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Provider Case Management

The Provider Case Management module allows medical specialists to manage, track, and complete cases assigned to them by the Admin.
From this module, providers can control case progress, report issues, schedule appointments, add recommendations, and communicate securely with the requester.

1. Case Assignment and Notifications​

When a case is assigned to a provider by the Admin, the provider receives an immediate in-app and desktop notification.

  • Notifications include:
    • Case ID
    • Patient Name
    • Request Type (Routine or Urgent)
    • Committee Type (One Specialist, Multiple Specialists, or Committee)
  • Assigned cases automatically appear under Cases → My Cases.

Providers are responsible for reviewing the case details and taking action (accepting, starting, or rejecting) as soon as possible.

2. Case Status Management​

Providers can change the status of a case to reflect its current progress.
The available statuses are:

StatusDescription
In ProgressProvider is actively reviewing the case.
DoneThe review and recommendation are completed.
RejectedThe provider is unable to handle the case (e.g., wrong specialty, missing information).

Updating the Case Status​

  1. Open the assigned case from My Cases.
  2. Review all details and attachments.
  3. Click the Change Status dropdown.
  4. Select one of the available statuses:
    • In Progress – Start reviewing the case.
    • Done – Mark the case as completed after submitting the recommendation.
    • Reject – Decline the assignment with a reason (optional text field).

Once a case is marked as Done, it becomes view-only for the provider.

3. Creating a Return Issue​

Providers can report problems or missing information in the case through the Issues tab.

  • Access the Issues tab inside the case view.
  • Click Create Return Issue.
  • Add a description and submit.
  • Creating a return issue automatically changes the case status to Returned.

If multiple specialists are assigned, the case will only change to Returned after all providers have created their respective issues.
Each provider can view only their own issues, while the Admin can view and manage all issues.

For full details, see Return Issues Management.

4. Managing Appointments​

Providers can coordinate appointments with the requester for further clarification or case discussion.

  • Open the case → Appointments tab.
  • Click Request Appointment and select a date and time.
  • Add an optional description and click Send.

Providers receive notifications when:

  • A requester creates an appointment for them.
  • An appointment they created is accepted or rejected.

Providers can view:

  • Only appointments they created, or those they are included in.

For more details, see Appointments Management.

5. Creating a Recommendation​

After reviewing the case, providers must submit a recommendation from the Recommendations tab.

  • Only the assigned provider can create and manage recommendations.
  • Required fields include:
    • Brief History
    • Assessment
    • Description
    • Prescribed Drugs (SFDA-approved; name, dosage, duration, route)
  • Diagnosis (ICD-10) is optional.
  • Providers can edit or delete their own recommendations.

Admins and Requesters can view all recommendations, but providers cannot see recommendations created by other specialists.

For detailed guidance, see Recommendations Management.

6. Communication via Live Chat​

Providers can directly communicate with the Requester regarding any assigned case.

  1. Open the case → Chat tab.
  2. Type the message and click Send.
  3. Use the chat for medical clarifications or updates.

The chat is private between the requester and provider.
Admins do not have access to chat messages.

For full details, see Communication and Live Chat.

7. Notifications Overview​

EventRecipientDescription
Case AssignedProviderTriggered when admin assigns a new case.
Return Issue Created (by another provider)Other Providers, RequesterNotifies about new return issues.
Appointment Created for ProviderProviderNotifies provider of new appointment request.
Recommendation Added/Edited/DeletedRequesterInforms requester about updates to recommendations.

Providers are notified of actions related to cases they are assigned to, but cannot view other providers’ recommendations or issue details.

8. Permissions Summary​

ActionProvider
View Assigned Cases✅
Change Case Status✅
Create Return Issue✅
View Own Return Issues✅
View Others’ Return Issues🔒
Create Appointment✅
View Appointments (created or assigned)✅
Create Recommendation✅
Edit/Delete Own Recommendation✅
View Others’ Recommendations🔒
Chat with Requester✅
View Admin Actions or Chat🔒

9. Example Interfaces​

Provider Case List Case View with Tabs Change Status Dropdown Other Providers