User Journey: Complete Patient Flow

USER_JOURNEY_COMPLETE_PATIENT_FLOW.md

User Journey: Complete Patient Flow

A step-by-step guide following a patient through their entire journey in your clinic using MyClinicSoft.

Journey Overview

This guide demonstrates a complete patient flow from appointment booking to billing:

  1. Patient Books Appointment
  2. Patient Checks In
  3. Doctor Consultation
  4. Prescription Created
  5. Lab Tests Ordered
  6. Billing and Payment
  7. Follow-up Scheduled

Let's follow "Maria Santos" through her first visit to your clinic.

Step 1: Patient Books Appointment

Scenario

Maria has been experiencing headaches and wants to see a doctor. She visits your clinic's website.

Actions

Patient (via Public Booking Page):

  1. Maria visits https://your-clinic.com/book
  2. She sees available doctors and their specializations
  3. She selects "Dr. Juan Dela Cruz - General Practitioner"
  4. Calendar shows available slots
  5. She selects "Tomorrow, 2:00 PM"
  6. She fills in her information:
    • Full Name: Maria Santos
    • Date of Birth: 01/15/1985
    • Phone: +639171234567
    • Email: maria.santos@email.com
    • Reason for Visit: Headaches for the past week
  7. She clicks "Book Appointment"
  8. Confirmation page appears with appointment details

System Actions:

  • Creates new patient record
  • Creates appointment
  • Sends confirmation email to Maria
  • Sends SMS confirmation with appointment details
  • Notifies clinic staff of new booking

Maria Receives:

  • Email confirmation with:
    • Appointment date and time
    • Doctor name
    • Clinic address and directions
    • What to bring (ID, insurance card)
    • QR code for check-in
  • SMS confirmation: 
    Appointment confirmed with Dr. Dela Cruz tomorrow at 2:00 PM.
Show this QR code at check-in. - YourClinic

24 Hours Before:

  • Maria receives reminder SMS: 
    Reminder: You have an appointment with Dr. Dela Cruz tomorrow at 2:00 PM.
Reply CANCEL to cancel. - YourClinic
  • Maria receives reminder email with same information

Step 2: Patient Arrives and Checks In

Scenario

Maria arrives at the clinic 15 minutes before her appointment.

Actions

At Reception:

  1. Maria shows her phone with QR code
  2. Receptionist scans QR code using MyClinicSoft
  3. System automatically checks her in
  4. She's added to the queue

Alternative (Manual Check-in):

  1. Maria gives her name to receptionist
  2. Receptionist searches "Maria Santos" in system
  3. Finds her appointment
  4. Clicks "Check In"
  5. Maria added to queue

Queue System:

  • Queue number: 5
  • Estimated wait time: 20 minutes
  • Position: 3rd in line

Receptionist Actions:

  1. Verifies Maria's information:
    • Checks ID
    • Confirms phone number and email
    • Asks about insurance
  2. Collects additional information:
    • Emergency contact
    • Allergies: None known
    • Current medications: None
    • Reason for visit: Confirms headaches
  3. Asks Maria to take a seat
  4. Gives her a queue number ticket

System Updates:

  • Appointment status: "Arrived"
  • Queue status: "Waiting"
  • Display screen shows: "Now serving: Queue #3"

While Waiting:

  • Maria sees her queue number on the display screen
  • She receives SMS update: 
    You are #3 in queue. Estimated wait: 15 minutes. Thank you for your patience.

Step 3: Called for Consultation

Scenario

Doctor is ready to see Maria.

Actions

Reception/Nurse:

  1. Views queue in MyClinicSoft
  2. Clicks "Call Next Patient"
  3. System updates display screen: 
    NOW CALLING: Maria Santos (Queue #5)
Please proceed to Room 2
  4. Announcement plays (optional)
  5. Maria receives SMS: "You are next. Please proceed to Room 2."

In Consultation Room:

Nurse Actions:

  1. Greets Maria
  2. Takes vital signs in MyClinicSoft:
    • Blood Pressure: 125/82 mmHg
    • Heart Rate: 76 bpm
    • Temperature: 36.8°C
    • Weight: 58 kg
    • Height: 160 cm
    • BMI: Auto-calculated (22.7 - Normal)
  3. Asks preliminary questions:
    • Chief complaint: "Headaches for 1 week"
    • Pain level: 6/10
    • When does it hurt: "Mostly in the afternoon"
  4. Updates status: "Vitals Taken"
  5. Notifies doctor: "Patient ready in Room 2"

Doctor Actions:

Dr. Dela Cruz logs in and sees:

  • Patient name: Maria Santos
  • Age: 39 years old
  • Vitals: Already entered by nurse
  • Chief complaint: Headaches
  • Medical history: New patient, no known conditions

Consultation Process:

  1. History Taking

    • Doctor asks detailed questions
    • Documents in "History of Present Illness": 
      39 y/o female presenting with headaches x 1 week.
Describes as throbbing pain, bifrontal, intensity 6/10.
Worse in afternoon, especially after work.
Associated with eye strain from computer work.
Relieved by rest. No visual changes, no nausea/vomiting.
No fever, no neurological symptoms.

  2. Review of Systems

    • Checks all body systems
    • Documents pertinent positives and negatives
    • Notes: "Eye strain, spends 8+ hours on computer daily"

  3. Physical Examination

    • General: Alert, well-appearing
    • HEENT: Normal
    • Neurological: No focal deficits
    • Documents findings in MyClinicSoft

  4. Assessment and Diagnosis

    • Searches for diagnosis: "tension headache"
    • Selects: "G44.209 - Tension-type headache, unspecified"
    • Marks as primary diagnosis

  5. Treatment Plan

    • Prescribe medication (see Step 4)
    • Recommend ergonomic assessment
    • Advise on screen breaks
    • Order lab tests (see Step 5)
    • Schedule follow-up (see Step 7)

Step 4: Prescription Created

Scenario

Doctor prescribes medication for Maria's headaches.

Actions

Doctor in MyClinicSoft:

  1. From the visit screen, clicks "Create Prescription"

  2. Patient pre-filled: Maria Santos

  3. Adds medications:

    Medication 1:

    • Medicine: Ibuprofen 400mg tablet
    • Dosage: 1 tablet
    • Frequency: Every 6 hours as needed
    • Duration: 7 days
    • Quantity: 28 tablets
    • Instructions: "Take with food. Maximum 4 tablets per day."

    Medication 2:

    • Medicine: Multivitamin with B-complex
    • Dosage: 1 tablet
    • Frequency: Once daily
    • Duration: 30 days
    • Quantity: 30 tablets
    • Instructions: "Take after breakfast"

  4. System checks drug interactions: ✅ No interactions found

  5. Adds general instructions:

    - Take regular breaks from computer (20-20-20 rule)
- Maintain good posture
- Stay hydrated
- Get adequate sleep
- Return if headaches worsen or new symptoms appear

  6. Doctor reviews and clicks "Save Prescription"

  7. Doctor digitally signs prescription

System Actions:

  • Links prescription to visit
  • Generates prescription number: RX-2024-00567
  • Updates inventory:
    • Deducts 28 Ibuprofen tablets
    • Deducts 30 Multivitamin tablets
  • Checks stock levels (auto-alert if low)

Doctor Options:

  • "Print Prescription" - Prints formatted prescription
  • "Send to Pharmacy" - Sends to clinic pharmacy (if applicable)
  • "Share with Patient" - Sends to patient portal

Maria Receives:

  • Printed prescription
  • Copy sent to her email
  • Available in patient portal
  • SMS notification: 
    Your prescription is ready. You can pick up your medications
at the clinic pharmacy. Ref: RX-2024-00567

Step 5: Lab Tests Ordered

Scenario

Doctor wants to rule out underlying conditions and check Maria's general health.

Actions

Doctor in MyClinicSoft:

  1. From visit screen, clicks "Order Labs"
  2. Selects tests:
    • Complete Blood Count (CBC)
    • Fasting Blood Sugar (FBS)
    • Lipid Panel
  3. Indicates clinical reason: "Headache workup, health screening"
  4. Marks as "Routine" (not STAT/urgent)
  5. Clicks "Create Lab Order"

System Actions:

  • Creates lab order: LAB-2024-00345
  • Generates lab request form
  • Notifies lab department (if integrated)
  • Sends to external lab (if configured)

Doctor Explains to Maria:

  • Which tests ordered
  • Why they're needed
  • How to prepare:
    • Fast for 8-10 hours before blood test
    • Come in tomorrow morning
    • Bring lab request form

Lab Request Form Generated:

LABORATORY REQUEST FORM

Patient: Maria Santos
Age: 39 years
Patient ID: PT-2024-00123
Doctor: Dr. Juan Dela Cruz

Clinical Indication: Headache workup, health screening

Tests Requested:
☑ Complete Blood Count (CBC)
☑ Fasting Blood Sugar (FBS)
☑ Lipid Panel

Special Instructions: Fasting required (8-10 hours)
Date: [Today's Date]
Doctor's Signature: [Digital Signature]

Maria Receives:

  • Printed lab request form
  • Instructions on preparation
  • Clinic lab hours
  • What to bring (ID, lab form)

Follow-up Lab Process:

Next Day - Maria Returns for Blood Draw:

  1. Shows lab request form

  2. Lab technician:

    • Verifies identity
    • Confirms fasting status
    • Collects blood samples
    • Updates system: "Sample Collected"

  3. Samples sent to lab for processing

When Results Available (2-3 days later):

  1. Lab uploads results to MyClinicSoft

  2. System notifies Dr. Dela Cruz: "Lab results ready for Maria Santos"

  3. Doctor reviews results

  4. If normal, approves for patient viewing

  5. Maria receives notification:

    Your lab results are ready. View them in your patient portal
or call the clinic. - YourClinic

  6. Maria logs into patient portal:

    • Views all results
    • Sees doctor's notes: "All results within normal limits"
    • Downloads PDF of results

Step 6: Billing and Payment

Scenario

After consultation and receiving prescription, Maria proceeds to billing.

Actions

At Billing Counter:

Staff Actions in MyClinicSoft:

  1. Searches for Maria Santos

  2. Clicks "Create Invoice"

  3. System auto-fills from visit:

    • Consultation: Dr. Dela Cruz - New Patient
    • Services rendered automatically added

  4. Reviews and adds line items:

    Services:

    • New Patient Consultation: ₱1,500.00
    • Vital Signs Assessment: ₱0.00 (included)

    Medications:

    • Ibuprofen 400mg x 28 tablets: ₱280.00
    • Multivitamin x 30 tablets: ₱450.00

    Lab Tests:

    • Complete Blood Count: ₱400.00
    • Fasting Blood Sugar: ₱250.00
    • Lipid Panel: ₱800.00

    Subtotal: ₱3,680.00 Tax (if applicable): ₱0.00 Total: ₱3,680.00

  5. Asks Maria: "How would you like to pay?"

Payment Options:

  • Cash
  • Credit/Debit Card
  • Bank Transfer
  • Insurance (if applicable)
  • Payment Plan

Maria chooses: Cash

  1. Staff member:
    • Enters payment method: Cash
    • Enters amount received: ₱4,000.00
    • System calculates change: ₱320.00
    • Clicks "Record Payment"

System Actions:

  • Marks invoice as "Paid"
  • Updates patient balance: ₱0.00
  • Deducts medications from inventory
  • Links payment to visit
  • Generates official receipt

Maria Receives:

  • Official Receipt (OR):

    OFFICIAL RECEIPT
OR No: OR-2024-00789

[Clinic Logo and Details]

Patient: Maria Santos
Date: [Today's Date]

DESCRIPTION                          AMOUNT
-----------------------------------------------
New Patient Consultation            ₱1,500.00
Ibuprofen 400mg x28                   ₱280.00
Multivitamin x30                      ₱450.00
Complete Blood Count                  ₱400.00
Fasting Blood Sugar                   ₱250.00
Lipid Panel                           ₱800.00
-----------------------------------------------
TOTAL                               ₱3,680.00

Payment Method: Cash
Amount Paid: ₱4,000.00
Change: ₱320.00

Received by: [Staff Name]
[Digital Signature]

This serves as your official receipt.
Thank you for choosing [Your Clinic]!

  • Email copy of receipt

  • SMS confirmation:

    Payment of ₱3,680.00 received. Thank you!
Your official receipt OR-2024-00789 has been
sent to your email. - YourClinic

Alternative - Insurance Payment:

If Maria had insurance:

  1. Staff verifies insurance coverage
  2. Submits claim to insurance
  3. Maria pays co-payment (if any)
  4. Invoice marked as "Partially Paid - Insurance Pending"
  5. When insurance pays:
    • System records insurance payment
    • Updates invoice to "Paid"
    • Generates insurance receipt

Step 7: Follow-up Scheduled

Scenario

Doctor recommends follow-up visit to review lab results and check headache improvement.

Actions

Before Maria Leaves:

Staff at Billing/Reception:

  1. Informs Maria: "Doctor recommends follow-up in 2 weeks"
  2. Opens scheduling calendar
  3. Shows available slots
  4. Maria selects: "Two weeks from today, 3:00 PM"
  5. Creates appointment:
    • Patient: Maria Santos
    • Doctor: Dr. Dela Cruz
    • Type: Follow-up Visit
    • Reason: Review lab results, assess headache improvement
  6. Confirms booking

System Actions:

  • Creates follow-up appointment
  • Sends confirmation email
  • Sends confirmation SMS
  • Sets reminders (24 hours before)
  • Links to original visit

Maria's Summary Card (Given at checkout):

VISIT SUMMARY

Patient: Maria Santos
Visit Date: [Today's Date]
Doctor: Dr. Juan Dela Cruz, MD

DIAGNOSIS:
- Tension-type headache

MEDICATIONS PRESCRIBED:
- Ibuprofen 400mg: Take 1 tablet every 6 hours as needed
- Multivitamin: Take 1 tablet daily after breakfast

LAB TESTS ORDERED:
- Complete Blood Count (CBC)
- Fasting Blood Sugar (FBS)
- Lipid Panel
* Please return tomorrow morning for blood draw (fasting)

RECOMMENDATIONS:
- Take regular breaks from computer work
- Practice good posture
- Stay hydrated
- Get adequate sleep

FOLLOW-UP APPOINTMENT:
Date: [Two weeks from today]
Time: 3:00 PM
Doctor: Dr. Dela Cruz

TOTAL PAID: ₱3,680.00

Questions? Call us at: [Clinic Phone]

Step 8: Between Visits (Automated Engagement)

Days After Visit

Day 1 (Next Morning):

  • Maria returns for lab blood draw
  • Quick process, no appointment needed
  • Shows lab request form
  • Blood drawn, done in 10 minutes

Day 3:

  • Lab results available
  • System notifies Maria via SMS and email
  • Maria logs into patient portal
  • Views results (all normal)
  • Doctor added note: "Results normal, continue current treatment"

Day 7 (One Week Before Follow-up):

  • Maria receives health reminder: 
    Hi Maria, you have a follow-up appointment with Dr. Dela Cruz
next week on [date] at 3:00 PM. See you then! - YourClinic

Day 13 (24 Hours Before Follow-up):

  • Appointment reminder sent: 
    Reminder: Tomorrow at 3:00 PM, you have a follow-up with
Dr. Dela Cruz. Reply CANCEL to cancel. - YourClinic

Maria's Birthday (Months Later):

  • Birthday greeting: 
    Happy Birthday Maria! Wishing you health and happiness.
Schedule your annual checkup when you're ready. - YourClinic

Step 9: Follow-up Visit

Two Weeks Later

Maria Returns:

  1. Checks in (same process as before)
  2. Shorter wait time (follow-up patients prioritized)
  3. Sees Dr. Dela Cruz

Doctor Reviews:

  • Previous visit notes
  • Lab results (all normal)
  • Prescription history
  • Asks about headaches:
    • "Much better! Rare now."
    • "Taking breaks helps a lot"
    • "Medications worked well"

Doctor Documents:

  • Headaches improved significantly
  • Lab results reviewed with patient (all normal)
  • Continue current management
  • Reinforce lifestyle modifications
  • No new prescriptions needed
  • No need for immediate follow-up
  • "Return if symptoms recur"

Billing:

  • Follow-up consultation: ₱800.00
  • Maria pays
  • Receives receipt

Maria Leaves:

  • Satisfied with care
  • Headaches resolved
  • Knows to return if needed
  • Has clinic's contact info

System Benefits Demonstrated

For Maria (Patient):

✅ Easy online booking ✅ Multiple reminders (never forgets appointment) ✅ Quick check-in with QR code ✅ Minimal wait time with queue system ✅ Complete medical records accessible online ✅ Clear prescriptions and instructions ✅ Easy follow-up scheduling ✅ Transparent billing ✅ Ongoing engagement and care

For Clinic Staff:

✅ Automated reminders reduce no-shows ✅ Efficient check-in process ✅ Organized queue management ✅ Complete patient information at fingertips ✅ Integrated workflow (visit → prescription → labs → billing) ✅ Automatic inventory updates ✅ Streamlined billing ✅ Comprehensive reporting

For Doctor:

✅ Patient history readily available ✅ Previous visit notes accessible ✅ Lab results integrated ✅ Quick prescription creation ✅ Drug interaction checking ✅ Easy documentation ✅ Follow-up tracking ✅ Complete continuity of care

Key Touchpoints Summary

  1. Pre-Visit: Booking, confirmation, reminders
  2. Arrival: Check-in, queue management
  3. Clinical: Vitals, consultation, documentation
  4. Treatment: Prescriptions, lab orders
  5. Financial: Billing, payment, receipts
  6. Post-Visit: Lab follow-up, reminders, portal access
  7. Follow-up: Scheduled visit, continuity of care

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