Understanding Stages

Each pipeline is divided into stages. A patient sits in exactly one stage at a time, and progresses (or moves back) as you take action.

Default stages

Stage	What it means	Task behaviour
First Communication	Initial outreach — you haven't contacted the patient yet	A task is created automatically when the patient enters this stage
Pending Calls	Follow-up calls are scheduled or in progress	A new task is created automatically when a patient enters this stage
No Answer	Contact attempt went unanswered	Auto-assigned when a task is completed with a "No Answer" outcome; workflow may schedule a follow-up task
Waiting For	Waiting for the patient to take an action	No task is created; on the reminder date the patient moves to Pending Calls and a new task is created
Appointment Booked	The patient has booked an appointment	Moving out of this stage requires confirmation; existing tasks are completed
Process Abandoned	The care pathway has been discontinued	Moving out of this stage requires confirmation; existing tasks are completed

What happens to tasks when a stage changes

Whenever a patient moves to any new stage, all of their open tasks are automatically completed. If the new stage requires follow-up (such as Pending Calls), a new task is created in its place.

Stage patient counts

On the pipeline board, each stage column shows how many patients are currently in it. This gives you a quick overview of where the workload is concentrated.

Tip: The No Answer stage fills automatically — you don't need to move patients there manually. When you complete a phone task with a "No Answer" outcome, the patient moves there automatically.