SOP Template: Pathways Invite Process

The following document is intended to serve as a template for building out a Pathways Invitation Process SOP. It will first discuss each section, then show an example SOP template with example text.

When building your own SOP, please refer to the Best Practices resource while filling out the template as the example text provided is not exhaustive.

Table of Contents

• Instructions
• Example SOP Template

Instructions

As you go through the SOP Template, you'll see it's divided into sections.

1. Purpose: Edit this section to explain why this SOP exists. It should clearly describe the goal of the invitation workflow and help orient staff to their role in supporting Pathways activation.
2. Roles and Responsibilities: Edit the table to define who is responsible for each part of the invitation workflow. Adjust roles and responsibilities to match your staffing model.
3. When to Invite a Patient: Edit this section to explain when clinicians or staff should introduce Pathways. These should be specific visit types or clinical moments where onboarding is expected. Some organizations may specify that Pathways is always to be introduced during initial visits, others may specify it’s to be used after a certain part in a patient’s care, others may have a variety of options based on different situations.
4. Step-by-Step Process for Inviting Patients: Edit the steps to describe exactly how staff should invite patients. Include clear role assignments, scripts, and setup instructions. If there is a separate care coordinator they’ll be working with going forward, it’s helpful to include example scripting around how to discuss that with patients. It’s also helpful to customize instructions based on your own workflows, such as accessing Pathways within your EMR or providing documentation guidance or sample entries as needed.
5. Reference Materials: List helpful documents or links here, such as message templates or sample scripts, workflow guides and documentation, etc.

Example SOP Template

Document Title: SOP: Inviting Patients to Pathways
Version: April 15th, 2025
Owner: Sample Clinic
Audience: Clinicians
Review Cycle: Quarterly

1. Purpose

This SOP provides clear, step-by-step guidance for inviting patients to participate in the Pathways program. It is intended to support clinicians and care coordinators in introducing the program, supporting activation, and documenting the process.

2. Roles and Responsibilities

3. When to Invite a Patient

Patients should be invited during their initial evaluation.

In some cases, invitation may happen during the first follow-up visit if

• The initial evaluation was too complex or time-limited
• The clinician was assessing appropriateness before introducing Pathways

However, early invitation is strongly recommended. Introducing Pathways as part of the care plan during the initial evaluation improves activation and long-term engagement.

4. Step-by-Step Process for Inviting Patients

Step 1: Introduce Pathways

Responsible: Clinician

• Introduce Pathways as part of the patient’s care plan.
• Use supportive, clear language.

Example:

“We’ll be using Pathways to support your care between visits. It gives you your home exercises, short videos, and a way for us to monitor your progress together.”

Step 2: Set Expectations

Responsible: [Insert Role]

• Explain how often patients are expected to engage (e.g., 3–5 times/week)
• Let them know you can view their progress and adjust their plan as needed
• Encourage questions, and make it clear support is available

Example:

“Let’s talk about what feels realistic for you. Even logging in a few times a week makes a difference, so let’s aim for 3 sessions per week to start. We can even set up your account to send you reminders.”

Common Concerns and Suggested Responses:

• Concern: “What if I forget to log in?”
  Response: “That’s totally normal. How about I help you turn on text or email reminders? That way, you’ll get gentle nudges to help keep you on track.”
• Concern: “I’m not good with technology.”
  Response: “No problem, it’s common for people to be nervous with this at first. I’ll walk you through it now so it feels more familiar later. Most people find it easier than they expected.”
• Concern: “What if I have a question after I leave?”
  Response: “You can reach out via the message feature if something comes up. You don’t need to wait until your next visit.”
• Concern: “How does this actually help me?”
  Response: “It helps you stay on track between visits and lets me adjust your plan if anything isn’t working. It keeps us connected and focused on your goals and helps make sure you’re getting the most out of your care plan.”

If the patient will be working with a separate care coordinator, it is helpful to set expectations upfront and let them know they should be expecting follow-up from this other provider.

Example:

“You’ll be hearing from a care coordinator on our team who’s here to help guide you through the program. They’ll check in, answer questions, and make sure you’re getting the support you need between visits with me. We’ll be working together to help you succeed.”

Step 3: Deliver the Invitation

Responsible: Clinician

If the patient does not complete the enrollment process within 7 days, the invitation will expire and you will need to resend. It’s best to complete the setup process with the patient during the visit, if possible.

Step 4: Assist With Setup

Responsible: Clinician

• Help the patient log in while still with you.
• Show them how to bookmark the Pathways page or save to their home screen.
• Walk them through where to find exercises, videos, and progress tracking.

Step 5: Document the Invitation

Responsible: Clinician

• Log the invitation in: [EMR / spreadsheet / other tool]
  Include:
  • Date of invitation
  • Method (e.g., QR code, email)
  • Patient response (accepted, declined, delayed)
  • Notes about barriers or support provided

5. Reference Materials

• [Link to message template bank or shared folder]
• [EMR documentation instructions or screenshots]
• [Contact list for support or escalation]

Once finalized, this SOP should be shared with all relevant staff and included in onboarding materials. Update periodically based on workflow changes or team feedback.