Navigating to the Awaiting Response inbox
You can navigate to the Awaiting Response inbox from 'Show inbox for' drop down.
When does a request move to the Awaiting Response inbox?
Requests move to the Awaiting Response inbox when a message is 'awaiting response' from a patient. This can happen when:
- You send a 'Reply required' message from the Patient details page (GP practice message) and the patient hasn't replied.
- You reply to a patient request with a 'Reply required' message and the patient hasn't yet replied.
The request will also sit in the unassigned or a personal inbox until a triage decision has been entered and all tasks have been marked as 'done'
What happens when the patient replies to a message?
When a patient replies:
- To a 'Reply required' (GP practice) message
The message moves to the personal inbox of the staff user who sent the message with a status of 'Patient message received'
- To a 'Reply required' message that's assigned to you because it requires a triage decision.
The message moves out of the Awaiting response inbox and its status in your personal inbox is updated to 'Patient message received for you'
What happens when the patient doesn't reply?
If a patient doesn't reply to a message that is in ONLY the Awaiting Response inbox i.e. all tasks have been marked as done and a triage decision has been entered, then the request can be completed and the request will be moved to the Completed inbox.
If automatic completion has been enabled for your practice , and a patient doesn't respond to a message within a specified number of days and the request has been sent to the Awaiting Response inbox, Patchs will automatically complete the request.