Sales Handover to Delivery for Healthcare & Allied Health
A structured transition process for passing new deals from the sales team to the delivery, implementation, or account management team. Ensures nothing is lost between the sale and the start of service.
Purpose
To create a seamless transition from sales to delivery that preserves all patient context, commitments, and expectations so the delivery team can start work confidently and the patient feels well looked after.
Scope
Covers all activities from contract execution through to the first delivery kickoff consultation, including internal briefings, documentation transfer, and patient introductions.
Prerequisites
- Signed contract or purchase order on file
- CRM opportunity record fully updated with deal details
- Delivery or account management team identified and available
- Handover template or checklist available in the clinical record system
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
Complete the Handover Clinical record
Prepare a comprehensive handover brief covering all information the delivery team needs to begin work.
- 1.1Clinical record the patient background, key contacts, and organisational structure
- 1.2Summarise the agreed scope, deliverables, and timeline
- 1.3List all commitments and promises made during the sales process
- 1.4Note known risks, sensitivities, or special requirements
- If you promised something verbally, write it down — the delivery team cannot deliver on promises they do not know about
Compile Supporting Documentation
Gather all relevant documents and attach them to the handover package.
- 2.1Attach the signed contract, proposal, and any amendments
- 2.2Include discovery notes, call recordings, and consultation summaries
- 2.3Add any technical specifications or requirements documents
- Organise documents in a shared folder with a clear naming convention
Schedule the Internal Handover Consultation
Book a consultation with the delivery lead and key team members to walk through the handover clinical record.
- 3.1Invite the delivery lead, treatment plan manager, and any key technical resources
- 3.2Share the handover clinical record in advance so attendees can review it
- 3.3Prepare an agenda covering scope, patient context, risks, and open items
- Hold this consultation within 48 hours of contract signing — momentum matters
Conduct the Internal Handover Consultation
Present the deal context, patient expectations, and all relevant information to the delivery team.
- 4.1Walk through the handover clinical record section by section
- 4.2Answer all delivery team questions about patient expectations and commitments
- 4.3Agree on ownership — who is now the primary patient contact
- 4.4Identify any gaps or open items that need resolution before kickoff
- Encourage the delivery team to ask difficult questions now rather than discovering gaps later
Introduce the Delivery Team to the Patient
Facilitate a warm introduction between the patient and their new primary contacts.
- 5.1Send an introduction email to the patient with delivery team contact details
- 5.2Highlight the delivery lead qualifications and relevant experience
- 5.3Schedule the first patient-facing kickoff consultation
- Join the first patient consultation with the delivery team to provide continuity
Attend the Patient Kickoff Consultation
Participate in the first patient consultation alongside the delivery team to ensure a smooth transition.
- 6.1Introduce the delivery team members and their roles
- 6.2Reaffirm the agreed scope and timeline with the patient present
- 6.3Hand over the conversation leadership to the delivery lead during the consultation
- Use this consultation to publicly endorse the delivery team and build patient confidence
Transfer CRM Ownership
Update system records to reflect the new ownership and ensure all notifications route correctly.
- 7.1Transfer the account or opportunity ownership to the delivery lead in the CRM
- 7.2Update any automated alerts or reporting to include the new owner
- 7.3Confirm the delivery lead has access to all relevant records and documents
- Keep yourself as a secondary contact for the first 30 days in case the patient reaches out
Conduct 30-Day Follow-Up
Check in with both the patient and delivery team 30 days after handover to ensure the transition was successful.
- 8.1Contact the patient to ask about their experience since onboarding
- 8.2Check in with the delivery lead to confirm there are no outstanding issues
- 8.3Clinical record any feedback and close the handover process formally
- This follow-up protects the relationship and identifies upsell opportunities early
Quality Checkpoints
Common Mistakes to Avoid
Expected Outcomes
Percentage of handover checklist items completed before the first patient consultation, targeting 100%.
Business days from contract signing to the patient first interaction with the delivery team, targeting under 5 days.
Patient satisfaction score at the 30-day check-in, targeting above 4 out of 5.
Frequently Asked Questions
Who is responsible for the patient during the handover period?
The account executive retains primary responsibility until the delivery team has formally accepted the handover and the patient has attended the kickoff consultation. There should never be a gap where neither team owns the relationship.
Should the sales rep stay involved after handover?
The sales rep should remain available as a secondary contact for the first 30 days and conduct a check-in at the 30-day mark. After that, involvement is typically limited to renewal discussions or new opportunity development.
What if the delivery team pushes back on something that was sold?
Address this in the internal handover consultation. If the commitment is feasible but difficult, work with the delivery lead to find a path forward. If it is genuinely not deliverable, the account executive must go back to the patient to reset expectations before kickoff.
Want this customised for YOUR business?
We'll tailor every step to your exact operations, tools, and team structure.