New Patient Onboarding SOP

1. Initial Contact

Step 1: Send an Introduction Email

• When: Within 24 hours of learning about the new patient.
• What to Do: Write a warm, welcoming email introducing yourself and your practice.
  • Include a link to your scheduling tool (e.g., Calendly) so they can book a consultation.
  • Tip: Customize your Calendly link to offer specific time slots or consultation types.
• How: Send the email through HubSpot so it’s tracked automatically.
• Example: “Hi [Patient Name], I’m [Your Name] from [Practice Name]. I’m excited to help you with [their goal, e.g., weight loss or hormone balance]. Click here to book a quick chat: [Calendly Link]. Looking forward to connecting!”

Step 2: Follow-Up Schedule

• Goal: Keep the conversation going if they don’t reply.
• Timeline:
  • 3 Days After Email: If no response, send a gentle follow-up email. Example: “Hi [Name], just checking in—did you get a chance to book a time? Here’s the link again: [Calendly Link].”
  • 1 Week After Email: If still no reply, send a text and an email. Example: “Hi [Name], I’d love to help you get started. Are you still interested? Let me know!”
  • Final Attempt: Send one last email. Example: “Hi [Name], I don’t want to miss you! Are you still interested in [goal]? If not, no worries—just let me know.”
• How: Create HubSpot tasks to remind yourself of these follow-ups.

Step 3: Keep Everything Documented

• Where: Use HubSpot for everything.
  • Set tasks for each follow-up (e.g., “Follow up with [Name] in 3 days”).
  • Send all emails through HubSpot to keep a record.
  • Add notes about every interaction (e.g., “Called on 2/22/25—left voicemail”).
• Why: This keeps you organized and ensures no patient slips through the cracks.

2. First Consultation

Preparation

• Before the Call: Open HubSpot and review:
  • Any notes from initial contact.
  • Emails or messages they’ve sent.
• Why: This helps you tailor the conversation and avoid asking redundant questions.

Consultation Guide

• Tool: Use a “New Patient Note Template” in HubSpot to record answers.
• Sample Questions to Ask:
  • For Weight Loss Patients: “What have you tried so far to lose weight? What worked or didn’t?”
  • For Hormone (HRT) Patients: “Have you ever had your hormones tested? If yes, what were the results?”
  • General Health Questions: “How’s your sleep? Stress levels? Work or family life? Libido? Exercise habits?”
• Tip: Listen carefully and jot down details in the template for later reference.
• New Task: Collect Detailed Patient Info
  • What to Do: During the consultation, ask the patient for specific details to guide their program. This helps you understand their lifestyle, goals, and health background.
  • How to Record: Pin the following as a note to the patient’s HubSpot profile. Label it “Patient Intake Details” and update it during or right after the call.
  • Information to Request and Pin in HubSpot:
    

    Current Program: [e.g., Weight Loss - Semaglutide, HRT]
    
    Current Shipping Address: [Full address]
    
    Referral Credits Usage: [e.g., Yes/No, Amount if applicable]
    
    About This Patient: [Quick summary, e.g., “Friendly, motivated, works night shifts”]
    
    Health Goals: [e.g., “Lose 20 lbs,” “Balance hormones”]
    
    Two Unique Things About You!: [e.g., “Loves hiking,” “Has a pet turtle”]
    
    How Did You Find Us?: [e.g., “Google,” “Friend referral”]
    
    Life at Home:
    - Married: [Yes/No]
    - Kids (Ages): [e.g., “2 kids, ages 5 and 8”]
    - What They Do for Work: [e.g., “Teacher,” “Remote IT”]
    - Daycare: [Yes/No, if applicable]
    - School/Homework: [e.g., “Helps kids with homework nightly”]
    
    Daily Routine:
    - Wake Up At: [e.g., “6:00 AM”]
    - Exercise: [e.g., “30 min walk daily,” “None currently”]
    - Work/Travel: [e.g., “Commutes 1 hr,” “Works from home”]
    - Bedtime At: [e.g., “10:00 PM”]
    
    Energy Levels:
    - Morning: [e.g., “High,” “Low”]
    - Afternoon: [e.g., “Steady,” “Crash at 2 PM”]
    - Evening: [e.g., “Tired,” “Energized”]
    
    Sleep Quality:
    - Trouble Falling Asleep?: [Yes/No, Details if Yes]
    - Overall Quality: [e.g., “Good,” “Wakes up often”]
    
    Diet:
    - Sugar: [e.g., “Lots of soda,” “Avoids sweets”]
    - Protein: [e.g., “Eats chicken daily,” “Low intake”]
    - Fruits and Vegetables: [e.g., “3 servings/day,” “Rarely”]
    - Meal Prep: [Yes/No, e.g., “Preps on Sundays”]
    
    Exercise: [e.g., “Yoga 2x/week,” “Sedentary”]
    
    Injuries: [e.g., “Knee pain from old injury,” “None”]
    
    Libido and Sex Drive:
    - Women: Desire [High/Low], Lubrication [Normal/Dry]
    - Men: Desire [High/Low], Function [Normal/Issues]
    
    If Woman:
    - Menstrual Cycle:
      - Typical Length: [e.g., “28 days”]
      - Symptoms: [e.g., “Cramps,” “Heavy bleeding”]
    
    Mental:
    - Focus Is: [e.g., “Sharp,” “Foggy”]
    - Memory: [e.g., “Good,” “Forgetting small things”]
    
    Current Medications: [e.g., “Metformin,” “None”]
    
    Supplements:
    - Omega 3?: [Yes/No]
    - Daily Multi?: [Yes/No]
    - Pre-Workout?: [Yes/No]
    - Recovery Daily Support?: [Yes/No]
    
    Hormones: [e.g., “Suspects low testosterone,” “Not tested”]
    
    Peptides: [e.g., “None currently,” “Interested”]

3. Post-Consultation Process

Step 1: Send an Onboarding Email

• When: Right after the consultation ends.
• What to Include:
  • A link to the Health History Questionnaire (HHQ) (e.g., a Google Form or portal link).
  • Payment links for:
    • Blood Work (BW): Labs to check their health.
    • Review of Systems (ROS): A detailed health assessment.
  • Note: Use separate payment links for weight loss patients vs. HRT patients.
• Example: “Hi [Name], great chatting with you! Here’s what’s next: 1) Fill out this Health History form: [Link]. 2) Order your blood work and review here: [Payment Link]. Let me know if you have questions!”

Step 2: Follow-Up

• When: 3 days after the onboarding email.
• What to Do: Check HubSpot:
  • If they haven’t paid or completed the HHQ, send a reminder. Example: “Hi [Name], just a nudge—have you had a chance to complete the form or payment? Links are here: [Links].”
• How: Set a HubSpot task to remind you.

4. After Review of Systems (ROS) and Lab Work

• Action: Send an approval letter.
  • Example: “Hi [Name], your labs look good—you’re approved to start your weight loss plan! Next steps are below.”
• Why: Confirms they’re cleared to move forward.

• Action: Send an email to schedule a Blood Work Results Chat.
  • Example: “Hi [Name], your labs are in! Let’s go over them together—book a time here: [Calendly Link].”
• Why: Helps them understand their results and plan treatment.

5. New Patient First Order

• Action: Send an approval email.
  • Include:
    • Package options to choose from:
      1. Semaglutide (basic option).
      2. Semaglutide with BioBoost (enhanced option).
      3. Tirzepatide (alternative option).
      4. Tirzepatide with BioBoost (enhanced alternative).
    • A request to confirm their shipping address.
  • Example: “Hi [Name], you’re all set! Pick your package: [List Options]. Reply with your choice and shipping address, and we’ll get it sent!”

• Action: Send a personalized email.
  • Include:
    • Treatment suggestions based on their BW results chat.
    • Pricing for each option.
    • A request to confirm their choices and shipping address.
  • Example: “Hi [Name], based on your labs, I suggest [Option 1] ($X) or [Option 2] ($Y). Let me know what you’d like to start with and your address!”

6. Order Management

• Where: Use HubSpot notes.
• What to Record:
  • Date the order is placed (e.g., “Order placed 2/25/25”—pin this note so it’s easy to find).
  • Patient’s full shipping address.
  • Products they ordered (e.g., “Semaglutide with BioBoost”).
  • Current dosages (e.g., “0.25 mg/week”).
• Why: Keeps everything in one place for reference.

• Steps:
  • Watch for the invoice to arrive in your system.
  • Email a copy to the patient for their records.
  • Flag the invoice in HubSpot and set a task to confirm payment (e.g., “Check payment by 2/28/25”).
• Why: Ensures payment is tracked and received.

• Steps:
  • Wait for shipment confirmation from your supplier.
  • Once shipped, schedule a First Dose Appointment Call (or “Unboxing Call”) via Calendly.
  • If they don’t book within 1 day, follow up. Example: “Hi [Name], your order shipped! Book your first dose call here: [Link].”
• First Dose Appointment Checklist:
  • Review every item in the shipment (e.g., “You should have a vial, syringes, and instructions”).
  • Explain how to use the dosage, vial, and syringe (use simple terms like “Pull the syringe to X mark”).
  • For weight loss patients, confirm their weekly check-in day (e.g., “Let’s chat every Monday”).
• [Insert Image: Proper Syringe Usage Guide]

7. Weekly Check-In Process (Weight Loss Patients Only)

• When: Send on their agreed check-in day (e.g., every Monday).
• What to Ask:
  • “How’s your appetite been this week?”
  • “Any cravings? If yes, what for?”
  • “How are your bowel movements? Normal or different?”
  • “Energy levels—high, low, or steady?”
  • “What’s your current weight?”
  • “What’s your goal weight?”
  • “When was your last dose, and how much (in units)?”
  • “How much water are you drinking daily (in ounces)?”
  • “Anything else you want to ask or share?”
• Example: “Hi [Name], it’s check-in time! Reply with: Appetite, cravings, energy, weight, last dose, water intake, and any questions. Can’t wait to hear how you’re doing!”

• Dosage Warning: Tell patients: “Don’t increase your dose without my okay after our weekly check-in.”
• If No Response: Follow up in 1 day. Example: “Hi [Name], I didn’t hear back—please stick to your current dose until we chat. How’s everything going?”