SOP Template for Phone and WhatsApp Service
In many clinics, the patient's first contact with the brand happens by phone or WhatsApp. That is where they decide whether to trust you, book and come back. Without a standard, each team member answers differently: one promises what she cannot, another takes a day to reply, another asks for too much data.
The standard operating procedure (SOP, called POP in Brazil) fixes that. This template organizes service into steps and lists the rules that best protect the clinic and the patient.
What a good service SOP defines
| Step | What gets standardized |
|---|---|
| Greeting | Opening line and clinic identification |
| Screening | Questions to understand the reason for contact |
| Information | What may be said and what goes to the professional |
| Scheduling | Minimum data, confirmation and instructions |
| Escalation | When to pass it to the professional |
| Record | Where and how to log the contact |
| Closing | Courteous sign-off and next step |
SOP template
Useful standard replies
Have replies ready for the most frequent questions. They save time and prevent improvising.
"How much does it cost?" "The price depends on the professional's assessment, because each plan is individual. Can I book you a consultation to go over the options?"
"Does it hurt?" "The sensation varies from person to person, and the professional will talk with you about comfort and anesthesia at the consultation."
"Can I do it today?" "The professional needs to assess you first. I will check the nearest available time for your consultation."
Data, LGPD and records
Scheduling conversations can contain health information. Define who has access to the device, use a password, turn on two-step verification and keep the conversation history when it is part of the patient chart. When you receive a patient's photo, follow the policy in consent and LGPD for photos.
How to train the team
Run short role-plays: one person plays the patient and another handles the contact, with scenarios such as "asks for a discount", "reports swelling", "wants to reschedule at the last minute". Record what worked and update the SOP. Pair it with the templates for the 48-hour reminder and for rescheduling so the tone is the same across the whole flow.
An SOP is only worth something if it is read. Give a copy to each team member, ask for a signed acknowledgment and keep a printed version at the front desk.
Frequently asked questions
What is a service SOP?
SOP stands for standard operating procedure (POP in Brazil). It is the document that describes, step by step, how the team should perform a task so that it comes out the same, with quality, no matter who carries it out.
Can the receptionist give procedure prices over the phone?
It depends on the clinic's policy. Many prefer to give prices only after the assessment, because the plan is individual. The SOP should say what may be shared and what must be passed on to the professional.
Can I give clinical guidance over WhatsApp?
The front desk should not. Clinical questions and complications go to the professional, with a record. The SOP should have a list of warning signs that trigger immediate contact.
How do I protect patient data on WhatsApp?
Use a clinic device and account, control who has access, avoid sending health documents in groups and ask for the minimum information needed. The LGPD (Brazil's data protection law) requires purpose and security.