Lumary AH - This article explains how to capture information about a potential client during an initial enquiry.
An enquiry is a key opportunity to gather information about a potential client. The system helps you to capture details about the person making the enquiry and the person who requires services. It can also capture how they heard about your organisation. If the prospect becomes a client, the outcome section can be used to convert this information into an intake or client record.
To begin capturing an enquiry:
- Click on the Enquiries tab.
If you can't see this tab, you may need to check under the More drop-down list or click on the App Launcher nine dot grid and search for enquiries.
- This will open a list view of enquiries. Click on the New button.
- The next step is to select whether this is a general enquiry or referral. For the purposes of this article, select General Enquiry.
You can capture referral information in the General Enquiry form if it turns out that the enquiry is a referral. Alternatively, you can capture referrals by following the steps in the allied health referral article.
- Click on the Next button.
- General Enquiry
- Enquirer's Details
- Client Demographics
- Client Contact Details
- Client Address
- Appointment Preferences, and
- Referral Outcome Details.
We've also explained what happens when you click on Save to create the enquiry record.
Click on the links to jump straight to a section.
The General Enquiry section is the first part of the form. To fill in this section:
- Click in the mandatory Date Received field.
- This will open a popup calendar. You can either -
- navigate to the month and year the enquiry was received and click on the date, or
- click on the Today text link to use the current date.
- Click on the Is the Enquirer the Client? field and select whether the enquirer is making the enquiry on their own behalf. The selection you make here will affect what you need to capture in the Enquirer's Details section.
If the enquirer is the potential client and you selected Yes, you won't need to fill in this section. The Enquirer Info field will direct you to fill out the Client Demographics section of the form.
If you selected No, the enquirer will be treated as a referral. This includes family members, friends, employers, and other people involved in the client's care.
If the person making the enquiry has made other referrals for this or other clients, you can link the enquiry to their existing account and/or contact record. To link an enquirer:
- Click in the Referring Account field and search for the account that the enquirer is linked to. This could be a business or household account.
- Click in the Referring Contact field and search for the enquirer's contact record. This could be a general, provider or worker record.
If the person making the enquiry doesn't exist in your records, you can put a tick in the New Referrer checkbox. This will add fields to the form so that you can capture information about the referrer. Completing fields in this part of the form may create a new record for the referrer.
The key part of the Client Demographics section is the capture of the client's name. It's important to make sure that this is the name of the potential client, especially if someone else is making the enquiry on their behalf.
- Fill in the Client's First Name field.
- Fill in the Client's Last Name.
Other fields in this section will capture key information about the client. The fields you in your environment will depend on your business's funding and reporting requirements and processes.
- For a more detailed enquiry, put a tick in the More Demographics checkbox. This will reveal additional options that may affect your potential client's care requirements.
Client Contact Details
The Client Contact Details section captures information about how to best contact the client. It has fields for their mobile phone number, email address, or other phone number. You can also use the Preferred Communication Method to show how the client prefers to be contacted.
If you make a selection from the Preferred Communication Method drop-down list, you'll also need to fill in the corresponding contact field. For example, if your potential client prefers to be contacted by email, you'll need to include an email address in the Client's Email field.
The client address section captures the client's residential address information. For businesses that provide NDIS services, it may also contain a field to capture the service area classification.
The Details section captures information about how the enquirer heard about your services. You can use the Source of Enquiry field to capture how you received the enquiry, too.
Other fields in this section can be used to capture:
- service modalities or disciplines that could be required to support the potential client, and
- the type of service required, such as whether it is a single appointment or assessment, and/or on-going individual or group service.
The service fields are multiple pick lists. To make a selection, click the required option in the Available list and click on the arrow to move it to the Chosen list. You can select as many options as your potential client requires.
If you need to capture information about suitable appointment times for your potential client:
- Put a tick in the Appointment Preferences checkbox.
This will reveal additional fields that will allow you to capture your potential client's preferences. This includes preferences around the service's location, time and frequency. You can also capture the preferred days of the week.
The Days of the Week field is a multiple pick list. To make a selection, click the required option in the Available list and click on the arrow to move it to the Chosen list. You can select as many days as your potential client requires.
You can also use the Worker Preferences free-text field to capture the client's preferences or requirements about the person they'll be working with.
Referral Outcome Details
The Referral Outcome Details section captures information about the outcome of the enquiry. Some of the selections in this section create additional records. Depending on your business processes, you may leave this section blank and fill it in once the enquiry has been assessed.
The following table explains the purpose and use of some of the key fields.
|Field||Purpose and use|
This drop-down list captures the outcome of the enquiry. Some options will make other fields in this section mandatory. For example, selecting Referred to Another Service Provider requires the completion of the Referred to Service Provider field.
Other options will create additional records when you save the enquiry. For example:
Some options will be specific to your business's processes and reporting requirements.
|Referred to Service Provider||
Mandatory if the Enquiry Outcome field is set to Referred to Another Service Provider.
Use the search field to locate the service provider, or click on the New Account option if you need to add a new service provider.
This is a free-text field where you can add any additional information to explain the outcome of the enquiry.
This field can be used to assign workers with user accounts to this record.
Search the Client field to check whether the client already has a client record in your environment. If not, leave this field blank. It will auto-fill with the client's name if the enquiry is converted into an intake or client record.
Save and create the enquiry record
- Once you've filled out as much of the form as you can, click on the Save button to create an enquiry record.
Clicking on Save will take you to your new enquiry record.
To edit the enquiry record, click on the:
- Edit button at the top of the record. You may need to click on the drop-down arrow to find it
- pencil icon at the end of one of the fields
- New button on a section under the Related tab, or
- text link on a record listed under one of the sections under the Related tab.
If you chose to convert to intake or client, you'll be able to navigate to that record by going to the Referral Outcome Details section and clicking on the client's name in the Client field. Otherwise, you can add more information about the client to the enquiry record until you have an outcome.