A patient visits a cardiology practice website at 9:40 p.m. She completes a form, selects Tuesday morning, and receives an automatic message that says, “Your request has been received.” She reads that message as confirmation. The practice reads it differently. To staff, the form is simply an item waiting in a shared inbox until someone verifies the visit type, referral, insurance information, provider availability, and final time. No one owns the item the next morning....










