Clinic administration and communication
Keep administrative requests visible and owned
Use these guides to plan referral intake, contact updates, message follow-up and staff handovers. They cover administrative processes, with staff review at the points your practice chooses. They do not provide clinical or legal advice.
Practical administrative guides
Each guide includes a decision to make, specific operating checks and related reading for the next part of your process.
Organise referral intake and staff handover
Define administrative referral checks, missing-information tasks and staff ownership without turning intake automation into clinical triage.
Read the guideControl appointment waitlist offers and confirmations
Plan staff-approved waitlist eligibility, offer expiry and booking confirmation so one opening does not become competing promises.
Read the guideHandle patient contact-detail corrections carefully
Define clinic-approved verification, record matching and notification checks before changing a patient phone number or email address.
Read the guideFollow up failed patient administration messages
Build an owned queue for failed appointment messages, with delivery evidence, approved contact options and clear completion states.
Read the guideManage clinic cancellation requests without false confirmation
Keep cancellation requests distinct from completed appointment changes, with verified lookup, staff ownership and accurate patient updates.
Read the guideHand over unresolved clinic administration tasks between shifts
Keep callback requests, booking queries and failed messages owned across reception shifts with explicit next actions and acceptance.
Read the guideHandle repeated patient intake submissions without losing updates
Define how clinic staff review repeated intake forms, preserve amendments and check uncertain writes without automatically merging patient records.
Read the guideDefine how clinic messages involving family and carers are handled
Plan staff checks, approved contact channels and review queues for administrative messages from family members and carers.
Read the guideProve a clinic administration pilot before wider rollout
Define acceptance evidence for a bounded clinic administration pilot, including exceptions, destination checks and staff handover.
Read the guideEarlier reading
Healthcare AI guidance: earlier reading
Historical discussion of professional guidance. Check current regulator material and obtain appropriate advice before relying on a regulatory interpretation.
Appointment reminder planning
Earlier reading on reminders and attendance. Use your own practice records to assess results; do not treat example figures as predicted outcomes.
Discuss an administrative process
Describe the task, systems and staff responsibilities without sharing patient records. We can discuss the scope and checks for an administrative workflow. Keep clinical decisions and urgent care requests with your established care channels.