BEST PRACTICES FOR FOLLOWING UP

Following up with our clients is extremely important but it can be difficult to find balance between making the client feel supported and being too intrusive. Here I will provide a few steps to make your follow up process simple and effective.

Why should I follow up?

• Following up makes the client feel valued.

• It reminds them they aren’t alone.

• It keeps the door open for future services.

What is the best method follow-up?

Text is the preferred method but be careful protect her confidentiality.

• Make sure you have permission to text her

• Use your first name but leave the center’s name out of it

• Don’t state the reason she visited or contacted you

• Never give medical advise or test results over text. Instead, ask for a call.

When should I follow up?

• Within one hour of initial contact

• After an appointment is scheduled

• After she visits the center

• If she misses an appointment

• If the client has not responded to your initial contact within 12 to 24 hours