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How to Set Up an Appointment Service

This tutorial guides operational and support teams through the complete lifecycle of a patient order within the Electronic Medical Record (EMR) Portal. The EMR is the most frequently used part of the platform where your team will perform its daily tasks, such as managing patients and orders. An order progresses through a series of statuses that mark its journey from the initial payment to the final shipment.

This tutorial focuses on the automated workflow process for an order. To learn how to manage orders manually, please refer to the Create an Order Manually and How to Manually Update an Order's Status guides.

(Image of the EMR Portal's main dashboard with the "Orders" tab highlighted here)

The Automated Order Journey​

This section details the most common path, where a patient creates an order through the client's website.

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Step 1: Creating an Order (Status: Processing)

  • An order is automatically created in the EMR portal when a patient completes the checkout process.

  • This new order appears in the Orders module within the EMR portal. It will have a specific ID number,

  • The initial status is Processing, which confirms the payment was successful.

How to view the order list and identify new orders.

(Image of the "Orders" list, highlighting a new order with the "Processing" status here)
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Step 2: Fulfilling Requirements (Status: Awaiting Requirements)

  • The order status moves to Awaiting Requirements if the patient still needs to submit necessary information, like a health questionnaire.

  • The operational team can click on the order to view its details and see which requirements are pending.

    (Image of the detailed order view, with the "Requirements" section highlighted here)
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Step 3: Getting a Prescription (Status: Awaiting Script)

  • Once all requirements are submitted, the status changes to Awaiting Script.

  • This signals that the system is waiting for a prescription.

  • For clients integrated with a physician partner (e.g., Beluga), a visit request is automatically sent via API.

  • The physician reviews the information, communicates with the patient if needed, and writes the prescription.

(Image of the order view showing the "Awaiting Script" status here)
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Step 4: Linking the Prescription (Status: Awaiting Fulfillment)

  • When the prescription is received via the API, it must be linked to the order.

  • The order status then moves to Awaiting Fulfillment.

  • This indicates the order is ready to be sent to the pharmacy.

(Video showing how a received prescription appears and is linked to an order here)
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Step 5: Sending to Pharmacy (Status: Awaiting Shipment)

  • The system sends the order and the attached prescription to the fulfillment partner (pharmacy).

  • The status updates to Awaiting Shipment.

  • The pharmacy then prepares the product for shipping.

    (Image of the order view showing the "Awaiting Shipment" status here)
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Step 6: Order Complete (Status: Shipped)

  • The pharmacy ships the order and sends a tracking code back to the system via a webhook.

  • The order status changes to Shipped, marking the final stage of the lifecycle.

(Image of a completed order with the "Shipped" status and a tracking number visible here)

Create an Order Manually​

In some cases, you may need to create an order for a patient directly from the EMR Portal to:

  1. Support an outbound sales team that creates an order on a patient's behalf.

  2. Resolve an issue with an original order or subscription that requires a replacement.

Follow these steps to learn how to do it:

  1. Navigate to the Patient's Profile.

  2. Go to the Orders tab within the profile.

  3. Click the Create Order button.

  4. Fill in the product details, pricing, and other required fields.

  5. Save the order.

(Video walking through the manual order creation process here)
  • Note: A detailed guide on this process is needed. The information provided does not specify the exact steps or fields required for manual order creation.

Manually Update an Order's Status​

In some cases, you may need to manually update an order’s status to:

  1. Resolve a stuck order.

  2. Correct an error.

Follow these steps to learn how to do it:

  1. Locate the order in the Orders list.

  2. Click the dropdown menu in the Status column for that order.

  3. Select the new, correct status from the list. The change is saved automatically.

(Image or short video showing a user clicking the status dropdown and selecting a new status from the list here)