This article will provide you with information about what it means for a patient to be inactive in Welkin, and will walk you through locating and marking a patient profile as inactive in the platform.
- Context on Marking a Patient Profile Inactive
- Two Methods for Marking a Patient Inactive: The ‘Mark Inactive Method’ versus The ‘Inactive Phase-Setting’ Method
- Deactivating and Reactivating a Patient Using the ‘Mark Inactive’ Method
- Deactivating and Reactivating a Patient Using the patient Phase Setting Method
Context on Marking a Patient Profile Inactive
As your program matures, you may have patients who no longer wish to participate or are no longer eligible for your program.
To remove these patients from showing up in your patient lists, you can mark a patient as inactive. This will prevent alerts from being triggered for the patient and will dismiss any existing alerts for that patient. Welkin does not delete data from the system-- marking a patient as inactive essentially archives the patient record. When marked as inactive, the patient will still be searchable within the system and the full history of interaction with your team will be maintained and available in the event that the patient is reactivated.
Important Note: If you choose to remove the phone number or email address from a deactivated patient's profile, if the patient makes an inbound communication these communications will be classified as “unrecognized.” This means that the communications will need to be reconciled manually in the system.
Two Methods for Marking a Patient Inactive: The ‘Mark Inactive Method’ versus The ‘Inactive Phase-Setting’ Method
Depending on how your program was designed, one or both of the mechanisms listed below may be used to mark a patient as inactive. If both exist in your program and you are unsure of which to use, consult your supervisor or lead for more information.
Deactivating a Patient Using the ‘Mark Inactive’ Method
Using this method, the patient stays in their current phase but is deactivated; alerts will not be triggered for this patient.
- On the patient's profile in the Action Menu (the action may be located in the overflow menu under the ‘...’), click on Mark Inactive.
- After performing this action, a red dot and Inactive label will be added beside the patient's name.
Reactivating a Patient Using the ‘Mark Active’ Method
At any time, you may follow the same steps above to reactivate the patient by choosing the action Mark Active. Depending on your program, a patient may also be reactivated if they make an inbound communication.
Deactivating a Patient Using the patient Phase Setting Method
Using the Phase Inactive method, the patient will be grouped with all other inactive patients.
- On the patient's profile in the Action Menu (the action may be located in the overflow menu under the “...”), click on Change Phase.
- Select the Inactive option.
Reactivating a Patient Using the patient Phase Setting Method
At any time, you may choose to reactivate the patient by selecting the action Change Phase and choosing a phase that is applicable to the patient.
Important Note: If the patient is in the Inactive phase and makes an inbound communication, the system will not automatically change their phase. The patient's phase and inbound communication will need to be reconciled manually in the Welkin platform.