When a patient has not replied to a request for more information, there are two simple ways to manage the request and keep your workflow moving.
Option 1: Move the request to your actionable list
Go to Pending requests
Select the relevant patient request
Leave a comment on the request
Make sure “Mark request as actionable” is switched on
Click Leave comment
What this does:
This moves the request into your Actionable list, allowing your team to proceed without waiting for a patient response.
Option 2: Finalise the request
If no response is expected or appropriate to wait for:
Open the request
Select Finalise request
Add a sign-off message such as:
Finalising this request as we have not received a response. If you would like us to continue, please submit a new request with the requested information.
What this does:
Closes the request while clearly communicating next steps to the patient.
When to use each option
Use Option 1 (Actionable) when the request still needs internal follow-up
Use Option 2 (Finalise) when no further action will be taken without patient input
This approach helps keep your request list clean, ensures nothing gets stuck in pending unnecessarily, and maintains clear communication with patients.