Patient portal

Patient portal

Mediyn’s patient portal gives patients a secure, mobile-friendly space to manage every aspect of their care — from completing intake paperwork and communicating with their therapist to reviewing sessions, paying invoices, and updating their profile. Clinic staff and therapists have matching tools to invite patients, send intake packets, monitor progress, and keep records accurate without manual re-entry. The sections below describe what the portal does and how to get the most out of it.

Signing In and Account Access

• Patients sign in using a secure, passwordless magic link sent to their email address — no password required.
• After entering your email, a confirmation screen appears. The login link arrives in your inbox and expires after 15 minutes; a fresh link can be requested directly from the confirmation screen.
• Links included in notification emails (such as new-message or invoice alerts) sign you in automatically and take you straight to the relevant page. These links are valid for one hour from the time the email is sent.
• When you sign out, your session is fully terminated immediately. All stored credentials are cleared, and any previously issued session token is invalidated.
• Patients enrolled at more than one clinic can sign in with a single email address. At sign-in, a clinic-selection step lets you choose which clinic’s portal to enter. Once inside, a sidebar clinic selector lets you switch between clinics without signing in again. Patients enrolled at a single clinic see no change.
• Accepting an invitation from a second clinic does not affect your existing clinic access. Each magic link scopes your session to the clinic that sent it, and records at each clinic remain separate and private.
• Patients who were previously archived or removed can verify a new magic link and access the portal without errors. Re-sending an invite to a returning patient’s email address works without any action from clinic staff.
• On iOS, patients can enroll Face ID or Touch ID after their first login. Once enrolled, biometric authentication replaces the need for a new magic link on each visit. If biometrics are unavailable, the standard magic-link flow works as a fallback.

Patient Portal Navigation and Home Dashboard

• The portal has a consistent navigation sidebar that automatically collapses on smaller screens and can be toggled open or closed at any time. A larger topbar with improved touch targets makes navigation easier on phones and tablets.
• The home dashboard greets you by name and gives an at-a-glance view of everything that needs your attention: pending worksheets, upcoming sessions, unread messages, outstanding invoices, assessments, and intake forms — all in one place.
• If a telehealth session is in progress, a banner appears so you can join immediately.
• Incomplete intake forms trigger a reminder on the dashboard; you can snooze it for 24 hours if you are not ready to complete them right away.
• Recent notifications are shown at a glance, and each section clearly indicates when there is nothing waiting for you.
• Mobile and tablet layouts display improved designs with all actions accessible and no horizontal overflow.

Inviting Patients and Portal Access Management

• Clinic staff can invite patients to the patient portal directly from the patient detail page using the “Invite to App” option in the actions menu on the patient header. Clicking it sends a magic link by email, and a confirmation message appears once the link has been sent.
• When you add a new patient and include an email address, a portal invitation is sent automatically as part of the normal patient-creation flow. No extra steps are needed. The invitation can be suppressed during bulk imports or other special scenarios if needed.
• Patients who have already activated their portal account will not receive repeated invitation emails. Invite emails are sent only to patients who have not yet activated their account.
• If the email address entered when creating a new patient is already associated with another patient in your clinic, a clear error message appears directly below the email field immediately, so you can correct it without re-submitting the form.
• You can now register a new patient using an email address previously associated with an archived patient. Archiving fully deactivates the prior account and releases the email for reuse; all historical records for the archived patient are preserved.

Intake Packets and Consent Forms

• Therapists can send a digital intake packet to new patients before their first session. Packets include customisable intake forms, HIPAA and treatment consent documents, and a Good Faith Estimate for self-pay patients.
• New patients are automatically sent their intake forms when their first session is booked — no manual step is required.
• Intake packets can be sent from the Add Patient dialog by therapists on any plan, including Starter, Professional, and Premium, regardless of admin privileges. Published intake templates are accessible to all clinical staff from the Send Packet dialog. If templates fail to load, a clear error message is shown rather than a silently empty list.
• Intake packets display a due date to both the therapist and the patient. Reminder emails are sent automatically as the deadline approaches. If a deadline passes, the packet is marked overdue but patients can still complete and submit their intake; a reassuring message guides them through. Therapists can extend the deadline or resend the invite link from the patient detail page.
• Expired packets can be resent directly from the patient’s intake tab without recreating them from scratch.
• Consent documents — including the HIPAA Notice of Privacy Practices, Informed Consent for Treatment, and Telehealth Consent — display their full legal text inline during intake, so patients can read the complete notice before signing.
• After signing, a timestamped PDF copy of the signed document is generated automatically and is available for download from the patient portal.
• Clinic admins can preview exactly what patients see and can clone any system template to customise it for their practice.
• The intake experience includes a step-by-step progress indicator for multi-section forms. Consent forms show a clear sign-and-submit flow, and intake forms support saving a draft at any point.
• Progress is auto-saved every 30 seconds. Your session remains active while you are filling out intake forms, worksheets, and assessments, so you will not be logged out mid-form and lose your progress.
• The Intake page opens to a To Do tab showing only forms that need your attention. Previously completed and signed forms are accessible under the Completed tab. Once you have signed a consent form, you can review it at any time from either tab or from your Documents page.
• Good Faith Estimates can be reviewed and acknowledged directly on the intake forms page without navigating away. Your cost estimates page highlights the estimate that needs your attention, with a clear acknowledge button. Previously reviewed estimates are in a collapsible history section; cancelled or expired estimates are not shown.
• When a patient completes and signs all consent forms in their intake packet through the portal, their consent status is automatically marked as obtained — no additional action is required from the therapist. The consent date is recorded at the moment the patient submits the final consent form.
• Patients who sign the Treatment consent form during intake will immediately appear as having obtained consent in the clinic dashboard. The Compliance card on the patient overview reflects up-to-date consent status as soon as the patient completes the form. Therapists can still manually confirm consent for patients whose forms were collected on paper or outside the portal.
• Good Faith Estimate acknowledgements made by patients are visible on the clinic side, including the acknowledgement timestamp.
• Individual form submission and consent-signing timestamps are shown within each packet, giving clinics a clear record of when each item was completed.
• The patient intake tab provides a step-by-step view of each patient’s consent status, intake form progress, and Good Faith Estimates in one place. Therapists can send an intake packet, manually record consent, view completed form responses, and create or void Good Faith Estimates directly from this screen. The consent indicator in the patient list is clickable and takes you straight to the intake tab.

Completed Forms and Document Review

• Patients can open any completed consent or intake form in the portal and see their actual submitted responses in read-only mode, including their stored signature and all previously entered information.
• Completed forms are clearly marked with the date they were signed or submitted. No information can be edited on a completed form; it is displayed for review only.
• Completed intake forms and consent documents remain visible in the patient portal after submission. Use the “Review” link next to any completed form to revisit it at any time.
• Patients can review completed intake documents — including consent notices, submitted intake forms, and Good Faith Estimates — directly from the Completed tab in their portal.

Patient Profile and Demographics

• The patient profile page displays all demographic information on file, including name details, pronouns, gender identity, preferred language, and guardian or guarantor information where applicable. No action is needed — existing profile data appears automatically.
• Patient records store first name, last name, and an optional preferred name as separate fields. The preferred name is displayed throughout the platform — in lists, session headers, and notes — when one is set; otherwise the full first and last name is used.
• Patient records support a professional or religious title field (for example, Dr., Sr., or Fr.), completing a five-field name structure. Clinic staff can set or update a patient’s prefix when creating or editing a record.
• Middle names and name suffixes (such as Jr., Sr., II, or III) are stored and displayed on chart headers, billing documents, and superbills. These fields can be added when creating or editing a patient record and are also captured automatically through the standard intake form.
• Patient profiles include emergency contact information (name, relationship, and phone number) as well as demographic fields including pronouns, legal sex, gender identity, preferred language, and referral source. All new fields are optional. The legal sex field supports the values required for insurance documentation.
• Patients can update their own emergency contact information — including name, relationship, and phone number — directly from their profile. Changes are saved immediately.
• The standard intake form includes fields for Legal Sex, Gender Identity, Preferred Language, and Apartment/Suite. Legal Sex is required during intake; Gender Identity and Preferred Language are optional. When a patient completes intake, these values automatically populate their profile’s Demographics section — no manual data entry is required from clinic staff.
• Preferred name and referral source information entered during intake automatically appear in the patient’s profile and the clinic’s patient list. Existing values set by clinic staff are never overwritten — intake responses only fill in fields that are currently blank.
• Demographic and emergency-contact details entered on the intake form automatically appear in the patient’s profile. Any values a therapist has already recorded are preserved and will not be overwritten.
• When a patient’s date of birth on intake indicates they are under 18, Mediyn automatically marks the patient record as a minor — no manual toggle required. Guardian contact details (name, relationship, phone, and email) submitted on intake are saved directly to the patient record. Any manual minor-status setting made by a therapist is always preserved.
• You can record emergency contact details and additional demographic information — including pronouns, legal sex, gender identity, preferred language, and referral source — directly on a patient’s profile. These fields appear in collapsible sections; when editing a record that already includes this information, the relevant sections open automatically.

Clinical Intake History

• Therapists and clinic administrators can record and update a patient’s full clinical intake directly in Mediyn, including current and past medications, allergies, diagnoses, psychiatric and family history, presenting concerns, and primary care physician details. The intake record can be completed in full at onboarding or updated in sections at any time.
• The clinical intake tab shows all medications, allergies, and diagnoses in one unified list that can be filtered by type. Adding any new clinical history item uses a single “Add entry” button and a two-step form. Clinical background notes and PCP details are displayed as dedicated cards alongside the list.

Sessions

• All therapy sessions are available in one place under My Sessions, organised into your next upcoming appointment, future scheduled sessions, and past session history. Use the All, Upcoming, and Past filter tabs to focus on what you need.
• Telehealth sessions that are currently live appear at the top with a “Live” badge and a “Join Now” button. Upcoming telehealth sessions also show a join option when the time approaches. A “Start Session” button appears directly on the session card when your session is ready to begin.
• Each session has a detail page showing linked invoices, assigned worksheets, and assessments for that appointment.
• Patients can cancel an upcoming session directly from the portal, subject to the practice’s cancellation policy.
• Patients can view the clinic’s cancellation policy at any time from the Policy section of their profile. When cancelling, the cancellation screen shows the exact fee and notice window based on the current policy. The therapist receives an email notification as soon as a cancellation is submitted, in addition to their in-app alert.
• Patients can request a session reschedule directly from their session card by selecting a preferred time. The request is sent to the therapist for review, and both parties can see the request status in real time. When the therapist approves, the session moves to the new time; if declined, patients see any note left by the therapist and can choose their next step.
• Patients receive real-time in-app notifications for session cancellations, reschedules, and reminders 24 hours and 1 hour before an upcoming session.

Messaging

• Therapists and patients can exchange messages directly within Mediyn. File attachments — PDFs and images — can be included in any message; attachments appear inline in the conversation thread and can be downloaded at any time.
• Session worksheets are automatically delivered to patients in the conversation as soon as they are generated.
• The messaging screen shows conversation histories with date dividers and read receipts. On smaller screens, tapping a conversation slides in the full chat view, with a back arrow to return to the conversation list.
• Unread message counts appear on the therapist dashboard and in the portal topbar.
• When you receive a notification email about a new message, clicking the button signs you in automatically and takes you straight to that conversation.

Notifications

• A Notification Settings page in the patient portal lets patients choose which types of updates they receive — such as appointment reminders, treatment activity alerts, and billing notices — and on which channels (in-app, email, or push). Open your notifications inbox and tap “Notification Settings” to get started. Changes take effect immediately.
• Notifications are grouped by urgency and recency. Urgent items appear in a “Needs Attention” section at the top. Each notification displays a colour-coded icon that reflects its type. You can mark all notifications as read at once, and the header shows how many unread notifications you have at a glance.
• Patients receive real-time in-app notifications when a session is cancelled or rescheduled, when an invoice is created or a payment is processed, and as reminders 24 hours and 1 hour before an upcoming session. Assessment due notifications are also delivered in real time.
• Tapping an invoice notification takes you directly to your Invoices page.
• Links in Mediyn notification emails — including intake form reminders, invoice alerts, and session summaries — correctly navigate to the right pages in the patient portal. The email footer link to profile settings is also correct.

Billing, Invoices, and Payments

• The Invoices page uses a card layout making it easier to scan and act on outstanding balances. Filter invoices by status — All, Pending, or Paid — and navigate through longer invoice histories with pagination controls. Pay Now actions are directly accessible from the list view without opening individual invoices.
• Tap or click any invoice to open a full detail view showing the amount, payment status, description, therapist name, and linked session where applicable. If an invoice is outstanding, a Pay Now button is available directly from the detail view.
• Invoices include your provider’s credentials, a breakdown of services and CPT codes, and a full payment summary. Use the Download PDF button to save a copy, or print directly from your browser with a clean, formatted layout.
• All invoice statuses — including overdue, cancelled, and refunded — are clearly indicated with distinct visual badges.
• Patients with paid invoices can download a receipt directly from the invoice detail page.
• You can pay outstanding invoices directly from the Invoices page. Click “Pay Now” next to any pending invoice and your saved payment method will be charged automatically. If no payment method is on file, you will be prompted to add one first.
• Payment cards can be added from the patient portal. Clicking “Add Card” opens a secure card entry form; once saved, the card appears in your Payment Methods list.
• The Payment Methods page uses a card layout that clearly shows the status of each saved card. When adding a new card, the page updates automatically once your card is ready — no refresh needed. A confirmation step prevents accidental deletion of a saved card. Only verified, active payment methods display card details; cards still being set up do not show placeholder values.

Superbills

• The Superbills section uses a card-based layout. Each superbill shows your provider’s name, service date, status, and amount at a glance. Filter by status — All, Generated, or Finalized — and use the direct download link on finalized superbills to save or submit them to your insurer.
• Diagnosis codes (ICD-10) are shown directly on the billing page alongside the procedure code, date, and amount — no need to download a document to find them.
• Finalized superbills appear under the Superbills section in the sidebar, showing service dates, procedure codes, and amounts. Use the download button on any superbill to save a PDF for insurance reimbursement.

Session Packages

• The Session Packages page uses a card layout that shows session progress at a glance. Packages are grouped and colour-coded by status — active, pending, or exhausted. Filter the list by status using the tabs at the top of the page.
• When viewing a package in a pending payment state, the package price and session type are displayed upfront before you are taken to the payment screen.

Consents and Withdrawals

• Patients can withdraw their HIPAA, telehealth, and other signed consents directly from the “Signed Consents” section of their profile — no need to contact the therapist first.
• If a patient wishes to stop treatment, the platform guides them through the process and connects them with their therapist to ensure a safe and supported transition.
• Patients can formally request the withdrawal of their treatment consent through the portal. The request is routed to their assigned therapist, who reviews it and either approves or declines. Patients receive a notification once the therapist has made a decision, and can cancel a pending request at any time before it is resolved.
• Therapists receive an immediate notification whenever a consent is withdrawn or a withdrawal request is submitted.
• Consent template content can be updated by clinic administrators. Each material change is version-tracked to support re-acknowledgement workflows.

Known Issue

• Signed consent form details may not appear in the intake review tab after a patient completes their intake packet. Therapists can confirm that consent was submitted via the status indicator. This is currently under review.