needs:
- done_when:
  - booked
  - declined
  enters: /
  handled_by: reception
  id: new-patient
  lands_in: requests
  max_fields: 4
  max_steps: 2
  stages:
  - open
  - offered
  - booked
  - declined
  success:
  - booked
  via: I have pain or an injury
  wants: a first appointment with a therapist who suits them
  who: someone with something that hurts
- done_when:
  - rebooked
  - released
  enters: /
  handled_by: reception
  id: move-or-cancel
  lands_in: cancellations
  max_fields: 3
  max_steps: 2
  stages:
  - open
  - rebooked
  - released
  success:
  - rebooked
  via: I have pain or an injury
  wants: the time moved, or the slot freed
  who: a patient who already has a time and cannot come
- also_moved_by:
  - therapists
  done_when:
  - reported
  - returned
  enters: /
  handled_by: reception
  id: referral
  lands_in: referrals
  max_fields: 5
  max_steps: 2
  stages:
  - open
  - accepted
  - booked
  - reported
  - returned
  success:
  - reported
  via: I am a GP or hospital
  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: /reception/insurance-approval
  enters_as: reception
  handled_by: reception
  id: insurance-approval
  lands_in: approvals
  max_fields: 3
  max_steps: 1
  stages:
  - open
  - sent
  - approved
  - refused
  success:
  - approved
  via: Request insurance approval
  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: /therapists/no-show
  enters_as: therapists
  handled_by: reception
  id: no-show
  lands_in: no_shows
  max_fields: 2
  max_steps: 1
  stages:
  - open
  - contacted
  - rebooked
  - closed
  success:
  - rebooked
  via: Report a no-show patient
  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.