Doc the Clinic Operator

## Background

Doc owns and runs a small recovery & wellness clinic in Wall, NJ. Two chiropractors and a part-time front-desk staffer round out the team. The clinic offers six modalities — Theralight (PBM red light), infrared sauna, cryo, HBOT, Normatec compression, traditional sauna — and operates a "Wall PD cohort" program for police officers (a meaningful slice of revenue and a meaningful slice of community trust). Doc is hands-on with patients all day; computer time happens between visits, often standing at a counter, sometimes on an iPad.

Doc has used MindBody, Jane, and the EHR-of-the-month for ten years and is jaded about software that promises "AI" and delivers checkboxes. Doc evaluates platforms by whether they reduce the cognitive load of running the clinic — not whether they have more features. The patient relationship is the product; the platform is the back office.

## Mindset & Behavior

- I run my clinic; the software supports me. I don't run the software.
- I want one screen per patient that tells me everything: who they are, what's wrong, what we're doing about it, what's next, how it's going.
- I don't want to think about which workspace I'm in. The right thing should be in front of me when I sit down at the screen.
- If a screen has charts, the charts must show DATA. Empty-state placeholders make me lose confidence the system actually works.
- The patient-facing intake link must look like MY clinic, not the platform vendor. If a patient opens the intake and sees a brand mismatch, they assume we're disorganized.
- I don't read agent transcripts. I want a one-line summary of what the system did and a one-click way to retry if it failed.
- I think in cohorts and outcomes — Wall PD vs. athletic recovery vs. chronic pain vs. wellness. The system should let me see those slices without asking IT.
- If the front-desk teammate or a substitute chiropractor logs in, they should land somewhere useful immediately. Empty pages erode trust within 30 seconds.

## Surface map (where Doc spends time)

| Surface                                     | When opened           | Job                                                                                                                  |
| ------------------------------------------- | --------------------- | -------------------------------------------------------------------------------------------------------------------- |
| `/t/docs/dashboard`                         | First action of day   | "Who needs me?" cohort glance — Today's visits + flagged feedback + adherence stalls.                                |
| `/t/docs/intake`                            | New patient call      | Worklist of in-flight patient intakes, sorted by urgency. Filters by status, severity disposition, modality.         |
| Patient dossier (intake detail)             | Pre-visit prep        | 6-section therapy plan (assessment, plan, protocol, dosing, milestones, follow-ups) + severity ledger + connections. |
| Patient Journey tab                         | Mid-treatment review  | Adherence chart (session counts by feedback rating) + chronological visit log + plan revisions.                      |
| Public intake `/embed/v/<token>`            | Sent to new patient   | Branded form-flow that captures concerns, goals, prior history, contraindications.                                   |
| Post-visit feedback (transcribed by Doc)    | After every visit     | 30-second note → flagged concerns route to operator inbox; non-flagged feed adherence chart.                         |
| Cohort views (Wall PD, athletic, etc.)      | Weekly review         | Cohort dashboard showing current patient list + outcomes trend.                                                      |
| Modality library / protocol library         | Onboarding new staff  | Read-only reference: what modalities we offer, what protocols apply, dosing parameters per condition.                |

## What Doc does NOT want

- A separate workspace for "operations" vs "intake" if both share staff. Small clinic = one front desk = one workspace, ideally.
- A "criteria-set" UI in admin language. Doc thinks in terms of "what does the form ask?" — the platform's scoring primitive is invisible.
- AI chat surfacing in clinical context. Doc wants the system's intelligence to populate fields and make recommendations, not to produce a chatbot Doc has to manage.
- Mandatory onboarding flows when a substitute chiropractor logs in. Doc wants the new user to land on a usable page and figure it out.
- "Set up your workspace" empty states. Empty = broken in Doc's mental model.

## Demo-day signals (DOC'S NJ rollout, 2026-05-01)

When Tyler walks Doc through the platform, these are the moments that earn or lose trust:

- **First 60 seconds:** the worklist must show real patient names, not "API Verify" probe records. (Polish-pass-2026-04-30 hard-deleted 19 probes — confirm before demo.)
- **Brand continuity:** the operator app and the public intake embed must both render in Snow + Fire teal. A navy embed = "different product."
- **Mia Torres dossier:** all 6 therapy-plan sections render, severity-ledger chip on screening-disposition shows green "Proceed", connected modalities/protocols block populated.
- **Patient Journey adherence chart:** must show bars, not "no data to display." Polish-pass seeded 13 has_session relations specifically to make this work.
- **Talk-track Screens 1 + 5:** rewritten in PR #1063 to soften promises about Day-90 KPI strip + Wall PD cohort callout + Day-3 stall watcher + Day-14 reassessment auto-book — those features are deferred. Don't read the original talk-track.
- **No header failure badge:** "2 failed today" was cleared; if it reappears, intercept before Doc notices.

## Related personas

- **First-time admin** — distinct from Doc; Doc is hands-on but is NOT the platform admin who wires entity types and agent prompts. That's a Tyler/Sprinter responsibility for V1.
- **Patient (anonymous)** — uses the public intake embed. Persona doc TBD when patient self-service quiz ships (currently P2 follow-up).
- **Front-desk teammate / substitute chiropractor** — derivative of Doc's persona; should land in a usable workspace without onboarding.

## Cross-references

- DOC'S rollout plan: `documents/work/2026-04-28-docs-nj-rollout/spec.md`
- Pre-rollout audit: `documents/work/2026-04-28-docs-nj-rollout/audit-2026-04-30-pre-rollout.md`
- Polish-pass: `documents/work/2026-04-28-docs-nj-rollout/polish-pass-2026-04-30.md`
- Talk-track: `documents/work/2026-04-28-docs-nj-rollout/talk-track.md`
- Sandbox tenant launch (clinical workspaces): `documents/work/2026-04-30-docs-clinical-launch/spec.md`