Recording & tracking new client inquiries
None

A couple of months ago, Amanda P. posted about a great way to track incoming calls in the Solo Practice topic area.  

I've been doing this for a couple months and it has really helped me...

I created a fake client called "Incoming Calls" (you can call it whatever you like, maybe Potential Referrals).  Whenever I get a referral, I create a chart note with their information.  That way, if I have to leave a message and they call back, I still have all their information in one place as opposed to finding the piece of paper I scribbled information on from weeks ago.

It really is a great idea. I took it one step further and created some prompts, which I'd like to share here.

Named it "@New Patient Queries" - the @ is to keep it at the top of my client list in SP. The prompts template is in the first note - when someone calls, I copy paste the template into a new chart note for the current caller/emailer, prompting me to record their info, including the all-important 'Outcome" and "Next Steps". 

Name:

Phone:

Email:

Referral Source:

Seeking:

Outcome of Call:

Next Steps:

Unfortunately, you have to be logged into the website to access the 'chart notes' function - the android app only creates notes for a scheduled appt. Wish there was a way to record new calls (and clinical info other than a schedule session) on the app, since I use a cell phone as my practice line and could be anywhere when a prospective client calls. 

 

9 comments

  • Avatar
    Gillian

    Laura, what a fantastic way to organize your wait list! Thank you for sharing this creative use of Progress Note templates. 

    Laura, what a fantastic way to organize your wait list! Thank you for sharing this creative use of Progress Note templates. 

  • Avatar
    Anne Marie Brooks, LMSW

    Laura, I absolutely love this idea of keeping track of prospective clients! I have pieces of paper at home and at my office and have not found a way to keep track of them all! I too use my mobile phone to answer calls for my solo PP and I also wish that the app had access to chart notes to keep the flow in one place rather than on paper! Thank you for sharing!

    Laura, I absolutely love this idea of keeping track of prospective clients! I have pieces of paper at home and at my office and have not found a way to keep track of them all! I too use my mobile phone to answer calls for my solo PP and I also wish that the app had access to chart notes to keep the flow in one place rather than on paper! Thank you for sharing!

  • Avatar
    Jumoke Omojola

    Thank you Laura

    That piece of paper I wrote the info on has a life of its own.

    Great Idea. I am using this right away

    Thank you Laura

    That piece of paper I wrote the info on has a life of its own.

    Great Idea. I am using this right away

  • Avatar
    Sara Sedlik

    thank you!! best ever.

    thank you!! best ever.

  • Avatar
    Hawanya B. Miller

    Hello Laura, this is an awesome idea. I wonder if you created a recurring appointment for this "phone intake" client so you may see notes and create notes via the mobile app. Thanks again

    Hello Laura, this is an awesome idea. I wonder if you created a recurring appointment for this "phone intake" client so you may see notes and create notes via the mobile app. Thanks again

  • Avatar
    Victoria Davenport

    Hello, I created a progress note form named @New Patient Queries with the information listed above: name, phone, email, etc... I then created a procedure code of No Charge and made this code the default for the "@New Patient Queries" patient. This way when I receive a call I can just add it as an appointment on the calendar and I can just click on the note and select the progress note named @New Patient Queries (which is the first on the list). This has been a wonderful tool thank you... 

    Hello, I created a progress note form named @New Patient Queries with the information listed above: name, phone, email, etc... I then created a procedure code of No Charge and made this code the default for the "@New Patient Queries" patient. This way when I receive a call I can just add it as an appointment on the calendar and I can just click on the note and select the progress note named @New Patient Queries (which is the first on the list). This has been a wonderful tool thank you... 

  • Avatar
    Laura E. Forsyth

    Inspired by Victoria, here's my New Inquiry Note template. The preview doesn't show any short/long answer fields for names of referring clinicians and 'other' responses. Save but don't lock the note to enter follow-up attempts/contacts later. 

    Wish there was some way to transfer the data from the 'Disposition' item from each 'session' to a spreadsheet, in order to track the conversion rate (inquiries/appts scheduled).  Will just have to do it by hand for now. 

    Why is it so much more fun to mess with making new forms and share them with y'all than to finish my session notes? Back to work....

    Inspired by Victoria, here's my New Inquiry Note template. The preview doesn't show any short/long answer fields for names of referring clinicians and 'other' responses. Save but don't lock the note to enter follow-up attempts/contacts later. 

    Wish there was some way to transfer the data from the 'Disposition' item from each 'session' to a spreadsheet, in order to track the conversion rate (inquiries/appts scheduled).  Will just have to do it by hand for now. 

    Why is it so much more fun to mess with making new forms and share them with y'all than to finish my session notes? Back to work....

  • Avatar
    Luana Bessa

    Hi everyone, thanks so much for sharing your strategies! I do like this idea, but I am curious why folks prefer to use a dummy "client inquiries/incoming calls" account, rather than add potential clients in Simple Practice as inactive, with this Prompts Template as a note in that client's inactive chart (until they convert to a full client, in which case the account gets activated)? I am just getting started with my practice, so am still in the steep learning curve of it all, and I'd appreciate any feedback as I choose how to organize my own incoming calls. Thanks all!

    Hi everyone, thanks so much for sharing your strategies! I do like this idea, but I am curious why folks prefer to use a dummy "client inquiries/incoming calls" account, rather than add potential clients in Simple Practice as inactive, with this Prompts Template as a note in that client's inactive chart (until they convert to a full client, in which case the account gets activated)? I am just getting started with my practice, so am still in the steep learning curve of it all, and I'd appreciate any feedback as I choose how to organize my own incoming calls. Thanks all!

  • Avatar
    Gillian

    Hi Laura! We're always thinking about how to improve SimplePractice and are actively following this thread to understand what you'd like to see in a feature like this. It's always great to see the conversations around how our customers currently approach wait lists - thanks so much for your input on this. 

    Hi Laura! We're always thinking about how to improve SimplePractice and are actively following this thread to understand what you'd like to see in a feature like this. It's always great to see the conversations around how our customers currently approach wait lists - thanks so much for your input on this.