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Following up with a patient after a call

When a patient needs a call back, the call’s details tell you who called, from which number and what they wanted. Here’s how to get ready, then call them back from your clinic phone.

Last updated: October 7, 2026

In this article

Before you start

Find the call first. See Finding a call.

Write down when the patient called. You see it in the Date & Time column of the list. The call’s window doesn’t show it.

Get ready and call back

  1. On the Call Logs tab, click the call’s row to open it.
  2. Under Call Information, write down the Phone Number and the Caller’s Name. Check the name in your patient file: it’s the name as picked up during the call.
  3. Read the Call Summary and the Caller’s Intent, the reason for the call, so you know what the patient wants.
  4. Check the Ended Reason. If it says Call Forwarded, the agent already passed the call to someone at your clinic. Ask your colleagues first: the patient may already have been helped.
  5. If the summary isn’t clear, read the Conversation Transcript on the right, or click Play Recording to listen.
  6. Call the patient from your clinic phone. Follow your clinic’s usual steps to confirm who you’re speaking with.

An example

A patient calls at 7 p.m., after the clinic has closed, to renew a prescription. The next morning, you open the Call Logs tab and choose Yesterday in the Select range menu. You open the call. The Call Summary says the patient wants a prescription renewal and names the medication. You write down the Phone Number, check the patient’s file and call them back to confirm the request before you pass it to the doctor.

What the dashboard doesn’t do

  • There’s no button to call the patient from the dashboard. Use your clinic phone.
  • You can’t mark a call as handled or add a note to it. Keep track of follow-ups the way your clinic usually does, for example in the patient’s file.
  • The Acknowledge button on the Call Analysis tab only hides a problem on your computer. It doesn’t tell your team the call was handled.

If something goes wrong

  • No phone number (N/A): the patient’s number isn’t available for this call. Look for the patient in your files by name.
  • No name (N/A): no name was picked up during the call. Use the phone number to find the patient in your files.
  • The summary is empty: it’s added a short time after the call ends. Wait a little, then open the call again.