📞 Leads and follow-ups

Before you start

A Lead is a potential patient's enquiry record. A Follow Up is a dated task for a patient. Use the correct area for the work.

The walkthrough uses fictional DEMO ENQUIRY / 教學查詢. It does not send phone calls, WhatsApp messages or emails.

1. Find a lead before creating one

1. Open Leads from the left menu.
2. Use Search to check for an existing record.
3. Compare the name, phone, email and language before selecting a record.
4. The pencil button edits the row. The trash button is for deletion.

Step 1 — Search before creating another record. Click the image to enlarge it on this page.

Step 1 — Search before creating another record.

2. Create a lead

1. Select Create Lead.
2. Enter Name and English Name as appropriate.
3. Check ID Type, Document No., Gender, Birth and Preferred Language. Do not invent missing identity details.
4. Check the Area Code and Phone No.. Add backup phone and email only when needed.
5. Review From, Tags and Notes. This example uses Manual as its source.
6. Review Accept WhatsApp Marketing and Accept Email Marketing against the person's actual consent. A preselected checkbox is not proof of consent.

Step 2 — Check contact details and the actual consent choices. Click the image to enlarge it on this page.

Step 2 — Check contact details and the actual consent choices.

7. Select Create once. Wait for the dialog to close.
8. Confirm the new row and its contact details. Cancel leaves the new draft unsaved.

Step 3 — Confirm the saved person and contact details. Click the image to enlarge it on this page.

Step 3 — Confirm the saved person and contact details.

3. Edit a lead

1. Find the correct row and select its pencil button.
2. In Edit Lead, change the intended fields.
3. Select Save. Reopen the same row to check the saved result.

Step 4 — Save intended edits before converting the lead. Click the image to enlarge it on this page.

Step 4 — Save intended edits before converting the lead.

This example updates Notes. It keeps both marketing boxes off. Saving a contact record does not itself send a message.

4. Convert a lead to a patient

1. Check identity and search Patients first. Avoid creating a duplicate patient.
2. Save any edits, then reopen the lead's pencil button.
3. Review the record and select Convert to Patient.

This button completed the conversion immediately in the demonstrated interface. There was no second confirmation dialog. Do not use it just to preview a patient form.

4. Check that the lead is no longer in the lead list.

Step 5 — The converted enquiry leaves the lead list. Click the image to enlarge it on this page.

Step 5 — The converted enquiry leaves the lead list.

5. Open Patients. Find the same person and check the new patient number and contact details.

Step 6 — Confirm the new patient record rather than converting again. Click the image to enlarge it on this page.

Step 6 — Confirm the new patient record rather than converting again.

The example became patient #8. Conversion does not mean an appointment has been booked. Continue with the patient's actual next task.

5. Find follow-ups in the worklist

1. Open Follow Ups from the left menu.
2. Check the selected clinic and Filters. The initial view uses Me and Today.
3. Choose the date range you need: Today, Next 7 days, Past, or a date in the calendar.
4. Review Pending, In Progress, Completed and Cancelled. Status buttons can be toggled; more than one can be selected.
5. Check Me, Unassigned or Select assignee. Selecting a named assignee replaces the broad owner selection.
6. Read Date, Patient, Description, Status, Assigned to and Linked appointment in the result.

Step 7 — Check filters before choosing a task. Click the image to enlarge it on this page.

Step 7 — Check filters before choosing a task.

Selecting an active status, date shortcut or owner filter again can clear that choice. Do not assume an empty list means the task was deleted. In particular, tomorrow's work is not in Today's list.

Step 8 — An empty filtered list does not prove there are no records. Click the image to enlarge it on this page.

Step 8 — An empty filtered list does not prove there are no records.

The worklist itself directs you to create follow-ups from a patient profile or consultation.

6. Create a follow-up from a patient

1. Open Patients, select the correct patient and choose Follow Ups.
2. Select New Follow Up.
3. Check the patient name in the drawer.
4. Fill Description with the task that needs doing.
5. Set Date. Choose Assign to, or leave it Unassigned if that is intended.
6. Select Create follow up once.

Step 9 — Check the patient before creating the follow-up. Click the image to enlarge it on this page.

Step 9 — Check the patient before creating the follow-up.

7. Check the saved card, due date, assignee and Pending status.

Step 10 — A due date is not a booked appointment. Click the image to enlarge it on this page.

Step 10 — A due date is not a booked appointment.

No appointment scheduled means the dated task has no linked booking. A follow-up date alone does not reserve a doctor's time. To create from a consultation, see Consultations.

7. Edit the date, task or assignee

1. Select the follow-up card or its worklist row.
2. In Follow Up Details, review Description, Date and Assign to.

Step 11 — Review the task and its existing history. Click the image to enlarge it on this page.

Step 11 — Review the task and its existing history.

3. Change the intended fields. Use the clear control beside an assignee only when the task should become unassigned.
4. Select Save changes when it appears.
5. Check the saved values and Timeline. The example moves the due date from 16 to 17 October 2026.

Step 12 — Save a changed date explicitly. Click the image to enlarge it on this page.

Step 12 — Save a changed date explicitly.

Closing a changed drawer can show Discard unsaved changes?. Cancel keeps you in the editor; Discard changes leaves without saving those edits.

8. Change the follow-up status

1. Open the status selector in the card, worklist row or detail drawer.
2. Choose the status that matches the work actually done.
3. Check the new status and Timeline entry. In this example, choosing a status saved it immediately.

Step 13 — Choose the actual work status. Click the image to enlarge it on this page.

Step 13 — Choose the actual work status.

Status	Use it for
Pending	Work still waiting to be handled.
In Progress	Work currently being handled.
Completed	The follow-up task has been completed.
Cancelled	The follow-up task will not proceed.

The left worklist status buttons filter results. They do not change a patient's follow-up status.

9. Add a progress update

1. In Timeline, type the result in Add an update….
2. Select Add update.

Step 14 — Add update saves this note. Click the image to enlarge it on this page.

Step 14 — Add update saves this note.

3. Check the saved entry, author and time. The input becoming empty alone is not enough; find the new entry.

Step 15 — Find the saved entry in Timeline. Click the image to enlarge it on this page.

Step 15 — Find the saved entry in Timeline.

In the example, the update explicitly says no real contact was made. For real work, record what actually happened. An update does not automatically mark the task Completed.

10. Schedule a linked appointment

1. In the follow-up details, find Linked appointment.
2. Select Schedule appointment.
3. Check the preselected patient and doctor.
4. Review Department, Date, Time, End Time, Consultation Mode, equipment and Notes. The follow-up date is a starting point; verify the booking itself.
5. Select Create, or Cancel to leave without creating the booking.

Step 16 — Review the booking date, time and doctor. Click the image to enlarge it on this page.

Step 16 — Review the booking date, time and doctor.

6. Check the linked card's date, time, doctor and appointment status. The example creates a fictional 17 October 2026, 12:00 appointment.
7. If that booking needs a change, use Edit on the linked card and follow appointment editing.

11. Complete a follow-up without cancelling the booking

Choose Completed only when the task is finished, then check the linked appointment separately.

Step 17 — Completed follow-up and appointment status are separate. Click the image to enlarge it on this page.

Step 17 — Completed follow-up and appointment status are separate.

The example still shows an Unsigned appointment after the follow-up becomes Completed. Completing a task did not cancel the booking.

12. Cancel and unlink an appointment

Use this when the appointment itself should be cancelled, not merely when the follow-up task is complete.

1. In Linked appointment, select Cancel and unlink appointment.
2. Read The appointment will be cancelled and removed from this follow up.
3. Select Cancel to keep it, or Cancel and unlink to perform the stated action.

Step 18 — Read both effects before confirming. Click the image to enlarge it on this page.

Step 18 — Read both effects before confirming.

4. Check No linked appointment and the Appointment cancelled and unlinked Timeline entry.

Step 19 — Check the saved unlink result and Timeline. Click the image to enlarge it on this page.

Step 19 — Check the saved unlink result and Timeline.

The demonstration cancels only its fictional booking. Its follow-up stays Completed. If the booking is already cancelled, the confirmation can instead offer Unlink appointment; read the actual dialog before acting.

13. Find the completed task again

1. Return to Follow Ups.
2. Choose a date range that includes the task.
3. Include Completed and the correct assignee in the filters.
4. Open the row to review its history.

Step 20 — Include the completed status to find finished work. Click the image to enlarge it on this page.

Step 20 — Include the completed status to find finished work.

Before you leave

Check the correct person, saved follow-up date, assignee, status, latest update and booking state. Lead conversion, task completion and appointment cancellation are separate actions.

❓ FAQ

Where is the New Follow Up button?

Create from the patient’s Follow Ups tab or a consultation. The main Follow Ups worklist provides filters and existing tasks.

Does Convert to Patient show another confirmation?

It converted the example immediately. Check identity and duplicates first. Save edits before using it, then check Patients for the result.

Do the marketing checkboxes send a message?

This workflow stores the choices. It does not send a campaign. Check actual consent; a default checked box is not proof of consent. External sending and connections are outside this guide.

Why is my follow-up not in the list?

Check clinic, date, selected statuses, Me, Unassigned and any named assignee. Today excludes future tasks. Include Completed if the task has already been completed.

Does selecting a worklist filter change the task?

No. Filters change which rows you see. Change a task’s status using that row, card or detail drawer’s status selector.

Does Add update complete the task?

No. It saves a dated Timeline note. Set the task status separately after the work is complete.

Does changing the follow-up date move its appointment?

Treat the dates separately. Change the linked booking through Edit and check its saved date and time. Changing the task’s Date is not a substitute for editing the booking.

Does Completed cancel the linked appointment?

No. The demonstrated Completed follow-up still showed its Unsigned linked booking until the separate cancellation action was used.

Does Cancel and unlink only hide the appointment?

No. For an active booking, the confirmation says it will cancel the appointment and remove the link. Read the actual wording. Use Cancel to leave it unchanged.

Why is Add update disabled?

It is disabled when there is no update text. Enter the intended note, add it once, then find the saved Timeline entry.

Can I delete a lead using the pencil?

No. The pencil edits and the trash button deletes. The walkthrough keeps existing lead records and uses conversion for its fictional example. Do not confirm deletion simply to close a dialog.

Why did my changes disappear after closing the drawer?

If you chose Discard changes, those edits were not saved. Save changes applies edited task fields; Add update saves a Timeline note. Check the relevant saved result before leaving.

Next

Review the patient record, manage appointments, or continue a consultation.