05Drawer 05, Patients
Card 2 of 6
Messages and the patient assistant
The question: What happens when a patient writes to the clinic or asks for a person?
Patients write to the clinic from their portal at any hour, and the assistant answers at once from their own record, leaving out notes the clinic hasn't released. If they ask for a person, the request waits in your team's queue with a countdown; if nobody takes it in time, the assistant comes back and the request stays queued. Whoever accepts it has it, and replies in the same conversation.
At any hour
The assistant answers at once, from the patient's own record. Notes you haven't released stay out of its answers. It doesn't diagnose, prescribe or change doses, and words that sound like an emergency get the emergency number before anything else.
A person, when they ask
- The request goes to your team's queue with a countdown.
- If nobody takes it in time, the assistant comes back, and the request stays in the queue.
- Whoever accepts it has it, and it leaves everyone else's queue. They reply in the same conversation.
Attachments
Photos and PDFs a patient sends with a message are kept on their Documents page.
Where to look