{
  "buckets": {
    "approvals": {
      "desks": [
        {
          "group": "reception",
          "moves": [
            {
              "from": "open",
              "label": "Send request",
              "to": "sent"
            },
            {
              "from": "open",
              "label": "Mark refused",
              "to": "refused"
            },
            {
              "from": "sent",
              "label": "Mark approved",
              "to": "approved"
            },
            {
              "from": "sent",
              "label": "Mark refused",
              "to": "refused"
            }
          ],
          "page": "/reception"
        }
      ],
      "initial": "open",
      "self_moves": [],
      "transitions": {
        "open": [
          "sent",
          "refused"
        ],
        "sent": [
          "approved",
          "refused"
        ]
      }
    },
    "cancellations": {
      "desks": [
        {
          "group": "reception",
          "moves": [
            {
              "from": "open",
              "label": "Move to rebooked",
              "to": "rebooked"
            },
            {
              "from": "open",
              "label": "Release slot",
              "to": "released"
            }
          ],
          "page": "/reception"
        }
      ],
      "initial": "open",
      "self_moves": [],
      "transitions": {
        "open": [
          "rebooked",
          "released"
        ]
      }
    },
    "no_shows": {
      "desks": [
        {
          "group": "reception",
          "moves": [
            {
              "from": "contacted",
              "label": "Rebook patient",
              "to": "rebooked"
            },
            {
              "from": "contacted",
              "label": "Close case",
              "to": "closed"
            },
            {
              "from": "open",
              "label": "Contact patient",
              "to": "contacted"
            },
            {
              "from": "open",
              "label": "Close case",
              "to": "closed"
            }
          ],
          "page": "/reception"
        }
      ],
      "initial": "open",
      "self_moves": [],
      "transitions": {
        "contacted": [
          "rebooked",
          "closed"
        ],
        "open": [
          "contacted",
          "closed"
        ]
      }
    },
    "referrals": {
      "desks": [
        {
          "group": "reception",
          "moves": [
            {
              "from": "accepted",
              "label": "Accept & book",
              "to": "booked"
            },
            {
              "from": "accepted",
              "label": "Return to referrer",
              "to": "returned"
            },
            {
              "from": "booked",
              "label": "Mark returned",
              "to": "returned"
            },
            {
              "from": "open",
              "label": "Accept referral",
              "to": "accepted"
            },
            {
              "from": "open",
              "label": "Return referral",
              "to": "returned"
            }
          ],
          "page": "/reception"
        },
        {
          "group": "therapists",
          "moves": [
            {
              "from": "booked",
              "label": "Mark as reported",
              "to": "reported"
            }
          ],
          "page": "/therapists"
        }
      ],
      "initial": "open",
      "self_moves": [],
      "transitions": {
        "accepted": [
          "booked",
          "returned"
        ],
        "booked": [
          "reported",
          "returned"
        ],
        "open": [
          "accepted",
          "returned"
        ]
      }
    },
    "requests": {
      "desks": [
        {
          "group": "reception",
          "moves": [
            {
              "from": "offered",
              "label": "Offer & book",
              "to": "booked"
            },
            {
              "from": "offered",
              "label": "Offer declined",
              "to": "declined"
            },
            {
              "from": "open",
              "label": "Offer appointment",
              "to": "offered"
            },
            {
              "from": "open",
              "label": "Decline offer",
              "to": "declined"
            }
          ],
          "page": "/reception"
        }
      ],
      "initial": "open",
      "self_moves": [],
      "transitions": {
        "offered": [
          "booked",
          "declined"
        ],
        "open": [
          "offered",
          "declined"
        ]
      }
    }
  },
  "needs": [
    {
      "done_when": [
        "booked",
        "declined"
      ],
      "enters_as": null,
      "handled_by": "reception",
      "id": "new-patient",
      "lands_in": "requests",
      "steps": [
        {
          "alternative": "I have pain or an injury",
          "expect": [
            "I have pain or an injury"
          ],
          "fields": [],
          "options": [
            {
              "description": "You have pain, an injury, or a new appointment you need to manage.",
              "name": "I have pain or an injury"
            },
            {
              "description": "You are sending someone to us for treatment or a report.",
              "name": "I am a GP or hospital"
            }
          ],
          "page": "/",
          "question": "Who are you?"
        },
        {
          "alternative": "Book your first appointment",
          "expect": [
            "Book your first appointment"
          ],
          "fields": [
            {
              "label": "Your name",
              "name": "name",
              "optional": false,
              "options": [],
              "type": "text"
            },
            {
              "label": "Phone number",
              "name": "phone",
              "optional": false,
              "options": [],
              "type": "tel"
            },
            {
              "label": "What hurts",
              "name": "what_hurts",
              "optional": false,
              "options": [],
              "type": "textarea"
            },
            {
              "label": "When did it start?",
              "name": "when",
              "optional": false,
              "options": [
                "Mornings",
                "Afternoons",
                "Any time"
              ],
              "type": "select"
            },
            {
              "label": "Sent by a doctor?",
              "name": "sent_by_doctor",
              "optional": true,
              "options": [
                "Yes",
                "No"
              ],
              "type": "select"
            }
          ],
          "options": [
            {
              "description": "We'll match you with a therapist who suits your needs.",
              "name": "Book your first appointment"
            },
            {
              "description": "Let us know if you can't make it or need a new time.",
              "name": "Move or cancel your appointment"
            }
          ],
          "page": "/patients",
          "question": "What brings you here today?"
        }
      ],
      "success": [
        "booked"
      ],
      "wants": "a first appointment with a therapist who suits them",
      "who": "someone with something that hurts"
    },
    {
      "done_when": [
        "rebooked",
        "released"
      ],
      "enters_as": null,
      "handled_by": "reception",
      "id": "move-or-cancel",
      "lands_in": "cancellations",
      "steps": [
        {
          "alternative": "I have pain or an injury",
          "expect": [
            "I have pain or an injury"
          ],
          "fields": [],
          "options": [
            {
              "description": "You have pain, an injury, or a new appointment you need to manage.",
              "name": "I have pain or an injury"
            },
            {
              "description": "You are sending someone to us for treatment or a report.",
              "name": "I am a GP or hospital"
            }
          ],
          "page": "/",
          "question": "Who are you?"
        },
        {
          "alternative": "Move or cancel your appointment",
          "expect": [
            "Move or cancel your appointment"
          ],
          "fields": [
            {
              "label": "Your name",
              "name": "name",
              "optional": false,
              "options": [],
              "type": "text"
            },
            {
              "label": "Phone number",
              "name": "phone",
              "optional": false,
              "options": [],
              "type": "tel"
            },
            {
              "label": "Appointment day",
              "name": "appointment_day",
              "optional": false,
              "options": [],
              "type": "date"
            },
            {
              "label": "New time preference",
              "name": "new_time_wish",
              "optional": true,
              "options": [],
              "type": "text"
            }
          ],
          "options": [
            {
              "description": "We'll match you with a therapist who suits your needs.",
              "name": "Book your first appointment"
            },
            {
              "description": "Let us know if you can't make it or need a new time.",
              "name": "Move or cancel your appointment"
            }
          ],
          "page": "/patients",
          "question": "What brings you here today?"
        }
      ],
      "success": [
        "rebooked"
      ],
      "wants": "the time moved, or the slot freed",
      "who": "a patient who already has a time and cannot come"
    },
    {
      "done_when": [
        "reported",
        "returned"
      ],
      "enters_as": null,
      "handled_by": "reception",
      "id": "referral",
      "lands_in": "referrals",
      "steps": [
        {
          "alternative": "I am a GP or hospital",
          "expect": [
            "I am a GP or hospital"
          ],
          "fields": [],
          "options": [
            {
              "description": "You have pain, an injury, or a new appointment you need to manage.",
              "name": "I have pain or an injury"
            },
            {
              "description": "You are sending someone to us for treatment or a report.",
              "name": "I am a GP or hospital"
            }
          ],
          "page": "/",
          "question": "Who are you?"
        },
        {
          "alternative": "Send a patient for physiotherapy",
          "expect": [
            "Send a patient for physiotherapy"
          ],
          "fields": [
            {
              "label": "Patient's full name",
              "name": "patient_name",
              "optional": false,
              "options": [],
              "type": "text"
            },
            {
              "label": "Patient's phone number",
              "name": "patient_phone",
              "optional": false,
              "options": [],
              "type": "tel"
            },
            {
              "label": "Your name and clinic",
              "name": "referrer",
              "optional": false,
              "options": [],
              "type": "text"
            },
            {
              "label": "Reason for referral",
              "name": "what_for",
              "optional": false,
              "options": [],
              "type": "textarea"
            },
            {
              "label": "How urgent is the need?",
              "name": "urgency",
              "optional": false,
              "options": [
                "This week",
                "Within a month",
                "Routine"
              ],
              "type": "select"
            }
          ],
          "options": [
            {
              "description": "Tell us about the patient and we will contact them to start treatment.",
              "name": "Send a patient for physiotherapy"
            }
          ],
          "page": "/referrers",
          "question": "Are you sending a patient to us, or do you have a question about a referral?"
        }
      ],
      "success": [
        "reported"
      ],
      "wants": "the patient seen, and a report back when the course ends",
      "who": "a GP or a hospital ward sending a patient"
    },
    {
      "done_when": [
        "approved",
        "refused"
      ],
      "enters_as": "reception",
      "handled_by": "reception",
      "id": "insurance-approval",
      "lands_in": "approvals",
      "steps": [
        {
          "alternative": "Request insurance approval",
          "expect": [
            "Request insurance approval"
          ],
          "fields": [
            {
              "label": "Patient name",
              "name": "patient_name",
              "optional": false,
              "options": [],
              "type": "text"
            },
            {
              "label": "Insurer",
              "name": "insurer",
              "optional": false,
              "options": [],
              "type": "text"
            },
            {
              "label": "Number of sessions",
              "name": "sessions",
              "optional": false,
              "options": [],
              "type": "text"
            },
            {
              "label": "Case number",
              "name": "case_number",
              "optional": true,
              "options": [],
              "type": "text"
            }
          ],
          "options": [
            {
              "description": "Send the insurance approval request and keep the answer attached to the patient's case file.",
              "name": "Request insurance approval"
            }
          ],
          "page": "/reception/insurance-approval",
          "question": "Do you need insurance approval for this patient's treatment?"
        }
      ],
      "success": [
        "approved"
      ],
      "wants": "the request sent and its answer kept where the patient's case is",
      "who": "the receptionist, before a course that an insurer has to approve"
    },
    {
      "done_when": [
        "rebooked",
        "closed"
      ],
      "enters_as": "therapists",
      "handled_by": "reception",
      "id": "no-show",
      "lands_in": "no_shows",
      "steps": [
        {
          "alternative": "Report a no-show patient",
          "expect": [
            "Report a no-show patient"
          ],
          "fields": [
            {
              "label": "Patient name",
              "name": "patient_name",
              "optional": false,
              "options": [],
              "type": "text"
            },
            {
              "label": "Appointment date",
              "name": "appointment_day",
              "optional": false,
              "options": [],
              "type": "date"
            },
            {
              "label": "Additional note",
              "name": "note",
              "optional": true,
              "options": [],
              "type": "text"
            }
          ],
          "options": [
            {
              "description": "Report a patient who didn't show up so we can follow up and fill the slot.",
              "name": "Report a no-show patient"
            }
          ],
          "page": "/therapists/no-show",
          "question": "Did a patient miss their appointment without calling?"
        }
      ],
      "success": [
        "rebooked"
      ],
      "wants": "the reception to ring them and get them back in",
      "who": "a therapist whose patient did not turn up and did not call"
    }
  ],
  "personas": [
    {
      "id": "runner-knee",
      "need": "new-patient",
      "text": "I've been running for years and the outside of my right knee has started hurting after about five kilometres. I'd like someone to have a look, preferably in the mornings."
    },
    {
      "id": "post-surgery-mother",
      "need": "new-patient",
      "text": "My mother had a hip replacement three weeks ago and the hospital said she needs training. She can't do much on her own and I'll drive her."
    },
    {
      "id": "sick-child",
      "need": "move-or-cancel",
      "text": "I have a session on Thursday at ten but my daughter has a fever and I can't come. Can I move it?"
    },
    {
      "id": "sent-abroad",
      "need": "move-or-cancel",
      "text": "Work is sending me abroad next week so my appointment on the 3rd is off. Just free the slot, I'll be in touch when I'm back."
    },
    {
      "id": "gp-shoulder",
      "need": "referral",
      "text": "I'm a GP. A patient of mine has a frozen shoulder that isn't improving with what I can offer. I'd like her to start with you and hear how it goes."
    },
    {
      "id": "hospital-discharge",
      "need": "referral",
      "text": "Orthopaedic ward here. We're discharging a man after an ankle fracture on Friday and need follow-up rehab arranged near where he lives. He'll need a report for his sick leave."
    },
    {
      "id": "reception-approval",
      "need": "insurance-approval",
      "text": "The patient in room two has a policy that covers twelve sessions if the insurer signs off first. I need to send that off and keep track of the answer."
    },
    {
      "id": "therapist-no-show",
      "need": "no-show",
      "text": "My two o'clock didn't turn up and didn't call. Second time. Someone needs to ring him."
    }
  ]
}