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Records is a triage queue, not a filing cabinet. It shows “What needs a person today. The full document ledger lives in Documents.” If you are looking for a specific document, go to Documents; if you are working through what is outstanding, stay here. Records needs the Enterprise plan and the Records care area in Settings → Facility. See Care areas.

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What the page shows

Four tiles across the top — Conflicts to review, Needs chasing, Expiring or expired and Unfiled files — then two shortcuts, Send for signature and New patient, then the three queues as tabs, each carrying its own count. Open Documents and Refresh sit in the header. Open Documents is the way out to the full ledger whenever the queue is not what you needed.

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Conflicts — decide what the chart says

When a patient answers an intake question differently from what is already on their chart, the answer waits here instead of overwriting anything. The table is four columns — Field, On the chart, Patient answered and Decision. Read the two values side by side, then Accept the patient’s answer to write it to the chart, or reject it to keep what you have. Accepted answers show as Applied to the chart; rejected ones as Rejected. Below the queue, Recent activity — including answers applied automatically lists what has already been decided, including answers that needed no human. When there is nothing to decide: All clear — No intake answers are waiting for a decision.

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Signature chase — remind, or re-send

Documents sent out for signature and not yet signed appear here, with Patient, Document, Sent, Reminders and Status. The footer states your clinic’s thresholds — how many days before a document is flagged as not opened, how many before no response, and how close to the link deadline counts as expiring. It also states the rule that matters most:
An expired link needs re-sending, not another reminder. A reminder points at a link that no longer works, so the patient gets a nudge to a dead end and you get another row in the queue. Check the status before you act: chase what is merely unopened, re-send what has expired.
Change the thresholds in Settings → Facility under Records chase. Empty state: All clear — No documents are waiting on a signature.

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Unfiled — give every file a folder

Uploads that arrived without a home. File each one against the right patient and folder. Empty state: All clear — Every uploaded file has a folder.

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The queues are capped

Each queue shows only the first 100 rows: “Showing the first 100 conflicts. Resolve some to see the rest.” and “Showing the 100 oldest open requests.” The cap is not a limit on your data — it is a limit on the triage view. The complete list is always in Documents.

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Check it worked

  • An accepted conflict disappears from Conflicts and the chart shows the patient’s answer.
  • Conflicts to review drops by one for each decision.
  • A re-sent document shows a new Sent time and its reminder count resets.
  • A filed upload leaves Unfiled and is findable in Documents.

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If something goes wrong

The message is Could not decide. Refresh — someone else may have already decided it — then try again.
Check the status first. If the link has expired, a reminder cannot help; re-send the document from Documents.
It will, but only 100 are ever shown at once. As you resolve, the next oldest take their place.
Records only shows what is outstanding. Use Open Documents for the full ledger — see Documents.
It needs the Enterprise plan and the Records care area in Settings → Facility. See Care areas.