Care Navigation Workflow: How to Request a Patient Provide More Information Following a Care Navigation Submission
In some cases, you may need additional information from a patient to proceed with their care navigation submission. This could happen if details are incomplete, if clarification is needed, or if more context is required to make an informed decision. Hero makes it simple to reach out to patients and gather the necessary information efficiently.
Steps to Request Additional Information
Open the Care Navigation Request
Navigate to the relevant care navigation submission in Hero.
Click "Send Message"
Locate and click the "Send Message" button associated with the request.
Choose the Communication Method
Decide how you want the patient to provide the additional information:
Send a Link to Reply: Share a direct link that allows the patient to respond to your message with details you have requested. Within the message builder click on the reply button which will insert a link for the patient to reply to your message. The reply will come back into the Hero inbox for you to review.
Send a Questionnaire: You can create a questionnaire with the specific questions you need from the patient. Then, in the message builder, click on the questionnaire button and select the questionnaire you would like to send to the patient. The completed questionnaire will arrive in the Hero inbox to be reviewed.
Customise the Message
Write a clear and polite message explaining what information is needed and why it’s important. Provide guidance on how to respond or complete the questionnaire.
Send the Request
Review your message for accuracy and completeness.
Click "Send" to notify the patient.
Additional Tips for Effective Communication
Be specific about the information you’re requesting to minimize back-and-forth communication.
Use patient-friendly language to ensure your request is easy to understand.
Set a reasonable deadline for the patient to respond and include it in your message.
By following these steps, you can efficiently gather the information to resolve the request.