Use Case: Actions when a New Patient is created

In this article, we'll walk through:

• what types of programs benefit (or do not) from this kind of alert in their workflow
• common examples of how this is used in practice

Commonly used in programs that:

• Use an external system to create new patients (such as via an integration)
• Have a team dedicated to intake or enrollment that immediate assign the patient to a different team member.

Not ideal for programs that:

• The person creating the patient record is the same one who will be responsible for their care after creation.
• If there are other Alerts already triggered for the next step in the workflow to be completed (ie - to ensure a Coach doesn’t receive double alerts)

To ensure your patients receive prompt attention when they enter into your Program, you may choose to trigger an Alert or Action for your Coaches or their Primary Coach to let them know a New Patient is now in their care and they need to take action.

Note: In the two scenarios outlined below, we would recommend that you choose one but not both to execute on. Using both would result in two alerts for a coach when a Patient is created and assigned to them, which would result in cluttering their inbox. Instead, you can use the scripting in your alert or prompt & the actions to cover the things you want them to do.

Scenario: New Patients to Welcome

When a new patient is added to the program in the “Onboarding” Phase, you want their Primary coach to reach out to them via email or phone to welcome them to the program, introduce themselves and answer any questions they may have with the program.

How to set this up in Workshop

To achieve this, you will need to Create an Alert and Create a Process to automatically trigger the Alert to be shown when a new Patient is created in the system. In this example we use an Alert as the actions that a coach may be a call OR an email.

Step 1: Create an Alert called “New Patients to Welcome” 

Read more about Creating Alerts for additional guidance on what the coach should do, including the actions Call and Email.

Step 2: Create a Process called “New Patients to Welcome”

1. Click on New Process
2. Choose Create Alert
3. Name your process
   • In our example, we would name it “New Patients to Welcome”.
4. Under Alert name, choose the Alert you wish to show.
   • In our example, we would choose the Alert we created in Step 1, “New Patients to Welcome”
5. Choose who should see this Alert
   • In our example, we would choose the “Primary Coach”, however for your program you may want a team of users to be notified so that anyone with bandwidth could take action.
6. Choose for which Phases this applies
   • In our example, we would choose the “Onboarding” as it is the first phase of our program.
7. Determine the conditions under which this Process would be executed.
   • In our example, we would choose “Patient is created”.
8. Click on Save to save the Process.

Scenario: Auto Scheduling an Outreach Call

When a new patient is added to the program in the “Eligible” Phase from a daily flat file import, you want a person on the Enrollment team to reach out to them phone to confirm their participation in the program and collect any additional information that may be missing.

How to set this up in Workshop

To achieve this, you will need to Create an Appointment Prompt and Create a Process to automatically trigger the Appointment Prompt when a new Patient is created in the system. In this case, because we know the default action will be to make a phone call - using an Appointment Prompt will ensure that the coach always takes this action as the primary action and that the call will not be incorrectly classified.

Step 1: Create a Phone Call Prompt Called “Outreach Call”
Read more about Creating Appointment Prompts for additional guidance on before call actions and during call.

Step 2: Create a Process called “Outreach Call to Eligible Members”

1. Click on New Process
2. Choose Schedule an Event
3. Name your process
   • In our example, we would name it “Outreach Call to Eligible Members”.
4. Under Event Type, choose the Prompt Type and the specific Prompt you want to show.
   • In our example, we would choose the Prompt we created in Step 1, “Outreach Call”
5. Choose who should see this Alert
   • In our example, we would choose the Primary Coach
6. Choose for which Phases this applies
   • In our example, we would choose the “Onboarding” as it is the first phase of our program.
7. Determine the conditions under which this Process would be executed
   • In our example, we would choose “Patient is created”
8. Click on Save to save the Process.