Overview

When a patient reports a problem while filling out paperwork, the issue appears under Help >  Patient Reported Issues. Open the issue, review the details, contact the patient if needed, resend the form if appropriate, and close the issue once it's resolved.

Before you begin

• You must be a client admin to view and close these issues.
• This area is for issues patients report while actively filling out paperwork.

Find the issue

1. Go to Help.
2. Open the Patient Reported Issues tab.
3. Review the list. Each row shows Reported (when the patient submitted it), Contact Email (the address the patient provided), Issue (a preview of the problem), and Status (Open or Closed).

To narrow the list, use Show closed to include or hide resolved issues, and click the Reported, Contact Email, or Status column headers to sort.

Open the full issue

1. Click the issue row.
2. Review the detail page, which shows the patient's contact email, the full issue description, the issue priority, any available device information, and the exact reported date and time.

Take action

1. Read the issue description carefully to understand what failed.
2. Use the contact email on the issue to reach out to the patient if you need clarification or want to share next steps.
3. Review the patient's form status if needed — check their Assigned Forms on the Patient Info page, or the Form Activity Log to confirm whether the form was assigned, sent, opened, or submitted.
4. If the patient needs a fresh copy, go to the Patient Info page and use Paperwork to Assign or Assign and Send the form again.
5. Once the issue is handled, click Close Issue.

Troubleshooting

• If you can't see or close issues, then confirm your role — only client admins have access to this area.