Intake and Questionnaire

This guide explains how intake/questionnaires work from a Customer Support and clinic operations point of view. It covers how forms are configured, what patients see, when the patient portal is locked to intake, how orders move forward, and how intake relates to Beluga medical submission and fulfillment.

What Intake Is For

Intake forms collect the medical information required before an order can move to medical review and prescription workflow.

The app uses intake to decide:

which forms the patient must complete
whether the patient is waiting on required information
whether medical team review is needed
whether the order can be submitted to Beluga
whether the order should be rejected or sent back for correction

Intake answers are stored as form responses and are also used to update parts of the patient face sheet/profile when matching fields are present.

High-Level Flow

Patient checks out or staff creates an order.
Product/order configuration determines which questionnaire forms are required.
If intake is required, the order waits in AWAITING_REQUIREMENTS.
Patient completes the required form(s).
The order status is recalculated.
If all required intake is submitted and valid, the order can move to AWAITING_SCRIPT.
The app auto-submits to Beluga when the order is ready and Beluga submission has not already succeeded.
Medical team/Beluga review continues outside the intake form itself.
Fulfillment should happen only after the prescription boundary is reached, not simply because intake was submitted.

Product and Questionnaire Configuration

Questionnaires are configured in EMR and mapped to products.

Main locations:

EMR -> Questionnaires
CRM -> Store -> Products

Create or Edit a Questionnaire

Go to:

EMR -> Questionnaires -> Questionnaire Forms

A questionnaire can include normal intake questions, required fields, conditional visibility, disqualification rules, file uploads, and fields used by Beluga lab logic.

Map a Questionnaire to a Product

Go to:

EMR -> Questionnaires -> Product Mappings

Mappings decide which product requires which questionnaire.

Important mapping settings:

product
optional subscription phase/variant
questionnaire
visit type
required vs optional
sort order
Beluga lab settings, if labs are ordered

Product-Level Shortcut

Go to:

CRM -> Store -> Products

The product editor also has a Questionnaires selector. These are the default intake forms for that product.

For subscription phases:

phase-specific questionnaires can override product-level defaults
phases with belugaVisitType = none are payment-only/recovery phases and should not require questionnaires

How the App Decides Which Forms Are Required

The app looks at the products in the cart/order and finds active questionnaire mappings.

For each order item, it checks:

product
variant/subscription phase, if present
Beluga visit type
active questionnaire mappings
active forms
whether the mapping is required

If the same form is assigned more than once, the app deduplicates it so the patient only completes it once.

Patient Portal Lock / Intake Gate

If a patient has pending intake, the patient portal redirects them to:

/patient/intake?required=1

This is the "profile lock" behavior CS may notice. It does not mean the patient account is disabled. It means the portal is gating the patient until they complete required intake or fix a form that the medical team sent back.

The gate is triggered when:

a required mapped form has not been submitted
a form was marked NEEDS_CORRECTION
a form was marked REJECTED and the patient is allowed to resubmit from the intake page

The patient can still access the intake page and submit/resubmit the required forms.

What Patients See

On the patient intake page, patients may see:

action required forms
submitted forms
review status
medical team notes
Complete Form
Fix & Resubmit

Common patient-facing statuses:

Not Submitted
Pending Review
Approved
Needs Correction
Rejected
Resubmitted

If the Patient Has Not Submitted Intake

If the patient has not submitted required intake:

their order usually stays in AWAITING_REQUIREMENTS
Beluga submission is blocked
the patient portal redirects them back to the intake page
CS should ask the patient to complete all required forms shown under Action Required

How to explain it:

Your order is waiting on required medical intake. Please complete the intake form in your patient portal so the medical team can review and process the order.

If the Medical Team Sends Intake Back

Staff can review a submitted intake form in the EMR patient profile and choose:

approve
send back for correction
reject

Needs Correction

If staff chooses Needs Correction:

the order moves back to AWAITING_REQUIREMENTS
the patient is notified
the patient portal gates the patient to intake
the patient sees Fix & Resubmit
after resubmission, medical review/Beluga submission can continue

How to explain it:

The medical team needs clarification before they can continue. Please open the intake page, review the note, and resubmit the form.

Rejected

If staff chooses Rejected:

rejection reason is required
the linked order is marked REJECTED
linked subscriptions may be canceled
patient is notified
workflow events fire for rejected intake and subscription cancellation where applicable

Use rejection only when the patient/order should not proceed. Use Needs Correction when the patient should fix an answer and continue.

Order Statuses Related to Intake

Common statuses CS may see:

AWAITING_REQUIREMENTS: required intake is missing, incomplete, needs correction, or lab method information is missing
AWAITING_SCRIPT: intake requirements are satisfied and the order is ready for prescription/medical submission
REJECTED: intake or medical review rejected the order
AWAITING_FULFILLMENT: payment/order is ready for fulfillment steps after clinical requirements are satisfied
AWAITING_SHIPMENT, SHIPPED, COMPLETED: downstream fulfillment/shipping statuses

Important: AWAITING_SCRIPT does not mean shipped. It means the order is ready for medical/prescription work.

Relation to Beluga Medical Submission

Beluga submission is the medical team/telehealth submission step. Intake must be ready before a required Beluga visit can be submitted successfully.

The app may auto-submit to Beluga when:

checkout creates an order that does not require intake and is ready for script generation
patient completes required intake and the order becomes ready
patient resubmits corrected intake and the order has not successfully submitted to Beluga
staff approves intake in EMR and the order becomes ready
staff creates an EMR order, though Beluga submission can still be blocked if required intake is missing

Beluga submission is blocked when:

required intake form is missing
intake is marked NEEDS_CORRECTION
intake is marked REJECTED
required Beluga lab method information is missing
Beluga/product/drug/pharmacy configuration is incomplete

If Beluga auto-submit fails, staff can retry manually from the EMR order/Beluga tools after fixing the issue.

Relation to Fulfillment

Intake completion alone should not be treated as permission to ship.

For medication orders, fulfillment should wait until the prescription/medical boundary is reached. In the Beluga flow, downstream pharmacy submission should happen after Beluga confirms the prescription, such as the RX_WRITTEN webhook.

Do not submit Belmar/LifeFile, DispensePro, or pharmacy fulfillment only because:

checkout succeeded
invoice payment succeeded
intake was submitted
intake was approved
Beluga visit was created

Those events may mean the order is moving forward, but they do not by themselves mean a prescription has been written.

Face Sheet / Patient Profile Updates

When patients submit or resubmit intake, the app syncs matching intake answers into the patient face sheet/profile fields.

CS note:

intake can update profile/face sheet clinical fields
if the patient says profile information looks wrong after intake, verify the latest intake answers
escalate if intake answers are correct but the face sheet did not update as expected

Staff-Assigned Intake

Staff can assign intake from the EMR. Assigned/pending intake creates a pending form response and can trigger intake workflow notifications.

When assigned intake is pending:

patient portal may show the form under action required
patient must complete it before the related order can proceed
workflow trigger intake.pending may fire

Workflow Triggers

Intake events can trigger workflows:

intake.pending
intake.completed
intake.resubmitted
intake.reviewed
intake.approved
intake.needs_correction
intake.rejected

These can be used for patient notifications, staff alerts, and operational follow-up.

Common Patient Questions

Why is my portal taking me to intake?

Your order is waiting on required medical intake. Complete the form shown on the intake page so the medical team can continue.

I already filled this out. Why am I being asked again?

The medical team may have requested a correction, or the order may require a form that was not fully completed. Check for a note on the intake page.

Does submitting intake mean my order ships now?

No. Intake lets the medical team review the order. Medication fulfillment requires the appropriate medical/prescription step before shipping.

Why was my order rejected?

A medical reviewer marked the intake/order as rejected. CS should review the rejection note and escalate if the patient needs more explanation.

Can CS complete intake for the patient?

In general, the patient should complete their own medical intake. If there is an accessibility or operational exception, follow clinic policy and document who supplied the answers.

Troubleshooting

Patient does not see an intake form

Check:

order exists and is not terminal
product has an active questionnaire mapping
form is active
mapping is active
patient is logged into the correct account
order is linked to the correct patient

Patient is locked to intake but says they submitted

Check:

submitted forms list in patient portal
EMR patient profile form response status
whether the form is NEEDS_CORRECTION
whether the form is REJECTED
whether another required form is still missing
whether the order has multiple products requiring multiple forms

Order is stuck in AWAITING_REQUIREMENTS

Check:

all required forms are submitted
no form is marked NEEDS_CORRECTION
no form is marked REJECTED
Beluga lab method answer exists if labs are required
product/questionnaire mapping is correct

Beluga did not receive the order

Check:

order status
required intake submission status
Beluga submit status/error on the order
product Beluga visit type
drug mapping and Beluga medId/DIN
pharmacy configuration
lab method configuration, if labs apply

Escalate if the order is ready but Beluga submit status is FAILED.

Intake was rejected by mistake

Escalate to admin/medical operations. Rejection can mark the order rejected and cancel linked subscriptions, so correction may require manual review.

Intake answer changed but patient profile did not update

Check:

latest submitted/resubmitted form answers
whether the field maps to a face sheet/profile field
whether the patient has duplicate or older form responses

Escalate if the latest intake answer should have synced but did not.

CS Escalation Checklist

Escalate to admin/development or medical operations when:

patient is locked to intake but no form appears
order is stuck in AWAITING_REQUIREMENTS and all forms appear complete
Beluga auto-submit failed after intake was completed
rejection appears incorrect
linked subscription was canceled unexpectedly after intake rejection
fulfillment started before prescription confirmation
patient profile/face sheet did not update from intake answers
product/questionnaire mapping is missing or unclear

Include these details when escalating:

patient name/email
order number
product name
questionnaire/form name
current form review status
current order status
Beluga submit status/error, if any
whether the patient sees Complete Form or Fix & Resubmit
screenshot or exact patient-facing message