FIELD NOTE / CLIENT EXPERIENCE

What should your clients be able to answer without messaging you?

Think about the last five “quick questions” you answered. Which ones required your judgement, and which ones repeated guidance you’ve already given?

Start with the repeat questions.

Write down the questions that come up more than once: what to do at a restaurant, how to make a meal work when plans change, or where to find the instructions from week two. These are useful clues about what clients need between sessions.

Choose the right kind of support.

• Use a short audio lesson when you explain the same idea repeatedly.
• Use a checklist or one-page resource when clients need a quick reference.
• Keep decisions that need personal judgement, symptom assessment, or changes to a care plan with you and the appropriate health professional.

Test one resource before building more.

Give it to a few current clients. Ask whether they could find the answer when they needed it. Their feedback will tell you more than another month of planning.

A good support system makes it easy to know what to do next and when to contact you. That’s how your clients can feel cared for while you step away from your phone.