Operations
Focused guidance for patients, front desk teams, and administrators.
This page is the daily-use guide. It covers what each operational audience needs to do, what can go wrong, and which handoff is appropriate when the issue moves beyond routine support.
Patient Information
- Patients can begin intake from a secure SMS link or by scanning a QR code posted at the check-in location.
- When arriving through the QR path, patients enter their name and mobile number so the system can match them to the active roster for that location and service date.
- If the patient cannot be matched, staff should verify spelling, phone number, service date, and whether the day’s roster has been uploaded.
- Expired intake links should be restarted by staff through the normal clinic workflow rather than by reusing stale tokens.
Front Desk and Clinical Staff Guide
Daily Start of Day
- Confirm the location QR is posted at the correct check-in point.
- Sign in to the front-desk roster page at
/frontdesk.html. - Validate the roster CSV for the relevant date range before importing.
- Review row-level errors and correct the CSV source if patient matches are failing.
During Intake Support
- Use QR when patients are physically present and SMS is not the primary entry path.
- If a patient cannot start, confirm the roster row exists for the date and location.
- If the wrong location QR is posted, rotate or replace it through the admin workflow.
- Do not share staff credentials or use the public QR page to perform staff-only actions.
Administration Guide
User and Role Control
Create and manage admins, operators, and front-desk users. Front-desk access should remain location-scoped.
Location Management
Verify QR metadata, rotate public tokens when necessary, and ensure staff are attached to the correct location.
Operational Review
Review imports, dispatch, completions, exports, and unresolved support issues as part of normal operations.
Administration boundary
QR pages are public entry points only. All imports, exports, user changes, and delivery actions remain behind authenticated API routes and audited workflows.
Issue Handling
| Issue | Likely Cause | First Response |
|---|---|---|
| Patient not found from QR | Roster missing, date mismatch, spelling mismatch, wrong location | Reload roster, verify service date, confirm location QR |
| Front-desk import blocked | Role or location scoping mismatch | Check assigned location and retry with the correct account |
| Responses not reaching downstream system | Provider endpoint or delivery failure | Escalate to technical support and review delivery history |