Case Management Overview
The Case Management module is the central part of the Medical Second Opinion (MSO) System.
It handles all activities related to creating, assigning, reviewing, and completing medical second-opinion requests between healthcare institutions and medical specialists.
This section provides a general overview of how cases are managed across different user roles — Requester, Provider, and Admin — and introduces the main workflow, statuses, and shared functionalities.
1. Case Management Purpose
The Case Management module enables:
- Healthcare institutions (Requesters) to submit medical cases for expert review.
- Medical experts (Providers) to review assigned cases and provide structured medical recommendations.
- Administrators to monitor, assign, and manage all cases and ensure compliance with operational and medical standards.
This workflow ensures a transparent, auditable process that maintains patient confidentiality and supports accurate, evidence-based medical decision-making.
2. Case Lifecycle Overview
A case in the MSO System follows a structured lifecycle that begins when a requester either adds a new patient or selects an existing one.
Patient creation and management are handled separately to ensure that every case is linked to a verified patient record before submission.
| Stage | Description | Responsible Role |
|---|---|---|
| 1. Patient Selection / Creation | The requester begins by selecting an existing patient from the patient list or creating a new patient record. This step includes entering personal details. | Requester / Admin |
| 2. Case Creation | Once the patient record is selected, the requester creates a new case, specifies the case details, and uploads supporting medical documents. | Requester |
| 3. Assignment | The admin reviews the submitted case and assigns it to an appropriate provider based on specialty and availability. | Admin |
| 4. Acceptance / Rejection | The provider reviews the case and either accepts or rejects the assignment. | Provider |
| 5. Review Process | The provider analyzes the patient’s information, uploaded documents, and relevant clinical details to prepare a second opinion. | Provider |
| 6. Recommendation Submission | The provider submits the medical recommendation and flags the case as Done once the review is complete. | Provider |
| 6. Commuinication | Provider and requester can start live chat | Provider / Requester |
| 8. Issue Handling | Admins or providers can report, edit, delete, or resolve issues within the case. Requesters can view these for transparency. | Provider / Admin |
| 9. Appointment & Billing | Appointments may be scheduled for discussion or clarification. Invoices are generated and can be reviewed by both the requester and admin. | Requester / Provider / Admin |
Note:
Every case must be linked to an active patient profile.
Requesters can create and manage patients from the Patients module before or during case submission.
3. Case Statuses
Each case in the MSO System follows a predefined set of statuses to indicate progress:
| Status | Description |
|---|---|
| New | Case created by requester, pending admin review. |
| Assigned | Case assigned by admin to a provider. |
| Accepted | Provider accepted the assigned case. |
| In progress | Provider is reviwing the case and wirking on it. |
| Rejected | Provider declined the assignment. |
| Returned | Provider Submitted return issue. |
| Done | Provider completed the review and submitted recommendation. |
Note: Some statuses may change automatically based on user actions (e.g., once a provider submits a recommendation, the case automatically changes from Under Review to Done).
4. Case Roles and Responsibilities
| Role | Key Responsibilities |
|---|---|
| Requester | Create cases, upload documents, track progress, review recommendations, manage appointments, and view invoices. |
| Provider | Accept/reject cases, conduct reviews, submit recommendations, report issues, and manage appointments. |
| Admin | Assign cases, monitor workflow, manage issues, verify invoices, and oversee overall process compliance. |
5. Shared Functionalities
Several tools and actions are common across all roles within the Case Management module:
5.1 Communication and Chat
- Requesters and providers can communicate directly using the built-in Text Chat feature.
- Each chat is linked to its specific case for secure and auditable collaboration.
- All chat content is private — admins do not have access.
- See Communication and Chat for full details.
5.2 Appointments
- Requesters, providers, and admins can create or respond to appointment requests.
- Appointments can be accepted or rejected by both parties.
- All participants can view scheduled appointments in the case details.
-
- See Appointments for full details.
5.3 Recommendations
The Recommendations feature allows assigned Providers to document and submit their professional medical second opinions within each case.
It ensures that all clinical inputs follow a structured format and remain accessible to both the Requester and the Admin for review.
- Only the assigned provider can create and manage a recommendation from the Recommendations tab in the case view.
- Each recommendation includes key sections such as:
- Brief History
- Assessment
- Description
- Prescribed Drugs (SFDA-approved, with dosage, duration, and route of administration)
- Diagnosis (ICD-10) (optional)
- The Submit button is enabled only when all required fields are completed.
- Requesters and Admins can view all recommendations, but only the creator can edit or delete their own.
- Other providers assigned to the same case cannot view each other’s recommendations.
- The requester is automatically notified when a new recommendation is added.
For detailed instructions on creating and managing recommendations, see Recommendations Management.
5.4 Issues
- Providers and admins can report, edit, or resolve issues related to a case.
- Requesters can view all reported issues for transparency and follow-up.
- See Return Issues for full details.
5.5 Invoices
- Generated automatically after a case is created.
- Requesters and admins can review invoice details and charges.
- See Return Issues for full details.
5.6 Notifications
The Notifications feature keeps both Requesters and Providers informed about important updates related to their cases.
Notifications appear in the portal’s Notifications tab, where users can view all recent alerts with timestamps and direct links to the related case.
Notifications are generated for key events such as:
- Case assignment (sent to the assigned provider)
- Creation or resolution of return issues
- Create recommendations
- Appointment creation, acceptance, rejection, or completion
- New chat messages
- Any activity related to the cases the user is involved in
Only Requesters and Providers receive notifications.
Admins do not receive notifications in the current system.
For full details, see Notifications.