Changes to Pending Status

"Pending” is a status for clients who start signing up to a SilverCloud program but do not complete the whole process (e.g. onboarding questionnaires). Clients in pending status are shown in their own tab on the "clients" table.

With this release, clients will move straight into ‘Current’ or ‘New Referral’ (depending on your service setup) as soon as they create an account, even if they have not fully completed onboarding. Whilst you may still seem some clients in the pending tab, the number will be much smaller and they will be there for a much briefer period of time. 

Why

The ‘Pending’ status does not allow services to carry out any meaningful ‘actions’ for these clients. Once clients have moved beyond that status, services can be much more proactive in how they can encourage people to continue using their programme. This includes actions such as:

• Assigning these clients a supporter and completing a review
• Assigning or changing a programme
• Sending clients a message
• Marking the clients as unsuitable after a period of inactivity

NOTE: Actions available on each service may vary

Impact 

If your service is set up to manually assign clients to supporters:

• Clients will now go straight into the ‘New Referral’ table with an ‘Activity’ sub-status of ‘Onboarding’ even if they haven't completed all the questionnaires.
• Service administrators can assign the client to a Supporter or Programme if you believe that the patient has completed enough questionnaires.
• Service administrators can mark the patient as unsuitable if they have not been responsive to your actions (with an option to delete the patient record from the system if desired)

If your service is set up to have supporters automatically assigned:

• Clients will go straight into the assigned supporters ‘Current’ table with an ‘Activity’ sub-status of ‘Onboarding’.
• Supporters can choose to complete actions on the client as normal. This would include the ability to "end reviews" if the client does not complete the sign up process.

In both cases the ‘Questionnaires’ column will show how many questionnaires these patients have completed during onboarding which can help to determine which action to take for these clients.

NOTE: This change will only apply to new clients who sign up after the setting has been applied. Existing clients will continue to be listed in the Pending table as before.