Selecting a patient's name in the Visits list opens the patient details view, which displays staff additional details about the patient, including (but not limited to):
Field | Displays |
Location | This patient's current and assigned locations, labelled Current and Assigned |
Reason for Visit | The reason the patient came to the facility. This field is sensitive and appears only for the Management, Clinical and Registration roles. See User Roles in Vital Care Team. |
Encounter | The facility identifier for this patient's visit |
MRN | Patient's Medical Record Number |
Date of Birth | Patient's date of birth |
Phone Number | Patient's primary contact phone number. Selecting it calls the patient with the caller ID hidden |
Visit Status | When the patient last logged in to the patient app |
Reason for Deactivation / Exclusion | Why the patient's access is deactivated or was held back. It appears only when a reason is on record |
Wait Times | Both actual and estimated wait times for the patient, alongside a preview of what the patient is seeing |
Vital staff also see a Vital Visit ID, which Vital uses for reporting and support investigations.
The patient details view
Make Requests for Patient
Staff with the Clinical, Management or Patient Experience role can place service requests for patients from the patient details view.
Selecting the Make Request tab displays all requests available for that patient based on their location. Select a request, then click Request. The request arrives as a task on the Tasks page.
Make Request, with the requests available for this patient
Available options may differ based on patient location, staffing, and facility configuration.
Visit Status
This section displays the time since the patient last logged into Vital Emergency or Vital Inpatient, as Last Login.
Visit Status for a patient who has logged in
If the patient has yet to log in, the status reads Never logged in:
Visit Status for a patient who has never logged in
If the patient's access to the app has been disabled, a red Deactivated badge appears beside the patient's name, followed by the reason. The Reason for Deactivation / Exclusion section lists every reason on record.
A deactivated visit, with the reason for deactivation
Wait Times
This section displays the step the patient is waiting on, the Predicted Time, and how long the patient has been waiting (Patient Waiting). Below them is a preview of what the patient sees in the app. Wait times do not appear for inpatient visits.
Wait Times, with the preview the patient sees
If a patient exceeds the estimated wait time, the section displays Estimated wait time exceeded, with the number of minutes over. When the predicted wait is too long to display to the patient, the section displays Predicted wait time is too long and is not visible to the patient.
Wait Times after the estimated wait is exceeded
Reporting an Issue on Behalf of a Patient
If staff notice an app issue for a particular patient, they can report it directly to Vital support via the Report Issue button at the bottom of the patient details view.
Report Issue at the bottom of the patient details view
Deactivate Patient Access
If staff want to revoke a patient's access to Vital Emergency or Vital Inpatient, they can do so by pressing the Deactivate Patient Access button, then Deactivate in the confirmation dialog. This prevents any further SMS messages from being sent and immediately invalidates their session token, redirecting them to the Visit Ended page automatically.
The Confirm Deactivation of Patient Access dialog
Reactivate Patient Access
If staff want to reactivate a patient's access to Vital Emergency or Vital Inpatient, they can do so by going to the Reactivate tab in the patient details view, then entering a valid mobile number and clicking Send Invite.
The Reactivate tab for a deactivated visit
Note: reactivating sends a care team invite, which overrides most reasons access was held back. This includes a phone number of all 9s and the Critical Care flag on the Reason for Visit. It cannot override a patient recorded as deceased, a missing or invalid date of birth, a missing last name, or a location not enabled for Vital. See Patient Invite.
Frequently Asked Questions
How is it corrected when a family member was incorrectly invited and logged in instead of the patient?
Since an unintended person has already gained access, the immediate solution is to select Deactivate Patient Access in the patient details section, which invalidates all current session tokens and logs all users out. Once done, the patient's mobile number in their records should be updated. After that, a clinician can reactivate the patient visit, and all messaging/access will be routed to the patient (unless they share access with others themselves).
If a patient visit was deactivated because their phone number was defined as 999-999-9999, can that be reverted?
If a patient visit was automatically deactivated because their phone number was defined as 999-999-9999, this can be overridden if the patient is directly invited by a clinician via Vital Care Team.