Evidence Gathering and Client Support Strategies in Clinics
Where have our clients
gone?
Desire
path
-
What kind of evidence do you gather data on how people
knew the clinic existed in the first place?
-
What kind of evidence do you gather on the routes people
took to the clinic in relation to a particular enquiry
-
What kind of evidence do you gather on
support/information that client have already had from
elsewhere, if any?
-
What kind of evidence do you gather data on how long it
takes for people to get help from your clinic? (eg. time from
first interaction of any sort, such as ringing for appointment
/ information, to the point at which they reach the person
who gives them substantive help)
-
What kind of evidence do you gather data on what happens
after people get help from the clinic?
-
What kind of evidence do you gather on from client
returning to the clinic (either in relation to an existing /
previous enquiry, or a new enquiry)?
-
What kind of evidence do you gather on what matters to
the people coming to the clinic for support?
-
What kind of evidence do you gather data
on how people knew the clinic existed in
the first place?
-
What kind of evidence do you gather on
the routes people took to the clinic in
relation to a particular enquiry
-
What kind of evidence do you gather on
support/information that client have
already had from elsewhere, if any?
-
What kind of evidence do you gather data
on how long it takes for people to get
help from your clinic? (eg. time from first
interaction of any sort, such as ringing for
appointment / information, to the point at
which they reach the person who gives
them substantive help)
-What sort of evidence do you gather data on
when people get help from the clinic?
-What kind of evidence do you gather on form
clients returning to the clinic (existing or new
enquiry)
-What kind of evidence do you gather on what
matters to people coming to the clinic for support?
Systems
Thinking
Demand
and
response
Journeys
What
matters
Purpose
Invest in giving advisers time to
reflect and
learn
– not just about what technical advice they
should be giving, but how to build trust, motivation
and shared ownership of the solutions they develop.
Chilli Reid, Executive Director
chilli.reid@adviceuk.org.uk
07812 063312
Please feel free to make contact
This content delves into the importance of gathering evidence on how clients find out about clinics, the routes they take to reach the clinic, existing support or information sources, and the time taken for clients to receive help. It also explores evidence on when people seek help from the clinic, client return patterns, and what matters most to clients seeking support. The emphasis is on investing in advisers to build trust and shared ownership of solutions.
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Presentation Transcript
Where have our clients gone?
Desire path
- What kind of evidence do you gather data on how people knew the clinic existed in the first place? What kind of evidence do you gather on the routes people took to the clinic in relation to a particular enquiry What kind of evidence do you gather on support/information that client have already had from elsewhere, if any? What kind of evidence do you gather data on how long it takes for people to get help from your clinic? (eg. time from first interaction of any sort, such as ringing for appointment / information, to the point at which they reach the person who gives them substantive help) - - -
-What sort of evidence do you gather data on when people get help from the clinic? -What kind of evidence do you gather on form clients returning to the clinic (existing or new enquiry) -What kind of evidence do you gather on what matters to people coming to the clinic for support?
Demand and response Journeys Systems Thinking What matters Purpose
Invest in giving advisers time to reflect and learn not just about what technical advice they should be giving, but how to build trust, motivation and shared ownership of the solutions they develop.
Chilli Reid, Executive Director chilli.reid@adviceuk.org.uk 07812 063312 Please feel free to make contact
