Front-desk audit
The front-desk audit costs €300: I review a month of your clinic's calls and chats and build the enquiry → booking → visit → payment funnel. You see at which step and with which administrator patients are lost, and you get a report with a plan of fixes.
- Price
- €300
- Format
- Online + a results call
Who it’s for
For owners of private dental clinics with 3–10 chairs who get enquiries but fewer bookings and payments than they should. For those who have had the express check and want to know how big the problem is. And for those about to invest in advertising or standards who want to see first where exactly patients are lost. It also suits aesthetic medicine clinics.
The problem it solves
The express check shows that a problem exists, but not how big it is. How many enquiries a month end without a booking? How many booked patients don't turn up? How many leave ‘to think it over’ with a treatment plan? Which administrator loses more patients, and at which step? Without these answers, fixes are guesswork: scripts that already work get rewritten, while the step where most patients leave stays untouched.
What’s included
- A month of the clinic's calls and chats: phone, WhatsApp, Instagram and other channels
- The enquiry → booking → visit → payment funnel in numbers, from your data
- A review of each administrator: reply, price, booking, follow-up
- Separately — what happens to patients who didn't book straight away or left ‘to think it over’
- If calls aren't recorded — mystery-patient contacts and the appointment book
- A written report: the funnel, the review by administrator, a plan of fixes
- A results call: we go through the report and the order of steps
Result
You know at which funnel step the clinic loses the most patients and why. You see how each administrator works — in numbers and in examples from real conversations. You have the report and a plan: what to fix first, what the team can do on its own and where systematic work is needed. These numbers become the ‘before’ point that later results are compared against.
How the audit works
- A call and an NDA. We clarify which channels patients use, whether calls are recorded, where the appointment book is kept and where payments show up. We sign a non-disclosure agreement and, if patients' data is involved, a data processing agreement.
- A month of data. You give me access to call recordings, chats in messaging apps and on social media, the appointment book and payment data. We take the last full month.
- The funnel. I count how many enquiries came in and how many of them booked, came to the appointment and paid for treatment. Separately by channel and by administrator.
- Reviewing conversations. I listen to calls and read chats: how quickly they reply, whether they find out what the patient needs, how the price is presented, whether a specific time is offered and whether patients who didn't book are followed up.
- The report and the call. I send you the report: the funnel in numbers, a review of each administrator and a plan of fixes. Then we go through it on a call or at a meeting in Chișinău.
You can see what the report looks like in the anonymised example.
If calls aren't recorded
The audit is still possible. Instead of recordings I make mystery-patient contacts by phone and messenger, and I build the funnel from the appointment book and payment data. WhatsApp and Instagram chats stay in the apps, so I review them as usual.
Accuracy on calls is lower in this case, and I say so plainly in the report. IP telephony with call recording can be set up at the implementation stage.
What I need from the clinic
Access to call recordings or an export, access to chats or an export, and the appointment book and payment data for one month. Plus one person who can answer questions about the data. You don't have to warn the team in advance: I review conversations that have already happened. If calls aren't recorded, it is better not to warn them, or the mystery-patient contacts won't show the everyday work.
I work under a non-disclosure agreement. What exactly I see is described in the terms of work.
What happens next
The report is yours to keep, and your team can act on it without me. If you want, the next step is implementation of front-desk standards, for €900: scripts, enquiry tracking, IP telephony with recording if you have none, staff training and a repeat check after about 3 weeks. You decide after the audit. All steps and prices are on the services page.
Questions and answers
How is the audit different from the express check?
The express check is 3–5 contacts from the outside; it shows whether there is a problem. The audit looks from the inside at a month of calls and chats; it shows how big the problem is, at which funnel step patients are lost and how each administrator works.
What is the pilot and what are its terms?
In the pilot I take three clinics on special terms: for them the express check and the audit cost nothing, and implementation is €450 instead of €900. In return I ask for permission to publish the ‘before/after’ numbers (the clinic's name can be left out), a review from the owner and your consent for the next client to call you for a reference. The number of places left is shown on the home page. Outside the pilot, the audit costs €300.
Our calls aren't recorded. Is an audit possible?
Yes. Instead of recordings I make mystery-patient contacts, and I build the funnel from the appointment book and payment data. Call recording can be set up at the implementation stage.
Won't the administrators take offence?
I review actions in the conversation, not the person: what was said about price, whether a time was offered, whether the patient was followed up. You receive the report and decide what to show the team. I recommend presenting the findings as a review of the process, not a hunt for someone to blame.
Could our data end up with competitors?
No. I work under a non-disclosure agreement (NDA), and if patients' data is involved, we sign a data processing agreement. The details are in the terms of work on this site.
Do we have to order implementation after the audit?
No. The report is yours to keep, and your team can act on it on its own. Implementation is separate work, and you decide after the audit.