To configure this feature:

1. Ensure Configuring Patient CRM is complete.
2. Navigate to Admin > Users & Groups > Permission Sets.
3. Select the appropriate permission set.
4. Select the Objects tab.

5. Grant the following permissions:

   Object	Object Permission	Object Types	Fields	Field Permission
   Adherence (adherence__v)	CRE	All	All	Edit
   Check-In Activity (check_in_activity__v)	RE	All	All	Read
   Check-in Detail (check_in_detail__v)	CRE	All	All	Edit
   Patient Journey (patient_journey__v)	RE	All	adherence_cadence_timeframe__v number_of_cadence_timeframes__v	Edit

6. Navigate to Admin > Configuration > Objects > patient_journey__v > Layouts.

7. Place the following fields on the appropriate layouts:

   • adherence_cadence_timeframe__v
   • number_of_cadence_timeframes__v
8. Navigate to Admin > Configuration > Application Profiles.
9. Create a new application profile named Adherence Tab.
10. Navigate to Admin > Users & Groups.
11. Add the Adherence Tab application profile to all appropriate users.
12. Navigate to Business Admin > Objects > Console Application Settings.
13. Select Create.
14. Select Patient Center as the object type.
15. Select Next.

16. Populate the following fields:

    • Name - Adherence
    • console_tab_access__v - Adherence
    • console_application_profile__v - Adherence Tab
17. Select Save.

18. Ensure the customized adherence workflow has the following criteria set as required:

    • Patient Educator is required on the Care Team
    • Patient Journey cadence fields are marked as required

Users can view scheduled check-ins, conduct calls, and manage patient journey adherence directly from the Patient Center.

The patient card on the Adherence tab only displays to the user responsible for check-ins.

When patients are enrolled in check-in calls, an Adherence section displays in the appropriate Patient Journey sub-tab on the Patient Detail page.

Within this section, end users can perform the following actions:

• Update the user responsible for check-ins – Select the Pencil icon in the Responsible for Check-Ins section
• Update check-in cadence – Select the Pencil icon next to the Check-In Cadence section. See Modifying Check-In Cadence for more information.
• Stop or Restart check-ins – Select the appropriate option from the More Patient Actions menu. See Stopping and Restarting Check-Ins for more information.
• Initiate a check-in – Select the Conduct Check-In button. See Conducting a Check-In for more information.

Accessing Check-Ins

To access assigned check-ins, select the Adherence tab.

The following views are available:

• Today's Check-Ins – Displays tasks scheduled for the current date or overdue tasks
• Upcoming Check-Ins – Displays future scheduled interactions
• Stopped Check-Ins – Displays patients removed from the adherence program or patients whose associated Patient Journeys have been either discontinued or marked as complete

Conducting a Check-In

To perform a check-in call using a standalone phone or other form of external telephony:

1. Select the appropriate patient card from the Adherence tab.

   

2. Select Start Call.
3. Select Yes in the Did you connect with someone? Section.
4. Select the appropriate patient or patient care team member contacted for the check-in.

5. Enter Check-In Notes to capture secure comments, if appropriate.

   

6. Select Save Attempt.

Additionally, end users can quickly mark the check-in as complete from the patient card:

1. Select the drop-down menu next to the Start Call button in the patient card.

   

2. Select Mark Check-In as Complete.
3. Enter any check-in notes, if applicable.
4. Select Continue.

Completed check-ins can be reviewed in the Done Today sub-tab.

Rescheduling Check-Ins

End users can also reschedule a check-in:

1. Navigate to the appropriate patient card within the Adherence tab.
2. Navigate to the Next Check-In section.
3. Select the Pencil icon.
4. Select the appropriate reschedule date.

Modifying Check-In Cadence

End users can also define the default journey cadence for a specific patient:

1. Navigate to the appropriate patient card within the Adherence tab.

2. Navigate to the Cadence section.

   

3. Select the Pencil icon.

   

4. Populate the appropriate timeframe and interval. Available timeframes are:

   • Days
   • Weeks
   • Months

Stopping and Restarting Check-Ins

End users can stop check-ins for a patient by selecting Stop Check-In Calls from the More Patient Actions menu in the following locations:

• The Patient Journey sub-tab of the appropriate Patient Detail

  

• The patient card within the Adherence tab

  

Users can also restart stopped check-ins by selecting Restart Check-In Calls in the More Patient Actions menu from the same locations.