Pathways and Automation
Pathways define how clinical events are automatically routed into the Inbox. When something happens - a patient submits a questionnaire, a lab result arrives, or a message is received - the system creates or updates an episode based on your pathway configuration.
How It Works
When a clinical event occurs, the system:
- Matches the event to a pathway configuration
- Creates a new episode or attaches the event to an existing one
- Sets the initial responsibility, priority, and assignment based on the pathway rules
Supported Event Types
Pathways can be triggered by the following events:
- Appointment - booked, rescheduled, cancelled, or completed
- Questionnaire - submitted by the patient
- Lab Result - received from the laboratory
- Invoice - created, paid, or voided
- Prescription - signed by the clinician
- Message - received from the patient
- Identity Verification - completed by the patient
Configuration Layers
Pathway behaviour is determined by three layers, applied in order:
- System Defaults - built-in defaults that apply to all organisations
- Base Configuration - your organisation's overrides for each event type (configured in Settings)
- Rule Overrides - condition-based rules that apply when specific criteria are met, such as a particular appointment type or questionnaire template
Higher layers take priority. For example, a rule override for a specific appointment type will override both the base configuration and system defaults.
Assignment Hierarchy
When an episode is created, the system determines the initial assignment using this priority order:
- Human override - if a staff member manually assigns the episode
- Existing episode owner - if the event is attached to an existing episode
- Template default - the default assignee configured on the appointment type or questionnaire template
- Trigger configuration - the default assignee from the pathway configuration
Tip: You can review and customise pathway settings in the Inbox section of your organisation's Settings page.