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Opportunity Discovery

Outcomes® connects pharmacists to patients with chronic diseases and provides guided interventions designed to improve adherence. Adhering to medications helps keep patients healthier and reduces adverse events that may lead to hospital stays.

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Discover

Problem

The pharmacist must navigate to three screens to access opportunities in various stages of completion. This makes it challenging to discover all the available opportunities for an individual patient, resulting in unfinished tasks.

When an opportunity is in progress, it is removed from the queue, leaving the user with an incomplete picture of the patient's work. In some cases, patients with opportunities in progress disappear from the queue.

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Current Behavior

  • Most traffic to the Patient List Page is to view “In Progress” work.

  • Users often click on the Patient Detail link to see which TIP is in progress.

  • The user selects the browser’s back button to return to the Patient List page.

  • Users often filter to the primary patients, in progress, and scheduled CMRs.

  • The User filters most often by patient name and number of MTM opportunities.

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User Survey

Current Pain Points

  • Users can not see which specific opportunity is In Progress.

  • Information is missing for Patient List: call attempts, whether it is tech eligible, and adding a note.

  • Users want more visibility into specific information about "In Progress" work. Who worked it last, what date it worked, and what are we waiting for?

  • It is hard to see if there Is a CMR scheduled for today.


Most “No” responses:

  • Users want all the same info in the queue on this page.

  • Afraid they wouldn’t be able to tell in progress from un-started work.

  • Fears about In Progress being in both queues.

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Design

User Intent

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Journey Map

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Prototype

  • Move In progress, Scheduled CMRs, and Review & Resubmit to the main queue.

  • Show badges on individual services to indicate status.

  • Display in-progress details. (i.e., date last worked and description.)

  • Add filters: In-progress, CMR Scheduled, Review & Resubmit, and Plan (Sponsor).

  • Retire the “Patient List” page.

  • Roll out to a subset of users before rolling out to the whole network.

  • Display CMR Schedule “Today, Time”. Trigger a Pendo Guide to alert the user to a scheduled CMR.

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