Patient Inquiries
Manage patient-initiated questions and support requests with status tracking, staff assignment, conversation threading, and complete audit trails. Never lose track of a patient's question again.
Try Inquiries in DemoPatient Questions & Support Requests
Patients and their families can submit questions, concerns, and support requests directly through AveeCare. Each inquiry is tracked as a case with a clear lifecycle — from initial submission through resolution and closure.
What inquiries capture
- Patient or family member submitting the inquiry
- Subject and detailed description of the question or concern
- Attachments (documents, photos, or other files)
- Submission timestamp and source
- Assignment to a specific staff member
Inquiry Status Tracking
Every inquiry moves through a clear lifecycle with 4 statuses. Color-coded labels make it easy to see the state of every inquiry at a glance.
New inquiry submitted by a patient or family member. Awaiting staff review.
A staff member has been assigned and is actively working on the inquiry.
The inquiry has been answered and the issue has been addressed.
The inquiry is finalized and archived. Can be reopened if needed.
Assignment & Reassignment
Assign each inquiry to a specific staff member who becomes responsible for following up and resolving the issue. Inquiries can be reassigned at any time if the original assignee is unavailable or if the inquiry needs to be escalated.
Initial Assignment
When an inquiry is submitted, assign it to the most appropriate staff member based on the patient, topic, or department.
Reassignment
Transfer an inquiry to a different staff member at any time. The full conversation history follows the inquiry to its new assignee.
Notifications
Assignees are notified immediately when an inquiry is assigned or reassigned to them. No inquiry gets lost in the shuffle.
Conversation Threading & Attachments
Threaded Conversations
- Each inquiry has its own conversation thread
- Staff and patients can exchange messages in context
- Full history is preserved even after resolution
- Rich text messages with formatting support
Attachments
- Attach documents, photos, or files to any message
- Patients can share images of medications, symptoms, etc.
- Staff can share care instructions or forms
- All attachments stored securely within the inquiry
Close, Reopen & Audit Trail
Close Inquiries
Mark inquiries as resolved and then close them when complete. Closed inquiries are archived but remain fully searchable.
Reopen Inquiries
If a patient's question resurfaces or wasn't fully resolved, reopen the inquiry to pick up where you left off. All prior history is preserved.
Audit Trail
Every action is logged — assignments, status changes, messages, attachments. Complete audit trail for compliance and quality review.
All messaging features included at $6/client/month.
No add-on fees, no per-message charges, no long-term contracts.