Clinical Inbox, Directory, Correspondence, and Practice Workflow Updates

This update brings together several workflow improvements for teams managing clinical documents, provider details, outgoing letters, patient communication, appointments, and patient records.

Clinical Inbox is easier to work through#

The Clinical Inbox now separates documents into clearer lanes so staff can focus on the next useful action:

• Ready to confirm shows documents that are ready for final review and filing.
• Need attention highlights documents that need a decision before they can be filed.
• Still processing keeps in-flight documents visible while scanning, conversion, and analysis continue.

When a document needs review, the document opens with the PDF beside the decisions that need attention. Staff can resolve missing or uncertain details, then use Confirm & file once the document is ready. The next-document flow also keeps the current queue context, so teams can keep working through filtered inboxes without losing their place.

Provider Directory data quality is easier to manage#

Organisation managers now have a dedicated Provider Directory Data Quality area in Settings > Data Management.

The page brings together:

• Sync Reviews for national directory conflicts that need confirmation.
• Quality Signals for unlinked organisations, unlinked practitioners, deactivated upstream records, and orphaned links.
• Suggested Links to help connect local address book records with national directory records.

National directory suggestions also surface in the workflows where teams need them most. When reviewing incoming documents or addressing correspondence, staff can confirm a national match and add it to the local address book instead of manually re-keying provider details.

Correspondence drafting and delivery has a fuller workflow#

Outgoing correspondence now has a more complete authoring surface. Staff can start from templates, save drafts, preview generated PDFs, mark a letter as clinical, submit it for review, or use Sign and send when they have permission.

The correspondence worklist now separates letters that are waiting To sign, To send, or have Failed delivery. Delivery staff can review recipients, choose delivery channels, forward letters to additional recipients, and manage post-ready correspondence from the same workflow.

Practice Inbox communication is more flexible#

The Practice Inbox now has clearer queue controls and a shared composer for new conversations.

Teams can move between views such as All, Unassigned, Mine, Unmatched, Resolved, Snoozed, and Spam, with badge counts showing what needs attention. The composer supports email and patient or organisation recipient workflows, templates, subject and message editing, attachments, and marking a thread as a clinical conversation.

Quick actions such as resolve, snooze, spam handling, claiming, and sender management make it easier to keep shared inboxes tidy without opening every thread.

Appointment workflows have better follow-up tools#

Reception and back-office teams have more support for appointment-related follow-up.

Appointment request processing now includes a Contact patient workflow for sending SMS or email and recording contact attempts. Staff can log outcomes such as no answer, voicemail, spoke with patient, or patient to call back, keeping the follow-up history attached to the request.

For organisations using appointments, the daily agenda also gives teams a quick operational view of today’s schedule, waiting-room counts, remaining appointments, practitioner filtering, and tablet-send actions.

Patient records now support clearer clinical and admin views#

Patient records now include a Clinical / Admin lens so staff can switch the record layout to match the task at hand.

The clinical view foregrounds documents, results, referrals, health team, next appointment, alerts, allergies, and medications. The admin view is designed for contact details, identifiers, related contacts, billing, and administrative follow-up.

The health team area has also been tightened up so teams can maintain practitioner and organisation relationships from the patient record, with directory search and add-new options available when a contact is not already in the address book.

Availability#

Some areas are controlled by organisation add-ons and user permissions. Staff will only see Practice Inbox, appointments, correspondence authoring or delivery, Clinical Inbox, and organisation data-management tools when those features are enabled for their organisation and their account has the relevant access.