Introducing the Next Steps list

A clinic that runs on memory has no list. It has a phone that rings, a pile on the desk and a feeling something has been forgotten. The Next Steps list is the screen that replaces the feeling.

One list across the whole chain

Each patient has one open item, whatever kind of work it is:

• Enquiries unanswered.
• Forms unsigned.
• Notes open.
• Claims denied.
• Results not yet told.
• Referrals not booked.
• Patients overdue.

A person or an agent owns it

Every item shows who holds it, what it’s waiting on and since when. Agents work the routine ones and pass anything unusual to a named person, with the reason. Nothing sits with “the team”.

It reaches outside the clinic

Plenty of next steps wait on someone else: an insurer, a lab, a referrer. Those stay on the list too, so a denied claim or a missing result doesn’t vanish into another company’s silence.

It’s what follow-through looks like on a screen. See it on your clinic’s case.