Work the records desk

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 hunting for a specific document, go to Documents. If you are clearing what is outstanding, stay here.

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What you’re looking at

The heading is Records. A Refresh button sits beside it. Four tiles run across the top: Below them, two shortcuts — Send for signature and New patient — then the three queues as tabs, each carrying its own count: Conflicts (n), Signature chase (n) and Unfiled (n).

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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 rather than overwriting anything. Empty state: All clear — “No intake answers are waiting for a decision.”

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Signature chase — remind, or re-send

Everything you have sent a patient and not yet had back appears here, with Patient, Waiting on, Sent, Last opened, Reminders and Status. Last opened is the most recent time the patient opened that item — “today”, “3 days ago”, or Not opened if they never have. It separates a patient who has not seen the request from one who looked and stopped, which is the difference between “did the email arrive?” and “is something on the page stopping them?”. It shows a dash when that time could not be looked up just now; a dash never means “not opened”. On a narrow screen the column is hidden. The Waiting on column names the item, and tags it when it is not a document: a form is waiting on an answer, an envelope is waiting on a signature in a signature request. That matters because the remedy is different — a form is chased through the form’s own invite list, a signature request through its tracking page, and a document through Forms → eSignatures. Only people who are on a patient’s record appear here. A form or a signature request sent to a contact or to a bare email address is tracked on the form or the signature request itself, not on this desk. This desk uses the same list as the patient’s Documents & forms tab, so an item never shows one state here and another on the chart. An item whose link has run out leaves this desk straight away, and the patient’s record shows it as Expired — there is nothing left to chase on a link that no longer opens. Send it again from the patient’s record. Status is the column that tells you what to do, and it has five values: This tab tells you what each row needs; for a document you act on it on Forms → eSignatures, where Resend lives — see Send and track documents. The footer states your hospital’s thresholds — how many days before a document is flagged as not opened, how many before no response, and how close to the deadline counts as expiring. Change them in Settings → Facility — see Facility settings. Empty state: All clear — “Nothing is waiting on a response or a signature.”

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Old document signing links — owners and managers

Owners and managers see a notice above the queues while anything still depends on the earlier document signing links:

• how many documents sent with those links are still waiting, and the date the last of those links stops working;
• how many appointment defaults still send an old document template, with their names.

Convert these defaults opens Settings → Patient Experience → Sharable Documents, where each old template has Convert to form and then Use this form here. See what is still waiting opens Forms → eSignatures. The notice disappears when both counts reach zero, and each owner and manager gets one notification saying so. Other staff do not see it.

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Unfiled — give every file a folder

Uploads that arrived without a home. Each row shows the Patient, the File, how long ago it was Uploaded, and a File it button that opens that patient’s record on its Documents & forms tab so you can put it where it belongs. Empty state: All clear — “Every uploaded file has a folder.”

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The queues are capped

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

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Who can do this

The desk checks no role of its own — anyone who can reach the Records group can open it. Records needs the Records care area in Settings → Facility, and an owner controls which roles see the group under Settings → Role Navigation. If your hospital requires two-factor and your session is not verified, the queues are replaced by “Two-factor verification is required to view records queues.” No individual permission governs anything here — the document permissions in the staff sheet are recorded against a person but no screen reads them: Enforcement is opt-in per person — a colleague never saved in the permissions sheet is unrestricted, and the sheet warns “Saving starts enforcing”. A denied action is recorded; an allowed one is not, so hiding Records from a role tidies a sidebar rather than securing anything.

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Check it worked

• An accepted conflict leaves Conflicts, and the chart shows the patient’s answer.
• Conflicts to review falls by one for each decision.
• A re-sent document shows a new Sent time and its status is no longer Link expired.
• A filed upload leaves Unfiled and is findable on the patient’s record.

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Common issues

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FAQ