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Requester Case Flow

The Requester Case Flow describes all actions that a Requester (institution coordinator) can perform when handling medical second-opinion cases in the Medical Second Opinion (MSO) System.
A requester represents an institution such as a hospital, clinic, or pharmacy, and manages cases on behalf of patients.

1. Overview​

A requester initiates the case lifecycle by selecting or creating a patient, entering case details, and submitting the case for expert review.
The requester can also track progress, manage appointments, view provider recommendations, and review invoices.

2. Starting a New Case​

2.1 Select or Create a Patient​

Before creating a case, the requester must associate it with an existing or new patient record.

  1. Navigate to Patients → Patient List.
  2. Click Add New Patient if the patient is not yet registered.
  3. Enter required patient details (name, date of birth, gender, nationality, and national ID).
  4. Optionally, add contact and address information.
  5. Click Save to create the patient profile.

For more details, see Patient Management Overview.

2.2 Create a New Case​

Once the patient is selected or created, the requester can proceed to create a new medical second-opinion case.

  1. From the left menu, navigate to Cases → Create Case.
  2. Select the Patient from the dropdown list.
  3. Choose the Committee Type — this determines how the case will be reviewed:
Committee TypeDescription
One SpecialistThe requester seeks a second opinion from a single medical specialist in one specialty.
Multiple SpecialistsThe requester seeks second opinions from multiple specialists across different specialties.
CommitteeThe case will be assigned to one main specialist who will form and lead an external committee, conduct the review meeting, and write the final unified recommendation on behalf of the committee.

The Committee Type is a required field for every case.

  1. Select one or more Medical Specialties based on the chosen committee type:

    • For One Specialist: select one specialty only.
    • For Multiple Specialists: select two or more specialties.
    • For Committee: at least one specialty is required; others may be added depending on the case.

  2. Enter a Case Description summarizing the medical background, clinical question, and what the requester is seeking from the specialists.

    • This field is required.
    • It should clearly describe the patient’s condition and the expected outcome of the consultation.

  3. (Optional) Upload Medical Files or Attachments, such as:

    • Lab reports
    • Imaging results
    • Referral letters
    • Clinical notes
      Supported formats: PDF, DOC, or image files.

  4. Choose the Consultation Type — this determines how the case is billed and displayed:

    Consultation TypeTarget Response TimeDescription
    Routine3 DaysStandard turnaround time for general cases.
    Urgent24 HoursFor urgent cases that require faster review.

Note: The consultation type currently affects only the invoice and display flag in the interface.
It does not yet change workflow or processing priority in the system.

  1. Review all details carefully, ensuring all required fields are filled in.
  2. Click Submit Case to send the request for Admin review and provider assignment.

Once submitted, the case will appear in your Case List with the status New.

Required Fields Summary:

FieldRequiredDescription
Patient✅Must be selected before creating a case.
Committee Type✅Defines whether the case is reviewed by one specialist, multiple specialists, or a committee.
Specialty✅One or more must be selected based on committee type.
Case Description✅Provides medical context for the second opinion.
Consultation Type✅Affects invoice and consultation flag.
AttachmentsOptionalUpload any supporting documents or files.

Example Interfaces​

Create Case Step 1 Create Case Step 2

3. Tracking Cases​

  1. Navigate to Homepage and scroll down.
  2. Each case shows:
    • Case ID
    • Patient Name
    • Gender
    • National ID
    • Age
    • Specialty
    • Type
    • Committee
    • Case Status
    • Created At
    • Actions View only
  3. Use filters (Case ID, Name, Gender, National ID, Specialty, Type, Committee, Status) to search for specific cases.
  4. Click any case row to view its details.

Cases List​

4. Viewing Recommendations​

Once the provider completes their review and submits a recommendation:

  1. Open the case from the Case List.
  2. Navigate to the Recommendations tab.
  3. Review the provider’s Recommendations.

5. Managing Appointments​

Requesters can communicate directly with the assigned provider by scheduling appointments or chat sessions.

5.1 Request an Appointment​

  1. Open the case.
  2. Go to the Appointments tab.
  3. Click Create New Appointment.
  4. Select one or more providers
  5. Select the date and time slot.
  6. Click Create Appointment.

For details, see Appointments.

Requester can generate an appointment for the providers and can include himself by click in include consultation requester in the meeting

6. Text a provider​

Requesters can use the built-in Text Chat to communicate directly with the provider for each case.

  1. Open Text a Provider tab.
  2. Click on the patient name.
  3. Type your message and click Send.
  4. The provider will receive a notification.

The chat history is linked to the specific case and cannot be accessed by admins.

For details, see Communication and Live Chat.

7. Issue Visibility​

  • Requesters can view any issues reported by the provider or admin within the case details.
  • Issues appear in the Issues tab for transparency.
  • Requesters cannot edit or resolve issues but can track their resolution status.

8. Reviewing Invoices​

After a case is completed and the provider submits the recommendation:

  1. Go to Invoices → Case Invoices.
  2. Open the invoice related to the completed case.
  3. Review the breakdown of services and total cost.
  4. Download or print the invoice if required.

Only requesters and admins can review invoices.
Providers can view related service records but cannot edit invoices.

9. Closing a Case​

Once the requester reviews the provider’s recommendation and all issues (if any) are resolved:

  1. Open the case from the Case List.
  2. Click Close Case.
  3. Confirm the closure.

The case status changes to Closed, and it becomes read-only for all users.

Note:
Requesters play a key role in initiating and following up on cases.
They ensure that all patient and case data are complete, communication with providers remains clear, and recommendations are reviewed promptly.