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Understand intake states, help a patient resume safely, and resolve common questionnaire issues without creating duplicates.
What patient intake can include
The intake flow collects the information required by the configured program before the journey can continue. Depending on the workflow, this can include contact information, health questions, acknowledgements, consent, identification, documents, or a signature.
ScalerMD can show available intake and questionnaire activity alongside the patient or order record. The exact questions and requirements depend on the workflow enabled for the account.
Understand the intake state
- Not started: the journey or invitation exists, but no intake activity has been recorded.
- In progress or incomplete: some information has been saved, but the required submission has not been completed.
- Submitted: the patient completed the required submission and the workflow can continue to its next configured stage.
- Action required: a missing, expired, or invalid item needs attention before the workflow can move forward.
Help a patient resume safely
- 01
Find the existing record
Search for the patient or order and confirm the current intake state before creating anything new.
- 02
Verify the approved contact method
Confirm the email address or phone number using the identity-verification process approved for your team.
- 03
Use the available resume or resend action
If the record offers an invitation, reminder, or resend action, use it from the existing record so the patient returns to the correct journey.
- 04
Confirm the communication event
Verify that the dashboard records the intended email or message event. Do not repeatedly send reminders while delivery is still pending.
- 05
Verify submission
After the patient completes the flow, confirm that the intake state and order timeline move to the expected next stage.
Common intake problems
The patient did not receive the email or message. What should I check?+
Confirm the saved contact detail, review the communication timeline, ask the patient to check filtered folders, and use the available resend action only after confirming the first attempt is not still pending.
Should I create a new order so the patient can try again?+
Usually no. First locate the existing journey and use its approved recovery action. A duplicate can separate the intake from the original payment, order, or clinical record.
The patient says the link has expired or does not open.+
Confirm the existing record and use the available secure resend or refresh action. Do not copy a patient-specific link into ordinary email or a public support request.
Can our support team answer the health questions for the patient?+
No. Support can help with access and navigation, but the patient must provide their own health information. Clinical interpretation belongs to the licensed clinical team.
Need more help?
Review the safe support options before sharing account context. Keep patient information and credentials out of ordinary email.
Related guides
Understand order statuses and next actions
Read an order timeline, identify who owns the next step, and respond safely when activity stops moving.
Read guideMonitor and manage orders
Use the ScalerMD workspace to find orders, understand available statuses, and investigate exceptions.
Read guideWork with patient records and messages
Understand the patient workspace, communication boundaries, and safe support practices.
Read guide