Have you ever had a client come in for an intake session, but then they never book another appointment? While there are many valid reasons this could be the case, it can be really perplexing when this happens, so it's important to have a clear process in place to handle these situations.
In this post, I want to share three key questions you should consider when mapping out your protocol for clients who don't return after the intake session.
1. Who communicates with the client?
Is it the responsibility of the therapist to follow up with the client and find out why they didn't come back? Does someone else on your team, like the intake coordinator or clinical director, reach out to the client? Different practices handle this in different ways, so it's important to have a clear protocol in place.
2. How is this tracked internally?
Where in your systems do you note that the client completed the intake session but then didn't return? Do you have a way to mark them as a "lost" client in your CRM or spreadsheet? Keeping good internal records is crucial for understanding patterns and trends.
3. How does the rest of the team find out?
When a client doesn't return after the intake, how does the information get communicated to the intake team or clinical director? You'll want a swift chain of communication so you can follow up with the client, gather feedback, and potentially suggest another therapist who might be a better fit.
These are just a few things to consider as you think about your process for handling clients who don't return after the intake. Every practice is different, so take some time to map out what works best for your team and your clients. The important thing is that you’re all on the same page.
I'd love to hear how your practice handles this situation. Do you have a formal protocol in place? What tools or systems do you use to track it internally? Send me a message at info@practiceaxis.com!