Workflow Recipe: Patient Account Creation

IN THIS ARTICLE

This article is an Automated Workflow Recipe, a detailed example of how to use Spruce Workflow Automation in your practice. We recommend you start by reading our article on Workflow Automation.

Automated Workflow: Patient account creation

You can establish a Workflow to send a message when a patient downloads the Spruce app and creates an account. This allows you to triage patient inquiries from the moment they join Spruce. 

This workflow will include Spruce Buttons. Spruce Buttons are visual options patients can select when using the Spruce app. They can be customized to trigger subsequent Workflows when selected by a patient. The following example contains four Buttons:

  • [Schedule an Appointment] 
  • [Refill a Prescription] 
  • [Speak to a Doctor] 
  • [Urgent]

After you define the Spruce Buttons, you can define the action that occurs when a Button is selected. For example, when a patient selects  [Schedule an Appointment], they can receive a text message that explains their request has been heard and someone from the team will reach out to schedule an appointment. 

The actions that occur after a Button is selected can include complex Workflows of their own. For example, when a patient selects [Speak to a Doctor], they will receive a text message that includes an additional set of Spruce Buttons – one button for each doctor – and asks them to select the doctor they wish to speak with. Once they select their doctor, the Workflow automatically assigns the conversation thread to the corresponding doctor. Then the doctor can start to communicate with the patient.

Workflow Recipe 

Each Automated Workflow contains three parts, the WHEN ( Trigger), the IF ( Conditions), and the THEN ( Action). Triggers and Actions are required, but Conditions are optional. 

Here is the  Recipe for this patient account creation Workflow: 

WHEN (Trigger)  When a patient downloads the Spruce app and creates a Spruce Account;
IF (Conditions) N/A (no additional conditions must be met)
THEN (Action) Then post a message to the conversation that includes Buttons.
  • Select the sender for the message (from: Spruce Tutorials)
  • Write the message text ("Welcome to our practice! Now that you have downloaded the app, and have made a Spruce account, you can message securely with our entire practice.")
  • Define the Buttons to be sent within the message: 
  • [Schedule an Appointment] [Refill a Prescription] [Speak to a Doctor] [Urgent]
  • Configure a subsequent Workflow for each Button
    • [Schedule Appointment] → Post a message to the conversation.
    • [Refill Prescription] → Post a message to the conversation requesting prescription information, and page the provider in charge of prescription refill.
    • [Speak to a Doctor] → Post a message to the conversation that includes Buttons for each doctor. Once a doctor is selected, assign the conversation to that doctor.
    • [Urgent] → Post a message to the conversation acknowledging the patient, and send an SMS to the doctors indicating there is a patient with an urgent matter. 

Visual examples

With this Workflow, when a patient downloads the Spruce app and creates an account, they will automatically receive a message with your specified Buttons. The patient can only select one Button, and after they make a selection they cannot select another Button. 

The images below illustrate the related Workflows for each Button. 

[Schedule an Appointment]
[Refill a Prescription]
[Speak to a doctor]
[Urgent] 

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