Creating your Enrollment Workflow

How Patients Get Access to SeamlessMD

For the patient, having their healthcare team enroll them in the program leads to higher engagement, ensures patients trust the materials, and ultimately leads to better health outcomes.

Before launch, you need to determine:

When is the best time for them to be enrolled
Who can educate the patient about SeamlessMD (and remind them to use it)
Who can enroll (create the account for) the patient in the program

Here is a typical workflow:

When to Enroll Patients

Patients can be enrolled at any point; however, SeamlessMD typically recommends:

Episodic pathways (i.e. surgical): Enrolling them 2-4 weeks before their procedure, and once they have a scheduled procedure date. This allows them to access information about their pre-op appointment and any clearances they need to complete before their procedure (e.g., visiting their family doctor, having a dental appointment).
- For surgical programs, a procedure date is not required to initially enroll the patient, but it is required for the patient to proceed through the program.

Non Episodic pathways (i.e. chronic, oncology): Enrollment will vary depending on the program. For example, it could be upon referral into an RPM program, at discharge from inpatient services, or when starting treatment. The best time will vary depending on the scope of the care plan and your existing clinical workflows/patient flow.

Maternity pathway: Enrolling around the start of the second trimester of pregnancy. This allows them to receive information throughout pregnancy and leading up to birth, along with postpartum.

Who Educates Patients about SeamlessMD

Patients can be told about SeamlessMD in a variety of ways, depending on who the patient sees during their care journey. You can spend anywhere from 30 seconds to 5 minutes educating the patient, depending on the model you choose.

Patients may be told about Seamless by:

Their physician
A physician assistant or nurse
An office administrator or surgery scheduler

We recommend telling the patient about the program multiple times throughout their journey to increase engagement (e.g. pre-op, in-hospital, post-discharge).

Examples include:

Pre-op: the surgery scheduler tells the patient in detail about the program (after their provider recommends they use it).
In-hospital: the discharge nurse reminds patients to use Seamless at-home. A reminder about Seamless is added to the discharge instructions.
Post-discharge: a nurse or physiotherapist doing a scheduled check-in reminds patients to complete the daily health checks.

SeamlessMD will provide materials to support this process (e.g. patient brochure, talking script, posters, etc.).

SeamlessMD Best Practice: Patients are more likely to participate in the program if their provider frames it as a standard part of their care.

Who Enrolls the Patient on SeamlessMD

Patients can be enrolled (signed up) by the same person educating them about the program, or by someone else on the team. It takes less than a minute to add the patient to the SeamlessMD platform.

Here are some common examples of who creates the patient’s account:

A clinic or pre-op nurse
An office administrator
A surgery scheduler

You can enroll the patient live (i.e., when you are speaking to the patient and collecting their contact information) OR you can have the patient fill out a SeamlessMD sign-up sheet to collect their information (email/phone number, etc.). This allows you to enroll patients at set intervals (e.g., at the end of the day or once a week) that are built into your schedule.

Sample Workflows for Enrollment

	Workflow 1: Hands off (Low Touch)	Workflow 2: Hands on (Med Touch)	Workflow 3: Supercharged (High Touch)
Activities
How patients learn about SeamlessMD	Instructional brochure	Instructional brochure Verbal education by healthcare team member	Instructional brochure Verbal education by healthcare team App demonstration by healthcare team member
Time points to educate or reinforce patient engagement with program	Only at patient enrollment	At multiple phases of care	At all phases of care
Patient explanation of initiative	30-60 seconds / patient	2-3 minutes / patient	5-7 minutes / patient
Patient enrollment (e.g. for enrolling into platform backend)	30-60 seconds / patient	30-60 seconds / patient	30-60 seconds / patient
Benefits
Pros	Requires less time from clinical team	↑ activation rate ↑ patient satisfaction	↑↑ activation rate ↑↑ patient satisfaction
Cons	Risk of ↓ activation rate	More time consuming for clinical team	More time consuming for clinical team

Example Workflow from a Customer

The example below comes from a customer who achieved a 95% patient adoption rate for patients undergoing major surgery.

Enrollment is managed by outpatient nurses in clinic across a number of different departments (colorectal, cardiac, thoracic, gynecology-oncology etc.)
Patients are given a brief explanation of Seamless and a brochure, followed by the question “Can I get your email or mobile number to sign you up for Seamless?” This is framed as a normal part of the visit and Seamless is framed as part of the standard of care at UAB.
Patients may “opt-out” of Seamless, rather than be asked if they want to “opt-in”
Nurses also say “Other patients like Seamless because it has a lot of useful information in preparing for surgery” OR “It’s important you use Seamless so that when you go home after surgery, we can stay connected. Patients love being able to send wound photos and information about how they are recovering”