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User Workflows

This page describes the common workflows and processes that users will follow in the Quill Medical frontend application.

Status: Many workflows described below (messaging system, quotes/payments, letter management) are planned features not yet fully implemented. Current implementation includes patient demographics viewing and basic letter storage.

Patient Workflows

Starting a Conversation

When to use: You have a question or concern for your healthcare provider.

Steps

  1. Log in to your account
  2. Navigate to the Messages section
  3. Click "New Message"
  4. Select the type of query
  5. Write your message clearly
  6. Attach any relevant images or documents (optional)
  7. Submit your message

What happens next

  • Your message is reviewed by clinic staff
  • A clinician is assigned to your query
  • You receive a quote for the response time
  • You choose whether to proceed with payment

Responding to a Quote

When to use: You've received a quote for a clinician's response.

Steps

  1. Review the quote in your Messages
  2. See the estimated cost and timeframe
  3. Choose to accept or decline
  4. If accepting, proceed to secure payment
  5. Receive confirmation

What happens next

  • Clinician is notified of payment
  • Your query is prioritized for response
  • You receive an answer within the quoted timeframe

Viewing Letters

When to use: You need to access clinical letters.

Steps

  1. Navigate to the Letters section
  2. Browse your letter history
  3. Click on a letter to view
  4. Download PDF if needed
  5. Acknowledge receipt (if required)

Available actions

  • View letter online
  • Download as PDF
  • Print letter
  • Share with other healthcare providers (with permission)

Clinician Workflows

Reviewing New Messages

When to use: Daily message triage and assignment.

Steps

  1. Log in and navigate to Messages
  2. View queue of new patient messages
  3. Read message content and patient context
  4. Assess urgency and complexity
  5. Assign to yourself or another clinician

Decision points

  • Urgent vs. routine
  • Specialty required
  • Estimated time needed
  • Patient subscription status

Estimating and Responding

When to use: Assigned a patient query.

Steps

  1. Open the assigned conversation
  2. Review patient message and history
  3. Estimate time required (in 6-minute units)
  4. Submit estimate to create quote
  5. Wait for patient payment confirmation
  6. Draft comprehensive response
  7. Review and send

Best practices

  • Be thorough in time estimates
  • Include all relevant information in response
  • Use clear, patient-friendly language
  • Offer follow-up if needed

Drafting Letters

When to use: Creating formal clinical correspondence.

Steps

  1. Navigate to Letters section
  2. Click "New Letter"
  3. Select patient and letter type
  4. Draft content in markdown format
  5. Preview the formatted letter
  6. Save as draft or submit for review
  7. Obtain approval (if required)
  8. Send to patient and other recipients

Letter stages

  • Draft: Work in progress, can be edited freely
  • Review: Submitted to senior clinician for approval
  • Approved: Ready to send
  • Sent: Delivered to recipient(s)
  • Acknowledged: Recipient confirmed receipt

Administrative Workflows

Managing Patient Access

When to use: Setting up new patients or managing permissions.

Steps

  1. Access the Patients section
  2. Create new patient record
  3. Enter demographics and contact information
  4. Set appropriate access permissions
  5. Generate invitation link
  6. Send invitation to patient
  7. Monitor activation status

Message Triage

When to use: Prioritizing and routing patient queries.

Steps

  1. Review new message queue
  2. Read message content
  3. Assess urgency level
  4. Assign to appropriate clinician
  5. Add internal notes if needed
  6. Set priority flags
  7. Monitor response timeframes

Subscription Management

When to use: Managing patient subscription plans.

Steps

  1. Access patient account
  2. View current subscription status
  3. Review usage and quota
  4. Modify plan if requested
  5. Process refunds if needed
  6. Update billing information
  7. Communicate changes to patient

Common Tasks

Updating Your Profile

All users

  1. Click Settings icon
  2. Navigate to Profile
  3. Update information as needed
  4. Save changes
  5. Verify changes with confirmation email (if email changed)

Enabling Two-Factor Authentication

  1. Go to Settings → Security
  2. Click "Enable Two-Factor Authentication"
  3. Scan QR code with authenticator app
  4. Enter verification code
  5. Save backup codes in a secure location
  6. Confirm setup is complete

Searching Content

Finding messages or letters

  1. Use the search bar at the top of the page
  2. Enter keywords or patient name
  3. Filter by date range or type
  4. Click results to view full content

Managing Notifications

Configuring alerts

  1. Navigate to Settings → Notifications
  2. Choose notification preferences
  3. Email notifications
  4. Push notifications (if supported)
  5. In-app alerts
  6. Set quiet hours if desired
  7. Save preferences

Handling Common Situations

Payment Issues

If payment fails

  • Review your payment method
  • Check for sufficient funds
  • Try an alternative payment method
  • Contact support if issue persists

Message Response Delays

If response takes longer than expected

  • Check the quoted timeframe
  • Consider service level (Bronze, Silver, Gold)
  • View clinic hours and holidays
  • Contact clinic administrator if urgent

Technical Difficulties

If the application isn't working

  • Try refreshing the page
  • Check your internet connection
  • Clear browser cache
  • Try a different browser
  • Contact technical support

Accessing Old Records

Finding historical information

  • Use date filters in Messages or Letters
  • Use search with date ranges
  • Request export of your data (available in Settings)
  • Contact support for records older than retention period

Workflow Timing

Patient Response Times

Service Levels

  • Bronze: Response within 48 hours (clinic hours)
  • Silver: Response within 24 hours
  • Gold: Response within 12 hours
  • Pay-as-you-go: Defaults to Bronze timing

Staff Activity Windows

Typical workflows

  • Morning: Review overnight messages, prioritize urgent items
  • Midday: Respond to assigned queries, draft letters
  • Afternoon: Final reviews, approvals, send letters
  • Evening: Limited urgent-only responses

Best Practices

For Patients

  • Be specific: Clearly describe your concern
  • Be concise: Keep messages focused
  • Include context: Mention relevant symptoms or timeline
  • Attach images: If helpful for diagnosis
  • Follow up: Acknowledge receipt of important letters

For Clinicians

  • Accurate estimates: Better to slightly overestimate time
  • Comprehensive responses: Address all patient concerns
  • Clear language: Avoid unnecessary jargon
  • Timely replies: Respect quoted timeframes
  • Document thoroughly: Include all relevant clinical information

For Administrators

  • Quick triage: Review messages daily
  • Fair assignment: Distribute workload evenly
  • Monitor timeframes: Track response times
  • Proactive communication: Keep patients informed
  • Quality checks: Ensure proper documentation