Needs Response and follow-up outcomes

Goal

Learn how front-desk staff prioritize incoming leads, record timely administrative outcomes, and keep the signals used by Frontdesk and advertising optimization current.

Audience

• Front-desk staff
• Practice managers
• Healthcare organization and practice owners

Before you begin

Sign in with the individual staff account assigned by the practice and open Schedule. The tutorial uses existing synthetic demonstration records only. The captured account identity is replaced with DEMO ACCOUNT.

The response board is a layered control. Expand it and wait for the clear focused view before selecting a patient card, contact control, outcome, or queue. Confirm patient identity and appointment logistics before documenting an outcome. Clinical questions and eligibility decisions remain clinician-owned.

Why response speed matters

Needs Response is the incoming-lead work queue and should be handled as soon as possible. Each lead receives a priority score, and its temperature helps staff order their work. Warm and Hot leads should be prioritized. The age indicator at the upper-right of the card shows how recently the lead arrived.

Faster follow-up improves the chance of reaching an interested patient while the request is fresh. Delayed contact can waste both the opportunity and the money spent acquiring it. Outcome, attendance, and value signals should be entered as they occur so the system can optimize with current information.

What you will complete

By the end of the tutorial, you will be able to:

1. Expand Needs Response before interacting with its child controls.
2. Use freshness, score, and lead temperature to prioritize work.
3. Open the patient actions and outcome chooser at the correct time.
4. Understand Confirmed and Checked In.
5. Open the actual date and time fields for Rescheduled.
6. Open the actual retry date and time fields for Call Unanswered.
7. Open the actual cancellation-note field for Cancelled.
8. Return from every detail step without saving, then cancel the chooser.
9. Inspect Confirmed and Call Unanswered.
10. Return to Needs Response and prove the same record is unchanged.

Chapters

1. 00:00 Black pre-roll and tutorial goal
2. 00:07 Expand the response board
3. 00:17 Needs Response is time-sensitive
4. 00:26 Prioritize freshness and lead temperature
5. 00:35 Contact tools and timely signals
6. 00:45 Outcome-review chapter
7. 00:50 Open patient actions
8. 00:58 Open Resolve
9. 01:07 Simulated outcome review
10. 01:16 Confirmed
11. 01:26 Select Rescheduled
12. 01:37 Open outcome details
13. 01:41 New date and time controls
14. 01:49 Return to outcome choices
15. 02:02 Select Call Unanswered
16. 02:12 Open retry details
17. 02:15 Retry date and time controls
18. 02:25 Return to outcome choices
19. 02:36 Select Cancelled
20. 02:45 Open cancellation details
21. 02:48 Cancellation-note field
22. 02:57 Return to outcome choices
23. 03:05 Checked In availability and value signal
24. 03:14 Leave without saving
25. 03:27 Open Confirmed
26. 03:37 Review a confirmed record
27. 03:48 Open Call Unanswered
28. 03:56 Read the empty queue
29. 04:10 Return to Needs Response
30. 04:18 Prove no record changed
31. 04:30 Collapse the response board
32. 04:35 Expected result and fade to black

What the video shows

Opening and interface identity

The video begins on pure black, fades into the Tutorial 08 goal card, and then fades into Schedule. A prominent BACK-END UI and PRACTICE TEAM WORKSPACE indicator identifies the staff workspace.

1. Expand before interacting

Needs Response first appears as a compact panel beside the calendar. The focus outline is calculated from the real Expand board control. After the recorded pointer dwell and click, the tutorial waits for the expanded layer to settle before targeting any child control.

2. Prioritize incoming leads

The expanded board contains the synthetic George Orwell record for Spravato. Needs Response means the practice still owes administrative follow-up. Staff should work this queue as soon as possible.

The age badge shows freshness. Opening the patient card reveals the priority temperature, numeric score, and score factors, including freshness. Warm and Hot leads should be contacted first. A Cold label in this synthetic example is shown only as the current demonstration state, not as a recommendation to delay follow-up.

3. Contact and record promptly

The phone and copy controls are highlighted. Staff can call, text, or email through the practice’s approved workflow. After the contact attempt, record its outcome immediately. Administrative follow-up remains separate from clinical interpretation, and clinical questions go to a clinician.

4. Open the patient card and outcome chooser

A full-screen chapter appears while the patient card is still closed. The chapter fully disappears before the card is activated. The patient card then opens, shows the synthetic priority and contact context, and receives its own sharp top-layer BACK-END UI indicator and explanation.

Resolve opens the outcome chooser. No page-level callout remains behind either modal, and no patient card is allowed to float over a chapter or queue transition.

5. Confirmed

Confirmed means the front desk reached the patient by phone, text, or email and confirmed the appointment and time. It records an administrative contact result, not a clinical eligibility decision.

6. Rescheduled

The tutorial selects Rescheduled and opens its real second step. Select date and Select time are focused together. Staff use this path when the patient chooses a new appointment date and time.

Back returns to the outcome list without saving.

7. Call Unanswered

The tutorial selects Call Unanswered and opens its real second step. The call-back date and call-back time controls are focused together. This outcome means the front desk called and the patient did not answer. It does not cancel the request.

Staff schedule the next attempt so the lead remains owned and visible. Back returns without saving.

8. Cancelled

The tutorial selects Cancelled and opens Why was it cancelled? The optional cancellation-reason field is focused. Staff use this path only when the appointment is being cancelled through the practice’s approved process.

Back returns without saving.

9. Checked In

Checked In is disabled because the demonstration appointment has not reached its appointment date and time. The option becomes available at the applicable appointment time. Staff can then record whether the patient arrived and enter the patient-generated value when available. This gives advertising campaigns a timely signal that can help optimization toward higher-value patients.

10. Leave the demonstration unchanged

Cancel closes the outcome chooser. No Save resolution or final Continue action is activated. The patient actions close before queue navigation begins.

11. Inspect Confirmed and Call Unanswered

Confirmed contains the existing synthetic Emily Dickinson and Virginia Woolf records. Confirmed reflects successful administrative confirmation.

Call Unanswered opens next. The exact empty-state panel containing Nothing here. is focused and explained. An empty queue does not remove the need to monitor Needs Response.

12. Return and prove no change

The tutorial returns to Needs Response and shows George Orwell still present. This proves that the radio selections, second-step previews, Back actions, and final Cancel did not save an outcome. The board is collapsed only after the final proof.

Expected result

Staff can prioritize fresh Warm and Hot leads, record every outcome promptly, keep campaign signals current, and preserve clinical questions for clinicians.

Responsibilities by role

• Front-desk staff monitor Needs Response, prioritize fresh Warm and Hot leads, verify identity and logistics, perform approved contact, and record the outcome promptly.
• Practice managers define retry timing, cancellation, rescheduling, escalation, documentation, and value-entry procedures.
• Owners and managers define queue ownership, access controls, and response-time expectations.
• Clinicians answer clinical questions and make all medical-appropriateness and eligibility decisions.
• Every team member follows the practice’s privacy, security, and record-handling policy.