The Virtual Triage Center (Fig. 1) significantly upgrades the previous virtual waiting room experience. By providing an intuitive way to manage and customize the data and a comprehensive command center for managing multiple patient queues and schedules, clinicians can more efficiently manage virtual care delivery volumes, resulting in an improved patient experience and a stronger clinician experience.
The waiting room is now known as the queue.
Main parts of the queue
|Fig. 2||Queue Indicator||Displays the number of patients currently waiting, in visit, and scheduled to be seen|
|Fig. 3||View Filter and Sorting Menu||Access views, status, sort, fields, and density filter options|
|Fig. 4||Database Fields||Sortable columns of visit details|
Requeue or reassign a patient, start the visit, cancel the visit, change patient status, access side-panel
With Views, you can customize how the queue data is presented to you so that you see the information most pertinent to your workflows.
To create a new view, follow these steps:
- Click + Create a new view
- Choose a name for the view and click Create View (our example is Wait Time View)
- Open the newly created view
- Open the Fields options menu and disable the fields you don’t want to see ⏤ in the example below; only patient status, wait time, and visit type will display
Move the fields (columns) so the data is in the desired order. In the example below, Wait Time was moved from the second position to the fourth.
- Click Save View
- To make this your default view, click the vertical ellipsis (Fig. 13) to open the options menu and click Set as default (Fig. 14)
Status filter options
This filter allows you to display patients by status: arrived, ready, or both, depending on your workflow needs.
The patient status “Arrived” indicates a patient has joined their visit session after leaving the video lobby. The patient status “Ready” indicates a clinical user has manually set the patient status to “Ready” or reassigned the patient to a different provider.
With sort by, you can quickly see which patients have been waiting for the longest, which patients have had their status changed most recently, and which patients had their status changed most recently or last.
- Earliest To Latest: The default sorting behavior, with the earliest scheduled visits within a rolling 24-hour period. On-demand visits will always appear at the top of the patient visit list.
- Longest Wait Time: Prioritize patients with the greatest wait time since they joined their visit.
- Most Recent Status Change: When a patient's status changes (e.g., Arrived to Ready), patients with the most recent status changes will appear first.
- Last Recent Status Change: After a patient's status changes, patients with the oldest status changes will appear first. If the total patient wait time is not accurate enough for your clinic due to the reassignment process, utilize the last recent status change to inform which patients have not interacted with the longest.
You can choose what information you see displayed from the fields/columns options (Fig. 17). The default view is shown below ; all fields are displayed. The two fields/columns that are always displayed are patient details and actions. A description of what is displayed in each field is described in Table 2.
The patient’s status
|Provider Details||Displays the provider’s avatar, name, and email address.|
|Wait Time||The time, in minutes, the patient has been waiting before the visit starts.|
|Join Time||The time when the patient joined the visit.|
|Visit Type||The visit type selected by the patient or scheduler. Visit types are practice specific.|
|Contact Info||The patient’s email address and phone number.|
|Visit Time||The time the visit was scheduled.|
|Language||Preferred language of the patient.|
|Patient Location||If geolocation is enabled, this displays the state the patient is located in.|
Density gives you another option on how you want to display the queue data. It expands or contracts the cell size in the data table to provide a compact, standard, or comfortable (large) data format.
Patient presence indicator
The Virtual Triage Center provides a visual clue (a green dot next to the patient’s avatar) that lets you know if the patient is connected and present.
In the actions section, you access tools to interact with the patient, start a visit, reassign a patient to another provider, chat with a patient, and open the patient side panel.
This icon is only visible when a patient is in the queue.
Use when you need to reassign a patient to another provider/clinician.
When you click the icon, a window will appear that provides the list of providers to whom you can reassign the patient. It’s a best practice to select the filter “Show only available providers.”
When a patient is in the queue, you can chat with them before the start of the visit itself. This is useful when a workflow incorporates a check-in process or if there are questions you need to ask a patient before starting the visit.
Everyone with access to the visit will have access to the chat dialogue. When there is an unread message, a yellow indicator will be attached to the chat icon (Fig. 24).
Use the cancel option if you need to cancel the visit.
- Click the cancel icon
- Confirm that you want to cancel the visit by clicking Yes
- Select why you’re canceling the visit, then click Submit
Clicking the ellipsis opens up more options for you.
- Start a visit
- Share a link to the visit through email or text message
-Copy a link to the visit and send it via internal message systems, email or text
-Access the patient/visit side panel, which contains (depending upon your clinic’s preferences)
- visit details
- patient information
- add attachments tool
- charting tool
- chat function
Still Have Questions?
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