Changing Your Clinic's Marketing Agency: What Should Be Handed Over?

Quick answer: Before your outgoing agency loses access, confirm who owns the relevant accounts, whether your clinic can access them, which files should be handed over, how billing will be handled and who is responsible for active work. Check your ad accounts, creative assets, card billing and communication lines. Test your clinic's access and record anything still unresolved. For ownership, file rights and other obligations that depend on your agreement, check the agreement before treating an item as something the agency must transfer.

At Revflow, the ownership and access checks I look at cover four areas: ad accounts, creative assets, card billing and communication lines. For work that is still active during the change, I look for clear communication about who does what.

If you're working out how to change marketing agency, use those areas to guide the handover. The aim is to make each responsibility clear before the outgoing agency's access ends.

Confirm account ownership and test access

Start with a list of the accounts used for your clinic's current marketing. Include the ad accounts and any connected business pages, website accounts, forms or reporting tools involved in the work.

For each one, record:

• The account name and a link or account ID.
• Who is recorded as the owner, where that information is available.
• Which clinic representative has access.
• What that representative can view or change.
• What access the outgoing agency still has.
• Any ownership or access question that remains unresolved.

Treat ownership and access as separate checks. Ask who owns the account, then test what your clinic can actually do inside it. Avoid marking an account complete just because someone has sent a login invitation.

Have the clinic's designated representative sign in and check the functions the clinic needs. If ownership is disputed or a transfer is proposed, check the agreement and the account's available transfer process before setting a completion date.

List the creative files and check the agreement

For creative assets, ask for a clear file list. Depending on the work commissioned, that might include approved images, videos, ad copy, website copy and editable working files.

For each item, confirm:

• Which version is the latest approved version.
• Whether it is currently in use.
• Where the clinic can access it.
• Whether the file opens correctly.
• Whether any usage restriction needs checking.
• Whether the agreement includes the editable source file.

Be specific about the format you are requesting. If you need to change a design later, ask whether an editable version is included rather than simply requesting “all creatives.”

Check the agreement before assuming the clinic is entitled to every working file, template or licensed asset used in production. If something is excluded or unclear, record the question and agree on what will be handed over. Keep unresolved rights questions visible instead of marking the whole folder complete.

Check card billing and paid activity

Review card billing alongside the accounts and work it supports.

Ask which payment arrangement supports each active ad account, which ongoing services have charges associated with them and who is responsible for any remaining invoices under the agreement.

For every paid activity, agree whether it should continue, pause or end. Then name the person responsible for any billing change and when they should make it.

Keep payment details out of the general handover checklist. Record the responsible person and confirmation status there instead.

Do not treat “billing checked” as a complete instruction. Write down the intended outcome, such as keeping the agreed campaign running through the transition or ending a named service on the agreed date.

Confirm the clinic's communication lines

List the communication lines used for current marketing. Depending on your setup, these could include a business email address, page inbox, website contact form or business phone line.

Confirm who controls each one, who can access it and who will monitor it during the change.

Test the routes that matter. For example, send a general test message through the website form and confirm that it reaches the intended clinic contact. Use a clearly labelled test without patient information.

For each communication line, record:

• Who will monitor it during the transition.
• Who will handle new inquiries.
• Who will deal with an access problem.
• When the outgoing agency's responsibility ends.

If an agency-controlled address or number is involved, clarify its future use and any transfer question before relying on it after the handover.

Agree who handles work that is already active

The handover should cover what is happening now, as well as the accounts and files.

My check here is clear communication about who does what. Turn that into a short written list of active campaigns, scheduled posts, pending approvals, unfinished changes and other work still in progress.

For each item, agree on its current status, the next action, the responsible person and the deadline. Include anything waiting for the clinic's approval.

For example, if a campaign will remain active until an agreed date, name who will monitor it until then and who will make any approved changes. If a post is scheduled for after the outgoing agency's final day, decide whether it should remain scheduled, be revised or be cancelled.

Put the access-removal date beside these responsibilities. Before that date arrives, check that every continuing task has someone assigned to it who has the access needed to carry it out.

Keep this list focused on the outgoing handover. Planning the new agency's strategy and preparation is a separate step.

Close the handover with a written confirmation

Use one checklist to bring the handover together. Give every item a status: confirmed, unresolved or not applicable. For unresolved items, include the person responsible and the next action.

Before removing the outgoing agency's access, confirm that:

1. The clinic has tested the access it needs.
2. Ownership questions have been checked or clearly recorded as unresolved.
3. The agreed files have been received and checked.
4. Billing responsibilities and any planned changes are clear.
5. Communication lines have a named person monitoring them.
6. Active work has a named person responsible for the next action.

Then agree who will remove access, which accounts are included and when it will happen. After removal, check the clinic's access again and confirm the status of any work that was meant to continue.