How to Receive and Review a Request in Docnote
Learn how to receive, review, and process incoming patient requests in Docnote — including how to verify details, assign services, and decline invalid requests.
When a patient submits a request through their Docnote account, your office will be notified and can begin reviewing it right away.
Step 1 — Receive the notification
When a patient submits a request, your office will receive an email notification. The request will also appear at the top of your Docnote dashboard with a status of Pending Verification.
Step 2 — Open and review the request
Open the request to view:
- Patient details
- Notes from the patient describing what they are requesting
- Attached documents — if the patient included any relevant forms or files
- Recipient details — if the patient has included a third party (e.g. lawyer, insurance company) for billing or document delivery purposes
Step 3 — Complete the Verification Task List
Before the status of a request can be changed, the following verification tasks must be completed:
- ✅ Verify Patient Details — confirm the patient's information is accurate and check the checkbox to mark them as verified. Once a patient has been verified they do not need to be verified again for future requests.
- ✅ Assign Service — select the appropriate service for the request
- ✅ Assign Staff & PCP — assign the staff member and primary care provider responsible for the request
Once all three tasks are completed, you will be able to update the request status and move it forward.
Step 4 — Decline the request (if applicable)
If the request is invalid, incomplete, or not appropriate — for example, if a patient has mistakenly submitted a request for an appointment — you can decline it by selecting the "Decline Request" button.
A confirmation prompt will appear asking you to confirm the reason for declining:
- Request is for an appointment — use when a patient has mistakenly raised an appointment-type request
- Invalid or incomplete request — use when the details provided are insufficient or incorrect
- Other — specify the reason below, or use the Office Communication section to ask the patient for more information before declining