Operations and charting rules
The Operations settings tab holds the network-wide rules for booking, prescribing, charting, telehealth states, and visit reminders.
Operations is the settings tab where a Provider Network Admin sets the rules every provider in the network works under: how far ahead patients can book, how long a queued prescription stays editable, which charting sections providers see, and which patient states need a live visit.
Questions people ask about this page
Why do my changes sometimes save on their own and sometimes need a Save button?
Operations controls saves the moment you flip a switch, drag a section, or add a decision question — a spinner appears in its header. Every other card on this page waits for you to click Save in that card's own header, and each card saves only itself.
I changed a charting setting. Do providers have to log out?
No. Changes apply to the next charting session a provider opens; a visit already open keeps the layout it started with. Tell providers before you change section order, attestations, or the approve-button text.
Why can't I find "Prescribe by product"?
That row only appears when your network has a non-ScriptSure pharmacy option connected — an OnlyScripts-style fulfilment route. If every pharmacy option on your network is ScriptSure, the row is not rendered at all. Set up fulfilment on /integrations first.
Turning off "Require patient-state licensure" asks me to type DISABLE. Is that safe?
It is deliberately hard. With the check off, providers can be assigned patients in states where they hold no active licence. Other safety checks stay on and the change is written to the audit log. Turning it back on saves immediately with no confirmation.
Are AI model and prompt settings on this page?
No. Operations controls the shape of the chart; the models and prompts behind the SOAP draft and Ask AI live on Settings → Artificial intelligence. See Artificial intelligence.
I turned on Visit Notifications but nothing went out for tomorrow's visits.
Reminder jobs are created when a visit is confirmed. There is no backfill: visits that were already confirmed before you enabled notifications never get the new rules. The page says this under the rule table.
Where to find it
Left menu → Settings → the Operations card. Direct link: /settings/operations. Two older URLs also land here: /settings/visit-workflows and /settings/catalog-policy. Visible to: Provider Network Admin only. Providers and Provider Delegates have no Settings item at all.
The card on the Settings index reads Operations — Scheduling rules, network policies, visit workflows, charting, and catalog policy. The icon-only button at the top left of the page is Back to settings.
What is on this page
Eight cards, in this order. Every setting inside them is listed further down.
| Card | What it covers | How it saves |
|---|---|---|
| Scheduling Rules | Booking notice | Discard / Save |
| Provider No-Show | No-show grace period | Discard / Save |
| Prescription review queue | Editable window before auto-submission | Default / Save |
| Operations controls | Policy switches, charting sections, decision questions | Autosaves on every change |
| Sync visit claiming | Who may claim network sync visits | Discard / Save |
| Telehealth Visit States | States that force a live visit | Discard / Save |
| Visit Notifications | Reminder rules | Discard / Save |
| Visit Charting | Charting layout and the combined attestation statement | Discard / Save |
Networks on a Beluga adapter see Beluga Sync Visit Policy in place of Telehealth Visit States — the same job with per-rule state grids and visit types instead of one flat grid.
How to set the timing rules
Open the page
In the left menu click Settings, then the Operations card.
Set the booking notice
In Scheduling Rules, type a number into Minimum advance booking time. The unit is hours; half-hours are allowed and 0 lets a patient book immediately. Click Save. Toast: Scheduling rules updated.
Set the no-show grace period
In Provider No-Show, set Grace period between 5 and 60 minutes and click Save. At 5 the card reads Using the platform default and stores no override. A no-show does not change the visit status — the visit stays Confirmed and a separate flag is raised; if the provider joins late a follow-up notification clears it.
Set the prescription review window
In Prescription review queue, type a Review window and pick Unit — Minutes or Hours. Range is 1 minute to 24 hours. Click Save. Under five minutes a confirmation appears, Use a short review window?; click Save anyway only when testing, because short windows can auto-send a prescription before a provider reads it. Default restores the two-hour platform default.
How to change a network policy
Find the switch
In Operations controls, each row is a labelled switch with an info icon beside it. Hover the info icon to read what the switch does.
Flip it
Click the switch. There is no Save button on this card — a spinner appears in the card header while it writes, then a toast confirms.
Handle the licensure confirmation
Turning Require patient-state licensure off opens Turn off the license check?. Type DISABLE into the confirmation box, then click Turn off check. While the check is off an amber Override active badge sits next to the label.
Rename the approve button, if you want to
Turn on Use custom Step 2 approve text. A text box appears under the row, placeholder e.g. Approve care plan, 50 characters maximum. It saves when you click away.
How to shape the charting workspace
Choose the layout
Scroll to Visit Charting. Under Charting layout, click Step-by-step visit workflow or Single-scroll visit workflow, then click Save in that card's header.
Turn sections on or off
Back in Operations controls, find the group Visit charting sections. Each of Clinical review, Evaluation (SOAP), Attestation / decision and Prescription has its own switch.
Reorder them
Drag a row by its handle (Drag to reorder {section}). The order you set is the order providers move through.
Set the section options
Enabled rows carry pills. Clinical review has Progress notes. Prescription has Always visible and Sign and prescribe together.
Add a decision question
In the group Chart review decision questions, click Add question. Fill in Question, pick a Type (Short text, Long text, Single select, Multi select, Yes / No, Acknowledgment), tick Required and Enabled, add Answer options for select types, then click Save question.
Edit the combined statement
If Combine attestations is on, the Visit Charting card shows Combined attestation statement with an Edit button. Write the statement, click Save statement, then click Save on the card — the statement is only stored when the card saves.
What each charting rule changes for a provider
These thirteen settings are the whole reason this page matters. Each one changes what a provider sees when they open a visit. Read them next to Complete a visit — the charting modal.
| Setting | What the provider sees change |
|---|---|
| Charting layout → Step-by-step visit workflow / Single-scroll visit workflow | Four separate steps with next/back, versus every section stacked on one scrolling page. |
| Clinical review switch | Whether the intake-responses step exists at all. |
| Progress notes pill (on Clinical review) | Turning it off removes the Progress Note card and the inline "add to progress note" buttons on each intake answer. |
| Evaluation (SOAP) switch | Whether the Subjective / Objective / Assessment / Plan step exists. |
| Attestation / decision switch | Whether the step where the visit is approved, deferred, or denied exists. |
| Prescription switch | Whether the prescribing step exists. |
| Section drag order | The order the steps appear in, and therefore the order providers work. |
| Always visible pill (on Prescription) | Providers can open the prescription section before the decision is approved. Final prescribing still needs an approved decision. |
| Sign and prescribe together pill | Attestation and prescribing merge into one action. Provider Delegates still need a Provider's approval first. This pill forces Always visible on. |
| Combine attestations | Three separate attestation checkboxes collapse into one statement, which you write in Visit Charting → Combined attestation statement. |
| Use custom Step 2 approve text | Renames the approve button in the decision step to your wording. |
| Chart review decision questions | Adds your own questions to the decision step. Required ones block the decision until answered; the answers save on the chart review decision. |
| Prescribe by product (only when a non-ScriptSure pharmacy is connected) | Providers pick a product before prescribing, from the client's own products and the network's. Products tied to OnlyScripts can be sent; custom or untied products are save-only. |
Two more settings on this page change a provider's day without touching the chart: Require patient-state licensure filters the queue and gates assignment to states the provider is licensed in, and Enable network sync-visit claiming plus a per-provider grant puts a Network Visits list on their SYNC Visits page.
Every setting on this page
| Setting | What it controls | Default |
|---|---|---|
| Minimum advance booking time | Hours of notice a patient must give to book a telehealth visit. Half-hours allowed. | 0 (immediate booking) |
| Grace period (Provider No-Show) | Minutes after a confirmed video visit's start before the provider is flagged. Range 5–60. | 5 minutes (platform default) |
| Review window + Unit | How long a queued prescription stays editable before automatic pharmacy submission. Range 1 minute to 24 hours. | 2 hours |
| Allow provider availability reductions | Providers can cut or remove their own hours without admin approval. | Off — reductions need approval |
| Require patient-state licensure | Providers must hold an active licence in the patient's state. | On |
| Enable network sync-visit claiming | Master switch for the Sync visit claiming card below. | Off |
| Enable visit notifications | Master switch for the Visit Notifications card below. | Off |
| Require product form coverage | Only offer products that have an applicable intake form. | Off |
| Prescribe by product | Providers pick a product first when prescribing. Row hidden without a non-ScriptSure pharmacy option. | Off |
| Combine attestations | One statement instead of three checkboxes when a provider records a decision. | Off |
| Use custom Step 2 approve text | Renames the approve button. Reveals a 50-character text box. | Off |
| Visit charting sections | Four switches plus drag order. | All on, in that order |
| Progress notes pill | Progress note editing on clinical review. | On |
| Always visible pill | Prescription section opens before approval. | Off |
| Sign and prescribe together pill | Attestation and prescribing in one action. | Off |
| Chart review decision questions | Your own questions in the decision step; each has a type, Required, Enabled. | None configured |
| Sync visit claiming provider list | Named active providers who may claim unstarted network sync visits. Search box plus a {n} granted counter. | Nobody granted |
| Telehealth Visit States | Grid of 51 two-letter state buttons; selected states force a live video or phone visit. | None selected |
| Visit Notifications rules | Per rule: Status switch, Trigger pill (Before Visit Start / After Visit End), Timing number plus a unit pill you click to cycle minutes, hours and days, Audience pill (Patient / Provider), Email and SMS toggles, and a delete button. | Six rules: 24 h, 1 h and 5 min before, each to patient and provider; the 5-minute pair adds SMS |
| Charting layout | Step-by-step visit workflow or Single-scroll visit workflow. | Step-by-step |
| Combined attestation statement | The wording providers acknowledge. Shown only when Combine attestations is on. | Empty |
Statuses and badges you will see here
| What you see | What it means | What to do |
|---|---|---|
| Override active (amber, beside Require patient-state licensure) | The state-licence check is switched off for the whole network. | Turn the switch back on unless an authorised policy decision says otherwise. |
| Using the platform default | The no-show grace period is at 5 minutes and no network override is stored. | Nothing. Type a different number to store an override. |
| Required / Optional / Disabled on a decision question | Whether a provider must answer it, may skip it, or never sees it. | Open the row's edit button and change Required or Enabled. |
| Former provider + Inactive in the claiming list | A revoked user still holds a claiming grant. | Untick them; you can only revoke, not grant, an inactive user. |
| Providers only see their own schedule. Turn this on to grant network visit claiming. | The Sync visit claiming card is greyed out because the master switch is off. | Turn on Enable network sync-visit claiming in Operations controls. |
| All visit-related emails and text messages are disabled. | The Visit Notifications card is greyed out because the master switch is off. | Turn on Enable visit notifications in Operations controls. |
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| You changed a switch, left the page, and it did not stick. | You changed something on a card that needs its own Save — everything except Operations controls. | Go back, redo the change, click Save in that card's header before leaving. |
| The Sync visit claiming list is greyed out. | Enable network sync-visit claiming is off. Your saved provider selection is kept. | Turn the master switch on in Operations controls. |
| Reminders are not sending for visits booked yesterday. | Reminder jobs are created when a visit is confirmed. There is no backfill. | Nothing to fix. New confirmations pick up the rules. |
| No Prescribe by product row. | The network has no pharmacy option outside ScriptSure, or the pharmacy lookup is still loading. | Connect fulfilment on /integrations, then reload this page. |
| A provider cannot finish a chart because of a question they cannot answer. | A Required chart review decision question is blocking the decision. | Edit the question and untick Required, or untick Enabled to withdraw it. |
| Patients in a state you added are still getting async visits. | You selected the state but did not click Save on Telehealth Visit States. | Reselect and save. The counter reads {n} of 51 selected. |
| Settings are not available for this account. | You are signed in as a Provider or Provider Delegate. | Only a Provider Network Admin can open Settings. |
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