Best Practices for Creating Patient Profiles (Prompt-Enabled Clinics)

Recommended Workflow

Always initiate patient profile creation from Prompt by selecting Open Engage for the patient.

This allows Engage to properly identify whether:

• The patient already has an existing Engage profile, or
• A new Engage profile should be created.

Following this workflow helps prevent duplicate patient profiles while ensuring patients who share contact information (such as Parent-Child accounts) receive separate Engage profiles when appropriate.

Do

✅ Create or access patient profiles from Prompt using Open Engage.

✅ Allow Prompt to establish the connection between Prompt and Engage.

✅ If a patient already has an Engage profile, make sure that profile is linked to the correct Prompt patient before creating or linking related Parent-Child profiles.

Avoid

🚫 Creating patient profiles directly in Engage for Prompt-managed patients.

• Doing so may prevent Prompt from correctly linking patient records and could result in additional support requests to reconcile patient profiles.

🚫 Creating a related Parent or Child profile in Prompt before an existing Engage profile for the Parent or Child has been properly linked.

Shared Email or Phone Numbers

Whenever possible, we recommend using a unique email address and phone number for each patient. This provides the most reliable experience for patient login and account access.

If family members, such as a Parent and Child, must share an email address or phone number, please refer to our guide on recommended contact information setup and available workarounds:

Handling Shared Phone Numbers and Shared Email address in Prompt EMR → Engage Integration

Existing Engage Profiles

If a patient already has an Engage profile, it is important to establish the Prompt connection for that patient first.

Example

A Parent already has an Engage profile but has not yet been linked to Prompt.

Before creating or linking the Child's profile:

1. Find the Parent's existing profile in Engage.
2. Link the Parent to the correct Prompt patient.
3. Once the Parent is successfully linked, proceed with creating/linking the Child from Prompt.

This ensures that the Parent and Child can maintain separate Engage profiles, even if they share an email address or phone number.

Patient Access: Current Known Behaviors & Workarounds

Scenario 1: Parent and Child Share the Same Email, Different Phone Numbers

Current Behavior: The Child Profile may experience issues logging in using their phone number.

Workaround: The Child Profile can successfully log in using the shared email address, select their profile, and continue accessing their account.

Scenario 2: Parent and Child Share the Same Phone Number, Different Email Addresses

Current Behavior: The Child Profile may experience issues logging in using the shared phone number.

Workaround: The Child can successfully log in using their own email address to access their account.

Need Assistance? 🆘

If you believe a patient profile was linked incorrectly or you encounter issues accessing a patient account, please contact Prompt Support and include:

• Clinic name
• Patient information (following your organization's HIPAA policies)
• A description of the workflow performed
• Approximate date and time the issue occurred

Providing these details will help our team investigate more efficiently.