When a patient submits a care navigation request through Hero Health, it lands in your Inbox as a task (also referred to as a ticket). Each task contains the patient's submitted form responses along with any related appointment, communication, or clinical data. This article walks you through how to find and view those requests.
Navigate to the Inbox from the main navigation. The Inbox displays a list of all tasks for your practice, including incoming care navigation submissions. Each item in the list shows the task type, the associated patient, its current status (open, in progress, or closed), and its priority level.
To locate care navigation requests specifically, you can filter the list by task type or use the assignee and status filters to narrow down to requests relevant to you or your team.
Click on any task in the list to open the full detail view. Inside, you'll see:
Patient details — the patient associated with the submission, including their name and relevant identifiers
Form responses — the patient's answers to the care navigation form, displayed in the same order as the original form template
Attachments — any files the patient uploaded as part of their submission are shown as clickable icons
Status and priority — the current state of the task and its urgency level
Assignment — which staff member or team the request has been routed to
If you need to record a follow-up action or internal query without saving anything to the patient's clinical record, you can add a note directly to the request. Notes are linked to the specific task and are not written back to EMIS or SystmOne — they're for internal admin use only.
Once you've reviewed the submission, you can save the form response to the patient's EHR. Select the Save to recordoption within the task view. This will asynchronously write the form response to the patient's medical record in EMIS or SystmOne.
Note: saving to record requires the patient to have a linked EHR ID. If the patient has an NHS number on file, Hero can use this to identify their record. If the option is unavailable, check that the patient's record is properly linked.
As you work through a care navigation request, you can update its status to reflect progress — for example, moving it from open to in progress to closed. You can also reassign it to another team member or admin team if needed.
To review all care navigation submissions made by a specific patient, visit the Care Navigation tab on the patient's dashboard.
To manage the care navigation pathways and form templates your practice uses, go to Settings → Care navigation.
