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Extending the Schedule Medical Appointment Microjourney

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You can extend the Pega Customer Service for Healthcare Schedule Medical Appointment Microjourney to update third-party systems and to capture patient needs.

With the Schedule Medical Appointment Microjourney, you can schedule new appointments for different medical services while interacting with the patients or with an authorized contact on the patient's behalf. With the Manage Appointment case types, you can cancel appointments or reschedule them for a different time or with a different provider. Reminder Management is a distinct case type that is referred to by Schedule Appointment and Manage Appointment to create and update appointment reminders.

For example, you might add the names of family members who are associated with a patient or retrieve available appointment time slots for a provider. You can also extend the case type for use when integrating with a variety of system records such as Electronic Health Records (EHR) or Electronic Medical Records (EMR) systems.

For more information, see Schedule Medical Appointment Microjourney on the Pega Customer Service for Healthcare product page.

Populating the list of patients that is associated with the caller

During a member interaction, you can retrieve a list of other family members when you extend the Medical Appointment Scheduling case type. For example, you might want to schedule an appointment for another family member while you are in an interaction with a patient.

  1. In the header of Dev Studio, enter and search for D_GetAssociatedPatients.

  2. Click the file name that displays Data Page in the Type column.

  3. On the Patient and subscriber associated details data page, click Check out and then click Save as to save the rule to your ruleset.

  4. Click Create and open.

  5. On the Definition tab, make your changes.

    For additional information, see More about data page rules.
  6. Click Save and check in your rule.

  7. Close the record.

Retrieving the available appointment slots for one or more providers

You can retrieve the list of available appointment slots for providers in a third-party system when you extend the Medical Appointment Scheduling case type.

  1. In the header of Dev Studio, follow these steps: enter and search for D_GetAvailabilityOfAProvider.

    1. To find the availability of one provider, enter and search for D_GetAvailabilityOfAProvider.

    2. To find the availability of multiple providers, enter and search for D_GetAvailabilityOfAProvider.

  2. Click the file name that displays Data Page in the Type column.

  3. On the data page, click Check out and then click Save as to save the rule to your ruleset.

  4. Click Create and open.

  5. On the Definition tab, make your changes.

    For additional information, see Completing the Matrix tab.
  6. Click Save and check in your rule.

  7. Close the record.

Setting the duration for provider appointment slots

To set the duration for appointment slots for your providers, extend the Medical Appointment Scheduling case type. For example, you can change the default setting of 15 minutes to 30 minutes.

  1. In the header of Dev Studio, enter and search for SlotDuration.

  2. Click the file name that displays Dynamic System Settings in the Type column.

  3. On the Edit Dynamic System Settings: Slot Duration page, on the Settings tab, enter a value that represents the duration of an appointment in minutes, and click Save.

  4. Close the record.

Setting the working hours for a provider

To set the start and end times of provider working hours, extend the Medical Appointment Scheduling case type. For example, you can change the default start time for provider working hours from 0900 (9:00 AM) to 0830 (8:30 AM) and the default end time from 1600 (4:00 PM) to 1700 (5:00 PM).

  1. In the header of Dev Studio,follow these steps:

    1. To set the start time, enter and search for WorkingHoursStartTime.

    2. To set the start time, enter and search for WorkingHoursEndTime.

  2. Click the file name that displays Dynamic System Settings in the Type column.

  3. Based on whether you are setting the start or end time for working hours, on the Edit Dynamic System Settings page, on the Settings tab, enter a value that represents the hours and minutes and click Save.

  4. Close the record.

Determining when appointment reminders are sent to patients

To determine when appointment reminders are sent to patients, extend the Medical Appointment Scheduling case type. For example, you can change the default setting of 3 days prior to the appointment for the first reminder to 5 days prior to the appointment. You might change the default setting of 1 day prior to the appointment for the second reminder to 3 days prior to the appointment.

  1. In the header of Dev Studio, enter and search for ReminderInformation.

  2. Click the file name that displays Map Value in the Type column

  3. On the Map Value: Reminder information page, click Check out and then click Save as to save the rule to your ruleset.

  4. Click Create and open.

  5. On the Matrix tab, make your changes.

    For additional information, see Completing the Matrix tab.
  6. Click Save and check in your rule.

  7. Close the record.

Adding patient needs during appointment scheduling

To add a patient need during appointment scheduling, for example a provision for transportation to the appointment, extend the Medical Appointment Scheduling case type. Then, care team members work with the patient to resolve the transportation issue.

  1. In the header of Dev Studio, enter and search for DoSpecialNeedsExist.

  2. Click the file name that displays When in the Type column.

  3. On the When: Do special needs exist page, click Check out and then click Save as to save the rule to your ruleset.

  4. Click Create and open.

  5. On the Conditions tab, click the when rule and modify your values.

    For additional information, see When form – Completing the Conditions tab
  6. Click Save and check in your rule.

  7. Close the record.

Capturing patient needs

To accommodate patient needs, for example, a transportation need or a nutritional need, extend the flow for the Medical Appointment Scheduling case type.

  1. In the header of Dev Studio, enter and search for CaptureSpecialNeeds_Ext.

  2. Click the file name that displays Flow in the Type column.

  3. On the Flow: Capture special needs page, click Check out and then click Save as to save the rule to your ruleset.

  4. Click Create and open.

  5. Modify the flow to meet your needs.

    For additional information, see Flows.
  6. Click Save and check in your rule.

  7. Close the record.

Retrieving provider availability slots in a third-party system

To retrieve the availability slots of providers in a third-party system who meet specific criteria, extend the Medical Appointment Scheduling case type. For example, you might want a list of providers and their availability who speak Spanish or a list of providers who are located in a certain area.

  1. In the header of Dev Studio, enter and search for PopulateProviderDetails_EXT.

  2. Click the file name that displays Data Transform in the Type column.

  3. On the Data Transform: Populate provider details page, click Check out and then click Save as to save the rule to your ruleset.

  4. Click Create and open.

  5. On the Definition tab, modify the values for the data transform.

    For additional information, see data transforms.
  6. Click Save and check in your rule.

  7. Close the record.

Creating, rescheduling, or canceling appointments in a third-party system

To manage appointments in a third-party system, extend the Medical Appointment Scheduling case type. For example, you might want to create an appointment, reschedule an appointment, or cancel an appointment for your patient.

  1. In the header of Dev Studio, enter and search for PostDataToSchedulingSystems.

  2. Click the file name that displays Data Transform in the Type column.

  3. On the Data Transform: Post data to scheduling systems page, click Check out and then click Save as to save the rule to your ruleset.

  4. Click Create and open.

  5. On the Definition tab, modify the values to meet your business needs.

    For additional information, see data transforms.
  6. Click Save and check in your rule.

  7. Close the record.

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