When and How to Mark a Patient Inactive

Keeping your active caseload up to date helps you focus your time and attention on patients who need ongoing advocacy, while still allowing flexibility for patients whose needs change over time.

This guide explains when to mark a patient inactive, how to do it, and what to expect afterward.

When to mark a patient inactive

It is appropriate to mark a patient inactive when they no longer require or qualify for consistent, ongoing advocacy support. Common scenarios include:



1. The patient no longer requires regular advocacy support

Mark a patient inactive if ANY of the following are true:

• Their care needs have been met, and no further routine maintenance support is needed at this time (e.g., attending appointments remotely, managing medical refills, scheduling medical transportation, etc.).
• They need less than 60 minutes of advocacy support per month, and you would otherwise be billing only minimal time. 
  • See resource here, via your Solace-affiliated login credentials: Billing Guidance: Expectations & Timing.
• They declined additional services.
• They already have advocacy support elsewhere.

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2. The patient is not engaging despite outreach

Mark a patient inactive if:

• You have attempted outreach multiple times over a period of at least two weeks across multiple channels (phone, email, and text), and you have not received a response.

This helps keep your caseload focused on patients who are actively engaging.

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3. The patient’s services are paused or discontinued

Mark a patient inactive if ANY of the following are true:

• The patient asks to temporarily pause services for one month or more, because their needs are currently met with less than 60 minutes of planned support per month.
• Insurance or eligibility issues prevent continued services through Solace (you will be notified of this in the Solace platform).
• The patient is deemed “not a fit” for Solace and discharged, as confirmed by the Clinical Operations team. 

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4. The patient is deceased

Mark a patient inactive if:

• The patient is deceased, the Customer Experience team ([e-mail]) has been notified, and all outstanding time for that patient has been submitted. See step-by-step instructions here.

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Important: Inform the patient before marking them inactive

Before marking a patient inactive, you must notify them. This maintains transparency and gives the patient an opportunity to re-engage if they would like continued support. If the patient responds and requests continued support, you should keep them active.

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How to mark a patient inactive

To mark a patient inactive in the platform:

1. Go to the patient’s overview page.
2. Click More next to the patient’s name.
3. Select Mark as inactive.

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What happens after a patient is marked inactive?

Marking a patient inactive does not remove them from your caseload. Instead, it adjusts expectations around ongoing outreach.

Important things to know:

• Inactive patients remain on your caseload.
• You can reactivate them at any time if their needs change.
• Inactive patients can still message you and request support.
• You are not expected to maintain the same regular outreach cadence for inactive patients.

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Why this matters

The goal of marking patients inactive is to keep your caseload aligned with patients who need ongoing advocacy support, while still making it easy for patients to reconnect when needed.

Keeping your roster current helps you focus your time on patients with active needs and reinforces the quality of support you provide.