Front-desk audit
A diagnostic review of a clinic’s front desk: a month of calls and chats, the enquiry → booking → visit → payment funnel and a review of each administrator. The result is a report with a plan of fixes.
≈ front-desk audits · reception audit · front desk audit · patient intake audit · enquiry handling audit
What the audit covers
A front-desk audit answers one question: where is the clinic losing patients who have already got in touch? It is not about advertising or treatment. It is about the stretch between the first message and payment.
I carry it out in a few steps:
- a month of the clinic’s calls and chats: how quickly enquiries are answered, what is said about price, whether a time is offered;
- if calls aren’t recorded, mystery-patient contacts plus the appointment book;
- the enquiry → booking → visit → payment funnel for one and the same period;
- a review of each administrator: where exactly patients are lost with them;
- a check of how the CRM or appointment book is kept: whether every enquiry is logged and whether reasons for refusal are recorded.
You receive a report: the funnel in figures, a review by administrator and a prioritised plan of fixes. We go through it on a call.
How to assess it yourself
Pick one period and work out the conversion at each step: bookings divided by enquiries, visits divided by bookings, payments divided by visits. The weakest link shows you where to start.
Common mistakes: counting only bookings and ignoring no-shows; looking at the overall picture without splitting it by channel; looking for someone to blame instead of a cause. If there is no data at all, that is already the audit’s first finding.
For a quick check, take the self-check or estimate your losses with the calculator. The front-desk audit costs €300. You can start with a free express check: 3–5 contacts as a patient, one page of findings and a 30-minute call. After the audit come implementation of standards and the control retainer; all the steps and prices are on the services page.