Put a request On Hold

Why put a request On Hold?

Placing a request On Hold means:

I want to keep working on this request;

BUT

I can’t finish it right now;

AND

No one else should work on it in the meantime.
Should you send Correspondence instead?

On Hold requests are still “alive.”

Correspondence closes the request and forces the requester to send a new Request Letter.

If there’s really a problem with WHAT the requester asked for or HOW they presented the request, Correspondence may be the right choice.

Instructions

1.      Click the Put On Hold button.

2.      In the Put On Hold window:

a.      Select the Hold Reason.

b.      Provide more information in the Comments field.

c.       Click Hold and Close.

3.      The Request Status changes to the appropriate status:

a.      Logging User Hold

b.      Fulfillment User Hold

4.      If the request was in Fulfillment, any Medical Records that were already attached will be transmitted to Ciox Health.

Fulfillment User Holds are personal

Requests placed in the Fulfillment User Hold status are “reserved” for the person who put them On Hold. Only that user can edit and submit the request.

Others users can open the request in a read-only view, but they CANNOT edit or submit it.

For example:

1.          John Doe puts Request 12345678 on hold during Fulfillment;

2.          One hour later, Jane Dough opens Request 12345678.

3.          The request appears to Jane Dough in read-only mode, because the hold has not yet expired.

Fulfillment User Hold expires in two hours

A request can only remain in the Fulfillment User Hold status for a maximum of two (2) hours. After that:

o       the Request Status automatically switches to Pending, with a Reason of Expired Hold.

o       the request drops off the My Holds list for the user who placed it On Hold originally.

Remove Hold

Taking a Hold "off" depends on the Request Status:

Logging User Hold

Fulfillment User Hold

1.          After the request opens, do NOT click the Remove Hold button.

2.          Update the request as needed.

3.          When the request is ready to be submitted, click Remove Hold.

4.          On the Remove Hold window, type information in the Comments field and click Unhold and Next.

Finish working on the request and submit it.

There's no need to click the Hold button again to make the request editable.