# Client handover — Healthcare

The client handover with the items a provider cannot afford to lose: the record of which claims were cleared and by whom, the consents behind any person appearing in creative, the booking path and everything in it, and the list of creative naming individual practitioners.

Everything else is the general handover, unchanged. One row per item, named exactly, verified from the receiving side, with ownership distinguished from access.

## How to use it

1. Copy this file, or the CSV version if you would rather work in a sheet.
2. List by category first, so a whole class of thing cannot be forgotten.
3. Name items exactly, with identifiers, not by description.
4. Have the receiving side verify each item, and record who and when.
5. Distinguish ownership transferred from access granted.
6. Write the risk if missed on every row, so the list can be prioritised.
7. Keep the notes: the reasons behind decisions are the part that cannot be recovered.

## The columns

**Item** (Text). The specific thing being handed over, named exactly: the claim review record by its location, a consent by the person and the date it covers, a booking path by the system it runs in.

**Category** (Text). Which kind: an account, an asset, data, a document, an access right, a relationship or an obligation. Two documents dominate this handover — the claim history and the consents — and both usually live in one person's files rather than in a system.

**Where it lives** (Text). The system it is actually in, and in a practice that is frequently an individual's mailbox or a folder on one machine. Where that is the answer, write it down plainly; it is the finding as much as the location.

**Access before** (Text). Who could reach it before, which for the claim record is usually the marketing lead and the clinical director. The clinical director is the relationship a successor needs most and the one least likely to be introduced.

**Access after** (Text). Who can reach it afterwards, by name, and at least two current people for the booking path and the enquiry inbox. Both are answered by whoever is available, which makes single ownership fragile.

**Ownership transferred** (Text). Whether ownership moved or only access was granted. Consents in particular are the practice's rather than the agency's, and a copy held by a supplier is not the same as the record.

**Verified by** (Text). The person on the receiving side who confirmed it, by name, and for the booking path that means making a real booking and cancelling it rather than opening the form.

**Verified on** (Date (YYYY-MM-DD)). The day it was confirmed. Rosters, availability and waiting times all change weekly, so anything verified more than a fortnight before the handover date is worth confirming again.

**Risk if missed** (Text). What goes wrong for the practice if this is missed, in one line. For the consents it is that creative keeps running with permission that has lapsed, which is the failure in this category that pulling an ad does not undo.

**Outstanding** (Text). What is still to be done and by whom: the consents still to be located, the ads naming a departing clinician still to be retired, the response-time recording still to be started.

**Evidence** (Text). What shows the transfer happened: the claim record reconciled against every live ad, the consents with their scope and expiry, a test booking record, a screenshot of the permissions after transfer.

**Status** (Text). Not started, transferred, or verified. Verified on the booking path means an appointment was booked and cancelled from the receiving side, because that is the only test that exercises the whole chain.

**Notes** (Text). What the receiving side cannot infer: which claims were narrowed and why, which services are usually full, which audiences a platform has rejected before, what the current wait actually is.

## The client handover

| Item | Category | Where it lives | Access before | Access after | Ownership transferred | Verified by | Verified on | Risk if missed | Outstanding | Evidence | Status | Notes |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
|   |   |   |   |   |   |   |   |   |   |   |   |   |
|   |   |   |   |   |   |   |   |   |   |   |   |   |
|   |   |   |   |   |   |   |   |   |   |   |   |   |
|   |   |   |   |   |   |   |   |   |   |   |   |   |

## Before you commit it

- Items are listed by category, so no whole class is forgotten.
- The claim review record is handed over and reconciled against every live ad.
- Consents for anybody appearing in creative are handed over with their scope and expiry.
- The booking path is documented and tested after transfer.
- Creative naming individual practitioners is listed separately.
- Every row was verified by somebody on the receiving side, with a date.
- The notes carry the reasons behind decisions, including narrowed claims.