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Care flow design when using Hosted Pages
Care flow design when using Hosted Pages

Best practices when building a care flow that contains stakeholder actionable activities

Sanne Willekens avatar
Written by Sanne Willekens
Updated over a week ago

When you are making use of Hosted pages, to allow Patients and/or Care teams to interact with stakeholder actionable activities in the care flow (e.g. submit a form, read a message), then we have a couple of best practices in store, so you can guarantee a smooth end-user experience.

Our golden rules are the following and we unpack them in greater detail in this article:

  1. Avoid unnecessary system activities

  2. Run system activities after, or in parallel to the stakeholder actionable activities

  3. Send your stakeholders an Activity Page via a secondary channel

πŸ› οΈ First, Awell (system) activities explained

Activities can be classified by whether they should be completed by an actual user (stakeholder) or will (automatically) be completed by a system. We refer to these as stakeholder-actionable activities and system activities respectively.

  • System activities:

    • activities that do not require stakeholder input and can be auto-executed by Awell based on the action configuration of the care flow design: i.e. Calculation, Clinical note, API call …

    • activities that are auto-triggered by Awell when running the orchestration cycle for a given care flow: i.e. Track activated/completed, Step activated/completed …

  • Stakeholder actionable activities:

    • activities that inform a stakeholder but do not block progress in the care flow: i.e. Message, Email, SMS, ...

    • activities that require stakeholder input in order to progress in the care flow and are therefore considered as 'blocking' activities: i.e. Form, Checklist …

Golden rules

❌ Avoid unnecessary system activities

When deciding on your care flow design, you may opt to run your tracks in a certain order or split your actions over several steps for visual representation purposes, but note that this has an impact on your stakeholder who is interacting with these activities in real-time.

Every system activity in between 2 stakeholder actionable activities imposes a delay when loading the next activity in Hosted Pages. Therefore the advice is to cut any unnecessary system activities from your care flow.

Do'sπŸ‘

Don'tsπŸ‘Ž

Combine multiple activities in a single step, so your stakeholder can fill them out one after the other and doesn't need to deal with the delay of system activities occurring in between form activities (as long as there is no conditional logic required)

Split up activities over single-action separate steps as this will impose delays to handle the system activities of completing a step, activating a new step, …

You can of course still group themes and split steps when there are delays or conditional logic, but keep it limited.

πŸ”€ Run necessary system activities after or in parallel to the stakeholder actionable activities

When designing your care flow, you obviously want to take care of system activities required to calculate a score, or push data to an external system - though think for a minute about the timing of those system activities and if they contribute to run the stakeholder experience via Hosted Pages?

Do'sπŸ‘

Don'tsπŸ‘Ž

When you calculate a score, create a clinical report or perform an API call, design these activities so they occur at

  • the end of your care flow, past all of the stakeholder interactions (as long as there is no conditional logic required)

  • in parallel to your stakeholder interactions

Don't ignore the stakeholder and pollute their experience with system activities that have no meaning/dependency with the next activity.

πŸ”—Send your stakeholders an Activity Page via a secondary channel

Envisioning the "happy path" of different care flow scenarios is difficult enough. On top, you have to deal with the reality that, for various reasons beyond your control, a patient could (unintentionally) drop out of a well-designed care flow.

If you want to bring your stakeholder back to where they left off in the flow, this may be difficult. Particularly when you have designed a self-onboarding flow (pre-contact creation), or are dealing with Anonymous Awell patients - you'll likely won't have any means to contact the patient and redirect them back to their original Hosted Pages session so they can complete their care flow.

We therefore recommend you to capture the stakeholder's contact info early on in the care flow and send them an email/text with an Activity page while progressing in the care flow. In case your stakeholder would drop out and still want to complete their pending activities, they have the possibility to access the Activity page and land on their original Hosted Pages session.

Do'sπŸ‘

Don'tsπŸ‘Ž

  • Capture your patient's email address early on in the flow

  • Use one of the available Communication extensions, and send the message including an Activity Page right after capturing their contact info, so that have a means to come back to their flow whenever they drop out

  • Capture email address too late in the care flow progress, as the patient might have dropped out before that

  • Send the communication too late in the care flow progress, as the patient might have dropped out before that

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