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5 Decision Flowcharts

Reception Flowcharts

Updated 2026-05-15

Flowchart 01 — Cancellation Triage

Trigger: Client wants to cancel an appointment.

Flowchart 01: Cancellation Triage
Text version (nodes + edges)
STARTstart. Client wants to cancel
→ when
DECISIONwhen. Less than 24 hours before the session?
→ under [yes] · → over [no]
ACTIONunder. SAY: <24h is charged full session rate. Offer phone / remote alternative.
→ first
ACTIONover. SAY: cancel cleanly. Ask the reason for the clinician.
→ family
DECISIONfirst. First session ever?
→ ask [yes] · → janestep [no]
ACTIONask. Ask supervisor before confirming the fee.
→ janestep
DECISIONfamily. Family booking? (parent canceling for the whole family)
→ famact [yes] · → janestep [no]
ACTIONfamact. Check ALL family members. Cancel ALL. Contact Clinic Director BEFORE confirmation.
→ end
ACTIONjanestep. Cancel in JANE · select reason · add note · send script email · notify clinician.
→ end
ENDPOINTend. Done. Director decides full / half / waive.

Flowchart 02 — Consent Form Timing

Trigger: A new client has been booked. Consent form must be tracked.

Flowchart 02: Consent Form Timing
Text version (nodes + edges)
STARTbook. Booking confirmed. Send consent form by call + email NOW.
→ h24 · → inform
NOTEinform. Inform clinician of the new booking.
DECISIONh24. Received within 24 hours?
→ h24yes [yes] · → report24 [no] · → appt
ENDPOINTh24yes. Good. Log in JANE. Done.
DECISIONappt. Appointment within the next 72 hours?
→ h48ok [yes] · → apptsoon [no]
ACTIONh48ok. Wait up to 48h IF appt is >72h away. Director may grant extension.
→ keep
ACTIONreport24. Report to clinician AND Clinic Director immediately. Do not decide alone.
→ appt
DECISIONapptsoon. Appointment within 24h AND still no consent?
→ cancel [yes] · → keep [no]
DANGERcancel. Inform clinician, then CANCEL the appointment same day. No consent = no credit card = no-show is unprotected.
ENDPOINTkeep. Keep tracking. Reception reports — clinician + Director decide.

Flowchart 03 — New Inquiry Triage — Adult or Child

Trigger: Incoming call or email from someone who is NOT yet a client.

Flowchart 03: New Inquiry Triage — Adult or Child
Text version (nodes + edges)
STARTstart. New inquiry — call or email arrives.
→ ask
DECISIONask. “Is this for you or for your child?”
→ adult [adult] · → child [child]
ACTIONadult. ADULT. Collect: full name, phone, reason for call.
→ adoh
ACTIONadoh. “Dr. Oh will call you later today or tomorrow. Are you available?” She is the clinic director and will guide next step.
→ log
ACTIONchild. CHILD. Full NAMES of MOTHER and FATHER. City of residence (Van or Lang).
→ send
ACTIONsend. Send the booking link by email for the parent meeting with Dr. Oh. “Neurodivergence is complex; Dr. Oh meets with parents first.”
→ log
ACTIONlog. Log full conversation in JANE — copy-paste full content. Update tracker.
→ end
ENDPOINTend. Transfer / route to supervisor. Dr. Oh / Laurel handle intakes.

Flowchart 04 — Escalation Chain — by Topic

Trigger: You hit something Level 1 cannot handle alone. Route by topic.

Flowchart 04: Escalation Chain — by Topic
Text version (nodes + edges)
STARTt1. Clinical question
→ r1
STARTt2. Billing question
→ r2a
STARTt3. Reach Dr. Oh
→ r3a
STARTt4. Complaint / concern
→ r4a
ACTIONr1. The relevant clinician (then loop client back).
ACTIONr2a. JanMae
→ r2b
ACTIONr3a. Rey
→ r3b
ACTIONr4a. Document neutrally in JANE
→ r4b
ACTIONr2b. Rey
→ r2c
ACTIONr3b. JanMae
→ r3c
ACTIONr2c. Dr. Oh
DANGERr3c. Dr. Oh — WhatsApp ALWAYS check JANE first. No call if she has a client.
ACTIONr4b. Clinic Director
DECISIONflag24. Stuck > 24 hours? → yellow flag. Confirm next action with team.
DANGERflag48. Stuck > 48 hours? → red flag. Escalate to supervisor IMMEDIATELY.

Flowchart 05 — Pickup Coordination — Package / Device

Trigger: Client requests pickup of a package, device, or supplement.

Flowchart 05: Pickup Coordination — Package / Device
Text version (nodes + edges)
ACTIONs1. 1. Confirm with CLIENT full name (who picks up) · item · location (per JANE) · date/time
→ s2
ACTIONs2. 2. Confirm ITEM is physically there: correct office · labeled · ready
→ s3
ACTIONs3. 3. Confirm CLINICIAN availability shift · JANE · internal chat (if pickup needs them)
→ s4
ACTIONs4. 4. Confirm BUILDING reception Van: Nadia (604) 332-8969 · Lang: (604) 546-7400
→ s5
ACTIONs5. 5. Provide PRIMARY + BACKUP staff names (sick-leave protection — never just “reception”)
→ s6
ACTIONs6. 6. Align ALL four before promising a time.
→ confirm
ENDPOINTconfirm. Confirm with client by email/SMS/call: location · date/time · access notes · named contacts. Document in JANE + tracker.
→ danger
DANGERdanger. Never promise same-day pickup without all 4 confirmations. Never say “staff” or “reception” — always exact NAMES.