Outcome
To book a client in with a colleague in a way that client clearly understands and commits to the journey ahead.
When to be used?
When you are unable to see the client regularly or at convenient times to maintain their best care journey.
When we have a new practitioner who has more available times and will suit the client (personality, pathology, goals, etc.)
Who is responsible?
Practitioner caring for the client and Practitioner serving the client at handover.
How we measure our success with handovers?
REBOOKING PERCENTAGE (calculated on dashboard)
Procedure and script for handovers
Current Practitioner defines management/treatment plan in appointment
Current Practitioner introduces New Practitioner (observation)
"[Client Name] I’d like to introduce you to [New Practitioner Name]. [New Practitioner Name] is joining us today as I’d love to get his/her advice on what we're currently doing and how we could improve your outcome moving forward"
Current Practitioner informs New Practitioner of management/treatment plan
"So [New Practitioner Name], What we are working on with [client name] is [insert focus]. Our plan is to work with [client name] [Insert plan] to help him/her do [clients outcome/goal]."
Current Practitioner Outlines Client Care transfer to client (make sure notes up to date, handover template complete)
"[client name] what we’re going to do is have [New Practitioner] continue your care moving forward from here. Given his/her expertise in [client condition/issue], you are going to be in the best hands to get you to [insert client outcome]. We’ve got a great plan over the next [time period] to get you functioning a whole lot better and i will be able to check in with [New Practitioner] on your progress."
Current Practitioner handover client to admin and informs of New Practitioner involvement
"[Admin Name], we have just seen [Client Name] today for our [Appointment Type/Name]. We have discussed working together over the next [Time Period] doing [Appointment Frequency] with a review on the [# of last appointment]."
Thank client for attending appointment
"[Client Name], I’m going to leave you in [Admin Name] capable hands. [Admin Name] is going to help organise us from here. Have a fantastic day."
Admin reinforces management/treatment plan and confidence in New Practitioner to client
"Thanks [Practitioner Name]. So [Client Name], from what [Practitioner Name] has recommended for your plan. Most people like to organise their schedule in advance so that they get the best times. Can i do that for you now [Client Name]?"
Admin organises journey ahead and processes appointment Process