The exact patient journey can vary by treatment, but most applications follow the same general path.
1. The patient selects treatment.
A patient can begin through your website, a Healthaide Workflow link, or the Marketplace inside their patient portal.
2. The patient verifies their account.
The patient verifies their email and completes identity verification if it is required for that treatment. Identity verification is not required for every treatment.
3. The patient confirms the order details.
The patient confirms the information required for the order, including the applicable delivery address. The delivery state can affect treatment availability, provider routing, visit requirements, and other rules that apply to that order.
4. Payment is authorized.
At checkout, the patient's payment method is authorized. The full transaction does not settle until the patient is approved for care. If the patient is not approved, the authorization is released and the patient is not charged for the treatment.
5. The patient completes consent when required.
For care provided through the Healthaide Provider Network, the Healthaide consent is generally signed once annually rather than during every treatment application.
If a clinic operates an Own Provider Network, the clinic determines the consent requirements and renewal frequency for care provided by its own clinical team.
6. The patient completes the health intake screening exam.
The patient answers the health intake screening questions assigned to the treatment. Conditional logic can reduce the number of questions shown when certain questions do not apply.
If the patient leaves before finishing, they can return to Dashboard in the patient portal and continue the incomplete application.
7. The patient schedules a required video visit.
Some treatment applications can be reviewed asynchronously. Others require a live video visit based on the treatment, applicable clinical requirements, or state requirements.
When a video visit is required, the patient can select an available appointment time at the end of the health intake screening exam. If the application is left incomplete, the patient can return through Dashboard and continue.
8. The submitted treatment request becomes visible.
After the health intake screening exam is submitted, the treatment request appears under Prescriptions in the patient portal.
The patient may see:
- In review
- Action needed
- Visit booked
If a video visit has been booked, the scheduled date and time appear with the treatment request. The patient can join the visit through the patient portal when the visit is available.
Dose, supply, and form are not shown before the provider has made a prescribing decision.
9. A licensed provider reviews the application.
Every patient intake is reviewed by a licensed clinician. Review timing depends on provider availability, the treatment, state requirements, whether more information is needed, and whether a live visit is required. Do not promise a fixed approval time unless a specific service commitment applies.
10. The provider makes a care decision.
If the patient is approved, the provider creates the prescription and the authorized transaction settles.
If the provider needs more information, the patient may be asked to complete an additional step before a decision can be made.
If the patient does not qualify for care, the treatment is not fulfilled and the applicable payment authorization is released.
11. The order moves to pharmacy fulfillment.
Once the patient is approved and a prescription is created, the order moves into the applicable pharmacy fulfillment process. Pharmacy assignment depends on factors such as the treatment, state, clinical fit, and available pharmacy network.
When tracking information becomes available through the supported fulfillment flow, the patient can follow the order through the patient experience.
12. Ongoing care continues through the patient portal.
Patients can use the patient portal for Prescriptions, refill activity, required treatment actions, scheduled provider visits, order and shipping information when available, secure Messages, and other supported care features.
