For a coordinator following up with someone who asked about a consultation. Keep treatment suitability with the qualified practitioner, and base contact on the person's recorded preference.
Consult record
Inquiry reference: [ ]. Person's stated interest: [ ]. Contact preference and permission: [ ]. Consultation already booked: [ ]. Questions waiting for a practitioner: [ ]. Price information requested: [ ]. Follow-up date chosen: [ ]. Staff owner: [ ].
Do not turn curiosity about a service into agreement to a procedure. Remove declined and opted-out records from sales outreach.
Invitation to continue
"Hello [name], this is [clinic]. You contacted us about [general consultation topic]. Would you like help arranging a consultation, or would you prefer that we pause follow-up?"
Use a general description and the clinic's approved contact process. Do not expose sensitive personal concerns in routine texts or voicemails.
Suitability or result question
"[Practitioner role] can discuss suitability, expected options and limitations during the consultation. I can help arrange that conversation, but I cannot confirm a treatment or result from scheduling information."
Do not use urgency, appearance pressure or a promised outcome to get the booking.
Cost question
Provide the current approved consultation fee and any verified terms through the proper channel. Explain which treatment charges require a practitioner recommendation. Do not imply a discount, financing approval or package price that has not been confirmed.
Person wants time
"Would you like us to contact you on a date you choose, or would you prefer to get back to us?"
Record the choice. Do not automatically move to a different channel after silence.
Stop and handoff rules
Any reply pauses automation. A booking cancels consult prompts. A decline or opt-out stops sales contact. Clinical questions go to the practitioner. Changed timing creates a new agreed date, not a shorter follow-up interval.
Review whether the coordinator used the person's actual request, whether answers stayed within their role and whether replies reached the right person. Use those observations to adjust the process without inventing a reactivation success rate.
Put the process to work
Connect consult follow-up and booking
Use the document with your team. When the process needs to run across calls, forms, appointments and follow-up, TQP can configure the receiving workflow and the staff handoff.
Explore the implementation