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Careward

How it works

How a Careward episode runs after discharge.

One patient, one procedure, one pathway. Careward starts after discharge, follows up by SMS, answers from approved content, and surfaces the patients who need human review.

01

The episode is the unit of care.

Every enrolled patient has an active episode: procedure type, assigned pathway, daily check-in history, every message sent and received, every AI response, every escalation flagged or resolved. The episode closes when the pathway ends or the follow-up appointment is confirmed.

Starts
After discharge
Runs on
SMS + mobile web
Closes
Pathway end or follow-up confirmed

02

Build the pathway once.

Your team writes a day-by-day care timeline for each procedure type — the messages your patients receive, the Q&A pairs that answer routine questions from approved content, and the rules that flag a message for review.

A

Day-by-day messages

Each day in the pathway holds a message and an optional check-in prompt. Edits go live for the next episode you enroll.

B

Approved Q&A library

Pre-approve answers for the questions your patients always ask. The AI replies only from this library.

C

Red-flag triggers

Keywords and patterns route messages to the escalation console for human review.

03

Enroll in under 30 seconds.

When a procedure is complete, your team opens the enrollment form: patient name, mobile number, procedure type, and start date. Careward sends the first companion message within 20 minutes. Teams can enroll manually, import a daily CSV roster, or use CSV roster import and configured EHR/patient-portal hooks where available.

  1. 1Name + mobileFrom your patient record
  2. 2Procedure typeSelects the pathway
  3. 3Start dateSets Day 0
  4. 4SendFirst message goes out within 20 min

04

The companion your patient opens from a text.

The patient receives an SMS from your clinic's number with a link to their branded Careward companion — no app to install. The companion shows the day's instructions, a check-in prompt, and a way to ask questions. Careward's AI matches questions to your approved pathway content. If it can't match confidently, the question goes to your escalation queue.

Day 2 — Swelling often peaks today. Cold compress 15 min on, 15 min off. Reply "checkin" when you have a moment.
Is it normal that I can taste blood?
Yes — a metallic taste or light blood-tinged saliva for the first 24–48 hours is normal. Heavy bleeding or large clots → contact us right away.

Illustrative messages. Actual responses are generated from your practice's approved pathway content.

05

What your team actually has to handle.

The escalation console shows every message that needed human review — flagged by AI confidence below threshold, triggered by a red-flag keyword, or submitted after an urgent check-in response. Each escalation shows the full patient context. Your coordinator resolves it, adds a note, and the episode continues.

Example escalation — Day 4 post-extraction

"I have throbbing pain in my jaw that's getting worse, not better. The ibuprofen isn't helping."

Why this flagged

Symptom pattern not matched to approved pathway content. Routed to coordinator — human reviews and decides next steps.

Illustrative. Careward does not diagnose. Clinical staff review escalations and decide next steps.