Patient Journey Overview

We’ve developed a comprehensive implementation plan based on data gathered from thousands of clinics: the Patient Journey Map. This map details what workflows should be sent at specific intervals throughout the patient’s treatment and beyond. These workflows have been specially crafted to maximize engagement and retention. Start with our suggested plan—which represents a complete patient communication strategy—then customize it to fit your individual clinic goals.

Implementing the Patient Journey Map

Reach comes pre-loaded with 28 Lists and 41 pieces of Content. During onboarding, you’ll use these items to create 47 Workflows and build Campaigns around each of the four objectives. 

What workflows are recommended?

Let’s review the workflows you’ll be creating and which campaign objective they correspond to. 

Engage with Active Patients 

• Pre-IE Welcome with Intake (7 days-0 days before IE) (Subscription Dependent)
  • Digital Intake Reminder (3 days- 0 days before IE) (Subscription Dependent)
• Diagnosis-specific Welcome
  • Neck Welcome Email
  • Shoulder Welcome Email
  • Lumbar Welcome Email
  • Hip Welcome Email
  • Knee Welcome Email
  • All Others/Ancillary Welcome Email
• Persisting Pain
• Diagnosis-specific Content
  • Lower Extremity Content
  • Upper Extremity Content
  • Upper Spine Content
  • Lower Spine Content
• Age-specific Content
  • Under 30 Outreach
  • 30-59 Outreach
  • 60+ Outreach
• Happy Birthday
• Dropped Patient Intervention

Generate Online Reviews

• Review Campaign (Same Day as Survey Submission) 
• Review Campaign (Next Morning after Survey Submission)
• Review Campaign: All

Measure the Experience

• NPS 1 - 3

Re-Engage Past Patients

• Reactivation 1 - 7

Preloaded Lists

These are the lists that come pre-loaded in your Reach account. You’ll be creating additional lists as you go through the onboarding process.

• All Patients
• Promoters
• Cervical 
• Shoulder
• Lumbar
• Hip
• Knee
• Other/Ancillary
• Dropped Patient
• No NPS Score Submitted
• Lower Extremity
• Upper Extremity
• Upper Spine
• Lower Spine
• Under 30 years old
• 30-59 years old 
• 60+ years old 
• Open Reactivation Sign Ups 
• Open Appointment Request Sign Ups
• Detractors
• Passives
• Intake Not Complete
• All Open Leads
• All Closed Won Leads
• Replied to Leads
• All Open Leads, Patient Inactive
• All Closed Lost Leads

Preloaded Content

This content is sectioned out by type.

Blog Posts

• What Kind of Sneaker is Right for You
• Persisting Pain Videos
• Cervicogenic Headache
• 5 Stretches to Relieve Morning Back Pain
• Office Worker's Guide to Stretching and Ergonomics
• Low Back Pain Infographic
• Healthy Running eBook
• Balance Doesn't Have to Slip Away
• One Exercise for Low Back Stiffness

Surveys

• NPS 1A
• NPS 1B
• NPS 2
• NPS 3

Announcements

• Review Campaign (from Clinic)
• Review Campaign (from Therapist)
• Review Campaign: All
• Reactivation 1-7
• Dropped Patient Intervention
• Ideal Sleeping Position Infographic
• Neck Pain Welcome Info
• Other Pain Welcome Info
• Shoulder Pain Welcome Info
• Knee Pain Welcome Info
• Lumbar Pain Welcome Info
• Hip Pain Welcome Info
• Happy Birthday
• Pre-IE Welcome with Digital Intake (7 days-0 days) (Subscription Dependent) 
• Digital Intake Reminder (3 days-0 days) (Subscription Dependent)
• Reactivation Offer Confirmation 
• Reactivation Conversion Prompt 1
• Reactivation Conversion Prompt 2
• Appointment Request Confirmation 
• Appointment Request Conversion Prompt 1
• Appointment Request Conversion Prompt 2