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Set Up Automations Within Journey Stages

Automations are one of the most powerful features of Patient Journeys. They allow you to streamline clinical workflows by triggering actions as patients progress through each stage of their journey—saving time, improving consistency, and reducing the risk of missed steps.

This article explains how automations work and how to configure them within each stage.

🔄 What Are Automations?

Automations are predefined actions that are triggered automatically when a patient enters a specific stage of a journey.

Each stage can include:

  • ✅ To-Do Tasks – assigned to Team Members

  • 📌 Pinned Notes – messages that appear to the patient in their app or web portal

  • 📄 Forms – sent to the patient (e.g. consent forms, policies)

  • 🧠 Assessments – sent to the patient (e.g. CORE-10, DASS-21)

💡 Automations make sure the right tasks and resources are delivered at the right time—without relying on manual reminders.

🛠 Setting Up Automations for a Stage

  1. Go to the Patient Journeys section and select a Journey.

  2. Open the Stages tab.

  3. Click the three dots (•••) next to the stage you want to configure.

  4. Select Manage Automation.

From here, you can add the following:

✅ To-Do Tasks

Create action items for Team Members (e.g. “Complete follow-up call”), and specify how many days after entering the stage the task becomes overdue.

📌 Pinned Notes

Write short notes that will be shown to the patient in their mobile app or web portal. These are useful for welcome messages, orientation instructions, or other helpful information.

📄 Forms

Select one or more forms (e.g. Cancellation Policy, Intake Form) to be sent to the patient automatically.

🧠 Assessments

Choose clinical assessments (e.g. DASS-21, K10) to be automatically assigned upon stage entry.

Click Save to apply changes.

⏱ When Are Automations Triggered?

  • Automations are triggered as soon as a patient is moved into a stage.

  • If a patient is added to a Journey and their starting point is that stage, the automation will also run immediately.

📲 Patients will receive push notifications or email alerts when a form, assessment, or pinned note is made available.

👀 Where to View Automation Outcomes

After automations are triggered, you can track outcomes in several places:

  • Activities tab – To-Do Task completion

  • Docs & Forms tab – Sent and completed forms

  • Assessments tab – Assigned and completed assessments

  • Patient App/Web Portal – For verifying the patient received their pinned notes

💡 Tips for Using Automations Effectively

  • Use Pinned Notes to welcome and orient patients as they enter a new stage.

  • Automate common admin steps (e.g. send Cancellation Policy at Pre-Admission).

  • Keep automations concise and stage-specific—avoid overwhelming the patient.

  • Use To-Do Tasks to prompt timely staff action (e.g. follow-up calls, check-ins).

 🎯 By configuring thoughtful automations, your team can standardise patient workflows, deliver timely care, and reduce the chance of missed steps or documentation gaps.