The patient record

Click any row in the patients list to open that patient's record. It gathers everything the practice knows about the person: profile details on the left, tags, journeys, and the activity timeline on the right.

Header

The header shows the patient's name, status badge, and when (and by whom) the record was created. From here you can:

• Message — start a conversation with the patient in the Inbox.
• Archive — remove the patient from lists and queues (owners and managers only; the record and its history are kept).

If the record carries a medical alert, it appears as a banner right under the header — you can't miss it.

Profile

The left card groups the stored details:

• Record — the patient's status, and which location they belong to when the practice has more than one.
• Contact — first, last and preferred name, email, mobile, other phone, and the preferred contact channel.
• Personal — date of birth, gender, fiscal code, address, and any medical alert.
• Marketing — current SMS, email and WhatsApp marketing preferences and their evidence source, the global channel blocks, and the lead source. Team members with patient-edit permission can record a new preference event here.
• Notes — the free-text note from the patient's profile.

Editing a field

Every field edits in place. Hover a row and it underlines with a pencil beside it; click anywhere on the value — not just the pencil — to open the editor for that field, with the right control for what it holds: a date picker for the date of birth, a dropdown for status, gender, preferred channel, lead source and location, switches for the channel blocks, and a text box for notes and the medical alert.

Press Enter to save, Escape to discard. Clicking away also saves. Notes and the medical alert take multiple lines, so those save with ⌘/Ctrl + Enter. The address opens all five parts — address lines, city, province and postal code — together and saves them in one go.

Each field saves on its own, so two people editing different fields no longer overwrite each other.

Without patient-edit permission the rows are plain text, with no pencil and nothing to click.

Marketing permission is evaluated per channel. See Marketing consent for legal-basis, practice-policy and unsubscribe behavior.

Practice management system actions

When the patient's location is covered by an active PMS connection, the provider button in the header lets staff link the CRM record to an existing PMS patient and book against the provider diary. Creating a new patient in the PMS remains unavailable, so booking requires an existing link.

PMS appointment creation is asynchronous. SmileLine first saves a pending appointment and a durable operation, then asks the provider to create it. The dialog follows that operation until the provider confirms or rejects it. If a network result is ambiguous, SmileLine looks up the immutable appointment UID and never repeats the create request; the booking stays pending until it is reconciled or marked for manual review.

Every staff, online and PMS appointment uses the same practitioner and operatory reservation boundary. A normal staff booking or reschedule that overlaps either resource returns a conflict instead of double-booking it. An owner or manager may deliberately overbook only by supplying a reason; the extra capacity slot, actor and reason are retained. A provider-authoritative PMS collision is imported as Review required rather than silently accepted or discarded, and SmileLine creates a due task in Today so staff have a concrete review surface. Each appointment has at most one practitioner and one operatory.

PMS updates may move an appointment forward through its normal milestones, even when an intermediate update arrived late. SmileLine does not silently move an appointment backwards or replace a completed, cancelled or no-show outcome with a different outcome. That provider row opens a correction under Settings → Integrations instead of being applied automatically. Reminders stop at the provider boundary while the two facts disagree. An appointment editor can keep the local fact or apply the reviewed PMS projection; accepting it creates an urgent task to inspect payment, messaging and other effects that may already have happened.

Read-only PMS treatment plans, invoices and payments appear under the provider's financials on the patient record. Active and unknown treatment plans appear first; click Show N completed treatment plans to reveal completed plans. Each plan is a summary of its name, state, total and provider update time. SmileLine shows up to 50 plan summaries per patient and does not expose treatment-plan line items. Invoice rows can still include their synced line items.

These financial records use the practice's fixed accounting currency: USD for the United States, GBP for the United Kingdom, and EUR for every other currently supported country. If a provider supplies an explicit currency, SmileLine accepts the financial row only when it matches that fixed currency.

See PMS integrations for connection health, site mapping and automatic polling.

Tags

Tags sit at the top of the right card. Click Add tags (or Edit tags once some are applied) and tick or untick tags in the list. Changes save immediately. Tags are created and managed in Settings.

Journeys

The Journeys panel lists the patient's treatment journeys — one per treatment they've enquired about. For each journey you can see and change:

• the Stage on its board, via the dropdown,
• the Owner (the team member responsible), via the dropdown,
• the estimated value — click the amount to edit it,
• the status: Mark won, Mark lost…, or Reopen from the actions menu.

An active journey shows Stale when it has remained in the current stage for at least that stage's configured Rotten after (days) period. A future snooze suppresses the badge until the journey wakes; won, lost, and archived journeys don't show it.

Click the treatment name to jump to the journey's board, or click New journey to start tracking a new treatment interest for this patient. See Move, close, and reopen for what each status change does.

Timeline

The timeline is the patient's full history, newest first: notes, calls, messages across every channel, form submissions, stage changes, tasks, and appointment events.

To add a note for the team:

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