Case
A case is one person's journey for one treatment need, from the first enquiry to aftercare. Tasks, notes, quotes, appointments and payments are all attached to it.
How is a case different from a contact?
The contact is the person: name, phone number, e-mail address, language and consents. A case is one particular need of that person. If the same patient comes for implants this year and for whitening two years later, one contact record holds two cases, each moving through its own stages with its own owner.
Keeping the two apart avoids confusion in the team. A coordinator sees on one screen which stage a case has reached, who owns it and what comes next, and a manager can follow open cases stage by stage and spot the ones that are waiting.
In Klinikbook
Each case has a reference such as DK-0042, an owner and helpers, the services it concerns and a timeline. Tasks, internal notes, logged calls and meetings, the intake, quotes, the payment schedule, appointments and trips all sit on the case, which closes as won or lost, with a reason given for a loss.
Related reading
- GlossaryPipelineA pipeline is the ordered set of stages a case moves through, from the first enquiry to treatment. It shows how many patients are at each stage and where things get stuck.
- GlossaryLeadA lead is someone who has shown interest in a treatment, through a form, a message or a call, but has not yet been treated. Leads sit at the first stage of the pipeline.
- GlossaryPatient coordinatorA patient coordinator is the clinic or agency team member who handles contact with the patient from enquiry to aftercare, answers their questions and keeps the quote, appointment, payment and travel steps moving.
- ProductPatient and case pipelineIn Klinikbook every enquiry becomes a case with an owner and a stage, and each step from the first message to the quote, appointment, treatment and aftercare sits on one timeline. Assignment rules route new cases to the right coordinator, and slow replies raise a warning.
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