Update – July 2026

Overview of Updates

1. PracticeEHR – Kno2 External Records Retrieval

PracticeEHR is now integrated with Kno2, allowing practices to retrieve a patient's records from external sources and Health Information Exchanges (HIEs) directly inside the patient chart. Retrieved documents are presented in accordance with ONC-aligned presentation requirements and can be reconciled into PracticeEHR, so clinical staff get a fuller picture of the patient's history without requesting records manually from outside organizations.

Retrieval is consent-driven. External records are only queried once the patient has granted External Records Consent, which can now be captured at registration, in demographics, during self-scheduling, and at the KIOSK.

External Records Consent – Create New Patient

An External Records Consent toggle has been added to the Create New Patient screen. The toggle is OFF by default. When it is turned ON, the consent is also reflected as active in Patient Demographics, so the patient only has to be asked once.

External Records Consent – Patient Demographics

Consent can be reviewed and managed at any time through the External Records Consent toggle (ON/OFF) in Patient Demographics > Extra Information. This toggle must be enabled before the system can proceed with external record retrieval for the patient.

External Records Consent – Self Scheduling

Patients booking their own appointments are now asked for External Records Consent as part of the self-scheduling flow, so consent is captured before the visit without additional front-desk effort.

External Records Consent – KIOSK

In the KIOSK, External Records Consent is requested on the Demographics step and must be answered before the patient can complete Check In.

HIE Records Availability in the Patient Chart

When HIE records have been retrieved and are ready for review, an indicator appears and blinks in the Patient Chart, so staff can see at a glance that external information is waiting.

Manual External Record Retrieval

Selecting the External Record Retrieval option opens the retrieval window, where the user can fetch the patient's external records by selecting Retrieve External Records.

The retrieval then runs through the following stages:

• Ready to Query — the system calls the Kno2 service to initiate retrieval.

• Query initiated — patient demographic information is securely transmitted to start the query process.

• Sources searched — connected external sources are searched for matching patient records.

• Records returned — retrieved records are returned to the system and organized by source.

Reviewing Retrieved Records

All retrieved Health Information Exchanges (HIEs) are presented on screen, displayed in accordance with ONC-aligned presentation requirements. For each retrieved document, the system displays the following metadata:

Users can control and narrow what is shown before reconciling:

• Select Source — a multi-select dropdown listing every fetched source. All fetched sources are checked by default.

• Data can be reconciled item by item, or all retrieved data can be selected at once.

Duplicate Detection and Matching Groups

Where the same information has been returned by more than one source, PracticeEHR groups the duplicates so they can be handled together:

• A “Matching Group” pill is displayed only when duplicate records exist.

• Selecting a record and choosing Select All Matched selects all similar records in that group.

• Matching records are highlighted in green for quick identification.

Reconciling Records into PracticeEHR

Once the required data has been selected, choosing Reconcile merges it into PracticeEHR. The system displays a confirmation message before merging and automatically skips any duplicate records, then shows a success alert when the records have been merged into the chart.

When No Records are Found

If an error occurs or no data is returned from the external sources, the system displays the message “No external records found,” and the user can run the query again.

2. AI Inbound Agent – Agent Enhancements

This release extends the AI Inbound Agent so that every incoming call reaches a defined outcome, and gives practices more control over the scheduling conversation. Three enhancements are included: a universal fallback for requests the agent does not recognize, the ability for callers to leave a message for a specific provider, and an optional provider-preference step during appointment scheduling.

Universal “Other” Fallback for Unrecognized Requests

The fallback now covers every scenario. Previously, a request that did not match a known intent could end without a clear outcome; the agent now always has somewhere to send the call.

• When the caller's intent is in the agent's intent list, the agent handles it with that intent, exactly as before.

• Any intent that is not on the intent list is routed to the default Other fallback.

• If the agent cannot recognize the caller's intent at all, the request is still routed to the Other fallback rather than being left unhandled.

Leaving a Message for a Provider

Callers who reach the fallback can now record a message for a specific provider. When the caller asks to leave a message, the agent first asks which provider the message is for, then records the message against that provider so it reaches the right person.

Fallback messages are grouped by type so they can be routed and worked on separately:

• Appointment messages — kept in their own group.

• Insurance messages — kept in their own group.

• Other — the new group covering provider messages and any other unrecognized requests.

Provider Preference During Appointment Scheduling

The agent can now ask the caller which provider they prefer while scheduling an appointment. This step is flag-based per practice and is controlled from the front end, so each practice decides whether it forms part of their scheduling conversation.

• Flag on — the agent asks the caller which provider they prefer and offers that practice's own list of available providers.

• Flag off — the agent does not ask for a provider preference, and the scheduling flow continues unchanged.

• Where more than one practice has the flag enabled, each practice's flow uses its own separate provider list.

Key Benefits

• Every call reaches a defined outcome, even when the request falls outside the agent's known intents.

• Provider messages are captured with the correct provider attached and grouped by type, so they reach the right queue for follow-up.

• Practices that want callers to choose a provider can enable it independently, without affecting practices that prefer the shorter flow.

3. PracticeEHR – Zoom Meeting Integration

PracticeEHR now supports Zoom integration, allowing users to conduct virtual meetings directly through the system. The integration has been successfully tested and verified to ensure a reliable meeting experience.

What's New

Users can now:

• Start Zoom meetings from PracticeEHR.

• Join scheduled Zoom meetings successfully.

• Send Zoom meeting invitations to participants via email.

• Leave and reconnect to an active meeting without interruption.

• Connect multiple participants to the same Zoom meeting.

Reconnect Functionality

When a user leaves a Zoom meeting, the reconnect option remains available. Users can select this option to seamlessly rejoin the meeting without creating a new meeting session.

Email Invitations

Zoom meeting invitations are successfully delivered to participants through email, allowing them to access the meeting using the provided invitation details.

4. Patient Chart – Medication Module Enhancements (New UI)

The Medication module has been enhanced in the new UI to improve clarity, streamline the prescribing and refill workflows, and better support clinical documentation. Medication statuses now use plain clinical language, the actions available on a medication depend on where it is in its lifecycle, and the encounter assessment is visible while prescribing.

Updated Medication Status Labels

The medication status labels on the Order Medication screen have been renamed to describe the patient's actual situation:

Status updates are now controlled:

• Users can update a medication's status directly from the Medication screen.

• When changing the status, only the options shown in the status dropdown can be selected.

• The system does not accept any status outside the predefined dropdown options.

Rx Status Options in Current Medications

The actions available on a medication now depend on its Rx Status, so users are only offered the steps that make sense for that medication:

Renamed Controls

• The Prescribe button is now labeled Add.

• The Prescribed status is now labeled Pending.

Assessment on the Prescribing Screen

The current encounter assessment is now displayed on the prescribing screen, in a side panel or expandable section, so it can be reviewed without navigating away from the prescribing workflow. This supports diagnosis-to-medication linking and improves clinical accuracy.

View More / View Less

The Dose & Dates section can now be expanded only when additional detail is needed:

• When collapsed, the section shows the default Dose & Dates fields.

• Selecting View More expands the section and displays the additional Dates fields.

• Selecting View Less collapses the section and hides the additional fields again.

Drug Extra Info

Two new fields have been added to Drug Extra Info:

• Visit Date

• Location

Assessment has been moved out of Drug Extra Info and now appears on the Medication main screen.

Medication Detail Screen

Selecting the hyperlinked drug name opens the Medication Detail screen, where the drug details can be viewed and updated.

Once a medication has been sent as an eRx, the Medication Detail screen displays the eRx-specific view. It clearly shows that the medication was prescribed electronically, and the available fields and actions follow the eRx workflow rules.

Drug History – Deleting Records

Medication history records can now be removed from the Drug History section. Users can delete:

• A single individual's drug history record.

• Multiple selected drug history records.

• All drug history records at once, using the select-all option.

Rx Summary Modal

Selecting all drugs from Current Medications opens the Rx Summary modal, which displays every selected medication together with its required summary information, presented in a clear and readable format, even when many records are selected. Closing the modal returns the user to the Medication screen.

The modal also supports an expandable and collapsible view, so an individual medication summary can be expanded to review additional detail and collapsed back to the summarised view.

EPCS Authentication for Controlled Substances

Where at least one of the selected medications is identified as a controlled substance, the system now requires EPCS authentication before the controlled substance prescription action can proceed, in line with EPCS compliance requirements.

5. AI Scribe – Medication Completion

Providers and clinical staff can now review the medications AI Scribe has suggested, fill in or update the required fields, and add the completed medication against the patient without leaving AI Scribe. Prescribing no longer requires stepping out of the AI Scribe Plan section to the medication screen.

Required Fields

A suggested medication can be added once the following fields are complete:

• Medication

• Sig

• Quantity

• Qualifier

• Pharmacy

The medication itself can be selected from the suggestions, and every required field can be edited before the medication is added.

Completing and Adding a Suggestion

When a medication suggestion is selected and Approved, the medication, sig, quantity, and qualifier fields are populated from the medication that was picked, and any of them can be edited before the item is added.

Adding a Sig That is Not in the List

If the sig needed for a medication does not exist in the sig list, a blue add button appears next to the Sig field. Selecting it allows a new sig to be added for that medication, so the item can be completed without leaving the Plan section.

6. Enhanced Outbound Billing Agent Workflow

The outbound billing agent workflow has been upgraded to help billing teams check insurance claim status more efficiently, and has been transitioned from the legacy LAAMA structure to the new PTU format for a more standardized, consistent foundation.

How the Workflow Works

• The billing agent starts claim status verification for a patient visit.

• PracticeEHR gathers the required claim and insurance details and identifies the correct payer.

• The outbound workflow places the claim status call and captures the result.

• Claim status information is processed after the call is completed.

Key Benefits

• Modernizes the workflow (LAAMA → PTU) and improves consistency across outbound billing.

• Helps teams check claim status faster and reduces manual insurance follow-up.

• Supports better claim follow-up tracking and helps supervisors maintain standardized processes.

This enhancement supports billing outbound agents, billing supervisors, and teams responsible for claim follow-up and insurance status verification.

7. AI IVR Claim Status Verification 

Overview

Practice EHR now supports AI IVR as a new claim status verification method. This enhancement allows billing specialists to automatically retrieve claim status information through an AI-powered payer call, review the results within Practice EHR, and access the associated call recording and transcript.

What’s New

AI IVR Verification Method

Users can now select one of the following options from the Status Verification dropdown on the Claim Status tab:

• EDI

• AI IVR

Selecting AI IVR starts an automated process to contact the payer and retrieve the latest claim status information. 

A loading indicator is displayed while the request is being processed to prevent duplicate submissions.

Read-Only Claim Results

After the AI IVR process is completed, the Claim Status screen is automatically updated with pre-filled, read-only information, including:

• Status

• Summary

AI IVR claim records are identified by a distinct purple visual indicator, making them easy to differentiate from EDI claim status records.

Claim Status Indicators

Claim statuses are displayed as color-coded pills:   

Call Recording and Transcript

Users can select the Scribes button from the claim details screen to open the related call information.

The call details screen includes:

• An audio player with play, pause, seek, download, and share controls

• The complete call transcript in a structured text view

• A direct connection between the claim status result and its supporting payer call 

Benefits

This enhancement helps billing teams:

• Reduce manual calls to insurance payers

• Retrieve claim updates more efficiently

• Review claim results without modifying system-generated information

• Access supporting call recordings and transcripts for auditing and follow-up

• Clearly distinguish AI IVR results from EDI verification records