Overview and priority of message conversations

Click on Messages from the healthcare menu to go to an overview of incoming messages. On the page, you will see a list of the unmanaged message conversations and the message conversations that you have responded to and are responsible for. You can also see the patient’s name, reason for contact and the number of unread messages. Additionally, you can select to receive a notification when there is a new messaging conversation that has not been picked up.

To ensure that patients with the greatest need receive care first, you can prioritise cases, so that cases with the highest priority end up at the top of the view. The patient cannot see which priority has been recommended, but the information is only visible to the healthcare professional.

Prioritisation with Red Robin

If you work within a clinic that has connected Red Robin, Visiba's tool for automated history and triage, you can see that the messages received via Red Robin have been assigned a priority of urgency, based on the patient's history. This is shown as a number in the right-hand column and helps you quickly get an overview and recommendations for the order in which the messages should be reviewed. The prioritisation scale goes from priority 1 to priority 8.

When you have clicked on the message and read the information, you have the option to change the priority. You can subsequently see a log of which new priority was chosen, who made the change and when it was made. 

Note! Red Robin does not handle message matters automatically but only provides recommendations that healthcare practitioners can use as decision support. Therefore, the patient will not be able to be directed to self-care. Click here if you want to know more about Red Robin's priority and triage.

Prioritisation without Red Robin

If you are not working with Red Robin, no priority is displayed automatically, but if you click into the message, you can enter the priority manually, after reading the message.

You can then sort messages by clicking on the Priority heading. Those cases that have not gone through Red Robin or been assigned a prio manually have a horizontal dash (-) instead of a number in the right column.