A patient may not receive a Welcome Packet if their email isn't put on file immediately when their patient account is created. When scheduling a new patient, make sure to ask for their email address and add it to your practice software.
Another reason why a patient may not have received a Welcome Packet is based on a feature within the Dentrix practice management system. When a practice puts what is labeled as a "New Patient" into their Dentrix, they are not yet officially recognized as a patient in RevenueWell. This is because they do not yet have a patient ID. If the patient does not show up to their first appointment, they are not converted into an official patient, and aren’t added to the Dentrix database. However, if you convert the patient to a full patient in Dentrix at the onset, RevenueWell will recognize the patient and send a Welcome Packet.