Avenier Lab / Concept study
Laurelwell Community Care
Care works betterwhen the organizationworks together.
A connected care concept exploring how primary care, behavioral health, community services, and the systems behind them can work as one experience.
- Primary Care
- Behavioral Health
- Community Services
One connected experience
Concept study / Connected care
Decisions that shaped the concept
Three decisions changed the direction.
Each started with something we noticed about how people find care, move between teams, or get support—and became a rule for the experience we designed.
Patients arrive with four questions, not a department name.
Decision in practice / Website The friction
People need to know where to go, whether a location can help, what happens after they submit a request, and whether they need transportation.
See this in the websiteThe design response
Organize around need.
- Needs
- Next steps
- Orientation
Care starts online but often finishes by phone.
Decision in practice / Software The friction
Responsibility changes hands, and people often repeat information at each handoff.
See this in the softwareThe design response
One shared request.
- Status
- Ownership
- Handoff
Access support has to be visible at every step.
Decision in practice / Connected experience The friction
Transportation, language, and other access needs are often discovered too late.
See this in the connected journeyThe design response
Access is part of the journey.
- Language
- Transportation
- Support
01— TECHNOLOGY DIRECTION
Patient-journey blueprint
A blueprint and operating model that connect the website, intake, and follow-up around one request.
Patient-journey blueprint
One request / Shared context / Clear next steps
From
Website · Intake · Phone · Programs · Follow-up — working as separate moments
To
One connected patient journey
Layer 01 / Patient experience
01
Find care
Where should I go?
- Website
- Locations
- Services
- Fit / eligibility
02
Request
What do you need?
- Shared intake
- Reason for request
- Preferred contact
- Access needs
03
Prepare
What happens next?
- Instructions
- Documents
- Transportation
- Language support
04
Receive care
Who is helping?
- Primary care
- Behavioral health
- Community services
- Care-team handoff
05
Follow up
What happens after?
- Next step
- Named responsibility
- Patient update
- Referral / continuation
Layer 02 / Connected operations
One request / Shared context
Laurelwell Care Record
- Need
- Status
- Owner
- Access needs
- Next step
- Follow-up
Layer 03 / Organizational foundation
- Primary care
- Behavioral health
- Community services
Operating foundation
Ownership
Someone knows who acts next.
Status
Staff can see where the request stands.
Handoff
Context moves with responsibility.
Access
Language and transportation needs remain visible.
The direction
Don't ask patients to understand Laurelwell's organization. Connect Laurelwell around the journey patients already experience.
02— WEBSITE DEVELOPMENT
Make finding care feel simpler.
The patient-journey blueprint becomes a public experience—helping someone understand where to start, what support is available, and what happens after they ask for help.
The experience priority
Organize around the questions people arrive with, not the departments Laurelwell operates.
Website development
A connected digital front door for community healthcare.
Beyond the screen
The interface is onlypart of the system.
Making care easier to navigate also means designing for the environment the experience operates within.
Beyond the interface
Healthcare experiences have requirements beyond the interface.
Healthcare websites have to balance a clear patient experience with privacy, security, accessibility, and the realities of handling sensitive information. Avenier would treat those requirements as part of the architecture rather than something added after the experience is designed.
- 01
Privacy by design
Collect only what the experience needs, and consider where sensitive information would move.
- 02
Secure architecture
Proposed access controls and hosting choices, matched to how sensitive the system is, and requiring validation.
- 03
HIPAA-aware delivery
If protected health information were involved, HIPAA safeguards and vendor agreements would need review.
- 04
Accessible experiences
Design so more people can understand, navigate, and use the experience.
Compliance is a system requirement, not a badge on a website.
Concept study: these are proposed considerations. No patient data is processed, and nothing here is a compliance, security, or certification claim.
Different experiences. Different responsibilities.
Public website
Find care
- Understand services
- Find locations
- Explore providers
- Understand access support
- Request a starting point
Designed to reduce uncertainty before care begins.
Patient portal
Authenticated experience
- Upcoming visits
- Care-team messages
- Documents
- Access needs
- Next steps
Designed around controlled access to a continuing patient experience.
Portal prototype · fictional demo patient · concept study only
03— CUSTOM SOFTWARE DEVELOPMENT
Give every request a clear next owner.
Laurelwell Connect turns a patient request into a shared operational record—carrying need, status, ownership, access requirements, handoffs, and follow-up through the organization.
The operating priority
The patient should not have to coordinate Laurelwell because Laurelwell’s teams use different systems.
Laurelwell Connect
Staff software prototype
Appointments · Messaging · Billing · Care information
Appointments
Access needs travel with the visit, so transportation is solved before the patient arrives.
Messages
A patient’s question stays connected to the appointment and care request behind it.
Billing
Balances, payment plans, and assistance reviews sit beside the patient’s care.
ONE REQUEST.One connected operational record.
The request may move between teams, locations, and services. The operational context should move with it.
From direction to system
The interface changes.The operating principles don’t.
The Technology Direction work established four rules for the care journey. Laurelwell Connect turns those rules into visible system behavior.
01Ownership
Strategy
Someone knows who acts next.
Named owner
Every active request shows who currently owns the next action.
- Owner
- Behavioral Health Intake
- Next responsibility
- Coordinator contact
02Status
Strategy
Staff can see where the request stands.
Visible state
Requests move through a clear operational sequence.
- Requested
- Reviewing
- Contacting
- Scheduled
- Follow-up
03Handoff
Strategy
Context moves with responsibility.
Shared history
The receiving team can see what happened before the request reached them, what has already been asked, and what responsibility moved with the handoff.
- Request routed for review
- Behavioral Health Intake assigned
- Coordinator review started
04Access
Strategy
Support needs remain visible.
Persistent access needs
Transportation, language, and accessibility requirements stay attached to the same request instead of being rediscovered at each handoff.
- Transportation
- Requested
- Language support
- Not requested
- Accessibility
- None listed
Direction becomes usefulwhen the system makes it visible.
One request across Laurelwell
The request can move.The context shouldn’t disappear.
A patient may begin online, need access support, move into a care team, and require follow-up. Laurelwell Connect keeps the operational thread intact as responsibility changes.
Changes as the request moves
Public website
Request submitted
- Status
- Submitted
- Owner
- Intake queue
- Next step
- Review
Community Services
Access need identified
- Status
- Access review
- Owner
- Community Services
- Next step
- Confirm transportation
Behavioral Health
Request reviewed
- Status
- Awaiting coordinator review
- Owner
- Behavioral Health Intake
- Next step
- Coordinator contact
LW-1851 is here
Care Team
Visit coordinated
- Status
- Scheduled
- Owner
- Care Team
- Next step
- Prepare for visit
Follow-up
Next responsibility assigned
- Status
- Follow-up due
- Owner
- Care Team
- Next step
- Patient update
LW-1851
Stays with the request
- Need
- Behavioral health support
- Access need
- Transportation requested
- History
- Prior actions remain visible
The owner can change.The status can change.The next step can change.But the request does not start over.
The record underneath
Behind every numberis a request with an owner.
The dashboard is not the system. It is the view that shows staff where action is needed; the record underneath shows who owns it, what has already happened, and what comes next.
Care requests / LW-1851
LW-1851Behavioral Health Request
- Status
- Awaiting coordinator review
- Owner
- Behavioral Health Intake
- Location
- Main Campus
- Access support
- Transportation requested
- Next step
- Coordinator contact
- Follow-up by
- October 2
- Request
- Review
- Contact
- Schedule
- Care
- Follow-up
Request summary
- Reason for request
- Behavioral health support
- Preferred contact
- Phone
- Preferred location
- Main Campus
Access needs
- Transportation
- Requested
- Language support
- Not requested
- Accessibility
- None listed
Ownership
- Current owner
- Behavioral Health Intake
- Next responsibility
- Coordinator contact
Related care
- Primary care
- Dr. Elena Park, MD
- Community support
- Available if needed
- Request submitted through public website
- Transportation need identified
- Request routed for review
- Behavioral Health Intake assigned
- Coordinator review started
- Contact pending
FICTIONAL SOFTWARE PROTOTYPE. SYNTHETIC DEMONSTRATION RECORDS ONLY. NO REAL PATIENT INFORMATION IS USED OR ACCEPTED.
One journey. Two views.
The patient doesn’t needto see the workflow.They need to feel that it works.
Patient experience
What the patient sees
- Your request
- Behavioral health support
- Status
- We’re reviewing your request.
- Access support
- Transportation requested
- What happens next
- A member of your care team will contact you.
Internal queue names and staff workflow stay out of the patient’s view.
Staff operations
What staff see
- Request
- LW-1851
- Need
- Behavioral Health
- Status
- Awaiting coordinator review
- Owner
- Behavioral Health Intake
- Access
- Transportation requested
- Next step
- Coordinator contact
- Due
- October 2
Operational detail the patient does not need to manage.
The patient doesn’t need to understand how Laurelwell is organized.The system should.
The software principle
Build around responsibility, not departments.
04— COMMUNICATIONS DESIGN
Communications Design is still in development.
No communications materials have been produced for this study yet. The intended direction is to show how Laurelwell could communicate clearly around a request: confirmation, preparation, and follow-up.
Avenier Lab · Concept in development
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