Patients

Patients

PATIENTS module allows users to create and maintain patient records. 
There are two types of records: 
  1. Patient
  2. Patient Lead
Patient Leads have limited functionality. It is possible to convert Patient Lead into Patient by using the respective button in the top right corner of the Patient Lead record screen.

Add a new patient

To add a new record:
  1. Click +LEAD / +PATIENT in the upper-right corner.
  2. Fill in all the fields you need in sections (Personal info, Contact info and Additional contact).
All mandatory fields are marked with an asterisk*. If you try to SAVE the patient before all mandatory fields are completed, a warning will appear, and missing fields will be marked in red. 

The selection of mandatory fields can be configured from ENVIRONMENT SETTINGS > PATIENT SETTINGS > MANDATORY FIELDS.
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Up to 3 addresses can be added per patient via the +ADDRESS control.

Users can choose the primary address if there are several. This is where all notifications will be sent. Invoices and quotes will be forwarded to the address that is selected as the BILLING ADDRESS.

Find an existing patient

To locate an existing Patient or Patient Lead record, begin typing the first few letters of the patient's name in the search field. Alternatively, you can search by date of birth, patient ID, hearing aid serial number, preferred name, full or partial phone number of the contact person, or [country-specific] NHS number, HSP, or Medicare number.

To filter out Patient or Patient Lead results, navigate to the FILTER dropdown at the top right part of the screen and choose All/Leads/Patients. 

Archive/Unarchive a patient

You can move a patient record to archive by clicking the ARCHIVE button  on the SUMMARY tab. After a patient is archived, only the patient summary remains accessible. You will be unable to utilize the workflow or survey functionality as well as open Auditdata Bridge from the archived patient's summary tab.

Archived patients are still displayed in the search results. You can restore an archived patient using the same control that archived them.

Create a patient sale

PATIENT SALE tab displays all invoices and quotes that are associated with this patient. 
It is possible to create two types of sale:
  1. Fast track sale
  2. Regular sale 
To do so, click the corresponding control in the top right corner. All mandatory fields are marked with an asterisk (*).

NOTE: Users are able to create several invoices in one sale.

Fast track sale
For this type of sale, a linked appointment is not required. Having added a product to sell, click +INVOICE to create a sale. After that, you can use the option +PAYMENT to register a client payment or +CREDIT NOTE to return an item to stock/supplier if needed.

Regular sale
A regular sale can only be created for a patient who has a booked appointment. If there are several appointments, it is possible to choose which appointment to link to a sale.
A regular sale can be:
  1.  Private sale
  2.  HSP sale 
A sale is considered private, if a client (or a private insurance company) is responsible for paying for products/services. A sale is considered an HSP sale, if one of the payers or the sole payer is HSP.
A list of PAYERS that appear on the PATIENT SALE tab is configured on the PERSONAL INFO tab under '3rd party payers'.

Private sale
Having added a product to a sale, you can create a QUOTE or INVOICE using controls on the bottom. After an item is delivered, you can add a DELIVERY NOTE. 
  1. If an invoice needs to be canceled (e.g., the invoice is incorrect, the client returned an item), create a CREDIT NOTE.
  2. If a sold item is not usable, add an EXCHANGE (for serialized items only) in order to replace an item.

HSP sale
To be able to create an HSP sale for a patient, make sure HSP is listed among the PAYERS.
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Discounts are disabled for HSP sales. In an HSP sale, a hearing aid cannot be sold without a fitting service. With a hearing aid, it is possible to sell only ONE fitting service and TWO non-fitting services.
It is necessary to complete the HSP DETAILS section. Scroll down to see which fields are required to fill (marked with an asterisk *). 'Certification by client' options must also be checked; otherwise, a warning will be shown.
  1. Select 'Manual status' only if an HSP claim needs to be processed manually, separate from an automated flow. In this case, a claim letter will be excluded from the automatically exported batch and sent manually by a specialist.
  2. Click DRAFT to change an HSP claim status from draft to READY TO SEND.
Next, you can add a QUOTE or an INVOICE. After that, you will be able to create a DELIVERY NOTE or a CREDIT NOTE.

Allocate commissions [Australia]
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After creating a sale, you can divide commission if two specialists were involved in a sale. NOTE: Commissions allocation cannot be changed after an invoice is created.
To split commission between two specialists:
  1. Go to the COMMISSIONS section and open it using the corresponding control .
  2. Access EDIT mode via .
  3. Add another specialist to the sale.

  4. Make sure that the combined commissions amount to 100%.


  5. SAVE.

Register a payment
Before a payment is registered in the system, the invoice amount is listed as OUTSTANDING.
To register a payment:
  1. Scroll down to the INVOICES section
  2. Select the invoice to be paid
  3. Hover over and click  
  4. Choose PAYMENT
  5. On the ADD PAYMENT dialog, fill in the required fields. Click TOTAL AMOUNT to automatically add the amount from the invoice.


    For Card payments, enter the last 4 digits in the Card Details field. These digits are securely stored for use in refund reconciliation.
  6. Click ADD.
  7. The payment is now registered and the OUTSTANDING field has a 0 value.

Track patient devices

On the EQUIMPENT page, you can: 
  1. View all linked hearing care devices and identify the active one.
  2. Update equipment records and access sale details.
  3. Filter products by type (serialized, non-serialized, or all).
  4. Manage device status, warranties, and repair orders.
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Only those devices and accessories for which a delivery note has been created will appear on the EQUIPMENT PAGE. 
By default, the page view displays SERIALIZED PRODUCTS. However, the filter can be adjusted to show either all products or non-serialized products only.


By clicking the options button  that appears on hover, you can access additional functionality:

[FOR CURRENT DEVICES]
  1. Unmark or mark the device as current
  2. Extend L&D warranty for the device
  3. Create repair order/Go to repair order
[FOR BOTH CURRENT AND PREVIOUSLY USED DEVICES]
  1. View stock details and transfer history
  2. View sale details
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NOTE: The latest delivered hearing device is marked as 'current' by default. Batteries and other accessories can be marked manually.

Manage documents

Specialists can add various documents to the Patient Card. These can be printable consent forms, device request forms, reminders, maintenance agreements, ear mold impressions, etc. All documents are stored within the DOCUMENTS tab.

Regular documents are added via the DOCUMENTS section. Patient letters (templates) are added using the +DOCUMENT control.

Add a patient letter
  1. Click +DOCUMENT.
  2. Select a letter template.
  3. Click CREATE.
    1. If the letter template is configurable, you will be able to PREVIEW and then SAVE the letter. In the PREVIEW mode, all dynamic fields in the template will be auto-completed with patient information. After a letter is saved, its contents cannot be edited.
    2. If the letter is a PDF template, the preview will be shown in the PDF reader. Letters that are PDF forms are auto-completed with patient information. Other PDF documents are shown exactly as they were originally uploaded in the system (via ENVIRONMENT SETTINGS > PRINT SETTINGS > PATIENT LETTERS).
All added documents are displayed in a list that can be sorted by name, category, document type or date. 

Edit document details
To add a document tag, sensitivity label or description, hover over the selected line, click  > choose EDIT DETAILS.

Download and delete options
To download a document for viewing or remove a document, hover over the selected document, click  > choose DOWNLOAD or DELETE respectively.

Filter documents

Users can apply various filters to narrow down the document search results based on the chosen criteria. 
  1. To view available filters, click .
  2. The filter icon will change if any filters are selected .
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NOTE:
Sensitive documents will only be shown to users that have the corresponding permission (View Patient Sensitive Document).


Export documents

Patient data can be exported using the EXPORT button  when a patient is transferred to another provider. To select relevant documents, use the filtering option as described above. 

The downloaded ZIP folder will be organized by document categories, with each category containing its respective documents in separate folders.


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THINGS TO CONSIDER:

Document Categorization: Proper categorization of documents is crucial for efficient filtering and accurate export.

Folder Structure: Document categories help build a proper folder structure in an exported ZIP archive, ensuring documents are sorted into separate folders once downloaded.

Each export action is recorded and can be viewed from AUDIT TRAILS > ACTION LOGS, alongside the date/time of export, the user who initiated the export, and the name of the patient whose data has been exported.

For more information on AUDIT TRAILS, go here.

Manage notification consents

The CONSENTS tab in the Patient/Lead record contains information about all active consents and their status for the chosen patient.

Consent is given separately for each specific communication method (SMS, phone call, email, mail). The status of consents can be changed at all times using the opt-in/opt-out switches. You can also change the contact method (phone or email) by selecting it from the dropdown list if there are several options to choose from.

There are two predefined consent groups: 
  1. Appointment notifications 
  2. Marketing notifications
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To configure consents, go to ENVIRONMENT SETTINGS > PATIENT SETTINGS > CONSENTS. You can change consent or consent group text, set the expiration period and default state for the opt-in/opt-out options.

Review appointments

APPOINTMENTS tab displays all past and future appointments linked to a particular patient, including those canceled for various reasons. 

NOTE: Today's appointments and later appointments are listed in the FUTURE APPOINTMENTS section.



To access the APPOINTMENT SUMMARY screen, click on the selected appointment. Customize the page by clicking the Page settings icon , where you can select the data to display and arrange sections according to your preferences.



Within the Appointment Details section, specialists can review appointment outcomes to better understand the patient's current status and provide collaborative care. 



Generate appointment reports

For past appointments, you can generate a report by clicking + REPORT. The report will be created using the active report template, which can be configured in ENVIRONMENT SETTINGS. See more on Appointment Report Templates.

Data from the appointment automatically fills in the report fields.



Generated reports are saved with the DRAFT status in the patient’s Documents section of the APPOINTMENT DETAILS page.



Manage patient surveys

Survey templates can be found and configured in the USER MENU > ENVIRONMENT SETTINGS > SURVEYS.
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Only published surveys can be used in the Patient and Scheduler modules.

Add / access a survey
There are several ways to add a survey to a Patient:
  1. Navigate to the PATIENT module > SUMMARY tab. Click , then +SURVEY. Choose the survey you want to add by clicking on it. If you have a WORKFLOW started in the Patient module, you can select and add a survey in that Workflow.
  2. Open SCHEDULER. Click a Patient's appointment. On the appointment preview, hover over the patient's name. On hover, click the options button  on the right. Click SURVEYS and then +SURVEY. Choose the survey you want to add by clicking on it. 
On the Survey pop-up window:
  1. You can than COMPLETE the whole survey or part of the survey and SAVE it for later editing. If you CANCEL out, the survey will still be added to the Patient with the status CREATED.
  2. Surveys added to or completed for a patient are synchronized throughout the system. So, if a survey is completed in the Patient module, this survey will be accessible from the Scheduler module as well.

View, edit or delete surveys

All added surveys will be displayed in a list. Each survey has a STATUS that determines if a survey was just created, completed or is in progress. Hover over a survey to see the OPTIONS button. Choose from the respective options to view, edit or delete the survey.
  1. In VIEW mode, you can export a survey to PDF. To do so, use the control  in the top right corner.
  2. In EDIT mode, you can modify the survey responses as needed.
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Surveys older than 24 hours cannot be edited. However, you can create a new version with all the original data for necessary modifications.



Filter surveys and view latest surveys
When managing long lists of surveys, you can use the search bar to quickly find the required survey. You can also filter patient surveys by status and opt to view only the latest survey versions.
  1. The latest patient surveys are shown by default. To view all surveys, clear the corresponding checkbox.
  2. Surveys created based on the existing ones will reference the original survey.


Run patient workflows

The WORKFLOWS panel, located on the right-hand side, provides information on various tasks linked to specific appointment(s) associated with the selected patient.

Within the Workflows, you'll find steps that must be completed during the appointment. This panel remains visible when switching to other tabs within the PATIENT module.

To start a workflow:
  1. Click 
  2. Select a Workflow and appointment
  3. ADD
To stop a workflow:
  1. Click 
  2. Provide a reason in the text field (optional)
  3. STOP
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If you want to create an invoice for this appointment, choose CREATE INVOICE and click CREATE AND STOP. The system will open a CREATE PATIENT SALE screen with  pre-filled appointment and location information.
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For more information on Patient Management, see our E-learning course



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