Following is a typical working style for our secretary is booking an appointment with a client

  1. Enter the client’s demographic data from the instruction received and call to book appointment within 24 hours. Client should be booked within 1-2 weeks unless a specific time frame is otherwise stated in the instruction.

  2. An appointment letter is sent at the time of booking the appointment which includes a medico-legal questionnaire and a map of the relevant venue where the appointment is taking place.

  3. If the client has a wrong contact number or no contact number, inform the relevant agency immediately and request another contact number.

  4. If the client is not responsive to voicemail, their phone is permanently switched off or we have not received a response from the relevant agency within 48 hours a contact letter is sent to their home address.

  5. When a contact letter is sent due to no response from the client by phone, a system generated email is sent to the relevant agency at the same time notifying them that the client cannot be contacted by phone and a contact letter has been sent to their home address.

  6. If there is no response from the client within 48 hours of a contact letter been posted, an email is sent to the relevant agency advising them that this client is not responding to telephone calls or contact letter and the case is now being put on hold until further instructions are received as to how they wish to proceed.

  7. If the client can be contacted but does not wish to book an appointment, the relevant agency is notified and the case is put on hold until further instructions are received as to how to proceed.

  8. If the client is a DNA, the relevant agency should be notified and asked how they wish to proceed, (i.e. a new appointment booked, wait for client contact, placed on hold or cancelled.)

  9. All unappointed cases should have a daily action and a corresponding memo to show the action taken.