Patients list
The /patients page: find a patient, add one, invite a book of business, and fix accounts that cannot sign in.
Patients is the list of everyone your client cares for — where you find a patient, add one, invite a whole book of business, and unstick an account that cannot get in.
Questions people ask about this page
How do I add one patient?
Click Add Patient in the top right. The dialog says what it does: Invite by email. Details are collected during onboarding. You only type email addresses — there is no first-name or phone field, because the patient fills those in themselves.
A patient is blocked. Where is the unblock button?
There isn't a "blocked" state and there is no unblock button. GEN Health's word for a switched-off account is Deactive. Open the patient's record and use Patient actions → Activate. If they are not deactivated but still stuck, they are blocked by a step, not by their account — see the blockers table further down.
What is the difference between Send Login Link and Send Invitation Email?
Send Login Link emails a one-tap sign-in to an account that already exists. Send Invitation Email is the first-time welcome that starts onboarding. Sending the wrong one is the most common reason a patient says "the link did nothing".
How do I import an existing patient list?
Click Bulk Upload. You can upload a full CSV with headers like First Name, Last Name, Email, Date of Birth, Phone and Address, or paste email addresses one per line. The import runs in the background and patients appear as it finishes.
Why is Archived missing from the status filter?
Archived patients are hidden from Client Admin and Client Staff on purpose, so the filter does not offer them. You can still see the Archived badge on a record you open directly, and set the status back to Active on the profile.
Copy Magic Link is missing from the row menu.
Magic-link copying is switched off for your account. Use Send Login Link instead — it emails the patient the same one-tap sign-in without the link passing through you.
What is the Referral source checkbox?
A column toggle, not a filter. Tick Referral source and a Referral Source column appears in the table so you can see where each patient came from. Untick it and the column goes away.
Can I email a group of patients from here?
Only the three account emails. Tick rows, then use Send Login Links, Send Invitation Emails or Send Password Reset Emails in the bulk bar. Marketing and payment emails are sent from Orders, not from here.
Where to find it
Left menu → Patients. Direct link: /patients. Visible to: Client Admin and Client Staff, with identical powers. The heading reads Patients with the sub-line Manage your patients, and the table's description reads Showing {n} of {m} patients.
What is on this page
| What you see | What it does |
|---|---|
| Bulk Upload | Opens the CSV / email-list importer. The dialog has no title of its own; look for the callout Bulk upload Patients. |
| Add Patient | Opens Add Patient — Invite by email. Details are collected during onboarding. |
| Export CSV | Downloads the rows currently on screen. Both Client roles get it. |
| Search | Placeholder Search by name, email, phone, or client... |
| Columns | checkbox · Name · Email · Phone · DOB · Sex at Birth · Source · Referral Source (toggle) · Status · actions |
| Row click | Opens the patient record over this page. |
| Row menu | View / Edit · Archive Patient · Invite to Lab Test · Send Login Link · Copy Magic Link · Send Invitation Email · Send Password Reset Email. Right-clicking a row gives the same menu. |
| Bulk bar | Appears once you tick a row: {n} selected · Select all {n} patients · Send Login Links · Send Invitation Emails · Send Password Reset Emails · Clear selection. |
Every filter
| Filter | Default label | Options |
|---|---|---|
| Status | All statuses | Built from the statuses your patients actually hold, ordered Active, Pending, Under Review, then anything else alphabetically, each with a count. Archived is stripped out for client roles. |
| Needs attention | Needs attention | Onboarding required, Forms required, Telehealth visit required. Each option appears only when at least one patient matches, and the whole filter button disappears when none do — so this filter is your work queue, and its absence means there is no queue. |
| Created date | Created date | Date range. |
| Sex at birth | Sex at Birth | Male, Female, Other, Intersex. |
| Source | All sources | API (created over the Client API) or In app (created here or self-signed-up). |
| Referral source | checkbox Referral source | Shows or hides the Referral Source column. |
How to add one patient
Open the dialog
Click Add Patient.
Type the email addresses
The field is Emails, marked REQUIRED. Type the address, then press space, comma or Enter — that turns it into a chip. The hint says so: Type emails, then space or comma. Repeat for as many people as you like; Backspace on an empty field removes the last chip.
Send it
The submit button starts as Add Patient and only changes once you have at least one chip: Send Invitation for one address, Send Invitations for two or more. If it still says Add Patient, your address is sitting in the box uncommitted — press comma.
Confirm the toast
Patient invite sent or Patients invited. If you see A patient with this email already exists, they are already on the list — search for them and use Send Login Link instead.
There is no first name, last name or phone field on this dialog for a client account. That data is collected during the patient's own onboarding, which is why the new row shows an email and little else until they finish.
How to import your existing patients
Open Bulk Upload
Click Bulk Upload. The callout explains the two ways in: "Upload a full patient CSV (with columns like First Name, Last Name, Email, Date of Birth, Phone, Address) or paste email addresses only. The upload queues in the background and patients appear as processing finishes."
Choose a file, or paste
Use Choose File under Upload CSV File (Optional), or type into Email Addresses, one per line or comma-separated.
Check the preview
A CSV shows Patients ready to upload with Name, Email and Location. Fix anything wrong before you commit — errors report as CSV row {n}: {error}.
Upload
Click Upload {n} Patient(s). The Background Upload card tracks progress in chunks and reports Imported, Skipped and Failed. The toast reads Bulk patient upload queued.
Invite them
When the import finishes, tick the header checkbox, then click Select all {n} patients so you catch every matching row and not just the visible page. Click Send Invitation Emails, then Clear selection.
How to get a patient back into their account
Find them
Search by name, email or phone.
Check the email is right first
Open the record and read Email * on the Profile tab. A typo here is the single most common cause of "I never got the link".
They have signed in before
Row menu → Send Login Link. Toast: Magic link sent to {email}.
They have never signed in
Row menu → Send Invitation Email. Toast: Invitation email sent to {email}.
They want their own password
Row menu → Send Password Reset Email.
You are on the phone with them right now
Row menu → Copy Magic Link, then paste it into your live chat. Treat it like a password — whoever holds it is signed in as that patient.
How to reactivate a switched-off patient
Open the record
Search for the patient and click the row. The header badge tells you the state.
Reactivate the account
Open the Patient actions kebab and click Activate. A toast confirms User status updated to active.
If the badge reads Archived instead
Go to the Profile tab and set Status back to Active. Archived patients are hidden from the list, so you will need the direct link or a search that already found them.
Then send them in
An account that was off for a while usually needs a fresh Send Login Link.
How to send a patient to a lab
Open the invite
Row menu → Invite to Lab Test. Step one asks Choose how this patient can satisfy the lab.
Pick the mode
Request purchase — The patient pays for this lab to continue. Request lab — The patient pays, or uploads a recent result for you to review.
Pick the lab
Step two: Select an active lab product and send this patient a checkout invite. Choose from Lab test (placeholder Select a lab test).
Send it
Click Send Invite. Toast: Lab invite sent to {patient}. If the list reads No active labs available, your Client Admin has to activate a lab first.
Statuses you will see here
The Status column shows the raw account status. The Needs attention filter shows something different — what the patient still has to do. Both matter, and they answer different questions.
| Status | What it means | What to do |
|---|---|---|
| Active | A normal, working account. | Nothing. |
| Pending | Invited or created, not yet approved into the system. | Send a login link so they complete onboarding. A patient can be Active and still owe onboarding, so check Needs attention as well. |
| Deactive | The account is switched off. This is GEN Health's word for blocked or disabled — there is no separate blocked flag. | Open the record, Patient actions → Activate. |
| Archived | Soft-deleted from the working list. Nothing is destroyed. | Set Status to Active on the Profile tab. |
| Deceased | Set by hand on the profile. | Nothing. |
| Under Review | A recognised status, but nothing in the product writes it to a patient today, so the chip normally never appears. | Use Needs attention instead — that is where real blockers live. |
| - or Unknown | The status field is empty, usually on an imported record. | Set a status on the Profile tab. |
Needs attention — the four real blockers
| Filter value | What is blocking them | What you do |
|---|---|---|
| Onboarding required | They never finished sign-up. Providers see this same patient badged Account Setup Required. | Send Login Link, then offer to walk them through it. Note that an unfinished patient cannot be archived. |
| Forms required | A form request is open. Providers see Forms Required. | Open the record → Forms tab, check Pending Form Requests, and message them. |
| Telehealth visit required | The care team asked for a live visit after reading their forms. Providers see Sync Visit Required. | Open the record → Visits tab → Schedule, or ask the patient to book. |
| (no chip, but the order is stuck) | The order is waiting on a provider — Pending Review or Under Review. | Nothing for you or the patient. Wait, or ask the network in Messages. |
Most stuck patients wait on exactly one thing. Find that one blocker before you act, do one clear action, then leave a comment on the record so the next person does not repeat your work.
Source chips (not statuses)
API means the patient was created over your Client API. In app means they were created here or signed up themselves. These sit next to the status and are easy to misread as one.
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| We couldn't load your patients. / This is a loading problem, not an empty list. | The search index or the network failed. | Click Try again. If it repeats, raise a support ticket. |
| No patients match your filters. | A filter is excluding everyone. | Click Clear filters. |
| A patient with this email already exists | You are re-inviting someone already on the list. | Search for them and use Send Login Link. |
| Patient does not have an email address | The record has no email, so no invite can be sent. | Open the record and fill Email * on the Profile tab. |
| Archive Patient is greyed out | An active patient who still owes onboarding cannot be archived. | Deactivate them instead, from Patient actions. |
| No Copy Magic Link in the row menu | Magic-link copying is disabled for your account. | Use Send Login Link. |
| Exported {n} patients (capped). Narrow the data set for a complete export. | The export hit its row cap. | Apply a filter — a date range works well — and export in slices. |
| A provider says the same patient's status is different | Client roles read the raw account status; providers read a derived "what does this patient need" status. A deactivated patient even reads as Archived to a provider. | Say which one you mean when comparing notes. |
| The Send Invitation button never appears | The email is still uncommitted text, not a chip. | Press comma, space or Enter after typing the address. |
| No Needs attention button in the filter row | The button only renders when at least one patient is in a blocked lifecycle state. | Nothing. An absent button means an empty queue, not a missing feature. |
| The same blocker keeps hitting many patients | Your setup, not the individuals. | Tell your Client Admin — the fix is in the form, the product rules, or the patient notification settings. |
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