Reception & The Client Journey
IN THIS LESSON
All great Psychology Clinics are wizards at tracking incoming referrals. Lets make some magic.
This lesson is important to our clients and personally important to Nathan. In 2022, Nathan sought out a great Psychologist. They did not respond to the referral and contact Nathan, he had to call them. Then they said they could put him on a wait list. Nathan was on the waitlist for 10 months with not so much as receiving a text. Nathan called every 8-10 weeks and every time they said “it won’t be much longer”. Eventually, Nathan called and informed them he would need to look elsewhere, they agreed and said it was unlikely he would get in anytime soon. Nathan learnt in that moment that good mental health treatment is 60% the Psychologist and 40% the reception staff supporting the journey.
At the bottom you will find a written process document. Feel free to save this to your computer for future reference.
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Download the process document to track incoming referrals as well as two opportunities for us to enhance this in the future
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Download the script which can be used as a guideline when booking recurring appointments. This allows standardised client journey for all