Content Strategy

In this article, we'll walk through:

• What are tools available to you to create the materials you use to administer your program.

After reading this documentation, you will:

• Know the best use cases for Assessments, Email Templates, Care Flow, and Appointment Prompts.
• Know what to take into consideration when planning your content creation.

Workshop provides built-in tools that allow you to create and consolidate the materials you use to administer your Program. From intake surveys to follow-up emails and appointment reminders, you can modify, manage, and administer all your materials within Welkin, using Workshop.

Assessments

The Assessments feature allows you to create structured forms to collect information. Assessments are flexible enough to support common scenarios like “Intake form” or “Satisfaction Survey,” as well as structured note-taking.

Additionally, if you often conduct assessments over the phone, you can include those scripts in that Assessment’s template. Using scripts, you can outline the dialogs your coaches will have during their phone calls, to make the conversation for data collection easier and more consistent.

Consider the following when planning your Assessments:

• What assessments or forms— - digital or paper — does your team use today?
• Under what conditions do you perform these assessments? What actions do you take as a result of the assessment being completed?

Email Templates

If your program uses email as one of the mechanisms to communicate with patients, you can use Email Templates to help save time for your staff and increase the consistency and effectiveness of your outbound email.

Email Templates support template variables, making it easy to automatically fill in the patient’s name, the sending coach’s name, as well as additional details to your emails. Your team can also personalize a message when using a Template.

Templates can be chosen manually when a coach composes a message, or automatically via a Program Process.

Consider the following when planning your Email Templates:

• The most common messages that your team composes today? Some examples are “Welcome” emails, “Follow- up” emails, and “Appointment reminder” emails.
• Consistency in voice and tone, including how you greet your patients and how you sign each email.
• Naming and organization: Email Templates can be organized into folders. Depending on your Program, you may choose to organize your Templates by Phase, key tasks, or by the different teams or groups who’ll be using Welkin.

Care Flows

Creating Care Flows helps you and your team organize and perform workflows your organization executes on a regular basis, with consistency. Care Flows can standardize patient care or the task protocols that your team follows.

Consider the following when planning your Care Flows:

• What are the common courses of action you take with your patient population? Some common examples are “Increase Physical Activity” or “Reduce Stress.”
• What are common workflows performed by a coach for a patient that would benefit from being tracked in the system? Some common examples are “Onboarding Checklist” or “High Risk Escalation.”

Appointment Prompts

Appointment Prompts allow you and your team to standardize topics to be discussed in each type of Appointment (phone calls and visits). When creating an Appointment Prompt, you can take advantage of the option to include scripted content, ensuring consistency across specific types of Appointments.

Consider the following when planning your Appointment Prompts:

• What are the common kinds of Appointments (calls or visits) in your Program ? Common examples include “Registration Call,” “Intake Call,” and “In-patient Visit.”
• For each of these appointments, are there any common topics or areas that you want your team to consistently cover?

Alerts

Alerts are a type of content, but can only be accessed in conjunction with Processes.