Designing & Planning your Program

In this article, we'll walk through:

• an outline of how to approach translating your program to Welkin
• questions or areas to consider before starting in Workshop

Whether you already have a program in place today that you are transitioning to use Welkin, or you are developing your program from scratch, we recommend you follow these high-level steps to planning to maximize your use of Workshop.

See an example of this in practice - Use Case: Kiwi Health

Define your Program fundamentals

Program fundamentals are the core elements of your Program that will be used throughout Workshop to determine when actions can be taken, what content should be available and what outcomes should apply.

1. Phases

Does your program follow a linear progression where Patients follow a path to a successful outcome?  Do you segment your patient population into cohorts in a way to optimize operational efficiencies? What are the conditions under which a Patient may successfully transition to the next step in your program or be included (or excluded) from a cohort?

Answering these questions will help you determine what Phases you should create to support your program.  Read more about Phases

2. Roles

Who are the members of your organization that will be using Welkin? What are the day to day activities that may differ depending on what role an individual or group of individuals play in executing your program?

Answering these questions will help you determine what Roles you should create to support your program. Read more about Roles

3. Configure the Patient Profile Layout

The Patient Profile is the centralized view for all information regarding a Patient. The Side Bar and Action Bar can be configured for your program’s use cases to optimize for common actions to be easily accessible and at a glance, data to be readily at hand. Read more about Side Bar and Action Bar.

4. Tailor Terminology

Are there particular terms that your organization uses to refer to the population your organization services? You can change basic terminology in Welkin to match how your team refers to Patients, Coaches and other terms used within the interface.

Basic Workflows & Content

1. Basic Workflows

What are the steps that your team must take to help them be successful in each of the phases you created? For each of the roles that you defined, what part do they play in ensuring the Patient is successful or that the team achieves their outcomes?

Answering these questions and manually stepping through the key activities that your team will do will help map out the different actions or workflows that should be mapped to Welkin. Later we will cover using Processes to automatically prompt Coaches to take action, or to automate tasks completely.

2. Content

What content or tools does your team use to administer the program? Examples of content can include an “Intake form” that all new Patients fill out, an Appointment with specific topics to be discussed or a note taking tool or process that your team uses to keep track of what was discussed at the end of each Patient engagement. Many of the tools or Content that you use today can be replaced by Welkin.

Read more about Content Strategy

Tying your workflows together

Initially, your approach should be to perform actions manually in your Test environment - this allows you to see where the gaps in your workflow exist and determine which of these steps could be automated using a process. You may choose to forgo automation altogether - creating additional processes is not required to deliver your Program to your Patients - Welkin has many of the common Processes configured for your Program by default, such as when new communications arrive from your patients, or when a Care Flow Task is due.

In the case that you want to automatically trigger members of your team to be prompted take action or have an action automatically performed, you can use Processes to enhance your Program.

Read more about Processes