How Patients Use the System

Add a patient manually and send an invite

Add a patient manually from Patients using first name, last name, and email, then send the patient portal invite.

How a new patient gets care

A step-by-step view of the patient path through treatment selection, payment authorization, health intake screening, scheduling when required, provider review, and fulfillment.

What does a patient experience from start to finish?

Patients choose treatment, complete the required intake and consent steps, submit their health intake screening exam, complete any required video visit, and then move into provider review and pharmacy fulfillment if approved.

Is the patient charged up front?

Payment is authorized at intake, so the patient will see the money leave their account, but the full transaction does not settle until a provider approves them for care. If they are not approved, they do not pay.

What is the difference between a new patient, an existing patient, and a transfer of care?

A new patient fills in their details and goes through full intake.

What happens if an existing patient tries to check out through my website again?

The system recognizes them as an existing patient and redirects them to their patient portal to complete checkout there.

How does an active patient order more medication?

Through the patient portal marketplace.

Does a transfer of care count if the patient was buying from an overseas or research source?

No.

If a patient wants to add another medication later, do they redo the whole intake?

The patient completes the intake required for the new treatment. Whether consent must be signed again depends on the provider network's consent requirements.

How does conditional logic work in the intake exam?

Healthaide exams use conditional logic to streamline the patient experience.

Can patients bundle multiple products together at checkout?

Healthaide does not currently support bundling multiple different products into a single checkout.

How does a patient get a refill or change their dose?

In their portal the patient sees their active prescription with a countdown and automatic reminders. They request the refill, answer a short set of clinical questions, and a provider reviews it. Dose and duration changes are governed by the protocol Healthaide has written for each medication.

Where do patients find administration instructions and medication information?

Each medication in the patient portal includes educational resources.

Why do I see so many anonymous entries on the Sessions page?

Those are people who started a checkout but never entered their personal information, so the system has no name yet.

What if a patient discontinues a checkout and comes back later?

The system tracks the unfinished session.

Can I add a patient manually instead of having them go through the website?

Yes.

Can patients rate their medication or pharmacy experience?

Yes.

What does the patient mobile app add, and is it branded?

The Healthaide app is included by default and is Healthaide branded.

Can a patient cancel an order or be refunded?

There is no pause option and no subscription model.

What consultation formats are supported?

Asynchronous medical questionnaire, live video synchronous visit, secure portal messaging, and hybrid programs that combine these.

Is every patient intake reviewed by a licensed clinician?

Yes.

How long does provider approval take after a patient submits intake?

Many asynchronous reviews are completed quickly, but timing depends on provider availability, state requirements, the treatment, whether a synchronous visit is required, and whether additional information is needed.

What does the patient actually see for dosing instructions?

The sig field is what the patient sees in their portal under their active prescription.

Does the synchronous video call show our brand?

Yes.

Is call transcription available for synchronous visits?

Yes.

Encounters and Tags explained

See how to create and manage patient encounters, attach clinical notes, and use tags to organize and filter your patient list efficiently.

Patients explained

A full walkthrough of the Patients section, adding patients, navigating their profile, reviewing history, and managing their care from one place.

New patient workflow interface, patient UX update, and featured treatment

Two updates in one: a redesigned patient workflow checkout and intake experience, plus a new Featured Treatment feature that lets you highlight a specific treatment at the top of a workflow checkout.

Set up a featured treatment in a workflow

Step-by-step instructions for featuring a specific treatment at the top of a workflow checkout screen, including the banner setup, image rules, and choosing which workflow it appears in.

Customize treatment categories for workflows

A new Custom Categories feature under Catalog lets you group treatments into browsable tabs (like Popular, New, Orals, or Injectables) on the workflow checkout, each with its own name, emoji, color, assigned treatments, and display order.

Create a custom treatment category for workflows

Step-by-step instructions for creating a custom category under Catalog, assigning treatments and setting their display order, and confirming the category tab appears on your workflow checkout page.

What statuses does an intake move through if it is not approved right away?

The Sessions page tracks each intake with these status filters: In Progress, Awaiting Approval, Approved, Rejected, Completed, Expired, and Cancelled. There is also an internal, protected Request Information status.

What does a patient see after applying for treatment?

Patients resume incomplete applications from Dashboard. Once a health intake screening exam is submitted, the request appears under Prescriptions with the current review or visit status.