Patients who stop partway through intake
How Cortex follows up with patients who start an intake and don't finish, and how your team can see where each one stopped.
Plenty of people start an intake and stop partway: at the health questions, the ID check, consent or payment. The app flags each one, and Cortex follows up.
How follow-ups work
Cortex picks the follow-up based on where the patient stopped and when. Someone who quit at midnight gets a reminder the next morning. Someone who stopped at payment might get a text. Follow-ups go out at a sensible hour for the patient, and your quiet hours and weekly limit are checked before each one is sent.
Seeing who stopped
- Open the provider queue. Unfinished intakes show as in progress, with how far each patient got.
- Select a patient to see the step they stopped at.
Before your team contacts a patient, remember Cortex may already have sent them a follow-up.
When to step in
A personal call or message from your team is worth it when:
- The patient has stopped at the same step more than once
- They stopped at the ID check, which can mean their photo didn't work
- They wrote to the Support inbox with a question
Tip
If lots of patients stop at the same question, ask your account team about rewording it.
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