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Patient Journey

Your Patient Journey is every step a patient moves through at your practice, from the moment they find you to the visit after next. For each step it shows who owns it, the procedures (sub-steps) that make it up, the Standards your team follows at each sub-step, and the numbers the step is measured on.

It's the practical side of your Vision Map: the Vision Map names the result your process delivers, and the Patient Journey lays out the process itself. It also shows you at a glance which steps still need an owner, a Standard or a metric.

Open it from Patient Journey in the sidebar, under your space. Each space has its own journey.

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On this page, Standards are called SOPs — "Link an SOP", "No SOP yet" and so on. They are the same documents you find under Standards in the sidebar.

Reading the journey​

The page has two parts:

  • The step list on the right — every step in order, with its number (coloured by department), its name, and its department and owner role. The header shows how many steps are fully set up, for example "6 of 10 configured".
  • The step detail on the left — the step you've picked, in full. Click any step in the list to see it.

A step's detail shows:

  • Owner — the role accountable for the step, with up to two of the people who hold it today. If nobody holds the role, it says so.
  • Department — taken from the owner role.
  • Sub-steps — the procedures that make up the step, numbered in order (for example 3.1, 3.2), with the Standards each one follows. Each Standard shows its status if it isn't published yet (Draft, In review, Approved, Expired, Archived or Rejected). Click one to open it.
  • Metrics — what the step is measured on. Each metric is a row on this space's Scoreboard, marked Higher is better or Lower is better, and Pulled from your PMS or Entered by hand.

If your space doesn't have a vision for this year, the page says No vision for {year} yet — the journey is part of your annual Vision Map. If you can edit the journey, click Create {year} vision to start one.

Edit the journey​

  1. Click Edit journey at the top of the page.
  2. Make your changes. Edits save as you go — the status next to the heading reads Saving…, then All changes saved.
  3. Click Done editing when you're finished.

While you're editing, a step that isn't fully set up shows an alert icon in the list. Hover it to see what's missing — for example No owner, No sub-steps, 2 sub-steps without an SOP or No metrics.

Add, reorder and delete steps​

  • Add a step: click Add step under the list (or Add the first step on an empty journey). Give it a name and one line on what the step delivers.
  • Change its icon: click the large step badge and pick an icon.
  • Reorder: use the Move step earlier and Move step later arrows.
  • Delete: click the trash icon, then Delete step to confirm. The step's sub-steps go with it; linked Standards stay in your library and its metrics stay on the Scoreboard. Click Undo on the message that follows if you change your mind.

Choose the step's owner​

An owner is always a role, never a single person, so the step stays owned when someone leaves.

  1. Click the owner pill (Choose an owner if there isn't one).
  2. Search or browse the roles, grouped by department. Roles that span departments are listed under Practice.
  3. Click Save owner.

The step takes its department from the owner role. If that role sits in more than one department, choose which one from the Department list.

Add sub-steps​

  • Click Add sub-step and describe what happens in it.
  • Reorder with Move up and Move down; delete with Delete sub-step (and Undo if needed).
  1. Click Link an SOP on the sub-step (or Link another SOP to add more).
  2. Search by name. Standards from the step's department are listed first.
  3. Click one to link it. To unlink, click the x on its chip.

When the Standard doesn't exist yet, type its name and choose:

  • Write "…" as a draft SOP — SOPHIE creates a draft Standard owned by the step's owner role and opens the editor so you can write it. It's linked to the sub-step straight away.
  • Ask SOPHIE to draft "…" — opens Create with SOPHIE with the title filled in. When you save the draft, it's linked to the sub-step for you.

The step needs an owner before you can start a new Standard from it, because that role will own the Standard. New Standards start as drafts, so nothing reaches your team until you publish it.

Add metrics​

  1. Click Add metric.
  2. Pick from Suggested for this step, Sophie's catalog (some of these SOPHIE collects from your practice management system) or Already on your Scoreboard. You can tick several.
  3. Click Add N metrics.

To track something that isn't listed, type its name and choose Create a custom metric "…", then pick the unit (count, dollars or percent) and whether higher or lower is better, and click Add to this step. Custom metrics are entered by hand each week.

Removing a metric from a step (the x beside it) keeps it on your Scoreboard with all its history.

Reset to the standard journey​

SOPHIE keeps a standard patient journey — a recommended set of steps, each with a name, department, owner role and icon. New spaces start with it. You can go back to it at any time:

  1. Click Edit journey, then Reset to the standard journey.
  2. SOPHIE shows a preview of what will happen: how many steps you'll have, how many of your sub-steps stay on their step, any sub-steps that will be removed (because they sit on a step the standard journey doesn't have), and any steps that will be left without an owner because your practice doesn't have the role they need.
  3. Click Replace my journey to go ahead, or Cancel.

Your Standards stay in your library and your metrics stay on your Scoreboard. The reset changes steps only — it doesn't create Standards or add sub-steps.

Where a Standard sits in the journey​

  • On the Standard's page, its properties show where it sits in the journey — for example 6.2 Present Treatment Plan. Click it to jump to that step. If the Standard is used in more than one place, you'll see each one.
  • On My Day, a task from a Standard that's part of the journey shows the step it belongs to.
  • If a Standard is in the journey but its Flow isn't set to Patient, its page points that out. SOPHIE won't change it for you — edit the Standard if it should say Patient.

These always reflect the journey as it is now: rename or move a step, and every linked Standard shows the change.

Good to know​

  • A step is "configured" when it has a name, an owner role, a department, at least one sub-step, a Standard on every sub-step, an owner on each of those Standards, and at least one metric.
  • Steps with no Standards reach the FIX List. SOPHIE adds a FIX List item for a step that has no Standards yet, and raises it after 10 working days if it's still empty. A FIX List item can also be tied to a journey step.
  • Someone else editing at the same time: if another person saves the journey while you're editing, SOPHIE tells you your last change wasn't saved. Click Load their version to continue from theirs.
  • Who can do what — set in Settings under the Patient journey permissions:
    • View (see the journey): everyone, including Team Members and Guests.
    • Edit (change steps, owners, Standards and metrics): Super Admins and Admins.
    • Reset to standard: Super Admins and Admins.
    • Others can be given Edit or Reset individually with custom permissions. See Roles and permissions.
  • Deleting a Standard takes it off the journey.