> ## Documentation Index
> Fetch the complete documentation index at: https://help.clinikehr.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Work the records desk

> Clear the three records queues — intake conflicts, signature chasing and unfiled files — and know when to go to Documents instead.

export const AuditNote = ({action = 'This action'}) => <div className="ck-callout ck-callout--info" role="note">
    <p className="ck-callout__body">
      {action} is written to your workspace's audit log with your name, the
      record touched and the time — a HIPAA requirement, and one you can review
      yourself under <strong>Audit Log</strong>. See{' '}
      <a href="/platform/security/audit-log">Audit log</a>.
    </p>
  </div>;

export const StillStuck = ({topic}) => <div className="ck-callout ck-callout--note" role="note">
    <p className="ck-callout__body">
      <strong>Still stuck{topic ? ` with ${topic}` : ''}?</strong>{' '}
      Check <a href="/platform/help/troubleshooting">Troubleshooting</a> first —
      it covers the failures we see most often. If that does not resolve it,{' '}
      <a href="/platform/help/contact-support">contact support</a> and include
      your workspace name and the time the problem happened, so we can find the
      matching entry in your audit log.
    </p>
  </div>;

export const TaskHeader = ({before, time, after}) => <div className="ck-task">
    {before ? <div className="ck-task__cell">
        <div className="ck-task__title">Before you start</div>
        <p className="ck-task__body">{before}</p>
      </div> : null}

    {time ? <div className="ck-task__cell">
        <div className="ck-task__title">Takes about</div>
        <p className="ck-task__body">{time}</p>
      </div> : null}

    {after ? <div className="ck-task__cell">
        <div className="ck-task__title">When you're done</div>
        <p className="ck-task__body">{after}</p>
      </div> : null}
  </div>;

export const Path = ({steps = []}) => <span className="ck-path">
    {steps.map((s, i) => <span key={i} className="ck-path__step">
        {i > 0 ? <span className="ck-path__sep" aria-hidden="true">
            ›
          </span> : null}
        {s}
      </span>)}
  </span>;

export const Availability = ({editions = ['all'], plans, roles, note}) => {
  const list = editions.includes('all') ? ['clinic', 'pharmacy', 'lims'] : editions;
  return <div className="ck-avail" role="note" aria-label="Feature availability">
      <span className="ck-avail__label">Available in</span>

      {list.map(e => <span key={e} className={`ck-pill ck-pill--${e}`}>
          {EDITION_LABELS[e] || e}
        </span>)}

      {plans ? <span className="ck-avail__label">Plan</span> : null}
      {plans ? <span className="ck-pill ck-pill--plan">{plans}</span> : null}

      {roles ? <span className="ck-avail__label">Who</span> : null}
      {roles ? <span className="ck-pill ck-pill--role">{roles}</span> : null}

      {note ? <span className="ck-avail__note">{note}</span> : null}
    </div>;
};

<Availability editions={['clinic']} plans="Enterprise" roles="Records staff, owners and managers" note="Needs the Records care area" />

**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.

<Path steps={['Sidebar', 'Records', 'Records']} />

<TaskHeader before="The Records care area switched on" time="A few minutes a day" after="No intake answers waiting on a decision, no expired signature links, and every file in a folder" />

## What you're looking at

The heading is **Records**. Two buttons sit beside it: **Open Documents**, the way out to the full ledger, and **Refresh**.

Four tiles run across the top:

| Tile                    | Counts                                |
| ----------------------- | ------------------------------------- |
| **Conflicts to review** | Intake answers waiting on a decision  |
| **Needs chasing**       | Documents that want a reminder        |
| **Expiring or expired** | Documents whose link needs re-sending |
| **Unfiled files**       | Uploads with no folder                |

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)**.

## 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.

<Steps>
  <Step title="Read the two values side by side">
    The table is four columns — **Field**, **On the chart**, **Patient answered** and **Decision**. A blank chart value shows as a dash.
  </Step>

  <Step title="Accept or reject">
    **Accept** writes the patient's answer to the chart. **Reject** keeps what you already hold. Both are recorded.
  </Step>

  <Step title="Handle an insurance answer differently">
    Coverage needs a payer chosen from your hospital's own list, so an insurance row offers **Add from Insurance tab** instead of Accept — it takes you to the patient's insurance tab to enter it properly.
  </Step>

  <Step title="Check the trail">
    Below the queue, **Recent activity — including answers applied automatically** lists what has already been decided, including the answers that needed no human at all.
  </Step>
</Steps>

Empty state: **All clear** — "No intake answers are waiting for a decision."

## Signature chase — remind, or re-send

Documents sent for signature and not yet signed appear here, with **Patient**, **Document**, **Sent**, **Reminders** and **Status**.

**Status** is the column that tells you what to do, and it has five values:

| Status            | What it means                     | What it needs |
| ----------------- | --------------------------------- | ------------- |
| **Sent**          | Recently sent, still fresh        | Nothing yet   |
| **Not opened**    | Sent, never opened                | A reminder    |
| **No response**   | Opened, not signed                | A reminder    |
| **Expiring soon** | The link is close to its deadline | Re-sending    |
| **Link expired**  | The link no longer works          | Re-sending    |

<Note>
  **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. Read the status before you act.
</Note>

This tab tells you what each document needs; you act on it in [Documents](/hospital/records/documents), where **Resend Document** lives. 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](/hospital/settings/facility).

Empty state: **All clear** — "No documents are waiting on a signature."

## 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 files tab so you can put it where it belongs.

Empty state: **All clear** — "Every uploaded file has a folder."

## 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](/hospital/records/documents).

<AuditNote action="Opening the records dashboard" />

## Who can do this

**Role** decides whether the desk opens. **Records** needs the **Records** care area in **Settings → Facility**, and on Enterprise an owner controls which roles see the **Records** group under **Settings → Role Navigation**.

**Permission** decides what you may do inside:

| Action                              | Who by default                    | Permission                       |
| ----------------------------------- | --------------------------------- | -------------------------------- |
| Open the desk and read the queues   | Records staff, owners, managers   | Role → route                     |
| **Accept** or **Reject** a conflict | Records staff, owners, managers   | Role → route                     |
| Add coverage from a conflict        | Whoever may edit a patient record | The patient's insurance tab      |
| **File it** on an unfiled upload    | Records staff                     | **View all documents**           |
| Send or re-send for signature       | Records and front-desk staff      | **Share documents with clients** |
| Change the chase thresholds         | Owners                            | **Settings → Facility**          |

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.

## 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.

## Common issues

<AccordionGroup>
  <Accordion title="A conflict will not accept">
    Refresh — someone else may already have decided it — then try again. An insurance row never accepts here by design; use **Add from Insurance tab**.
  </Accordion>

  <Accordion title="A patient says they never got the reminder">
    Check the status first. **Link expired** cannot be fixed with a reminder; re-send the document from Documents.
  </Accordion>

  <Accordion title="Resolving conflicts does not shorten the list">
    Only a hundred are shown at a time. As you resolve them, the next oldest take their place.
  </Accordion>

  <Accordion title="I cannot find a specific document here">
    Records only shows what is outstanding. Use **Open Documents** for the full ledger.
  </Accordion>

  <Accordion title="The tiles all read a dash">
    The page is still loading. Give it a moment or select **Refresh**; a dash is "not known yet", not zero.
  </Accordion>

  <Accordion title="Records is missing from the sidebar">
    It needs the Enterprise plan and the **Records** care area in **Settings → Facility**. See [Care areas](/hospital/get-started/care-areas).
  </Accordion>
</AccordionGroup>

## FAQ

<AccordionGroup>
  <Accordion title="Why does the patient's answer not just overwrite the chart?">
    Because a patient filling in a form at home and a clinician recording something at a bedside are different kinds of evidence. A person decides which one the chart keeps.
  </Accordion>

  <Accordion title="What gets applied automatically?">
    Answers with nothing to disagree with — a field the chart holds no value for. Those appear under **Recent activity** rather than in the queue.
  </Accordion>

  <Accordion title="Where do the chase thresholds come from?">
    **Settings → Facility**, under the records chase settings. They are hospital-wide, not per document.
  </Accordion>

  <Accordion title="Is this the same as the Documents screen?">
    No. Records is the triage queue for what needs a person today; [Documents](/hospital/records/documents) is the complete ledger, where documents are sent, resent and cancelled.
  </Accordion>

  <Accordion title="How do files end up unfiled?">
    An upload that arrived without being attached to a patient's folder — commonly from a bulk upload or an emailed-in file. Filing it is the whole fix.
  </Accordion>
</AccordionGroup>

<StillStuck />