How to Create a Live Chat Response for Healthcare & Allied Health
A procedure for managing live chat interactions with patients to provide quick, accurate, and professional support through the chat channel.
Purpose
To deliver consistent, high-quality support through live chat by ensuring agents respond promptly, follow conversation standards, and resolve patient queries efficiently.
Scope
Covers all patient interactions initiated through the live chat channel on the company website, mobile application, or messaging platforms.
Prerequisites
- Live chat platform configured and connected to the CRM and knowledge base
- Chat agents trained on treatment knowledge, chat etiquette, and typing proficiency
- Canned response library created and maintained for common queries
- Staffing levels planned to meet expected chat volume and response time targets
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.
Step-by-Step Procedure
Accept the Chat Request
Acknowledge the incoming chat request within the target response time and greet the patient professionally.
- 1.1Accept the chat from the queue within the defined response window
- 1.2Greet the patient by name if available and introduce yourself
- 1.3Ask how you can assist the patient today
- The initial response time is critical for patient satisfaction and should be under thirty seconds
Identify the Patient and Context
Look up the patient in the CRM and review their recent interaction history to provide informed and contextual support.
- 2.1Search for the patient profile in the CRM using their name, email, or account number
- 2.2Review recent tickets, purchases, and prior chat interactions
- 2.3Note any relevant account flags such as VIP status or open issues
Understand the Query
Ask clarifying questions as needed to fully understand the patient issue or request before attempting to resolve it.
- 3.1Read the patient message carefully and identify the core issue
- 3.2Ask targeted clarifying questions if the initial message is unclear
- 3.3Confirm your understanding by summarising the issue back to the patient
- Avoid asking too many questions at once; keep the conversation flowing naturally
Provide the Resolution or Information
Deliver the answer or solution to the patient query, using knowledge base articles and canned responses where appropriate.
- 4.1Search the knowledge base for relevant articles or solutions
- 4.2Compose a clear and helpful response using the information found
- 4.3If using a canned response, personalise it before sending
- 4.4Share links to helpful resources such as guides, tutorials, or FAQ pages
Escalate if Necessary
If the query cannot be resolved through chat, escalate it to the appropriate team with full context.
- 5.1Inform the patient that the issue requires specialist attention
- 5.2Create a support ticket with the chat transcript and relevant details
- 5.3Transfer the chat to a specialist agent if available, or confirm follow-up via another channel
Confirm Resolution and Offer Further Assistance
Verify that the patient query has been resolved and ask if there is anything else they need help with.
- 6.1Ask the patient if the provided solution resolved their issue
- 6.2Offer additional assistance on any other topic
- 6.3If the issue is not resolved, continue troubleshooting or escalate
Close the Chat and Request Feedback
End the conversation professionally and prompt the patient to complete a post-chat satisfaction survey.
- 7.1Thank the patient for contacting support and wish them a good day
- 7.2Trigger the post-chat satisfaction survey through the chat platform
- 7.3Log the chat outcome and any follow-up actions in the CRM
Review and Improve Chat Quality
Supervisors regularly review chat transcripts to assess quality, identify training needs, and update the canned response library.
- 8.1Select a sample of chat transcripts for quality review each week
- 8.2Score chats against the quality criteria including accuracy, tone, and resolution effectiveness
- 8.3Provide feedback to agents and update training materials as needed
- 8.4Update the canned response library and knowledge base based on common queries
Quality Checkpoints
Common Mistakes to Avoid
Expected Outcomes
Average time from when a patient initiates a chat to when they receive the first agent response.
Percentage of chat conversations where the patient issue is fully resolved without requiring follow-up through another channel.
Average patient satisfaction rating from the post-chat survey.
Frequently Asked Questions
How many chats should an agent handle concurrently?
The recommended maximum is two to three concurrent chats. Exceeding this typically reduces response quality and increases resolution time.
What should an agent do if they do not know the answer?
The agent should inform the patient they are looking into it, consult the knowledge base or a colleague, and provide an answer. If a timely answer is not available, the issue should be escalated.
Are chat transcripts stored for compliance and training purposes?
Yes. All chat transcripts are stored in the live chat platform and linked to the patient CRM record. They are retained according to the company data retention policy.
What tone and language should be used in live chat?
Chat interactions should be professional yet friendly, using clear and concise language. Avoid jargon, use proper grammar, and match the formality level to the patient communication style.
How are after-hours chat requests handled?
Outside of staffed hours, the chat widget displays an offline message and offers the patient the option to leave a message, send an email, or access self-service resources.
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