Patient Journey

Summary

The patient should experience a single coherent journey even though multiple backend systems are involved.

Patient-visible steps

1. Select product or service.
2. Choose consultation or prescription path.
3. Submit information.
4. Receive a decision or request for more information.
5. Choose delivery and complete payment.
6. Track preparation and shipping.
7. Receive dispatch and delivery notifications.

Internal reality

Behind the scenes:

• LoveMyLife is the experience layer
• Phensys is the workflow source of truth
• Pharmetra is the pharmacy execution engine

Design objective

The patient should never need to understand which backend system is responsible for a given internal step, but the platform team and auditors should be able to trace every decision clearly.