Handling Unmatched Documents

When a document arrives in the Inbox and the system cannot automatically match it to a patient, it remains in an unassigned state. A document may also stay unassigned when extraction needs review — even if the AI suggests a patient from name and date of birth — until you assign it manually. Some documents also generate a task in the task queue to prompt a staff member to review and assign them manually.

Finding Unmatched Documents in the Task Queue

Unmatched documents may surface as tasks in the Task Queue (accessible from the left navigation). Look for tasks with a type related to document review or inbox assignment. Clicking such a task opens the associated workflow.

Working the Inbox Directly

The most direct path is to go to the Inbox:

1. From the left navigation, select Communications → Inbox.
2. The inbox defaults to showing Unassigned Documents — these are all documents not yet matched to a patient.
3. Scroll through the list or use the search field to find the document you need to handle.

A document showing Waiting for AI budget is waiting because your organization’s monthly AI budget is being paced. This is not an error. The document is picked up automatically when budget becomes available, the page keeps watching it, and Retry extraction is not offered while it waits. When processing resumes, the row returns to its active processing status while the page confirms that work is underway.

A document showing Taking longer than expected has been on its current processing attempt for more than five minutes and cannot be assigned yet — the page keeps watching and updates when processing finishes, so you can wait or refresh before you try to assign it. A document showing Failed to run never started processing; use Retry extraction on that row before you try to assign it, which starts the five minutes over and returns the row to Processing.

Opening the Document for Review

Click the document row to open the Document Details panel. The panel shows:

• Document metadata (filename, source, created date)
• The current status and any AI extraction outcome notes
• An Extracted Patient Information card when patient details were found — including date of birth as a calendar date without a time
• A Review suggested alert when extraction needs review (for example, low quality or suspicious document text). These documents are not auto-assigned; use Assign to Patient after you verify the match.

Once the document has been processed, click Review extraction in document to open the side-by-side view. On the left you see the document; on the right you see Extracted data — the patient name, date of birth, observations, medications, diagnoses, and procedures the AI identified.

Check each fact against the document and mark it:

• Accept if it is right.
• Correct if it is partly wrong — change the fields and click Save correction.
• Remove if it does not belong, so it is not imported.
• Add (at the top of each group) if something in the document was missed.

Click a fact to highlight the passage that supports it when highlighting is available for that document; otherwise compare the list with the document directly. If you see an OCR quality percentage, it shows how clearly the text was read from the page — it does not say whether the fact is correct. When you are done, click Finish to close the review.

While a document is still processing, Review extraction in document is not shown. You can open the file with View/Download Document and still use Assign to Patient — the assign dialog shows the same review beside patient search.

Assigning the Document to a Patient

Once you have reviewed the document:

1. Click Assign to Patient in the Document Details panel (or from an unmatched-document task that opens the same dialog).
2. In the assign dialog:
   • Use the review panel at the top to accept, correct, remove, or add extracted facts while you look at the document.
   • Then search for the patient below.
3. Search for the patient by name or ID. Date of birth appears as a calendar date without a time on the extracted patient card, in each search result, and on the selected patient confirmation. If the extracted patient card cannot be reloaded after you correct the extraction, an error appears and Assign Document stays unavailable until Retry reloads the card.
4. Select the correct patient and click Assign Document.

The document is marked Assigned and the extracted clinical data — with your corrections and additions, and without the facts you removed — is imported into the patient’s chart automatically.

What Happens After Assignment

• Any task that was waiting on this document is automatically resolved.
• The patient’s chart is updated with the imported clinical observations, diagnoses, and medication records from the document.
• The document appears in the patient’s Documents tab for future reference.
• You can reopen the document’s review to fix what it added to the chart: Correct, Remove, or Add apply to the chart right away, and only to entries this document added.

If the Document Cannot Be Matched

If you cannot identify the correct patient:

• Leave the document in Unassigned status and add a note (if your workflow supports it) for follow-up.
• Contact the prescriber or originating office using the fax or contact information visible in the document preview to request clarification.
• You can re-run extraction after correcting the document (use the Retry extraction icon in the Inbox table row) if the original extraction failed.