Patient Services

Updated on December 23, 2021

Patient services provides healthcare organizations with capabilities for patient care and engagement, for example, scheduling, rescheduling, or canceling appointments. The following sections include important topics to review when implementing patient services.

Pega Customer Service Implementation Guide Pega Customer Service Implementation Guide Pega Customer Service Implementation Guide Pega Customer Service Implementation Guide

The following figure shows the Interaction portal when you are using Patient services.

Patient information displayed in the Interaction Portal when using Patient services — Patient services example

Healthcare organizations that engage patients in their contact centers can select the Patient Services bundle during application creation. By including the Patient Services bundle when using the New Application Wizard, your new application can include relevant Microjourneys, such as scheduling, supporting data types, interaction composites and headers, as well as customer search and verification questions.

For more information, see the New Application wizard.

Access groups

When you create your application with the Patient Services bundle, the New Application wizard copies default access groups into the implementation layer and appends the organization name that you identified to the access groups.

The following table lists the default access groups that are copied into your application:

Access group	Rule name	Description
Patient Services CSR	CUSTOMERSERVICEHC: CSPATIENTSERVICESCSR	A contact center representative operator
Patient Services Manager	CUSTOMERSERVICEHC: CSPATIENTSERVICESMANAGER	A contact center manager
Patient Services Admin	CUSTOMERSERVICEHC: CSPATIENTSERVICESADMIN	A system administrator or a highly skilled developer. The default portal is Dev Studio.
Patient Services AUTHOR	CUSTOMERSERVICEHC: CSPATIENTSERVICESAUTHOR	A business analyst. The default portal is App Studio.

These access groups include the CSHC:PatientServicesUser role, which in turn includes the PatientServicesUser privilege. This is important because many rules within the Interaction portal look for that privilege in order to display patient service or member service pages and capabilities.

For more information, see Creating an access group.

Rules that refer to the PatientServiceUser privilege

Many rules within the Interaction portal look for the PatientServiceUser privilege, which is included in the CSHC:PatientServicesUser role in order to display patient service or member service screens and capabilities.

Add the CSHC:PatientServicesUser roles if you create new access groups for your Patient Services implementation. Also, refer to this when rule in the visibility if you create a new section, such as in the composite, or change business logic that is related to Patient Services.

Rule name	Class name	Description
CPMCompositeTabs	PegaCPMHC-Work	Use this section rule to display the composite tabs in healthcare interactions. You can conditionalize the display of the patient composite tabs when an interaction is launched for a patient.
CPMServiceItemInfo	Work-	Use this section rule to display smart information (information displayed when you hover over an ID) for recent cases. You can conditionalize the display of patient-related information when a case is launched for a patient.
CSInteractionHeaderPrimaryInfo	PegaCPMHC-Work-Interaction	Use this section rule to display the basic customer information in the Interaction header. You can conditionalize the display of patient or member information in the header during a patient interaction.
SearchHeader	PegaCA-Work	Use this section rule to display the header bar for searches in a research interaction. You can conditionalize the display of the Patients tab during a patient interaction.