Managing Patient Connect programs

Edit, duplicate or delete a program

Go to Admin > Patient Connect Management.

Select the program name in the left panel of the Patient Connect Management screen.
Make the required changes in the right-hand side of the screen.
Click Save.

Clearing the Enabled checkbox stops the program for patients who are already on it.

Disabling a program does not only prevent new enrolments. Every patient currently on the program stops being processed as well. Their enrolments stay where they are, no further SMS, emails or letters go out for them, and nothing on screen warns you that this has happened.

Overdue steps are only sent inside the catch-up window of around 28 days. If a program is left disabled for longer than that, the steps missed while it was switched off are never sent, even after you switch it back on.

If patients are still part-way through a program you want to retire, use Move Patients to move them onto a replacement program first, or let them finish their current cycles before you disable it.

Duplicate a program

Select the program to duplicate in the left panel.
Click Duplicate Program.
Enter a new Program Name and adjust the configuration as needed.
Click Save.

Delete a program

Select the program to delete in the left panel.
Click Delete.

Deleting a program permanently removes it from the system. It cannot be re-enabled. If you may need to reference the program later, clear the Enabled checkbox instead, but read the warning above first: disabling also stops the program for patients who are already on it.

VALIDATE - resolve this and delete this box before publishing:

Confirm whether deleting a program is a true hard delete in the current build. The program action log records a "program deleted" entry, which suggests the program may be retained for history rather than removed outright. Confirm that "permanently removes it from the system. It cannot be re-enabled" is accurate before publishing.

View a program's timeline

Use the Timeline to preview how a program's actions will be scheduled for a patient based on a sample reference date.

Select the program in the left panel of the Patient Connect Management screen.
Click View Timeline.

The Patient Connect Program Timeline screen opens, showing the projected date of each action based on the program configuration.

How steps are scheduled

Each step is scheduled from the program's reference date plus that step's own day offset. Steps are not chained one after another, so the timing of a later step does not depend on when the previous step was sent.

For most program types, the reference date is the date the patient was enrolled in the program.
Recall programs move their reference date forward by the recall cycle each time a cycle completes, so the next round of steps is scheduled from the new date.
Booking programs have their reference date set as the date of the booking.
A step set to send immediately goes out as soon as the patient is enrolled.

Only steps that become due within a limited window (around the last 28 days) will be sent by HealthTrack. A step that has been overdue for longer than that window may be skipped rather than sent - check the timeline before enrolling patients onto a program with early steps.

View patients

The list of patients currently on the program can be displayed, including their next action date, as well as the Step and Action Type.

Select the program in the left panel.
Click View Patients.

Moving patients

Patients can be moved from one program to another. In this instance, a new program is created to replace the old program that is to be deleted or disabled.

Select the program in the left panel.
Click Move Patients.
Select the program to move the patients to.

Select the 'Disable the _____ program' checkbox if required.
Select Move to open the Select Next Step for Moving Patients screen.

Select the New Step as required from the drop-down box.
Select Move to confirm.

Deleting a Patient Connect Action

To delete an action, select the Program Name from which the action is to be deleted.

Select Edit.
Highlight the action to be deleted and select X.

This will remove the action from the actions list - select Save to complete.
If any patients are queued for Step 1, then a New Step needs to be selected for these patients to be moved to.

The Patient Connect Program Actions Changed dialog appears if this is the case. Here, select the applicable New Step and then Ok to confirm the changes.

Patient replies

Some program steps can capture a reply from the patient. Patient Connect program replies are designed to record a numeric value, for example a reading or measurement a patient sends back by SMS. They are not a yes/no confirmation or an opt-out.

Appointment confirmation replies, such as a patient replying to confirm a booking, are handled separately from Patient Connect program replies. This section covers program replies only.