Reception · Workflow guide
A clearer front desk starts with the first enquiry.
Give every call and booking request a clear next step, while keeping your team in control.
Start with what patients need to know
Opening hours, directions, available services and how to request an appointment are everyday questions. Keep these details in one maintained source so reception can give a consistent answer. Decide who checks the information when clinic hours or services change.
Give each enquiry a next step
A useful reception workflow makes the next action clear: answer a routine question, record a booking request, or hand the conversation to a colleague. Record only the information needed to move that request forward. A request should remain a request until an appointment has actually been confirmed.
Make handoffs visible
When a conversation needs a person, the receiving teammate needs context: what was asked, what has already been explained and what remains unresolved. A short, structured handoff is easier to act on than a long unfiltered transcript. Keep clinical questions and urgent concerns within your clinic’s established staff-led process.
Review the workflow with your team
Look at unanswered enquiries, pending requests and conversations awaiting a response. Use that review to improve the information you provide and clarify ownership. Begin with a focused workflow before adding more automation.