B2C Retail Client Workflow
Patient Journey Overview
Your path from consultation to care — every step guided by licensed professionals.
- Contact information (name, phone, email) and primary health concern collected
- No product purchase or commitment required at this stage
- Lead entered into CRM and assigned to appropriate concierge representative
System Action: Lead is entered into CRM and assigned to appropriate concierge representative
Timeline: Immediate auto-response within 5 minutes; concierge follow-up within 2 hours
- Virtual telehealth or in-person consultation at partner clinic
- Review of patient medical history, current medications, contraindications, and treatment expectations
- Provider discloses FDA regulatory status of all products under consideration
- Provider determines eligibility and recommends appropriate product(s) and protocol
System Action: Consultation notes documented in patient record. Eligibility status flagged
Required: Provider must hold active medical license in patient's state of treatment
- Patient Intake Form (full medical history)
- Informed Consent Form (FDA status, risks, no guarantees)
- HIPAA Authorization
- All forms must be completed and signed electronically before proceeding
System Action: Digital forms auto-populate patient record. Timestamp and IP logged for compliance
Compliance Note: Informed consent must include all required regulatory disclosures per SNN framework
- Full payment required before product allocation
- Financial responsibility and refund policies outlined in payment agreement
- Payment confirmation triggers product allocation workflow
System Action: Payment confirmation triggers product allocation
- Product allocated with assigned lot number
- Allograft Tracing Record generated, linking patient ID to product lot and COA
- Inventory allocated and shipped under cold-chain protocol to treating facility
- Product arrives with intact temperature monitoring and chain-of-custody documentation
System Action: Lot number, COA, and shipping confirmation recorded in patient file
Quality Control: Product must maintain ≤ -140°C (cryopreserved) or 2–8°C (exosomes) during transit
- Confirm patient identity, review consent, and verify absence of new contraindications
- Document administration route, dosage, injection site(s), and product lot number
- Provider signs procedure note confirming administration under their medical authority
- Post-procedure observation period as determined by treating provider
System Action: Procedure note auto-generated and linked to tracing record
Required: Provider must document any adverse reactions within 24 hours
- 48-hour follow-up email (auto-triggered)
- 2-week follow-up contact completed by concierge
- 90-day outcome follow-up email (auto-triggered)
- Outcome data collected with consent for quality improvement
- All records stored in HIPAA-compliant system with 7–10 year retention
System Action: Automated follow-up sequence triggered upon procedure completion
Ready to Begin Your Journey?
Start with Step 1 — schedule a consultation and connect with our concierge team within 2 hours.