Patient journeys

A patient journey is one file per patient and service that your coordinators follow from the first assessment to the last follow-up: the stage they are at, the coordinator, what the doctor decided, and their travel and stay. It is made for clinics and medical travel, and it creates the arrival and follow-up tasks for you.

A journey coordinates the patient's path. It is not a medical record, and it makes no medical decision: write down what the doctor decided.

Before you start

• Patient journeys are available when your plan includes Patient journeys. Patient journeys then appears in the sidebar.
• Members, administrators and owners can start and update journeys. Viewers can see the list and the travel details, but never the assessment and treatment plan.
• A journey always belongs to a contact, so the patient must exist as a contact first. See Contacts.
• To start with stages and segments that suit a clinic, owners and administrators can apply the Clinic business template, from Contacts, Tools, Business templates.

Start a journey

1. Open the patient's contact page.
2. In the Patient journeys card, fill the Service, for example the treatment or procedure (up to 160 characters).
3. Select Start a journey.

The journey starts at the Assessment stage. The card on the contact page lists all of the patient's journeys, with their stage. One patient can have several journeys, one per service.

Update a journey

Open the journey from the contact page or from Patient journeys, change what you need and select Save.

The stages, in order: Assessment, Plan, Confirmed, Travel, Arrived, Treatment, Recovery, Follow-up, Closed. You can move a journey to any stage, forwards or back.

Tasks made for you

• Arrival: the first time you save an arrival date, a task "Meet the patient on arrival" with the service name is created, due on the arrival day.
• Follow-up: the first time a journey reaches Follow-up, three tasks are created, due 1, 7 and 30 days later.

Both go to the journey's coordinator. If there is none, they go to the contact's owner. Each is made only once, so moving a journey back and forth doesn't repeat them. Changing the arrival date later doesn't move the task: update the task itself. See Tasks and today.

Find journeys

Patient journeys lists open journeys (all stages except Closed), most recently updated first, 25 to a page, with the patient, service, stage and coordinator. Choose a Stage and select Apply to see one stage, including Closed.

Privacy

• The Assessment and Treatment plan are stored encrypted. Only people who can work on journeys (members, administrators and owners) see them, never viewers.
• The AI features don't read them.
• Downloading a contact's data includes their journeys. Erasing the contact empties them and closes them. Merging two contacts moves the journeys to the one that stays. See Data and privacy.

Good to know

• Not available: a patient portal, medical records, prescriptions and signed consent forms.
• Prices, offers and payments for a treatment stay in deals and quotes. See Deals and pipelines and Quotes and invoices.
• Appointments with the patient are booked in Appointments as usual.

Troubleshooting

I can't see the assessment or plan. You have the viewer role. Ask an owner or administrator.

No Patient journeys card on the contact page. Your plan doesn't include Patient journeys, your access to it is restricted by a custom role, or the contact was erased.

Someone saved the journey while I was editing. Your changes were not saved. Reload the journey and make them again.