Unblock Patients
Find what is blocking a patient and send them the right next step.
A blocked patient is stuck on one step. This page shows you how to find that step and send the right fix, fast.
It is for Client Staff and Client Admins who work with patients each day.
Open the Patients page
In the left menu, click Patients. The Status column shows where each patient is stuck. Click a patient to open their profile.
Find the one blocker
Most stuck patients wait on one thing. Read the status, then check their forms, orders, and visits. Pick the single blocker before you act.
Send the right next step
Match the blocker to its fix in the table below. Do one clear action, like resend the login email or request the form.
Write a quick note
Add a note on the patient or the order. The next teammate can then see what you found. They do not repeat your work.
Common blockers and their fixes
Match the blocker to its fix. Some orders are with your provider network, the licensed doctors who review orders and prescribe. Those are not yours to fix. You wait, or you ask the network.
| What is blocking them | What you do |
|---|---|
| Account setup required — they never finished sign-up | Resend the login email. Offer to walk them through it on a call. |
| Required forms incomplete — a health form is missing | Request the form so it waits for them. Then send a message. |
| Sync visit required — a live video visit is needed | Book the visit with them. See Schedule Visits. |
| Payment pending — the order shows a payment prompt | Point them to the payment on their order. See Track Orders. |
| With the provider network — the order is in review | Nothing for the patient to do. Wait, or ask the network in Messages & Calls. |
Always send a message after you fix a blocker. A patient who knows the next step rarely gets stuck again.
Stop the same blocker coming back
Is the same blocker hitting many patients? Then the setup needs a fix, not just one patient.
Tell your Client Admin. They can change the form, the product rules, or the reminders in Patient Notifications.
Words to know
| Word | What it means |
|---|---|
| Provider network | The medical team that employs the doctors who review your patients. You partner with one; you do not hire the doctors yourself. |
| Live video visit (sync visit) | A live video appointment between the patient and a provider, at a set time. |
| Payment prompt | A message asking the patient to pay before the order can move forward. |
Questions you may have
The patient cannot log in at all?
Resend the login email first.
- Check that the email on their profile is correct.
- Resend the login email.
- Still stuck? Walk them through it on a call. See Messages & Calls.
How do I know my message worked?
The status changes once they finish the step.
- Check the patient again the next morning.
- Still blocked? Try another way, like a call instead of a message.
- Build this check into your Daily Routine.
The patient did everything, but the order is still stuck?
It may be with the provider network.
- Open the order and check its status. See Track Orders.
- If a provider needs to act, ask them in Messages & Calls.
- Do not answer medical questions yourself. Send them to the provider network.
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