FAQ: Triage to Billing

How do I know which urgency level to assign during triage?

Use your facility's triage protocol (ESI, START, or custom scale). Common categories are Critical (life-threatening, immediate care), Emergent (high risk, urgent), Urgent (moderate risk, prompt care), and Minor (low risk, non-acute). If unsure, ask a senior nurse or doctor on duty. The urgency level determines the patient's place in the queue and may affect billing surcharges.

What if a patient arrives without a queue token or ID?

Create a walk-in (patient) contact on the spot. Enter the patient's name, date of birth, and any available contact information. The system will assign a temporary ID or card number. If the patient is known to the facility, search for their existing record by name or phone to avoid duplicates.

Can I add more services after the invoice is generated?

No. Once the invoice is finalized, it is locked. If additional services are discovered after discharge, you can create a separate invoice for the new services or contact the system administrator to adjust the original invoice. Plan to review all services and add them to the medical case before generating the invoice.

What if the patient cannot pay immediately?

You have several options:

• Bill the patient account: select "Credit account" at invoice finalization; the amount is recorded as due and can be collected later.
• Bill the guarantor or insurance: if the patient has a guarantor contact or insurance linked, the invoice can be routed to them.
• Record as advance balance: if the patient has a standing prepayment or balance on file, apply it now and settle the remainder later.

The choice is configured by your facility's financial policy.

Who can access the Emergency Ward module and generate invoices?

Access is controlled by user roles and permissions. Typically, emergency doctors/nurses can triage and record services, but only finance or billing staff can generate invoices. Ask your administrator to confirm your role and permissions if you cannot see the Generate Invoice button.

How are emergency services different from routine consultations in billing?

Emergency services may incur:

• Urgency surcharges: extra fees for after-hours, weekend, or critical-condition care (if configured).
• Combined services: multiple procedures or consultations within a single visit are bundled into one invoice, not billed separately.
• Different accounts: emergency revenue may post to a specific "Emergency Medicine" or "Emergency Ward" revenue account rather than a general consultation account.

Check your facility's rate card and configuration for details.

Can I print or email the invoice to the patient?

You can print the invoice or discharge summary for the patient to take home. Email or WhatsApp delivery of invoices is not yet supported in Usystems. Hand a paper receipt or summary to the patient at discharge, and keep a digital copy in the patient's medical record for your internal records.

What happens if I triage a patient at the wrong urgency level?

The triage record can be corrected by an authorized user (usually a senior nurse or doctor). Contact the ER supervisor or your system administrator to update the urgency level if a mistake is discovered. Correcting triage early is important because it affects the patient's queue position and may impact financial reconciliation later.