Managing Patient Journeys
Patient Journeys are composed of Step Phases, and smaller Steps nested under each Step Phase. An end user must complete the Step Phase and their corresponding Steps to advance a patient through their Patient Journey.
End users can view, review, and advance Patient Journeys via the patient or from an associated case. When a Patient Journey is in a Pending state, end users can also cancel the Patient Journey before the patient begins active therapy.
Who can use this feature?
- End Users – Browser
- Advancing Patient Journeys
- Completing Patient Journeys
- Canceling Patient Journeys
- Discontinuing Patient Journeys
- Users require a Patient CRM License
Configuring Advancing Patient Journeys for
End Users
To configure this feature, ensure Configuring Patient CRM is complete.
Advancing Patient Journeys as
End Users
To view and advance patient journeys:
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Navigate to the appropriate Patient Detail page.
- Select the appropriate patient journey sub-tab.
- Navigate to the currently in-progress phase, denoted by a blue card.
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Select the next step in the phase. A new case tab displays.
- Select Start Workflow.
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Use the Patient Support Specialist field to select the appropriate care team member to assign the case.
- Select Start.
Advancing Patient Journey Phases
Once all steps in a phase have been completed, users can advance the patient journey to the next phase:
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Navigate to the appropriate Patient Detail page.
- Select the Advance button to advance the patient journey to the next phase.
Completing Patient Journeys as
End Users
When all Steps and Phases within a Patient Journey are completed, the Patient Journey Association lifecycle state updates to Completed. The state indicator displays as green, and the completion date is recorded.
Canceling Patient Journeys as
End Users
End users can cancel a Patient Journey when a patient needs to be removed before beginning active therapy. Patient Journeys must be in a Pending state to be canceled.
To cancel a Patient Journey:
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Navigate to the appropriate Patient Detail page.
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Select the appropriate Patient Journey sub-tab.
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Select Update Journey Status.
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Select Cancel Journey.
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Select a cancellation reason.
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If Other is selected, enter additional context in the Cancellation Note field
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Select Continue.
Once canceled, the Patient Journey Association lifecycle state updates to Canceled and all active workflows are canceled. When viewing the Patent Journey, the cancellation date and reason are displayed in the center pane. Additionally, any associated cases that are not Closed or Solved are automatically canceled. See Canceling Cases in Patient CRM for more information.
Canceling a Patient Journey does not automatically update the patient’s communication consent. To update communication consent, see Managing HIPAA and Program Authorizations.
Discontinuing Patient Journeys as
End Users
A variety of factors may prevent a patient from completing a Patient Journey. In these cases, an end user can discontinue the patient from their Patient Journey. This automatically documents the discontinuation information, for example, Journey Stage and Journey Step, in the patient record.
To discontinue a Patient Journey:
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Navigate to the appropriate patient record.
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Select the appropriate Patient Journey sub-tab.
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Select Discontinue Patient.
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Select a Discontinuation Reason. Available values are:
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Financial or Cost Issue
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Logistical Issue
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Personal Choice
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HCP Decision
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Unable to Contact Patient
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Patient is Deceased
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Revoked Program Consent
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Other
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Selecting Other as the discontinuation reason opens a Discontinuation Note field to enter additional information.
All incomplete Patient Journey Steps are updated to the Discontinued status. Any active workflows are canceled. Additionally, any associated cases that are not Closed or Solved are automatically canceled. See Canceling Cases in Patient CRM for more information.
