A practical resource for care teams

A calmer front desk starts with a shared checklist.

Use this administrative workflow checklist with your reception team. Adapt it to your clinic’s roles, channels and operating process.

Download editable checklist ↓
A person organising the clinic calendar

Before the clinic opens

  • Confirm today’s hours, service changes and reception contact details.
  • Review doctor availability, blocked periods and appointments due.
  • Check who owns unanswered calls, booking requests and WhatsApp replies.
  • Verify connected-channel status before relying on automation.

When a patient enquires

  • Answer routine questions from the clinic’s maintained information.
  • Record only the information needed for the administrative request.
  • Keep booking requests separate from confirmed appointments.
  • Hand clinical or urgent concerns to the clinic’s established staff-led process.

At arrival and handoff

  • Record arrival separately from the appointment record.
  • Use agreed queue states: Waiting, Called, With doctor and Completed.
  • Make the next responsible teammate and outstanding action visible.
  • Check current availability before confirming a changed appointment time.

For reminders and follow-ups

  • Give each message a clear purpose and one useful next action.
  • Review consent, recipient selection and applicable provider requirements.
  • Keep queued, sent, delivered, replied and booked as distinct states.
  • Assign someone to review patient replies and requests that need a person.

At the end of the day

  • Review unresolved enquiries and identify the next owner.
  • Review cancellations and no-shows using recorded workflow states.
  • Note missing history and untracked sources instead of reporting them as zero.
  • Update the clinic information that caused repeated questions.