When completing events, it's important to create meaningful notes. These notes outline the development of your relationship with referral sources, and act as a call to action for your next event. To create detailed notes, we suggest using the ARC process that is an acronym for: Action, Reaction, Commitment.
Some organizations have their own requirements for call/visit notes. Please check with your manager or internal Trella Health administrator to ensure that you are also providing the details that your organization may require.
To look at each part of the ARC acronym, we'll use the following example note from a scheduled visit:
Stopped in to say hello to Dr. Smith. She was not available, but I spoke with Nancy Barrows (Office Manager). Had not spoke to her before, so I educated about our facility and services. Nancy wants more information about our COPD program. She asked for a call on Monday to discuss setting up an in-service for my next scheduled visit (in 2 weeks). Add Nancy as a contact, create event for call and prep for in-service.
The actions listed in the note cover what the marketer discussed and who they discussed it with:
Stopped in to say hello to Dr. Smith. She was not available, but I spoke with Nancy Barrows (Office Manager). Had not spoken to her before, so I educated about our facility and services.
While the purpose of the visit was to meet with a physician, that contact was not available. Instead, the marketer met a new contact, noted her name and role, and introduced himself and his organization.
After presenting information about their organization, the marketer found that the new contact was interested in learning more.
Nancy wants more information about our COPD program. She asked for a call on Monday to discuss setting up an in-service for my next scheduled visit (in 2 weeks).
Documenting the contact's reaction allows the marketer to outline next steps.
With the actions and reactions documented, the marketer then added a couple of quick notes about what they need to accomplish before the next visit:
Add Nancy as a contact, create event for call and prep for in-service.
The few notes above will require the following actions:
• Add Nancy as a contact associated to the account.
• Create a one-time event to call the contact.
• Make arrangements and prep materials for the In-Service during the next scheduled visit.
Before the next visit, this note can be reviewed by looking at:
• Historical Call/Visit Notes section of the associated account or contacts.
• Previous Call Notes field in an event that is part of a recurring series.
Reviewing previous call notes before their next call or visit ensures that the marketer is prepared and knows exactly what was discussed during the last interaction.