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In this guide
Understand the patient workspace, communication boundaries, and safe support practices.
The patient workspace
Depending on the connected systems and account permissions, a patient record may bring together contact details, orders, consultations, prescriptions, lab orders, documents, messages, and other operational context.
Use this combined view to understand the journey. The source system responsible for a clinical, payment, or fulfillment record remains authoritative for that decision or event.
Route the message to the right team
- Account access, order navigation, and general technical problems belong to operational support.
- Payment questions belong to the authorized billing or client operations team.
- Diagnosis, eligibility, treatment, dosing, side effects, and prescription questions belong to the licensed clinical team.
- Shipment and delivery questions should follow the fulfillment escalation route configured for the program after the order state is verified.
Protect patient information
- 01
Confirm your access
Only open patient records required for your assigned work and account role.
- 02
Use approved channels
Keep patient-specific discussion inside the authenticated tools and secure channels designated for the program.
- 03
Share the minimum necessary context
When escalating, include only the information the receiving team needs to investigate.
- 04
Avoid local copies
Do not save screenshots, exports, or attachments containing patient information to unapproved devices or services.
Urgent medical situations
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 guideManage patient intake and questionnaires
Understand intake states, help a patient resume safely, and resolve common questionnaire issues without creating duplicates.
Read guideMonitor and manage orders
Use the ScalerMD workspace to find orders, understand available statuses, and investigate exceptions.
Read guide