Treatment coordinator follow-up checklist

A patient who has not decided after a consultation is not a lost sale. Often they need time, a question answered, or a cost explained again. The coordinator's job is to make that easy, not to push.

Before the patient leaves

• A written treatment plan with the options discussed and their costs. The GDC requires a written plan before treatment starts ^[1].
• The name and direct contact of one person to call with questions.
• Whether treatment is guaranteed, under what circumstances and for how long, if that applies ^[1].
• An agreed date and method for follow-up: "Would it help if I called you on Thursday?"
• If they are ready, the first treatment appointment booked before they leave.

The follow-up

1. Call at the agreed time, not before.
2. Ask whether they have any questions about the plan or the costs, and answer them or arrange for the clinician to.
3. If they want more time, agree the next date. Patients must have a reasonable amount of time to decide ^[2].
4. If they have decided not to go ahead, thank them and ask, only if they are happy to say, what made the difference.

Messages and confidentiality

Patients' information must be kept confidential and used only for the purpose it was given ^[3]. Voicemails and texts should not mention the treatment. "This is [name] from [Practice], following up as agreed. Please call me on [number]" is enough.

When to stop

• When the patient says no, or asks not to be contacted.
• After the follow-ups you agreed with them, unless they ask for another.
• Patients can withdraw consent or stop treatment at any time ^[2]; follow-up should never make that feel difficult.

What to record

For every consultation: date, plan given, follow-up dates agreed, outcome (accepted, more time, declined) and the reason if offered. These records feed the plan-accepted stage in the funnel calculator.