Software & apps · Practical guide

Choosing a system to track enquiries and follow-ups

A CRM keeps track of contacts, enquiries and follow-up work. For a practice, its value is simple: staff can see who needs a reply, what has already happened and who is responsible. Start with those needs before comparing long lists of features.

Leave with A clear test of whether an enquiry system helps staff follow up.

Read the guide Make your action list
Healthcare scheduling software, planning board and organised folders in a blue, white and orange office.
Choose software around the work your team needs to do.

Follow an enquiry through your practice

Write down what happens between a new request arriving and the team closing it. Useful stages might include awaiting a reply, contacted and booked. Define each stage so staff do not use the same label for different situations.

For a practice with several locations, agree how an enquiry moves between teams. Someone should remain responsible until the receiving team accepts it. Consider a carer enquiring for someone else, a repeat contact and a person who does not want further marketing.

Ask for a demonstration using your examples

Give the supplier a few made-up enquiries. Ask them to assign one to a receptionist, transfer it to another location, record a response and show the outstanding follow-up. Watch how much typing and searching each task involves.

Ask to see the report too. Does it distinguish a new enquiry from a confirmed booking? Can you identify unanswered requests? A colourful dashboard is of little help if the team cannot explain the numbers or find the work behind them.

Healthcare software workflow connecting task cards, a checklist and a database.
Map the work and the information it depends on.
Healthcare software testing with normal paths and a separate exception route.
Test the exceptions as well as the normal workflow.

Choose what information belongs there

An enquiry system does not automatically need the full clinical record. Decide what staff need for each administrative task and who should see or export it. Have your organisation's responsible adviser review the information-handling arrangements.

If it connects to your website or booking software, ask for a demonstration of the particular transfer you need. Appearing on a compatibility list does not establish that a product supports every action your practice uses.

Trial the system with reception

During a small trial, look for requests with no owner, duplicate contacts and overdue replies. Ask staff where they still keep separate notes. Those workarounds can reveal something the system or agreed process has missed.

Clarify account ownership, support and how you can export information if you leave. Include the time needed to keep records accurate when comparing costs. The right choice should make follow-up easier, with clear responsibility when someone is away or leaves.

Turn reading into a next step

Your action checklist

Work through these checks with your team or supplier. Tick the ones you have resolved and leave unknowns open.

Checks to discuss

Enquiry stages; responsible team; transfer arrangements; report and export questions.

Use project decisions only, without personal, patient or confidential details. Entries stay in this page and are not submitted to Kay & Co. Copy or download before leaving; this page does not save your notes.

Further reading

These sources provide background for the topic. The practice examples and checklist are illustrative planning suggestions from Kay & Co.

Related guides

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