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Review Requests

Some organisations ask you to review a patient again before the patient orders anything that needs a prescription. The usual case is a repurchase: the patient fills in a short follow-up questionnaire and pays a prescription fee in the shop, and the shop sends you a review request with the new questionnaire. You decide what happens next:
  • Create the treatment as a draft order in the shop.
  • Request a video appointment if you want to see the patient first.
  • Decline, with a reason.
Review requests only appear if your organisation sends them. If yours does not, nothing on this page applies to you and the Anamnesis Center is unchanged.

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Where they appear

The Anamnesis Center has two tabs: Prescription queue and Review requests. A badge on the Review requests tab shows how many open requests are waiting in your list. The list shows your own requests first, then the organisation’s unassigned requests, oldest first. Each row shows when the request was created, the patient, the shop, the type (for example Repurchase), the status and the doctor, or Not assigned. Select Open to see the request. Only open requests are listed. A request a colleague has does not appear, and a request the shop cancelled disappears from the list.

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Who a request goes to

A request is assigned to the doctor who signed the patient’s most recent prescription in your organisation, because that doctor knows the patient best. If the patient has no signed prescription, or that doctor’s account is archived, the request arrives unassigned, and any doctor of your organisation can take it. A request stays with you until you act on it or forward it. There is no time limit after which it goes back to the organisation. If you are away, ask an administrator to reassign your open requests.

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What you see

  • Anamnesis — The answers the patient submitted with this request. As with every review, opening the answers records that you viewed them.
  • Patient — The patient’s name, the shop, the type of request, the doctor who has it, when it was received, the shop’s order for the prescription fee and, once you created it, the treatment draft. Patient profile opens the patient’s profile in a new tab, with their previous prescriptions, orders and appointments.
  • Video appointment — The date of the patient’s last video appointment with your organisation, or None on record. Once you requested an appointment, also the booking link, its status (Waiting for booking, Booked or Link expired) and the date until which it is valid, and the appointment the patient booked, with its status.
  • History — Every change to the request, with who made it and when: received from the shop, assigned or forwarded, video appointment requested, treatment created, treatment paid, declined or cancelled, with the reasons given.
  • Patient notes — The notes on the patient, as on the patient’s profile.
The shop decides whether the patient may be reviewed without a consultation, for example whether a video consultation is due first. RxScale does not check that rule. The date of the last video appointment is shown so that you can judge for yourself. If you want to see the patient, request a video appointment instead of creating the treatment.

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What you can do

While a request is open, the Your decision card offers the actions below. A request that is closed shows This request is closed and, if one was given, the reason.

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Take

Shown only for an unassigned request. Take makes the request yours, and your colleagues no longer see it. Creating the treatment or requesting a video appointment on an unassigned request also makes it yours.

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Create treatment

Create treatment opens the same dialog as a direct prescription, with the patient and the request’s shop already chosen. Choose the products and quantities and select Create prescription. The draft order is created in the shop at once, and the request moves to Treatment created. The shop then sends the patient the invoice. RxScale does not send it. Once the patient has paid, the request is Completed, and the prescription appears in the patient’s file and in your queue for review and signing, like any other prescription.

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Request video appointment

Request video appointment invites the patient to a video appointment with you. The action is shown when your organisation has active appointment types that you have not switched off.
  1. Choose the Appointment type. Only the types you offer are listed.
  2. Optionally add a Note to the patient. It is shown on the booking page after the patient opens the link, never in an email.
  3. Select Request appointment.
The request moves to Video requested, unless you already created the treatment, and stays open. After the appointment, come back to the request and create the treatment or decline. The booking link:
  • is valid for 14 days. For a paid appointment on a storefront, it is valid a little longer, so that a payment in progress is not cut off.
  • is pinned to you: the patient can only book your times.
  • can be replaced once it has expired unused, or once the appointment booked through it was cancelled or missed. The action then reads Request new link. The new link replaces the old one, and the history keeps both. While a link is still valid, or the patient has an upcoming appointment from it, you cannot request another one.
Who brings the link to the patient depends on the shop:
You need a video room to request an appointment. If you have none, you are asked to contact an administrator. On shops other than an RxScale storefront, RxScale takes no payment for the appointment: the shop decides whether the patient pays for it.

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Forward to colleague

Forward to colleague hands the request to a colleague without declining it. The picker lists the doctors of your organisation whose accounts are not archived. Your colleague takes over the request, and you no longer see it. The history records who forwarded it to whom. If no colleague is available, you are told so.

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Decline

Decline closes the request. Enter a Reason. You can also choose a Label, which groups the decline in your organisation’s reports. Declining also ends a booking link the patient has not used yet.
The shop learns that you declined the request, and why: your reason is sent to the shop. Write it clearly and professionally. Declining does not refund the prescription fee. Whether the fee is refunded is the shop’s decision: do not tell the patient their money will be returned.

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When the shop cancels a request

The shop can cancel a request that is still open. It then disappears from your list. If you still have it open, your next action is refused, you are told that the shop cancelled the request, and you return to the list. A booking link the patient has not used stops working. An appointment the patient already booked stays booked unless it is cancelled separately.

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Video appointments for storefront patients

You can also invite a storefront patient to a video appointment without a review request: open the request in Storefront Prescription Requests and use the Video appointment card. RxScale emails the patient the booking link.