There are many different types of items that can make up a case. Let’s have a look at each of them in detail:

Messages
Simple text-based messages are the basic building block of a case. They can be sent by the patient or any provider on the care team. They will always list the sender and timestamp of the message, and can be as long or short as desired.

Photos and Videos
Media attachments can be added by patients to messages and questionnaire responses. They will appear as square thumbnails within the case timeline – and videos will have a large play button on top. Simply click an image or video to view it full screen. Clicking the or pressing Esc will close the full-size view and return you to the case timeline.

Questionnaires
Providers can send questionnaires as attachments to messages. These are shown as green bars at the bottom of a message – they are labeled “Questionnaire” and list the name of the questionnaire.

If a questionnaire has not been answered by a patient, it will have an icon that shows a question mark in a chat bubble. Clicking on an incomplete questionnaire will pull up a preview of all the questions included in the questionnaire.

If a questionnaire has been answered by a patient, the icon will instead be a check mark in a circle. Clicking on a completed questionnaire will scroll the case timeline to the patient’s responses.

Patient responses to questionnaires appear as their own messages from the patient. They are labeled “Questionnaire Response” and list the name of the questionnaire. All of the patient’s answers are then listed – along with shorthand descriptions of the questions asked.

Mayo Clinic Articles
Providers can send high quality health education materials as attachments to messages. These are shown as dark blue bars at the bottom of a message – they are labeled “Article” and list the title of the article. Clicking on the bar will display the full text of the associated article.

Refill Requests
Patients can submit requests for prescription refills or renewals. You can identify a refill request by its bright blue color. These will always come in through an existing case – and, similar to questionnaires, the request summary simply lists out the details provided by the patient regarding the prescription they would like refilled.

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