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Care Plan Support

Prefer a template? Install the bundle.

Build a treatment support Journey
Offer a check-in, then route support requests to a coordinator. Read the transcript

Ask Members already enrolled in a care plan whether they need support. Wait for the answer to be recorded, then notify the Support Coordinator when the Member requests help. This path routes requests; it does not assess treatment or make a clinical decision.

Before you start​

  • Before using real health data, confirm Gravity Rail has authorized the intended workspace and services for PHI; see Using Gravity Rail with PHI. Use synthetic data until authorization is confirmed.
  • Confirm program enrollment, consent to contact, and the approved check-in message.
  • Prepare an authorized email Inbox, a named Support Coordinator, and the team's response interval and processing hours.
  • Create a Treatment adherence Form with a Boolean Support requested field, no default value, and one current record per Member.
  • Create the Treatment support · Enrolled label. Apply it only after program enrollment and consent; the Journey will use this label to enroll Members.

Build the Journey​

  1. In Journeys, create a Journey V2 and name its first step.
  2. Set Auto Enroll to the Treatment support · Enrolled label.
  3. Add a Send Email Action to the first step. Use the authorized Inbox and approved check-in message to ask whether the Member wants support.
  4. Add a step after the email. Set its Continue When condition to Field Changed for Treatment adherence → Support requested. This waits for a saved answer; it is not a time delay.
  5. Add True and False routes for the Boolean value. Configure unmatched Members to Wait until a value is recorded.
  6. On the True route, notify the named Support Coordinator and add a brief email acknowledging the request. On the False route, add a neutral email thanking the Member; do not describe it as clinical advice.
  7. Leave both outcomes to reach the Journey's normal End. This recipe does not add a stop label or a clinical urgency branch.
  8. Review program eligibility, consent, the authorized Inbox, both messages, coordinator access, and response interval. Test the draft with synthetic Members before enabling enrollment or emails.

Test with synthetic Members​

  • With Support requested set to true, the Journey waits for the saved value, notifies the coordinator, and makes the acknowledgment email step eligible.
  • With the field set to false, only the neutral email step is eligible.
  • With the value unset, the Journey stays at the wait; it sends no Member email until the field changes.

The configured Actions do not prove that an email was delivered or that staff responded. Use the team's existing urgent-request process for urgent needs.

Optional: use the free Journey Bundle​

The Bundle is a separate starting point: automatic enrollment is off, its email is inactive, and a review label replaces the manual Journey’s direct coordinator notification. It routes from the recorded support-request value but does not assess adherence. See the Care Plan Support Bundle details before installing it.