I can’t tell from your description why these two groups of users are being led down the same path when their objectives, permissions, and information needs from the system are clearly different.
To solve your problem you need to first find out why people are getting confused. Get five patients and five staff members that got confused and ask them to send a message while saying aloud what they think and why they choose particular options. This will tell you what to change. Don’t do any change until you are reasonably certain that it will be the right change, otherwise you’ll be wasting money and time.