Receiving and Actioning Patient Admin Requests

Purpose

The Medicus Online Consultations functionality can be useful for online admin requests that patients send through the patient portal. For example, a patient may need to chase test results or request a sick note. This user guide will show you how patients submit admin requests from the portal, and how you can action them.

How patients send admin requests from the patient portal

The link to the patient portal will most likely be made available on your practice website where patients can either send in clinical requests, admin queries or request their repeat prescriptions.

Selecting I have an admin query will take them through to the admin request form.

Before they complete the form, they must enter their name, DOB and postcode so Medicus can match the form to a registered patient.

The patient is asked to describe their request before submitting.

Actioning admin request tasks

These requests that can be matched to a patient come into the system as a admin request task. They are assigned to the default team, which is typically staffed by admin members who can review and respond to the requests appropriately.

The task layout is the same as other task types in Medicus, with the task details on the left hand side and the patient record on the right.

Details of the patient request form can be seen under the Initial Request section of the task details.

From the task, you can respond to the request as required.

From the Codes and Actions field, you can:

1. Type free text
2. Add any clinical coding by typing a "." to code
3. Complete any required actions by typing a "/" to open up the quick actions menu - for example, send another message to the patient, prescribe a medication or issue a fit note.

If you would like patients to be able to reply when sending a message, when in the New Communication modal, select Allow Replies. This will allow the patient to respond to the conversation thread until the thread is marked as resolved.

If you would like to redact the patient request from being visible via online access, you can do this within the task by selecting Redacted from patient online access.