The Care, Prescriptions and Billing rows

Below the ribbons are the work queues, in three labeled rows: Care (follow-ups, tasks, lab draws, reviews, notes), Prescriptions (reorders, approvals, holds, pharmacy and shipping) and Billing (autopay and the card processor; only while membership management is on). Each card is described below. Older help text calls all of these "the Needs attention row".

How the cards look: each queue is one slim line, a colored dot, the name, the ⓘ hover note, and the count in a small tinted pill on the right (red for problems, amber for "due soon", blue for information). The queue you have open turns into a dark green pill with white text.

Shorter names on the slim cards. Cards with long names show a short one so nothing runs off the card, for example Pending approval, Rx differs, Placed at pharmacy, Shipped (7 days), Shipping · no patient, On hold. Hover the name for the full one; the list heading below uses the full name.

Empty queues are tucked away, when Hide at zero says so. A queue with nothing in it is hidden so the row stays short, but only if its Hide at zero is on: your own choice in Arrange tiles first, else the clinic's in Admin → Settings → Dashboard cards, else the card's default (since 10/31/2026, before, every empty queue folded whatever the setting said). A card with Hide at zero off shows with a 0. At the right of the row label, + Show N empty queues brings the folded ones back, and Hide empty queues tucks them away again. Your choice is saved for you. A queue is never hidden while it is the one open or while you are arranging tiles.

The list under the cards opens with one header bar: the queue name with its count in a dark green pill, a one-line description (hover for the full text; More about this list below has the details), and the search box and filters on the right. Each patient name starts with a small round badge of their initials.

Card: Overdue reorders

• Color: red.
• Hover note: The reorder date has passed and nothing has been ordered.
• What "reorder" means: a reorder is the next refill of a patient's medicine. Each patient has a next reorder date. A few days before it, the portal opens a reorder for them.
• What it counts: members whose membership is active in the portal (this includes suspended, payment-failed and past-due ones), whose membership type has reorders turned on, whose reorder date is before today, and who have no order placed (Ordered, Shipped or Delivered) for this round.
• What it leaves out: archived patients, patients without a membership, frozen or cancelled memberships, membership types with reorders off, and anyone whose order is already placed.
• Opening it shows: those patients, oldest reorder date first. If your role can stage prescriptions, this line shows: Ready to prepare these for the pharmacy? Use the Pharmacy page to stage them in one go.
• Row buttons: Delete when a reorder is open and not yet placed (needs Cancel an order). Archive when there is no open, unplaced reorder (needs Archive / unarchive patients).
• When it changes: a reorder moves here the day after its reorder date (on page load). It leaves when the order is placed (marked Ordered or sent to the pharmacy), when the reorder is deleted, or when the patient is archived.
• What to do: click the order-status chip on the row to work the reorder right there (see "The reorder pane"), or go to the Pharmacy page to prepare many at once.

Card: Reorders due ≤ N days

• The card name uses your clinic's reorder notice (the number of days is always your clinic's own setting, never a fixed 7), for example Reorders due ≤ 7 days. (In Settings the card is listed as Reorders coming due.) The reorder notice is how many days before the reorder date a reorder opens. It is set in Admin → Settings → Schedules → Reorder notice (it also shows under Auto-prepare in Admin → Settings → Pharmacies; it is one setting).
• Color: gold.
• Hover note: Reorders coming due within the clinic's notice window (Settings → Schedules → Reorder notice).
• What it counts: the same group as Overdue reorders, but the reorder date is today or within the next N days, and nothing has been ordered yet.
• Opening it shows: those patients, soonest first, and (if you can stage) Ready to prepare these for the pharmacy? Use the Pharmacy page to stage them in one go.
• Row buttons: Delete (open, unplaced reorder) or Archive. A prescription already on hold shows a grey On hold tag instead of a Hold button, release it from the Orders / refills on hold card.
• Good to know: a patient whose reorder is already prepared and waiting for a provider is still on this card until it is ordered. So the same patient can be on this card and on Pending provider approval. The cards overlap; do not add them up.

Card: Pending provider approval

• Color: amber dot.
• Grey note: how many of them the portal prepared, for example 2 by Auto (left off when there are none).
• Hover note: Prescriptions prepared for the pharmacy that a provider still has to approve, whoever prepared them. Each row says who: "by" a staff member, or "by Auto" when the portal prepared it and nobody has edited it yet.
• What it counts: every patient (members and patients without a membership, not archived) whose open order is waiting for a provider: its status is Pending Provider Approval, or a prescription has been prepared ("staged") and it is not yet approved, on hold or placed. Staff-prepared and portal-prepared prescriptions are in this one card. Orders on hold are on Orders / refills on hold instead.
• The "by" label: each row's chip says who prepared the prescription and is accountable for it, by Taylor (the first name of the staff member) or by Auto (blue) when the portal prepared it by itself and nobody has edited it yet. The first person who edits an Auto prescription takes it over and the label changes to their name. Approving or sending does not change the label. A prescription prepared by someone who is no longer on the clinic's Users page shows by staff.
• When Auto prescriptions appear: only if your clinic turned on Auto-prepare (Admin → Settings → Pharmacies, per membership type). Then, on the hourly check, the portal fills in the prescription for each reorder that comes due, copying the patient's saved medication, their last order in the portal, or their last order at the pharmacy. It never sends anything. If a patient could not be prepared, their row on the reorder cards shows the gold chip Auto-prepare: no Rx to copy; hover over it to see why. Set the patient's medication and it prepares itself on the next hourly check.
• Opening it shows this note:

> Every prescription waiting on a provider, whoever prepared it. The by label on each row is who is accountable for it: by Taylor a staff member prepared it; by Auto the portal prepared it when the reorder came due (Settings → Pharmacies → Auto-prepare) and nobody has edited it yet, the first person to edit it takes it over. Open the row's chip, or approve several at once on the Pharmacy page (Awaiting approval). Delete throws the reorder away (it reopens fresh if the patient is still due).

• Row button: Delete (needs Cancel an order).
• What to do: a provider opens the row's chip, or the Pharmacy page → Awaiting approval (filter with Prepared by to see one person's), checks the prescription, and approves and sends it.
• Where did "Auto-prepared, pending approval" go? It was folded into this card. Older links and morning briefs that point to it open this card.

The two order cards: "Ordered · not shipped" and "Ordered · shipped"

These two cards show orders that were placed with the pharmacy (sent electronically, faxed, marked as ordered, or placed at the pharmacy directly and recorded) and are not yet marked delivered. They split those orders by one question: is the order out the door yet? An order is out the door when it has a tracking number (the number the shipping company, such as UPS or FedEx, gives a package so you can follow it) or when the pharmacy itself reports the order finished (for Stryker, the status "Completed Order"), even before the shipping e-mail with the number has arrived.

How they work:

• One row per order, not per patient. A patient with two open orders can show twice, or once on each card.
• The status chip on each row shows that row's order. If a patient has two orders, each row shows its own order's status (for example Shipped on one and Ordered on the other).
• Both members and patients without a membership are included. Archived patients are left out.
• Orders that were deleted, removed from the list, or marked delivered are left out.
• An order moves from not shipped to shipped by itself in either of two moments: when the pharmacy's shipping e-mail adds a tracking number to it, or when the portal's hourly check (or the pharmacy's own push) sees the pharmacy report the order finished. In the second case the row says no tracking yet in the Tracking column, and the number fills in later when the shipping e-mail comes. (Since 10/27/2026. Before that, a finished order with no e-mail yet sat under "not shipped" while the patient page said Completed, the Luann M. case.)
• What "finished" means for each pharmacy comes from Admin → Settings → Pharmacies → Order statuses (the pharmacy's own list; Prescripta sets the defaults, a clinic can change what a code means).
• The portal never checks the carrier for delivery. A shipped order stays on the card until a person clicks Delivered (or Remove).
• Neither card hides at zero by default.

(Before 10/25/2026 there was one card, "Ordered, not delivered", that mixed both, plus a hidden "Placed with pharmacy" card. Both are gone.)

Card: Ordered · not shipped

• Color: blue.
• Hover note: Orders placed with the pharmacy that have not shipped, no tracking number, and the pharmacy has not reported them shipped. An order the pharmacy reports finished but not shipped stays here, its chip reading "Finished · not shipped". They move to "Ordered · shipped" the moment tracking arrives or the pharmacy reports the order shipped.
• What it counts: open orders placed with the pharmacy that have no tracking number and that the pharmacy has not reported finished.
• Opening it shows this note:

> Orders the pharmacy is still working on, no tracking number yet and not reported finished, one row per order. A shipping e-mail with tracking, or the pharmacy reporting the order finished, moves the order to Ordered · shipped by itself. Orders placed at the pharmacy directly usually never send the clinic a shipping e-mail: check the order at the pharmacy, then Delivered or Remove. Delivered closes the order as delivered; Remove takes it off the list and keeps it on the patient's history exactly as placed. The next reorder date already counts from the prescription's days supply.

• Extra columns: Placed at pharmacy (the day the order was placed) and Prescription (the drug and strength on that order, kept to one line, hover for the full text, with the pharmacy's order number as #…). Since 10/27/2026 the two order cards and Orders / refills on hold drop the membership-only columns (Next autopay, Last follow-up, Next follow-up), so each row is one line.
• Row buttons: Delivered and Remove, for that row's order (both need Update order status (Ordered / Shipped / Delivered)).
• What to do: usually wait. The order moves to "Ordered · shipped" when tracking arrives or when the pharmacy reports it shipped (finished alone is not shipped). If an order sits here a long time, check it at the pharmacy. Orders placed at the pharmacy directly (phone, fax, the pharmacy's own website) often never send the clinic a shipping e-mail, so they stay here until someone clicks Delivered or Remove.

Card: Ordered · shipped

• Color: blue.
• Hover note: Orders out the door that nobody has marked delivered: a tracking number arrived, or the pharmacy reports the order shipped ("no tracking yet", the number attaches when the shipping e-mail comes). Click the tracking number to check the carrier, then Delivered (or tick several on Pharmacy → Shipping).
• What it counts: open orders that have a tracking number, plus open orders the pharmacy reports finished with no number yet, not marked delivered, however old.
• Opening it shows this note:

> Orders out the door that nobody has marked delivered, one row per order: a tracking number arrived, or the pharmacy reports the order shipped (no tracking yet, the number attaches by itself when the shipping e-mail comes). The portal does not see the carrier's delivery scan: click the tracking number to check it, then Delivered. To mark several at once use Pharmacy → Shipping. Delivered closes the order as delivered; Remove takes it off the list and keeps it on the patient's history exactly as placed. The next reorder date already counts from the prescription's days supply.

• Extra columns: Placed at pharmacy, Prescription (with the pharmacy order #), and Tracking: the carrier and tracking number. It is a link that opens the carrier's tracking page in a new tab (hover: "Check delivery on the carrier's site"). If the portal has no link for that carrier, the number shows as plain text. If the row is there because the pharmacy reported the order finished and no number has come yet, the column says no tracking yet (hover it for the explanation); it turns into the link by itself when the shipping e-mail arrives. Pharmacy → Shipping lists only orders that actually have a number, so a "no tracking yet" row is marked delivered from this card (its Delivered button) or from the patient page.
• Row buttons: Delivered and Remove, for that row's order.
• What to do: click the tracking number. If the carrier says delivered, click Delivered. To mark several at once, use Pharmacy → Shipping → tick the rows → Mark delivered. For a no tracking yet row, wait for the shipping e-mail (usually the same day or the next), or, if the pharmacy ships without e-mailing the clinic, check the pharmacy's own site and click Delivered when it arrives.

Card: Follow-ups due

• Color: gold.
• Hover note: Follow-ups whose date has arrived, the next scheduled step (check-in, lab draw, visit) is due or overdue, and patients the last call did not reach. Log the call or mark the step done on the patient page.
• What a follow-up is: a check-in with the patient. If the patient's membership type has a follow-up schedule (Admin → Settings → Schedules, for example a 90-day and a 180-day follow-up), the follow-ups are those scheduled steps: the patient's next follow-up date is always the next step that is not done. Types without a schedule use the simple follow-up interval.
• What it counts: members with an active membership and follow-ups on who either have a scheduled step due today or past due and not marked done, or whose next follow-up date is today or earlier, or were not reached on the last logged call (no answer, left voicemail, or texted). Steps that do not apply to the patient's membership type ("Applies to") are left out.
• What it leaves out: patients whose follow-ups are stopped, frozen or cancelled memberships, membership types with follow-ups off, archived patients, patients without a membership.
• Opening it shows: those patients, earliest date first.
• Row button: Stop follow-ups (needs Delete follow-up attempts / stop follow-ups for a patient).
• When it changes: logging a call as Answered marks the step that is due (or due within the next 7 days) done and moves the follow-up to the next step; Mark done on a step does the same; moving the date (Change date) moves that step and the later steps on its chain by the same number of days (a lab draw on its own clock is never moved by a check-in, and carries only its own later lab draws); a one-off follow-up added on the patient page counts here too when it is the earliest open one; stopping follow-ups removes the patient.
• What to do: call the patient and log the call on their patient page, or mark the step done.
• Where did "Follow-up steps due" and "Follow-ups not reached" go? They are this one card now. Older links open it.

Card: Lab draws overdue

• Color: red. Hides at zero by default.
• Hover note: Scheduled lab draws whose date has passed without a result logged.
• What it counts: members with a lab-draw step whose date is before today and not marked done. A lab due today is not counted yet (it is on Follow-ups due).
• Good to know: an overdue lab never stops a reorder. The provider decides.
• Row button: Stop follow-ups.
• What to do: book the draw; when it is done, mark the step done on the patient page.

Card: Follow-up schedule moved · review

• Color: blue. Hides at zero by default.
• Hover note: A provider moved the membership's start date, which shifts every scheduled follow-up, confirm the new schedule.
• What it counts: members whose step schedule start date ("the date the schedule counts from") was moved by a provider, and nobody has cleared the flag yet.
• Row button: Stop follow-ups.
• What to do: open the patient → Follow-up dates → Scheduled steps. Check the new dates. Then click Reviewed, clear flag (needs Adjust next follow-up date). The patient leaves the card.

Card: Autopay ≤ 7 days

• Color: blue.
• Hover note: Autopay dates in the next seven days.
• What it counts: members with an active membership whose next autopay date (the next day the EMR, or the portal for portal-billed memberships, charges them) is today or within the next 7 days. Always 7 days, whatever your reorder notice is.
• Row button: Archive.
• What to do: usually nothing. Use it to spot cards that may fail.

Card: EMR differs · review

• Color: gold. Hides at zero by default.
• Hover note: A patient added by hand that the EMR now has (a possible match), a hand-added membership the EMR reports differently, or a detail staff locked (kept the portal's value) that the EMR has since changed, an address, phone, e-mail or name. Open the patient: the EMR's details sit next to the portal's with the differences marked, and you decide.
• What it counts: (1) patients added by hand for whom the EMR sync found someone who looks like the same person, (2) hand-added memberships whose EMR patient has a different membership (or none), and (3) since 10/31/2026, patients with a locked detail the EMR has since changed (see Patients → "When the EMR changes a locked detail"). Since 10/29/2026 (1) and (2) are on this one card (the second used to be on "EMR disagrees · review").
• In the list, the order-status chip reads EMR differs · review and cannot be clicked.
• Row button: Archive.
• What to do: open the patient. The [EMR] differs, review box shows both records side by side with a reason; choose Accept, Fix this record, Archive this record or Not the same person (see the patient page help).
• Patients added from the pharmacy or by hand (since 10/31/2026, Clinic Manager with All patients): each time the portal reads your EMR's patient list, it compares every hand-added patient who has no membership and no EMR link with the EMR's patients. When exactly one EMR patient has the same name and the date of birth does not disagree, the patient lands on this card as a possible match. The box says what matched (for example "name, date of birth"). Accept, link to (your EMR) links the record to the EMR's patient: its orders, notes and history stay, and the patient is counted once (the EMR's "No membership" copy is retired on the next patient sync).
• Accept all exact matches (N): shown above the list when some matches agree on name plus date of birth, e-mail or phone. It links all of those at once (it asks first). Matches on name only stay on the card for someone to check. Needs Add patients.

Card: EMR disagrees · review

• Color: gold. Hides at zero by default.
• Hover note: Staff overrode the status shown for these memberships and the EMR has since reported a change, Keep the override or Use the EMR's status.
• What it counts: two kinds of disagreement (membership-type differences moved to EMR differs · review on 10/29/2026):
  1. Status: staff set a status on the portal, and the EMR has since changed its own status. Chip: EMR status changed, review.
  2. Possible duplicate: another patient record shares this e-mail or phone under a different EMR patient number. Chip: Possible duplicate, review.
• Opening it shows this note:

> These memberships have a status override on the portal, and (EMR) has since changed its own status for them. Open each patient and choose Keep (the override stays, re-based on the new EMR status) or Use (EMR)'s status (the override is dropped).

• Row button: Archive.
• What to do: open each patient. The red box at the top explains the problem and gives the buttons (needs Override the EMR membership status (with review when the EMR changes)):
  • status: Keep showing … or Use (EMR)'s status (…)
  • duplicate: Compare & merge (needs Merge duplicate patient records) or Not a duplicate

Card: Rx differs at pharmacy · review

• Color: gold. Hides at zero by default.
• Hover note: The pharmacy shows a prescription that differs from the medication saved here, a provider decides which is right.
• What it counts: patients (members or not) for whom the daily pharmacy check found an order placed at the pharmacy directly whose prescription is not what is saved in the portal.
• Opening it shows this note:

> The daily pharmacy check found an order placed at the pharmacy directly (not through the portal) whose prescription is not what is saved on the patient, a different dose, days supply, or a line added or dropped. The order itself was recorded and the reorder clock set from it; nothing on the saved medication was changed. Open each patient and choose Use the pharmacy's prescription or Keep what is saved.

• Row button: Archive.
• What to do: a provider opens the patient and clicks Use the pharmacy's prescription or Keep what is saved (needs Set a patient's medication).

Card: Patients with notes

• Color: blue.
• Hover note: Patients with a note on file.
• What it counts: every patient (members or not, not archived) with at least one staff note, minus the ones you hid. Because of that, your number can be different from a colleague's.
• Opening it shows two lines: Every patient with at least one staff note, most recent first. Open the patient to read them. and Hide removes a patient from this card until their next note; the notes themselves stay on the patient page. Then its own table:

| Column | What it shows | |---|---| | Patient | Name; click it to jump to the patient's notes | | Membership | Membership type | | Notes | How many notes, plus a gold N pinned chip if some are pinned | | Last note | Date and time of the newest note (Eastern time) | | By | Who wrote the newest note | | (button) | Hide for me |

If empty: No notes yet.

• Hide for me: needs Add notes (every role has it by default). It hides the patient from your card only. Colleagues still see them. When anyone adds a new note to that patient, they come back for everyone. There is no other undo.

Card: No autopay amount in EMR

• Color: blue. Hides at zero by default.
• Hover note: The EMR sent no autopay amount for these memberships, set one per type or per patient.
• What it counts: current memberships (any status except cancelled/expired) whose next autopay amount is missing or zero.
• Why it matters: the money totals in the Quill morning brief leave these out.
• Opening it shows this note:

> Current memberships whose EMR record carries no next-autopay amount, so the money figures above leave them out. Usually a banked/VIP plan or a membership the EMR bills outside autopay; fix the amount in the EMR (or on the patient page for manual entries) and the next sync picks it up.

• Row button: Archive.

Card: Shipped · tracking received (7 days)

• Color: blue. Hides at zero by default.
• Hover note: Shipments whose tracking number arrived in the last seven days.
• What it counts: only shipments whose tracking number arrived in the last 7 days. Shipments someone hid are left out.
• Older packages: a package whose tracking came in more than 7 days ago is not counted here, even if it is not marked delivered yet. To see those, open Pharmacy → Shipping and pick Not marked delivered yet in the list box.
• Clicking it: opens Pharmacy → Shipping. There is no list on the Dashboard.

Card: Shipping e-mails · no patient found

• Color: gold. Hides at zero by default.
• Hover note: Shipping e-mails from the pharmacy that match no patient here, match them by hand or add the patient.
• What it counts: shipping e-mails from the pharmacy that the portal could not match to any patient.
• Clicking it: opens Pharmacy → Shipping with the list Shipping e-mails not matched to a patient at the top (outlined), that is the list this card counts. The Shipped list of orders on their way is below it. There, use Find at pharmacy on the row, or match it by hand.

Card: Placed at the pharmacy · recorded (7 days)

• Color: blue. Hides at zero by default.
• Hover note: Orders placed at the pharmacy directly, not through the portal, in the last 7 days. Each matched a patient and is already on their record, nothing to do unless the prescription differs (see 'Rx differs at pharmacy'). Dismiss takes a row off this card only.
• What it counts: patients (not archived) with an order placed at the pharmacy directly (by phone, fax or the pharmacy's own website) in the last 7 days that the portal already put on their record. One row per patient (their newest such order). Cancelled orders and dismissed rows are left out.
• Opening it shows: the standard columns plus Placed at pharmacy (the pharmacy's date) and Prescription (the drugs filled, and the pharmacy's order number as #… under them). Newest first.
• Row button: Dismiss (needs Update order status (Ordered / Shipped / Delivered)). No confirmation. Takes the row off this card for everyone. The order stays on the patient. No undo button; the row would drop off after 7 days anyway.
• When it changes: new rows come from the morning pharmacy check and the pharmacy-history refresh.
• What to do: nothing, unless the patient is also on Rx differs at pharmacy · review.
• (Before 10/24/2026 this card was called "Found at the pharmacy, 7 days".)

Card: Pharmacy orders · no patient

• Color: gold. Hides at zero by default.
• Hover note: Orders at the pharmacy for people the portal does not know, the rows waiting under Pharmacy → Found at the pharmacy. The number drops as soon as a row is added, linked or deleted.
• What it counts: the rows waiting right now on Pharmacy → Found at the pharmacy.
• Clicking it: opens Pharmacy → Found at the pharmacy. Add or link each person there.
• When it changes: new rows arrive with the morning pharmacy check. The number drops the moment a row is added, linked or deleted.

Card: Billing disagrees · review

• Color: amber. Hidden at zero. Only exists when a card processor is set up (Admin → Settings → Payments).
• Hover note: The card processor and the portal (or your EMR) disagree: a Customer ID edited at the processor, a membership ended here that is still billing, a member with no billing, a patient with no membership who is paying, or an amount that differs from the type's price. Nothing changes on its own, decide each under Payments → Needs a decision.
• What it counts: the rows under Payments → Needs a decision.
• Click: opens that tab.

Card: Subscriptions to confirm

• Color: amber. Hidden at zero. Only exists when a card processor is set up (Admin → Settings → Payments).
• Hover note: Subscriptions at the card processor that nobody has confirmed yet, a suggested patient to check, or none found. Nothing reaches a patient until it is confirmed under Payments → Subscriptions (tick one or all, then Confirm).
• What it counts: subscriptions under To confirm plus Not matched.
• Click: opens the Payments page.

Card: Billing cancelled at processor · decide

• Color: red. Hidden at zero.
• Hover note: The card processor cancelled or ended the subscription that billed these memberships. Refills are on hold (Settings → Pharmacies → Refill holds) until someone opens the patient and clicks End membership or Keep active; a new subscription confirmed for the patient clears it by itself.
• What it counts: patients marked billing cancelled at the processor.
• Click: opens the list; open a patient → Payments card → End membership or Keep active.

Card: Payments declined (7 days)

• Color: red. Hidden at zero. Only with a card processor set up.
• Hover note: Membership charges the card processor declined in the last 7 days. Each patient is set to Payment failed (when that rule is on) and their refill is on hold until the card clears.
• What it counts: declined charges on patients in the last seven days (a decline linked by hand counts too).
• Click: opens Payments → Recent.

Card: Payments collected (7 days)

• Color: blue. Hidden at zero. Only with a card processor set up.
• Hover note: Membership charges the card processor collected in the last 7 days.
• What it counts: charges that went through on patients in the last seven days.
• Click: opens Payments → Recent.

Card: Rejected by pharmacy

• Color: red. Hides at zero by default.
• Hover note: The pharmacy refused these orders, open the order to see why and resend.
• What it counts: every patient (not archived) whose current order came back from the pharmacy as rejected or with an error. Their row shows a red Pharmacy rejected or Pharmacy error chip.
• Row button: Delete (needs Cancel an order), which throws the reorder away.
• What to do: click the order-status chip. The pane shows the pharmacy's message. Fix the problem (for example the address or the product) and send again. This is urgent: the patient's medicine has not been ordered.
• Good to know: this card is not in the daily summary e-mail. Check the Dashboard for it.

Card: Orders / refills on hold

• Color: red. Hidden at zero.
• Hover note: Prepared prescriptions that are not going out yet: the membership payment failed or a lab draw is overdue (with Refill holds set to Hold under Settings → Pharmacies), or someone put the order on hold to verify something. They leave the approval cards until released; a provider overrides an automatic hold on the order, Release clears a manual one.
• What it counts: one row per held order (since 10/27/2026). A held order is not on Pending provider approval any more; it comes back there when released.
• Opening it shows the note: Prescriptions that are prepared but not going out, one row per held order, with the reason under Why on hold. An automatic hold (payment failed / lab draw overdue) is released by a provider with Override hold on the patient page; a hold placed by staff is cleared with Release here. Released orders go back to Awaiting approval. Delete cancels the reorder as on the approval cards.
• Extra columns: Prescription (the drugs on the order) and Why on hold: in red, an automatic reason ("the membership payment failed", "Lab draw is overdue (due MM/DD/YYYY)") with ", provider override on the patient page"; in plain text, "Held by name MM/DD/YYYY: reason" for a hold placed by staff.
• Row buttons: Release (only on a hold placed by staff; needs Stage a prescription…) and Delete (cancels the reorder; needs Cancel an order).
• How a hold starts: automatically, from the Refill holds setting; or by hand, Hold on a Pending provider approval row, on Pharmacy → Awaiting approval, or on the order on the patient page. Every hold asks for a reason and writes it to the order's history and the audit log.
• Where else it shows: the Pharmacy link in the top bar carries the count as a badge, Pharmacy → On hold tab lists the same rows, and the daily summary and morning brief carry the count.