What are TouchPoint Timelines?

TouchPoint Timelines can be thought of as patient communication pathways. They allow you to design a structured sequence of messages and content that are automatically sent to a patient at defined points in time, for example after an operation or during a course of treatment.

A timeline is created once and can then be reused for any future patient who follows the same pathway.

How to access TouchPoint Timelines

1. Open the hidden menu bar at the bottom of the platform.

2. Click Timelines.

3. You will be presented with a list of any existing TouchPoint Timelines you have already created.

Creating a new TouchPoint Timeline

1. Under Current TouchPoint Timelines, click the plus button.

2. If no timelines exist yet, click the Create tile.

3. Give the timeline a clear and unique name, for example
   Post hip operation timeline.

4. The timeline editor will open.

Understanding touchpoints

Below the timeline name, you will see a set of draggable touchpoints. These represent items that can be sent to patients, including:

• Consent forms

• Surveys

• Patient information leaflets

• Videos

• SMS messages

• Secure portal messages

These are the building blocks of a timeline.

Placing touchpoints on the timeline

The timeline is divided into three time containers:

• Days

• Weeks

• Years

Each container allows you to schedule touchpoints at specific intervals.

Example
If you want to send a patient information leaflet on day 7 after surgery:

1. Drag the Patient Information touchpoint.

2. Drop it onto Day 7.

3. You will be prompted to choose whether the leaflet is:

   • An existing document you have already uploaded, or

   • A new document

4. If it is new, drag and drop the file directly from your desktop.

5. If it already exists, select it from the dropdown list.

6. Choose the time of day you want it to be sent.

Once placed, a touchpoint can be repositioned at any time by dragging and dropping it to a different day or week.

Example use case

A postoperative pathway might include:

• Day 1: SMS check-in message

• Day 5: Educational video

• Week 12: Patient outcome survey

• Week 16: Secure portal message with a feedback or review link

This entire sequence is automated once the timeline is applied to a patient.

Reusing timelines

A TouchPoint Timeline only needs to be created once. It can then be reused for any number of patients who require the same communication pathway.