Health and insights

Use the Health tab to find patients stuck on a journey, and Insights to see how many patients reach each step and how journeys end.

Two tabs in Journeys tell you how your journeys are doing. Health answers "who is stuck and needs a person now?". Insights answers "how does this journey perform over time?". This page is for administrators and operations leads.

Health: patients who need attention

Open JourneysHealth. The page lists running journeys that look stuck, longest waiting first, with a count such as "4 waiting for attention". It checks again every minute; select the refresh icon to check now.

When nothing is stuck you see All journeys are moving: "No patient is waiting without a way forward, and nobody has waited longer than expected. Checked time." If you pick a threshold in the menu (see below), the sentence names it, for example "nobody has waited over 7 days".

Column	What it shows
Patient	Name and UHID. "Patient record missing" means the patient record can no longer be found.
Journey	The journey.
Waiting at	The step type and step name.
Waiting since	When the patient reached that step.
Why	One of the three reasons below.

Select a row to open the journey detail panel, where you can act on the step. See "Fix a stuck step" in Running journeys.

Why a journey is listed

Reason	What it means	What to do
No way forward	The step is waiting, but no event is expected and no time is set, so nothing can ever move it. It is listed once it has waited longer than the threshold.	Usually a design gap (for example a Pause with no time limit and no event). Move the step ahead or skip it, then fix the journey design.
Timer overdue	The step's timer passed its wake-up time and nothing happened.	Select Retry on the step, or Move ahead if the wait is over. If it keeps happening, contact your implementation team.
Stalled longer than expected	The step has been queued or running (for example sending a message) for longer than the threshold. If you pick a threshold in the menu, the label names it, for example "Stalled longer than 7 days".	Open the journey, read Activity for a failure reason and use Retry.

Waiting is not the same as stuck

A step that is still waiting on a timer or an event is healthy and is not listed, however long it waits, unless its timer is overdue. Steps waiting on staff work (Engage and Capture steps) are also not listed for having nothing scheduled, because the staff task moves them. Paused journeys are not listed either.

Change the threshold

Use the threshold menu next to the refresh icon to look at a different threshold for this view: Threshold from Settings (the default), 1 day, 3 days, 7 days or 14 days.

To change the clinic-wide threshold, select Change in Settings or go to SettingsPlatform ConfigurationSystem Settings, Journeys tab, Health > "Stalled" after (days). The default is 3 days.

The Health page also has the Enrol patients button, shown to staff with the Create permission on Journeys. See Entry rules and enrolling patients.

A daily routine for operations

Open Health each morning.
Open each row and read Waiting on and Activity.
Fix what you can (Retry, Move ahead, Skip) and note the reason.
Report repeated No way forward cases to whoever designs the journey.

Insights: how a journey performs

Open JourneysInsights, or select Insights on a journey's row in the journeys list. Pick a Journey (insights are per journey) and, optionally, a date range. The default is All time.

Nothing is counted until the journey has a published version ("Publish this journey to start collecting insights").

The page shows three cards. Steps are listed in the order of the journey, from the Start node. A step that has been removed in a later version shows "no longer in the journey".

Entered per step

A bar chart of how many patients reached each step. A second series, From a lead, counts patients who came in through a lead (an enquiry). The subtitle says how many journeys started in the period.

Where patients leave

Column	Meaning
Step	The step.
Entered	Patients who reached the step.
Moved on	Patients who left the step along a path, with the percentage.
Still here or left	Patients still waiting at the step, or whose journey ended there.
Time at step	Average time patients spent at the step. "Nobody has moved on yet" means there is no average yet.

Select See who is waiting to go to the Health tab.

How journeys end

Each outcome with How it ended (Completed, Did not complete or No outcome recorded) and the number of journeys.

Outcome label	Cause
Reached the end	The journey finished by itself.
Cancelled by staff	Someone selected Cancel journey.
Handed over to another journey	A Connect step handed the patient to another journey.
Closed by an entry rule	A Close rule ended it.
Skipped	The journey ended at a step that was skipped.
Merged into another patient record	The patient's journeys were merged into a surviving record that already ran this journey.
Close step names	The outcome you gave the Close step in the builder.
Interrupt names	The journey was closed by an interrupt, such as bereavement or consent withdrawn.

How periods are counted

"Steps: counted when a patient reached them · Outcomes: counted by when the journey started". So a journey that started in March and ended in April counts under March in How journeys end.

Figures may lag slightly

Very recent activity may take a short while to appear in Insights. For what is happening right now, use the Patients and Health tabs.

Reports

Below the insight cards, the Reports card lists PDF reports you have requested: Report, Centre, Period, Requested and Status (Generating, Ready or Failed). Select Open on a ready report.

Request a report

Staff with the Create permission on Journeys

Select Request report.

Choose the template and scope

Pick a Template from your PDF templates. Optionally pick a Centre and a Period.

Generate

Select Request.

Expected result: "Report ready" appears and the report is listed. If you see "Couldn’t generate the report — check the template", fix the template and try again.

PDF templates are set up in the PDF template editor. If none exist, the dialog says "No PDF templates set up yet — they are added in Settings ▸ PDF templates".

Reports cover every journey and every centre

A report is built from the step, drop-off and outcome figures of all your journeys, not only the journey selected on the page. The Centre you pick is recorded on the report and sets its timezone, but does not narrow the figures. Only the Period limits what is counted.

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