The patient chart — Decision support

See where a reminder or suggestion comes from

Hero shows clinicians reminders and suggestions in many places: care gap reminders, quality coding suggestions, medication warnings, clinical question answers. Decision support transparency adds two small controls to them: an i button, Why am I seeing this?, that explains where the reminder comes from, and a thumbs up / thumbs down to say whether it helped. Practice administrators get an Admin → Decision support page to review each one, turn it on or off, add their own, and download the feedback.

1. Turn it on. A practice administrator opens Admin → Additional Features, switches on Decision support transparency, and clicks Save Changes. It is off by default; while it is off none of the buttons or the admin page appear.
2. Look for the buttons. They appear beside the reminder or suggestion itself, in these places:

The buttons never change what the reminder does. Feedback goes to your practice’s own Decision support page; nothing is sent to the patient.

Read the details, and say whether it helped

The Why am I seeing this? panel

Click the i button. The panel is titled with the intervention’s name and says what kind it is: Rule-based (from published guidance) or Predictive (an AI or statistical model). It shows:

• A one-line summary, and About: the item you clicked (for example the reminder’s name).
• For a care gap reminder, a This reminder box: its description, Developer, Version, when it has been in use, its Sources (for example USPSTF or ACIP), and reference links.
• The source details in groups. A rule-based one lists Source (bibliographic citation, developer, funding source, release and revision dates) and Patient data it uses (whether it uses race, ethnicity, preferred language, sexual orientation, gender identity, sex, age, social needs, and health status assessments). A predictive one adds its purpose, cautions, how it was developed and tested, fairness, and how it is kept up to date.
• Anything your practice added under Added by your practice.

A detail nobody has filled in yet reads Not yet provided; one the developer cannot provide reads Information not available. Practice administrators fill these in on the Decision support page.

Feedback

• Thumbs up (Helpful) sends at once; the buttons turn into Thanks.
• Thumbs down (Not helpful) asks Why? (optional): Not relevant for this patient, Already done, Just not helpful, or Add a comment…, which opens the full panel.
• The full form, at the bottom of the Why am I seeing this? panel under Your feedback: What did you do? (I followed it, Already done, Later, Not relevant for this patient, Dismissed, Other), Was it helpful? (Helpful, Not helpful, or no answer), an optional Comment, then Send feedback. It confirms “Thanks, your feedback was sent.”

If the thumbs show Not sent, the feedback did not reach Hero; click again. If the panel says “The details could not be loaded.”, close it and try again.

Review, switch off, add, and read feedback

Admin → Decision support (under Clinical setup) says: “Reminders and AI suggestions: where they come from, which are on, and what clinicians think of them.” It has two tabs, Interventions and Feedback. Practice administrators and owners can open it, and so can staff with “Activate decision support interventions, edit their source attributes and export feedback.” (the Office Manager preset has it). It shows only while Decision support transparency is on.

Interventions

Every reminder and AI suggestion clinicians see in Hero, one row each: its name and where it appears, its type, Details (Complete, or N not yet provided), and how it is turned on.

• A switch. Most rows (for example Quality measure gaps, Clinical question answers (Knowledge Hero), Results message drafts (Results Hero), Command Hero, No-show risk, PREVENT cardiovascular risk score) have an On / Off switch for your whole practice. Turned off, it stops for everyone: Knowledge Hero, Command Hero and Results Hero answer “Your practice turned this off in Admin > Decision support.”, and the others (quality gap prompts, the PREVENT score dot phrase, the no-show risk column) simply stay quiet.
• Controlled elsewhere. Some rows say where they are turned on or off instead: care gap reminders one by one in Admin → Care Gaps; quality code suggestions and HCC suspects in Value-Based Care settings; pre-visit workups in each physician’s guideline preferences; visit completion suggestions and NoteWriter run only when a clinician asks.
• Always on. Drug safety checks (Medication Hero, Never-miss drug interaction checks) and Questionnaire safety alerts cannot be turned off.

Click a name to open its details. Fill in or correct any field (leave it empty while unknown), add your own lines under More details from your practice with Add a detail (predictive ones), and click Save details. Each save is kept as a new revision, shown next to the type.

Add your own

Add an intervention records a reminder or prediction your practice built or uses from another company, so clinicians can read its details too. Enter the Name, the Type (predictive or rule-based), Built by (Another company or Our practice), optionally How it is used with Hero and a Link (it must start with https://), tick the Patient information it uses (problems, medications, allergies, demographics, lab results, vital signs and more), and choose Turn it on now if it is in use. Then open it from the list to fill in its details. A practice’s own intervention shows a Your practice badge and can be removed with Remove intervention.

Feedback

Every thumbs, reason and comment clinicians sent, newest first: When, Intervention, Action, Feedback (Helpful or Not helpful), User, and Location. Filter with From, To and an intervention, then Export CSV or Export JSON. Dates are in your practice’s time zone, and exports leave out patient names. With nothing sent yet it reads No feedback yet.

Care gap reminders can use the new chart data

Care gap reminders are managed in Admin → Care Gaps (Care Gaps Configuration), where each reminder is turned on or off and practices can add their own with Create Definition. A practice’s own reminders can now also look at:

• the patient’s allergies;
• implanted devices (see Implantable devices);
• assessment answers, such as a social needs screener, a health status answer or a social history answer, optionally within a number of months or within a score range;
• More demographics answers: race, ethnicity, preferred language, sexual orientation and gender identity (see More demographics).

Show criteria on a reminder spells these out, for example Allergy:, Implanted device:, Assessment (LOINC) within 1 year, or Preferred language: …. A rule only sees what is recorded in the chart, so a device rule needs devices to be recorded in Implantable devices. The Why am I seeing this? panel of a care gap reminder says which of these kinds of patient data reminders may use.