Focused consultation
Reception & Patient Flow
Targeted review of booking scripts, triage at the desk, wait-time patterns, and handovers between reception and clinical staff.
Overview
When Saturday queues or Monday phone backlog dominate staff conversations, the issue is rarely a single person — it is usually missing scripts, unclear escalation paths, or appointment types that do not match clinician capacity.
Included
- Observation of one peak session (typically 3–4 hours)
- Mapping of inbound channels: phone, online booking, walk-in
- Draft triage script revisions and escalation matrix
- Two-page summary with three immediate changes and one longer-term recommendation
Excluded
Full roster rebuilds and compliance audits — refer to Roster & Staffing Plan or Compliance Readiness if those are primary concerns.
Ideal timing
Book at least two weeks ahead so we can align with your busiest day rather than a quiet Tuesday that hides the problem.