software.
Status: Our software provider and medical practices across Australia have reported this issue to the relevant email providers. However, updates to these automated routing filters have not yet been implemented by the providers.
Simple Steps to Ensure You Receive Your Documents
To ensure you receive essential medical paperwork without delay, please consider one of the following options:
The most reliable option is to update your patient record with a personal email address from an unaffected service such as Gmail or iCloud. We recommend using a personal email rather than a work or business email to maintain confidentiality.
If an alternative personal email is unavailable, please inform reception. Our staff can manually send documents directly from referral@chatswoodent.com.au or surgery@chatswoodent.com.au.
If an email bypasses initial gateway filters, it may occasionally route to secondary folders. Please inspect your Spam folder, open any email from our clinic, and select "Not Spam" or "Add to Safe Senders".