Defining Patient Journeys

Patient Journeys are flows that patients are directed through as part of Patient CRM. Each Patient Journey is associated with a distinct product and comprises a series of phases and steps that displays in Patient CRM for end users:

  • Patient Journey Phases - The high-level chronological stages of the clinical program
  • Patient Journey Phase Steps - Specific, actionable tasks, for example, intake or coverage verification, that care team members complete to progress the patient. Phase Steps are nested under a corresponding Phase.

Who can use this feature?

Configuring Patient Journeys for

To configure this feature, ensure Configuring Patient CRM is complete.

Creating Patient Journeys as

To create Patient Journeys:

  1. Navigate to Business Admin > Objects > patient_journey__v.
  2. Select + Create.
  3. Select Patient CRM Patient Journey for the object type.
  4. Select Continue.

  5. Populate the following fields:

    • Name – Name of the Patient Journey
    • Status – Select Active
    • Product – Select the appropriate product for the Patient Journey
    • Country – Select the appropriate country for the Patient Journey

  6. Select Yes for the appropriate following fields. These fields determine which sections display during the Patient Intake process, as well as which helper tabs display in the resulting Patient Details page:

    • collect_communication_consents__v – Enables collecting communication consent
    • collect_patient_journey_affiliation__v – Enables collecting provider and facility information
    • collect_insurance_information__v – Enables collecting insurance information
    • collect_prescription_information__v – Enables collecting prescription information
    • collect_patient_journey_details__v – Enables capturing other information from the patient intake form
  7. Select Save.

Creating Patient Journey Step Phases

To create Patient Journey Step Phases:

  1. Navigate to the Patient Journey Steps Phases section of the appropriate patient_journey__v record.
  2. Select + Create.
  3. Select Patient CRM Patient Journey Step Phase for the object type.
  4. Select Continue.

  5. Populate the following fields:

    • Name – The name of the Patient Journey Step Phase
    • Order – Determines the order the step phase displays in the overall Patient Journey
    • Enter Therapeutic Phase - Enter Yes if the specific phase represents the start of the therapeutic phase of the Patient Journey. When a patient completes intake and the field is set to Yes, the Patient Journey lifecycle state automatically updates to Active.
    • Allowed Concurrent Phases - Optionally, enter the record ID of the Patient Journey Step Phase on the lowest ordered Step Phase within the concurrent Phase. Separate multiple IDs with a double semicolon (;;).
    • Require Phase Completion Before Start - Optionally, if Allowed Concurrent Phases is enabled, enter the record IDs of the Patient Journey Step Phase(s) from the same Patient Journey that must be completed before this phase is eligible to start. Separate multiple IDs with a double semicolon (;;). Populating this field replaces the default requirement that only the prior Phase be complete.
  6. Select either Save or Save + Create.

Creating Patient Journey Steps

To create Patient Journey Steps:

  1. Navigate to the Patient Journey Steps section of the appropriate patient_journey__v record.
  2. Select Create.

  3. Select the appropriate object type. Available types are:

    • Patient CRM Adherence
    • Patient CRM Case
    • Patient CRM Coverage Verification
    • Patient CRM Fulfillment
    • Patient CRM Patient Intake
  4. Select Continue.

  5. Populate the following fields:

    • Name – The name of the Patient Journey Step
    • Patient Journey Step Phase – Select the appropriate Patient Journey Step Phase

    • Patient Journey Display Fields – Enter a double-semicolon separated list of up to five fields to display when this step is the current step in the patient journey.

      Use the format ;;Field1;;Field2;;

      The following field types are not supported:

    • Large Text Field
    • Rich Text Field
    • Attachment Field
  6. Select either Save or Save + Create.

Defining Journey Step Relationships

The various steps of a Patient Journey are associated with one another via Patient Journey Step Relationship records. This is only required when Patient Journey Step Phases include multiple Patient Journey Steps.

To create these records:

  1. Navigate to the Patient Journey Step Relationships section of the appropriate patient_journey__v record.
  2. Select Create.
  3. Select PCRM Patient Journey Step Relationship for the object type.
  4. Select Continue.

  5. Populate the following fields:

    • From Step – Select the appropriate Patient Journey Step representing the starting point of the relationship
    • To Step – Select the appropriate Patient Journey Step representing the ending point of the relationship
  6. Select either Save or Save + Create.

Related Topics

Using Patient Intake Forms

Managing Patient Journeys

Monitoring Patient Journey Statistics