Terms of work and confidentiality

Prices are public: express check — €0, front-desk audit — €300, implementation of standards — €900, front-desk control retainer — from €500/month, launching a flow of international patients — from €1,500. What each step includes is on the services page.

We start with the free express check. You order the next step only if the previous one showed it’s needed.

Where a price says “from”, the total depends on the scope: how many enquiry channels and front-desk staff, whether on-site visits are needed. I name the price before any work starts and we fix it in the agreement. No hidden fees.

In the pilot, three clinics get the express check and the audit for free, and implementation for €450 instead of €900. In return I ask for permission to publish before-and-after figures (the clinic’s name can stay out), an owner’s testimonial and consent for my next client to call you for a reference.

Before we start, we record the funnel figures: enquiries, bookings, visits, payments. We agree what we change and how we check it.

About 3 weeks after implementation I check the front desk again and compare the result with the same figures. What happens if the targets are not met is written into the agreement in advance.

I work under a non-disclosure agreement (NDA). If patients’ personal data is involved, we sign a data processing agreement under Article 28 GDPR.

The express check needs no access to the clinic’s data: I contact the clinic as a patient and see only what any patient sees.

For the audit and implementation I see only what they need:

• recordings of calls and the front desk’s chats with patients
• the appointment book and enquiry statistics
• front-desk rules and scripts

What I don’t see and don’t ask for:

• medical records, diagnoses and individual treatment plans
• patients’ payment details
• other clinics’ data — I never share it