Communication Policy
All phone calls, text messages and emails are to be answered immediately upon receipt, even if only to acknowledge you have received the communication.
You must answer your mobile phone if the clinic director calls, unless you are consulting with a client. If you are unable to take the call, either briefly answer to say you will call back soon, or send an automatic text that says “I’ll call you back soon”.
Emails sent from the clinic director must be replied to immediately, even if only to acknowledge you have received the email. If you do not have time to answer fully, state this in your reply, and follow up the email at your earliest convenience.
When leaving a message on day notes, always end with your initials.
If a day note needs immediate action on a certain day, copy the day note as a causal appointment in the appointment book for the relevant person
All messages sent through the Front Desk Messaging system are to be polite, direct, and sent with consideration that the client may also be able to read it.
All messages are to be replied to upon receipt
All text messages from clients are to be replied to immediately with no exception
Admin team will sort emails into correct folders (including looking in junk folder).
During business hours, all emails received from clients are to be answered within 2 hours. Answered emails are either deleted or archived.
If an email is received outside business hours it is to be answered as early as possible on the following business day.
If an email can be addressed by admin (eg. loading client files to profile, responding to emails that do not need practitioner's direct input) then must be done so within the 2 hours
If an email is directed to a specific person and is sent to another email (eg. info@), it is to be forwarded immediately to the relevant person, and that person is to be notified on slack. The recipient must acknowledge receipt and deal with the email accordingly.
If an email is intended for the clinic director and it is an issue that can be resolved immediately by administration staff, the administration staff is permitted to reply to the email, stating that you have passed the message on to the clinic director. Then cc the email to [clinic director email].
If an email contains confidential client information it is to be treated in accordance with our Confidentiality Policy, and securely passed on to the relevant practitioner.
If a practitioner receives an email from a referrer it is to be replied to on the same day and then again at the next contact with the relevant client.
All phone calls to the clinic are to be answered within 4 rings. Aim to answer within 2 rings if possible.
It is essential that you use the prescribed phone scripts at every opportunity.
All information about clients to be sent to the correct Practitioner
All other information to be placed into the admin channel
Please refer to our Social Media policy for details regarding what is acceptable and unacceptable use of communication with social media.