Step Five: Develop Twine Workflows

A workflow analysis can be a handy process to start understanding the strengths and opportunities of your coaching plan. There are two ways to do a workflow analysis:

  1. Direct observation and
  2. Interviews with key team members

We suggest conducting a workflow analysis with a caveat: keep the process simple. Do not get "analysis paralysis" when initiating this strategy! You can use this process to identify where optimization can occur in the face of a problem you are observing or to periodically innovate your care, but don't reinvent the wheel.

Twine typically involves three general workflows that describe how patients move through their Twine coaching experience:

Enrollment Workflow describes how patients enter into the Twine system. Specific components of enrollment workflows include: 

  • Marketing and Recruitment
  • Assignment of Coaches to Patients
  • Initial Patient Contact
  • Patient messaging and communication

Coaching and Administrative Workflows describes how clinical providers work together to serve patients in Twine. Specific components of Clinical/Administrative Workflows include:

  • Internal/external referral management
  • Appointment Scheduling
  • Clinical Decision Making: What is the process for e-Prescribing, medication changes, communication through Twine, and communication through meeting structures?

Depending on whether your coaching team is remote, partially remote, or on-site, how you approach these workflows may be different.

Archival Workflow describes when and how clinical providers should remove patients from Twine.

If you have a current workflow, start there. How do you think patients move through your practice from start to finish? When do you observe it and interview your team? What actually happens? Once you have a good understanding of how patients and providers are actually working together, you can better decide on an optimal way for Twine to integrate with your practice. 

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