Daily Customer Follow-Up Checklist for Healthcare & Allied Health
A checklist for managing daily patient communications, follow-ups, and relationship-building activities to maintain high service standards.
Includes safeguards for Australian Privacy Principles (APPs), Medicare compliance, and health record management under the My Health Records Act. All patient data handling follows AHPRA guidelines.
Complete Checklist
- 1Review all new patient enquiries received since the last checkCritical
- 2Respond to all outstanding patient emails within the agreed service levelCritical
- 3Return any missed phone calls from patients or prospects
- 4Follow up on any quotes or proposals that are awaiting a patient response
- 5Check the status of any patient orders in progress and proactively update patients
- 6Review and respond to any online reviews or social media mentions
- 7Address any open patient complaints or service issuesCritical
- 8Confirm upcoming appointments, bookings, or scheduled deliveries with patients
- 9Send thank-you messages to patients who completed a purchase or service
- 10Update the CRM or patient database with any new information or interactions
- 11Identify any patients at risk of churning and plan a retention action
- 12Review patient feedback forms or survey responses received
- 13Escalate any complex patient issues that require management attention
- 14Log all follow-up activities completed for the day
Frequently Asked Questions
How do we prioritise follow-ups when there are many to complete?
Prioritise complaints and urgent issues first, then time-sensitive opportunities such as expiring quotes, followed by routine follow-ups. Use a simple tagging or flagging system in your CRM or email to categorise enquiries by urgency. Delegate where possible to ensure all patients receive timely attention.
What is an acceptable response time for patient enquiries?
Australian patients generally expect a response within 24 hours for email enquiries and within a few hours for phone messages. For social media messages and live chat, same-day responses are expected. Setting clear internal service level targets and measuring against them helps maintain consistency.
Should follow-up activities be tracked in a CRM system?
Yes, tracking follow-ups in a CRM ensures nothing is missed and provides a complete history of patient interactions. Even a simple spreadsheet is better than relying on memory. For growing businesses, a dedicated CRM system pays for itself through improved patient retention and more efficient follow-up processes.
Need help implementing these checks into your daily operations?
Our team can build custom checklists integrated into your daily operations workflow.