Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/PatientCRM/ManagingPatients/Adherence.htm

## Managing Patient Adherence Check-Ins

To efficiently manage and scale support programs, users can utilize the Adherence module to track patient journeys and conduct check-ins. This ensures consistent outreach, improves adherence rates, and provides a structured method for Patient Educators to plan and document interactions.

**Who can use this feature?**

* End Users - Browser
* [Using Patient Adherence Check-Ins](#Using)
* Users require a Patient CRM License

### Configuring Patient Adherence for

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)
End Users](#)

To configure this feature:

1. Ensure [Configuring Patient CRM](../Config/ConfiguringPatientCRM.htm) 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) | CRED | All | All | Edit |
   | Check-In Activity (check\_in\_activity\_\_v) | CRED | All | All | Edit |
   | Check-in Detail (check\_in\_detail\_\_v) | CRED | 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

### Using Patient Adherence Check-Ins as

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)
End Users](#)

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.

![](../../../Resources/Images/PatientCRM/Adherence.png)

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](#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](#Stopping_and_Restarting_Check-Ins) for more information.
* Initiate a check-in – Select the Conduct Check-In button. See [Conducting a Check-In](#Conducting_a_Check-In) for more information.

#### Accessing Check-Ins

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

![](../../../Resources/Images/PatientCRM/Adherence1.png)

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.

   ![](../../../Resources/Images/PatientCRM/Adherence3.png)
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.

   ![](../../../Resources/Images/PatientCRM/Adherence2.png)
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.

   ![](../../../Resources/Images/PatientCRM/Adherence4.png)
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.

   ![](../../../Resources/Images/PatientCRM/Adherence5.png)
3. Select the **Pencil** icon.

   ![](../../../Resources/Images/PatientCRM/Adherence6.png)
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

  ![](../../../Resources/Images/PatientCRM/Adherence7.png)
* The patient card within the Adherence tab

  ![](../../../Resources/Images/PatientCRM/Adherence8.png)

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

### Related Topics

[Configuring Patient CRM](../Config/ConfiguringPatientCRM.htm)

[Defining Patient Journeys](../Config/PatientJourneys.htm)

[Viewing Patient Details](ViewPatientDetails.htm)