Adaptive journeys across service lines, owned by non-technical staff.

We built a separate nurture journey for each of Compass's service lines, so every new enquiry receives content about the treatment they're actually interested in.

How it works

1. 1
   Form-fill trigger: Every journey is triggered by a website form submission, replacing the previous manual enrolment. The patient's "interested in" selection on the form decides which journey they enter.
2. 2
   Four service-line journeys: Separate workflows and email series for pain management, TBI, longevity and precision lipo.
3. 3
   Condition-level branching for pain management: Pain management is the largest service line, so the workflow branches again by condition:

   • Back, neck and spine (for example epidural steroid injections, the Intracept procedure and radiofrequency ablation)
   • Knee pain (added as its own segment, since knees are the most common joint enquiry)
   • Joints and muscles (for example joint and trigger point injections)
   • Nerves and complex pain (for example nerve hydrodissection, peripheral nerve stimulation and nerve blocks)
4. 4
   Content built around what makes Compass different: Emails cover their approach to diagnosis before treatment, treating the body as a connected system, and their range of treatment options including regenerative medicine, with links to the relevant condition pages on their website.
5. 5
   One set of emails for every clinic: The journeys were first built for a single location. We used calculated properties to pull in the right clinic contact details from each patient's chosen location, so the same workflows and emails now run across every clinic without duplication.
6. 6
   Automatic exit once seen: Before every email, the workflow checks whether the patient has become an Established Patient. Once they've been seen, they stop receiving the journey.
7. 7
   Thank-you pages: Each form now leads to a thank-you page that tells the patient what to expect next, replacing a blank confirmation page.

The original new-lead journey ran for around 10 days. The team was calling new enquiries within hours, but some patients never answered, and after the journey ended there was no further contact.

How it works

1. 1
   Who's included: Patients who completed a form but never booked an appointment, based on appointment data synced from their EMR.
2. 2
   Timing: Follow-up emails at 1, 2 and 6 months after the original journey ends.
3. 3
   Educational, not promotional: Rather than repeated reminders to book, each email explains something useful. For pain management and regenerative medicine, the series covers the body's natural healing window, how regenerative treatments can support repair, and why acting early matters. The TBI series covers how the brain adapts after injury, why a normal scan doesn't always tell the full story, and the value of multidisciplinary care, with each email referencing published research.
4. 4
   A gentle call to action: Each email ends with an invitation to book a consultation.

Live for the pain management and regenerative medicine journeys.

When a patient is recommended a treatment in clinic but wants time to think about it, Compass needed a way to send the quote, follow up, and see every outstanding quote in one place. HubSpot Revenue Hub was an option, but its main extras, e-signatures and taking payment inside the quote, weren't needed. We built the process with tools already in their HubSpot account instead.

How it works

1. 1
   Tracked quote delivery: The team uploads the quote to HubSpot's sales documents tool and sends it in a one-to-one email. The email is logged on the patient's contact record, and the team is notified when the quote is opened.
2. 2
   One property to start the process: Staff set a "Service Quoted" property on the patient's contact record when a quote goes out. Appointment data syncs one way from their EMR, so this was built on the contact record to avoid touching that data.
3. 3
   Automatic ticket creation: A workflow picks up the property, creates a ticket in a dedicated Quotes pipeline, copies across the clinic location. The property then clears itself automatically, so the same patient can be quoted again later and each new quote creates its own ticket.
4. 4
   Follow-up sequence: A second workflow, running off the ticket rather than the contact, enrols the patient in a follow-up email sequence once the quote is marked as sent. They're removed as soon as the ticket moves to Accepted or Declined.
5. 5
   One view of every quote: The Quotes pipeline board shows every outstanding quote, filterable by stage and location. A reporting dashboard tracks quote value and the number of quotes at each stage.

1. 1
   Quote sent

   Tracked document emailed to the patient

2. 2
   Ticket created

   Opens in the Quotes pipeline

3. 3
   Follow-up runs

   Short email sequence to the patient

4. 4
   Outcome tracked

   Sequence stops when accepted or declined