This MedXimity EHR website reviews guide explains how incoming website requests appear in the EHR, how staff can review them, and what a declined service request means. In short: a website review is an internal review step for a request submitted through a MedXimity-connected web form or provider profile. It is not the same as a public patient review or testimonial.
Use this guide if your front desk, intake team, billing team, or practice administrator needs help with request status, missing requests, duplicate submissions, routing, or declined requests.
Overview: Website Reviews and Service Requests in MedXimity EHR
Website reviews in MedXimity EHR help your practice evaluate incoming online requests before they become part of your normal scheduling, intake, or follow-up workflow. These requests may come from a MedXimity website, provider profile, service page, or other connected online form.
The review step is designed to help your team confirm whether the request belongs to your practice, whether the information is complete enough for follow-up, and which staff member or department should handle the next step.
This article focuses on operational workflow. It does not cover public Google reviews, testimonials, or reputation marketing. For profile setup that may affect how patients or referral sources contact your practice, see How to Claim and Verify Your Medximity Provider Profile and How to Update Your Practice Address, Phone Number, and Business Hours on Medximity.
Key Terms: Website Review, Service Request, Request Status, and Declined Request
If you are looking for MedXimity EHR request status help, start with these definitions:
- Website review: The internal review step for an online request submitted through a MedXimity-connected website, form, or profile. If you are asking, “what is a website review,” this is the short answer: it is a staff-facing review item, not a public review.
- Service request: An incoming request for scheduling, contact, service information, referral follow-up, or another practice-related action.
- Request status: The label that shows where the request stands in the workflow, such as new, pending review, accepted, routed, completed, or declined. Exact labels may vary by account configuration.
- Accepted request: A request your practice has chosen to move forward for scheduling, intake, follow-up, or another internal process.
- Declined request: A request that was not accepted for scheduling or follow-up through that workflow.
The key difference in a declined vs accepted service request is workflow direction. Accepted means your team is taking the request forward. Declined means your team is closing or removing it from that request pathway.
Who Can View and Manage Website Reviews
Access depends on your practice’s EHR roles, permissions, and account settings. In many practices, website reviews are handled by one or more of the following roles:
- Front-desk staff
- Intake coordinators
- Scheduling staff
- Practice managers
- Authorized administrators
Clinical staff may not need to manage website requests unless your practice has assigned them to that workflow. For privacy and consistency, each practice should decide who is responsible for checking requests, accepting or declining them, and documenting the outcome.
Where to Find Website Reviews in the EHR
Menu labels may vary slightly depending on your account setup, but website reviews are typically found in an area related to requests, website activity, intake, or communications.
- Sign in to MedXimity EHR with an account that has permission to view website requests.
- Open the main navigation menu.
- Look for a section such as Website Reviews, Requests, Service Requests, Inbox, or Intake.
- Select the website review or request queue.
- Use filters, if available, to view new, pending, accepted, declined, or completed requests.
If you can’t find website requests in MedXimity, check your filters first, then confirm that your user role has the correct permissions.
How Incoming Service Requests Appear
Incoming service requests usually appear as a list item or card with the submitted details. Depending on the form and your configuration, the request may include:
- Name of the person submitting the request
- Phone number or email address
- Requested service or reason for contacting the practice
- Preferred location, provider, or appointment time, if collected
- Date and time submitted
- Source, such as website form, provider profile, or landing page
- Current request status
How long does request review take? The EHR may display the request shortly after submission, but the time it takes to review depends on your internal staffing and workflow. Many practices assign a staff member to check the request queue at set times throughout the business day.
If your practice receives a high volume of website requests, consider creating a standard review schedule so new requests do not remain pending longer than expected.
Step-by-Step: Reviewing a Website Request
If you need to know how to review website requests, use this workflow:
- Open the website review or service request queue.
- Select the request you want to review.
- Confirm the basic contact information, such as name, phone number, and email address.
- Review the request details, including service requested, preferred location, message, and submission source.
- Check whether the request appears to match your practice’s services and location.
- Look for missing or unclear information that may require follow-up before scheduling.
- Search for an existing patient record or duplicate request, if your workflow allows it.
- Choose the appropriate action: accept, route, follow up, mark incomplete, or decline.
- Add an internal note if your practice uses notes to explain the decision or next step.
- Save or update the request status.
If the person is new to your practice and your workflow requires a patient chart, you may need to create one separately. See How to Add a New Patient Record Manually in Medximity EHR.
How to Accept, Route, or Follow Up on a Request
Use your practice’s internal policy to decide how to accept service requests and how to route service requests. A consistent workflow helps reduce missed follow-up and duplicate outreach.
How to accept service requests
- Open the request detail page.
- Review the submitted information for completeness.
- Confirm the request is appropriate for your practice location, service type, and intake workflow.
- Select Accept or the equivalent status option.
- Assign the request to the correct staff member, provider, or department, if assignment is available.
- Add an internal note with the next step, such as “Call for scheduling” or “Send intake forms.”
- Save the updated status.
How to route service requests
- Open the request.
- Identify the correct route, such as scheduling, billing, records, new patient intake, referral coordination, or practice manager review.
- Use the assignment, routing, or note field available in your EHR setup.
- Include only the information needed for the next staff member to act.
- Update the request status so the team can see that it has been routed.
After routing, avoid leaving the same request in a “new” or “unreviewed” status if your account allows status updates. Clear status labels help the next user understand what has already happened.
What a Declined Service Request Means
A declined service request means the request was not accepted for scheduling or follow-up through that specific website request workflow. It does not necessarily mean the person is ineligible for care, and it does not replace your practice’s normal communication policies.
If a staff member asks, “why was my request declined,” the answer should come from the internal reason, note, or workflow rule used by your practice. MedXimity EHR can show status, but the reason for the decision may depend on how your team documented it.
In practical terms, the difference between a declined vs accepted service request is:
- Accepted: The request moves forward for scheduling, intake, callback, or another next step.
- Declined: The request is closed out of that queue or marked as not moving forward through that pathway.
Common Reasons a Service Request May Be Declined
A request may be declined for operational reasons. Common examples include:
- The request was submitted to the wrong location.
- The request is outside the services your practice offers.
- The submission is a duplicate of a request already being handled.
- The contact information is incomplete or appears invalid.
- The request was spam, test data, or unrelated solicitation.
- The person already has an appointment or open intake process.
- The request was transferred to another workflow outside the website review queue.
When possible, add a short internal note explaining the reason. For example: “Duplicate request; patient already contacted by scheduling” is more useful than simply marking the request declined.
What to Do After a Request Is Declined
Declining a request should not create confusion for the next staff member. Use a clear close-out process.
- Confirm that declining is the correct action under your practice’s policy.
- Add an internal note with the reason, if available.
- Confirm whether any separate follow-up is required outside the website review workflow.
- If the request is a duplicate, note which request or patient record is being used instead.
- If the request was routed elsewhere, make sure the receiving staff member can see the needed information.
- Save the declined status.
If the decline was accidental, check whether your account allows the status to be reopened or changed. If not, contact an administrator or MedXimity Support for help.
How to Document or Track the Outcome Internally
Internal documentation should be brief, factual, and useful. Avoid subjective comments or unnecessary personal details.
Good internal notes may include:
- “Accepted; assigned to front desk for callback.”
- “Duplicate; original request dated Monday is already in progress.”
- “Incomplete phone number; email follow-up needed.”
- “Routed to billing question queue.”
- “Declined as spam submission.”
If a request becomes part of a patient’s care or scheduling workflow, follow your practice’s documentation standards for where that information should live. A website request queue is not always a substitute for the patient chart, appointment record, intake note, or administrative task list.
Privacy and Security Reminders for Request Information
Website requests may contain personal information. Treat them with the same care you use for other practice communications.
- Only authorized staff should access website requests.
- Do not copy request details into unsecured messages or personal accounts.
- Limit internal notes to what staff need to complete the workflow.
- Do not include unnecessary clinical assumptions in request notes.
- Log out of shared workstations when finished.
- Follow your practice’s HIPAA and privacy policies when contacting the requester.
If a request includes sensitive information, handle it according to your practice’s privacy procedures and applicable law. MedXimity EHR tools support workflow, but your practice is responsible for following its own compliance policies.
Troubleshooting Missing, Duplicate, or Incomplete Requests
Use this section if you can’t find website requests in MedXimity, see duplicate service requests in EHR, or receive incomplete submissions.
If a request is missing
- Refresh the request queue.
- Clear filters that may be hiding accepted, declined, completed, or older requests.
- Check date range filters.
- Confirm you are viewing the correct location or provider, if your account has multiple locations.
- Ask an administrator to confirm your permissions.
- Verify that the website form, profile, or page is connected to the correct practice account.
- If the request still does not appear, contact MedXimity Support.
If a request appears more than once
- Open each request and compare name, contact information, date, and message.
- Confirm whether the requester submitted multiple forms or used the back button and resubmitted.
- Keep the most complete or most recent request active, according to your practice policy.
- Mark the duplicate request as declined, duplicate, or completed if your workflow supports that status.
- Add a note such as “Duplicate; active request is being handled by scheduling.”
If contact information is incomplete
- Check all fields on the request detail page.
- Look for an email, phone number, or alternate contact method.
- If enough information is available, route the request for follow-up.
- If the request cannot be acted on, document the reason and close it according to practice policy.
If your practice uses website activity data to monitor form performance or submission sources, you may also find Learn How to Use Google Analytics to Monitor Website Activity helpful.
When to Review Staff Permissions or Account Settings
Review permissions when staff cannot see requests, cannot update request status, or cannot route requests to the right team member. Permission issues are common when a new employee starts, a role changes, or a practice adds a new location.
- Ask an account administrator to open user settings.
- Confirm the staff member is assigned to the correct practice and location.
- Check whether the role includes access to website reviews or service requests.
- Confirm whether the user can view, edit, accept, decline, or assign requests.
- Save any changes and have the user sign out and back in.
- Test with a known request to confirm the correct access.
When to Contact MedXimity Support
Contact support when your team cannot resolve the issue through filters, permissions, or normal workflow checks. MedXimity support for missing requests can help investigate account configuration, routing, and access questions.
Before contacting support, gather:
- Practice name and location
- User email or role affected
- Approximate date and time of the request
- Requester name, if available and appropriate to share through the support channel
- Screenshot of the request queue or error message
- Steps already tried, such as clearing filters or checking permissions
Do not send unnecessary sensitive information. Include only what support needs to identify the issue.
Still Need Help?
If you still have questions about website reviews, declined requests, missing requests, duplicate submissions, or request status in MedXimity EHR, contact MedXimity Support from your account or through your normal support channel. Include the request details, screenshots, and the troubleshooting steps your team has already completed.