Sample front-desk audit report

What the audit includes

• The funnel in figures

  A month of enquiries, bookings, visits and payments — by channel and by administrator. It shows at which step the clinic loses the most patients.

• A review of each administrator

  How fast they reply, whether they find out what the patient needs, name the price, offer a specific time and get back to those who didn’t book.

• Examples from conversations

  Excerpts from calls and chats that show the moment a patient was lost.

• Patients who left “to think about it”

  What happens to those who didn’t book right away or left with a treatment plan: whether anyone gets back to them, and when.

• A plan of fixes

  What to fix first, what the team can do on its own and where the process itself needs to change.

• A call to go through it

  We go through the report and the order of steps on a call or at a meeting in Chișinău.

• If calls aren’t recorded

  Instead of recordings — mystery-patient contacts, and I build the funnel from the appointment book and payment data.