Print Template FAQs

Why did my print template request take an hour to complete last time, but 3 days have passed and this current request is still not done?

How quickly a ticket request gets completed depends on a variety of factors, including:

We typically have turn around days asigned to the type of ticket request we receive. Most ticket requests we receive will be completed in under the turn around time limit.

The Print Template Team will respond to ticket requests with the following priority, provided that we have all the information we need to complete the request:

  1. Fix – The print template is not behaving as expected, workflows may be impeded. The turnaround time for these tickets is as fast as possible.
  2. Quick Change – Change needed for an existing print template, but is not a complete re-write of the existing template. These tickets are usually quick and easy text changes, such as adding/removing doctors or new addresses on letterheads. The turnaround time for these tickets is usually 24 hours.
  3. New/Change – New print template or letterhead must be created. The turnaround time for these tickets is usually at most 5 business days. Requests that contain an extremely large number of new print templates may take longer, but you will be notified about this.
  4. Low – Usually a longer project that can wait.

Any request that is missing information that we need to complete the request will be delayed.

Why is my requested format not compatible with GENIE?

GENIE is very limited in the formats it can accept. Any format that requires alignment anywhere other than the left side of the page (such as creating "columns" of data, or aligning the patient demographics starting a few centimeters off the left edge) requires a table in the code to create this alignment. GENIE requires special coding to use these HTML tables.

Here is an example that is not GENIE-compatible without special coding (note the "columns" of text):

Re: John Smith DOB: 1/1/2001
Address: 123 Test St, Madison WI 12345       MRN: 12345

Typically if a GENIE export is producing strange results in the format, the original print template request did not mention that the print template would be exported into GENIE.

Always mention if a client will be using GENIE, because it requires a different style of coding that is not done normally.


Why is my print template showing a different font styles and/or font sizes within the same transcription when I requested something different for the print template?

This question is a little more complicated as there can be many different causes to why font style/sizes are not the same in the print template. Below though are the two most common causes. Both have the same solution but just slightly different. If neither of these solutions work, please reach out to the help desk and they will forward on the request to the proper department if they cannot fix it.

Cause 1: Document Template

The first type of cause to this is the document template. Someone created a document template in a third party word processing application such as Microsoft Word (MS Word) and has copied and pasted it into our editor to use as a document template. The main reason a lot of people do this is because of the ease and understanding most people have with MS Word and moving around their application. The second reason people do this is to get positioning of tables just right compared to the surrounding text that will be included. The problem with using MS Word when doing this is that MS Word uses tags/code to help position stuff that are specific to just the MS Word application and they get copied over into our editor and our editor and browsers don't know how to interpret them, which is what causes the funky font styles and sizes and various other issues.

Solution to Cause 1:

There are two solutions for this cause. The first and simple one is to delete the document template completely and start over using only our editor. The second solution is to copy ALL of the text into Notepad and then copy it from Notepad back into our editor and re-bold, re-table, and re-format anything that needs it using only our editor. The reason for copying it into Notepad is that Notepad will strip out ALL formatting tags, which means all the visible and invisible tags. Once everything has been copied out to Notepad and back, you can save the document template and every transcription going forward will be properly formatted. If not, reach out to help desk as there may be an underlying problem that needs to get worked through. One thing to note is that document templates are not retroactive templates, which means this change will only affect new transcriptions going forward and any transcriptions already made will need to be gone through individually using the same process.

Cause 2: User Error

The second type of cause to this is user error during the transcribing phase of a transcription. Someone took the body of the transcription through a third party word processing application such as Microsoft Word (MS Word) and has copied and pasted it into our editor or they clicked on the MS Word icon. Most likely they copied what was already in our editor or clicked on the MS Word icon and then started doing whatever they thought they needed to do in MS Word and then copied it back into our editor. The main reason a lot of people do this is because some medical dictionaries that are bought for spell checking are only accessible through MS Word. The second reason people do this is to get positioning of tables just right compared to the surrounding text that will be included. The problem with using MS Word when doing this is that MS Word uses tags/code to help position stuff that are specific to just the MS Word application and they get copied over into our editor and our editor and browsers don't know how to interpret them, which is what causes the funky font styles and sizes and various other issues. Using MS Word for just spell checking is ok as long as you are not changing anything else in the transcription body but spelling errors.

Solution to Cause 2:

This solution is very similar to this first one. You will need to go through each transcription that has the funky formatting unfortunately. The solution is to copy ALL of the text into Notepad and then copy it from Notepad back into our editor and re-bold, re-table, and re-format anything that needs it using only our editor.

Why can't I include announcements or marketing materials on my print templates?

The print template service work we offer is to format the layout of medical transcription. All print template requests should be considered permanent fixtures.

While we may have accepted these requests in the past, we can no longer maintain the large quantity of requests we have received for regularly changing announcements on print templates, and can no longer support this.

We ask that any type of flyers, pamphlets or marketing materials please be handled by a graphic artist or a printer outside of the platform.

As a potential workaround, you are welcome to include these messages on Document Templates, which are managed from your end in Client Maintenance.

Can you make my change effective ONLY starting with jobs dictated on MM/DD/YYYY and forward?

Print Template elements are all considered permanent fixtures. Based on the nature of our software, all print template changes will by default affect all past, present, and future jobs using the template. In very special situations, we may be able to implement certain changes starting on a specific date, but such cases should be reserved for very unique and extenuating circumstances only. Such a fix requires an unsupported workaround, which may not always be available. We ask that you always design Print Templates and Document Templates very carefully to accommodate a client workflow, as if you would be unable to change them in the future.

Why is the print template not using the font I requested?

We recommend that print templates use "web-safe" fonts, which are compatible with most, if not all computers. Any special or custom fonts require that the font be properly installed on the computer viewing the transcription. We can attempt to code a custom font anyway (we will need the EXACT name of the font), but it will be your responsibility to troubleshoot them locally with your client if they don't show. To avoid font compatibility issues, we recommend using "web-safe" fonts, which can be found on this webpage: http://www.cssfontstack.com/ (Note: The content of this page is not maintained by Nuance)

Note: Failure to provide both exact font names and/or failure to properly install a font on the client's computer will result in the font reverting to the default Times New Roman.

Can you change the fonts on the body using the Print Template?

Maybe. Print templates must accept all font overrides on the body. For example, if a transcription were to normally have a print template in size 10pt font, but the transcription needed an ALLERGIES section bolded, and in 12pt red font to make it stand out, the print template has no ability to overcome this override. You can think of print template fonts more as a "backup font" that is used if there is no other font information on the transcription. Oftentimes, if you find that the body text does not match the print template text, then usually a Document or Dictation Template contains font information that is overriding the print template instructions. The easiest fix is to use Ctrl + A to select the entire transcription in Edit mode, then click the Remove Formatting button, which looks like a 'T' with a subscript 'x'. If this does not solve it, reach out to our Help Desk for assistance on how to best remedy these situations, which may need manual fixes per transcription.