📝 New Client To-Do List – Initial Consultation

(Reception/Admin Guide – Effect Exercise Physiology)

✅ 1. ARRIVAL / GREETING

Goal: Make a positive first impression

• Greet client warmly by name as soon as they enter

• Ask if they’ve completed the Client Contact Form online

  • If not: Provide form and say,
    “If you have any questions or need help, just let me know.”

• If they arrive 10+ minutes early, ask:
  “Would you like a cup of tea while you wait?”
  
  

✅ 2. DURING APPOINTMENT

Admin Tasks While Client is in Appointment:

• Process & scan all documents (referrals, plans, paperwork)

• Attach documents to the client's file in Cliniko

• Check the next 4 weeks’ availability

  • Look for consistent time slots that work with the client

  • Avoid times already booked by existing repeat clients
    
    

✅ 3. AFTER APPOINTMENT (REBOOKING)

Rebook the client for at least 4 appointments:

• Ask the EP: Weekly or fortnightly?

• Stick with consistent days/times where possible

  • Example: “Does Wednesday work for you each week?”

  • Avoid offering multiple days/times. Be confident.

Offer printed details:

• “Would you like me to print those for you or write them on a card?”
  
  

Reminder:

• Explain our Cancellation Policy:
  “If you can’t make it to any of those appointments, please give us a call 24 hours beforehand to avoid the cancellation fee.”
  
  

✅ 4. PAYMENT & WRAP-UP

• Confirm their funding type:

  • Work Cover / NDIS / DVA / Private / Medicare

• Ensure payment is arranged correctly or invoice sent

• Confirm next appointment:

  • “Your next appointment is 30 minutes on [Date] at [Time].”

  • “Do you have any other questions?”

  • “We look forward to seeing you on [Date/Time].”
    
    

Important:

• Ensure they leave with their exercise program (printed or emailed)