Veona Portal (Staff View)

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What this is

Veona Portal has two sides. This page documents the staff side — how your team manages the patient portal from inside the EHR. It covers confirming the booking requests patients submit (which materialise into real appointments), releasing results to patients, replying to secure messages, sending broadcasts, and owning the portal’s branding.

The patient's own experience — passwordless sign-in, viewing results, self-booking, joining telehealth — is documented separately under **For Patients**.

Who uses it

• Portal Coordinator — the portal-ops role. Confirms self-service bookings, releases or holds results to patients (the PHI-release gate), sends broadcasts, owns branding and settings, and reads/replies to/shares secure messages.
• Clinician — the ordering clinician can release their own patient’s results to the portal and confirm bookings, and handles the secure-message inbox end to end (read, reply, share documents).
• Nurse — can confirm bookings, read portal queues, and triage/reply to patient messages (no PHI document-release authority).

Editions

Veona Portal is included in the Hospital and Network editions.

Screens

The Veona Portal staff work surfaces:

Overview · Bookings · Results Delivery · Messages · Patients · Broadcasts · Branding · Reports · Settings.

Confirm a portal booking request

When a patient self-books on the portal, they create a PortalBooking in the Requested state. Staff confirmation turns it into a real appointment.

1. Open Overview or Bookings to see incoming requests.
2. Review the requested type, provider and date for a Requested booking.
3. Choose Confirm. The booking materialises into a real Appointment stored alongside the rest of the schedule — it now appears on the front-desk schedule, check-in ready.

Note

The full path from patient request to a check-in-ready appointment is documented in Workflows → Patient Portal Booking.

Release results to a patient

Releasing a result is the PHI-release gate — it is the deliberate decision to make a clinical result visible to the patient.

1. Open Results Delivery.
2. Find the released lab or imaging result awaiting portal delivery.
3. Release it to the patient (Portal Coordinator, or the ordering Clinician for their own patient). The patient can now view and download the branded PDF on their portal.
4. You can also hold a result so it is not yet visible — useful for results a clinician wants to discuss first.

Reply to secure messages

1. Open Messages to see the secure staff-patient message inbox.
2. Read a patient message and reply (Portal Coordinator, Clinician or Nurse).
3. A Clinician or Portal Coordinator can share a document into the thread; nurses can reply but not share documents.

Broadcasts and branding

• Broadcasts — send a portal-wide announcement to enrolled patients (Portal Coordinator or Administrator). Broadcasts are PHI-safe.
• Branding — configure the facility’s portal logo, colours and identity (Portal Coordinator).
• Patients lists the patients enrolled in the portal (see below); Settings configures portal behaviour (see below).

The portal overview

Overview is the portal landing dashboard. It shows headline counts — Active Patients, Bookings (7d), Results Released and Broadcasts — with cards that jump to Bookings, Results Delivery and Reminders & Broadcasts, plus the delivery-channel status and a recent-activity timeline. Header shortcuts open Branding and Send Broadcast.

Portal patients

Patients is the directory of everyone with a portal account — their delivery channel (WhatsApp, SMS, USSD or email), booking and result counts, whether delivery consent is on file, and last-seen and account status.

1. Filter by channel, or search by name or UHID.
2. Select Open on a row for the patient’s portal account; from there you can jump to Messages.
3. A patient with no delivery consent on file is flagged — sensitive results are withheld until consent is captured. Use Message All to reach enrolled patients.

Reports

Reports is the read-only view of portal activity.

1. Read the tiles — Active Patients, Bookings (MTD) and Results Released.
2. Switch the Portal Volume chart between Monthly and Weekly.

Statutory and ministry reports live in Veona Pulse.

Settings

Settings configures how the patient portal behaves for your facility and manages portal-account custom fields. Options save as you set them.