New Client Onboarding Checklist for Healthcare & Allied Health
A structured checklist for onboarding new patients, covering initial setup, expectations management, and relationship foundations for a successful engagement.
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
- 1Send a welcome email or letter confirming the engagement and key detailsCritical
- 2Set up the patient record in the CRM and treatment plan management system
- 3Schedule a kickoff consultation to align on scope, timelines, and expectationsCritical
- 4Collect all necessary patient information, documents, and access credentials
- 5Issue the initial invoice or set up the payment arrangementCritical
- 6Assign the internal team members responsible for the patient account
- 7Brief the team on the patient background, requirements, and any special needs
- 8Set up communication channels and confirm preferred contact methods
- 9Provide the patient with relevant documentation such as terms, processes, and FAQs
- 10Define and communicate the reporting schedule and format
- 11Establish treatment plan milestones and deliverable timelines
- 12Identify any risks or dependencies early and communicate mitigation plans
- 13Confirm emergency contact details and escalation procedures
- 14Send a follow-up summary of the kickoff consultation with agreed action items
- 15Schedule the first progress review consultation
Frequently Asked Questions
How do we set clear expectations with new patients?
Be specific about what is included in the scope and what is not. Confirm response times, consultation cadence, and communication channels in writing. Discuss what you need from the patient to deliver successfully, such as timely feedback and information. A well-defined statement of work and a service level agreement help prevent misunderstandings later.
What should be covered in a patient kickoff consultation?
Cover introductions of key team members on both sides, confirm the scope of work and deliverables, agree on timelines and milestones, establish communication preferences and frequency, discuss any risks or concerns, and align on how success will be measured. Keep the consultation focused and end with clear action items and owners.
What systems should be set up for a new patient?
At minimum, create a patient record in your CRM, set up a treatment plan in your treatment plan management tool, create a shared folder for documents, and configure any access the patient needs to your systems such as a reporting dashboard or patient portal. Ensure all team members know where to find patient information and how to log their activities.
Need help implementing these checks into your daily operations?
Our team can build custom checklists integrated into your daily operations workflow.