Global ClinicGuides
Guide 04

Manage relationships and follow-up

Turn genuine inquiries into organized contact records, move opportunities through the pipeline, and keep follow-up work visible.

ForCoordinators, owners, and administratorsTime10 minutes
By the end, you can✓ Register patients without creating duplicates✓ Maintain accurate contacts✓ Move opportunities through the pipeline✓ Complete follow-up tasks on time
01

Register a patient by mobile number

Patients are found and identified by their mobile number. Because families share a number, everyone reachable at one number is kept together as a household with one primary member.

1

Start with the number

Open Patients, select Register patient, and enter the mobile number with its country code. The screen then shows who is already on file at that number.

Open Patients
2

Check who is already there

If the number is in use, choose between adding the person as a related member and continuing with a patient who already exists. Do not create a second record for someone already on file.

3

Record the relationship

The first patient at a number becomes its primary member. Everyone added afterwards is recorded as a spouse, child, parent, grandparent, or another supported relationship to that person.

4

Keep the household correct

Open a household to correct a relationship or move the primary member. Moving the primary member keeps every visit, appointment, record, document, and invoice attached to the patient it already belonged to.

5

Note the record number

Every patient is given a Patient Record Number by the system when they are registered: numbers only, never reused and never typed by anyone. It is shown under their name in the list and in the banner of their record. A patient registered before numbers were issued reads No record number issued; select those words to issue it. Pressing it twice, or at the same moment as a colleague, still gives one number.

6

Update a patient's details

Select a patient's name in the list to open their profile beside it. Correct the name, date of birth, administrative sex or email address and select Save details: only what you changed is saved, and if somebody else changed the patient first your save is refused and their version is shown. Change number moves the patient to a new mobile number and its household.

Open Patients
7

Verify the mobile number and email

Select Verify by WhatsApp or Verify by email. A six-digit code is sent to the patient; ask them for it and enter it within ten minutes. Each is verified on its own, and changing the number or the address makes it unverified again. After five wrong codes, send a new one. A verified number proves the patient can receive messages there, not who they are.

02

Keep contact records useful

Contacts provides one relationship view for a person who has identified themselves.

1

Find the contact

Search by the information your clinic is permitted to use, then review the record before editing.

Open Contacts
2

Review the timeline

Use the timeline to understand inquiries, messages, appointments, notes, and follow-up without duplicating the person.

3

Record consent carefully

Record only a communication decision that is supported by the selected evidence source.

03

Move opportunities through the pipeline

The pipeline shows what needs attention and what has progressed.

1

Open Pipeline

Filter the board by owner, stage, priority, or saved view.

Open Pipeline
2

Read the funnel summary

In All leads, the summary covers the selected pipeline, independently of the cards visible on the board. An incomplete summary hides its totals and shows a message. Do not treat missing totals as zero.

3

Update the stage

Move an opportunity only when the new stage reflects what actually happened.

4

Capture the next action

Assign an owner and create a follow-up task so the relationship does not depend on memory.

04

Work follow-up tasks

Tasks turns agreed next steps into a clear queue.

1

Open Tasks

Use today, overdue, and assigned filters to plan your work.

Open Tasks
2

Complete or snooze responsibly

Complete a task after the action is done. Snooze only when a new follow-up time is meaningful.

Self-help

Common questions

Why is an anonymous visitor not in Contacts?

Browsing alone does not create a contact. A contact appears after the person identifies themselves or your team records an approved inquiry.

Is a Contact the patient’s medical record?

No. Contacts supports relationship management. Clinical information belongs in the patient’s care and record areas.

What should I do with duplicates?

Review the timelines and identifying information before using any available merge or correction workflow. Do not delete a record simply because the names look similar.

Several people in one family share a mobile number. Is that a problem?

No. One number holds one household, with a primary member and a relationship for everyone else. Register each person separately and choose their relationship.

Does changing the primary member move anyone's records?

No. Patient identifiers do not change, so visits, appointments, clinical records, documents, and billing stay exactly where they are. Only the primary designation and the relationship labels change.

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