Turn a skin-clinic enquiry into a clearly booked consultation

Prepare the consultation information

Define the initial consultation separately from any procedure or follow-up. Supply the clinic location, duration, available clinicians, fee and booking conditions. Where a referral or staff review is required, make that a gate before offering the appointment.

• Approve answers about access, fees, arrival and changing a booking.
• State who handles clinical questions and what happens outside opening hours.
• Agree the minimum administrative details needed; use the clinic’s approved secure route for clinical information.

Complete the agreed booking sequence

Ask which consultation and location the person is enquiring about. Explain the fee and any deposit before presenting the available time. If the person asks which treatment they need, pass that question to the clinic rather than converting it into a treatment booking.

Follow the clinic’s hold and payment rules. Confirm the appointment only when the diary has saved it and any required payment condition is met. Show the consultation type, local date and time, location and reference.

Test the exceptions that cause confusion

Use an example patient who pays after a slot hold has expired. The workflow should record the payment, explain that the booking needs attention and alert the team without offering an unapproved refund promise.

• Try a clinician becoming unavailable during booking.
• Ask a clinical question and check the staff handover.
• Reschedule a consultation and verify both the diary and deposit status.

Review completed consultations

Measure eligible enquiries, saved consultations, payment exceptions, attendance and reception time. Keep deposits within the consultation’s total value. Do not count a consultation booking as a procedure sale or imply that an administrative pilot demonstrates better clinical outcomes.

Continue with a related guide