Fictional sample deliverable
Sample dental front-desk diagnostic report.
This shows the shape of the $300-$500 diagnostic deliverable: front-desk flow map, leak scoring, quick wins, fix backlog, and a go/no-go recommendation for a focused implementation sprint.
Executive summary
The sample clinic handles live calls well, but missed calls, unscheduled treatment, and recall/no-show exceptions do not have one visible owner or review cadence.
Highest-value leak
Missed calls and unscheduled treatment plans can go stale when the front desk is busy.
Likely impact
High-intent patients may wait too long for a callback or lose momentum before booking treatment.
Recommended next step
Run a 5-day sprint for missed-call ownership, unscheduled-treatment follow-up, and weekly exceptions.
Go/no-go
Go, if the clinic can name one front-desk owner and confirm current PMS/reminder-tool capabilities.
Front-desk flow map
| Step | Trigger | Owner | Manual action | Failure mode |
|---|---|---|---|---|
| 1 | Call or web request arrives | Front desk | Answer, route, or book | Works when live, weaker when missed |
| 2 | Call is missed | Unclear | Check voicemail when available | No shift owner or same-day open-call review |
| 3 | Treatment plan is discussed | Treatment coordinator / front desk | Patient gets estimate or next step | Follow-up owner is not visible |
| 4 | Patient is overdue for hygiene | Reminder tool / front desk | Automated reminders run | Failed reminders and non-responders are not reviewed |
| 5 | Patient no-shows | Front desk | Mark status and continue day | Same-week rebook attempt depends on memory |
| 6 | Owner reviews schedule | Dentist or practice manager | Ask team what is stuck | No single exception view |
Scorecard
The lowest scores point to the first workflow worth fixing.
1
Missed-call ownership
Callbacks depend on who notices voicemail between patients
3
New-patient scheduling
The team can book when contact is live, but no-answer follow-up is loose
2
Treatment-plan follow-up
Unscheduled treatment has notes but no visible next-action owner
2
Recall reactivation
Automated reminders run, but non-responders are not reviewed weekly
2
No-show rescue
No-shows are recorded, but same-week rebooking is inconsistent
1
Owner visibility
The dentist or practice manager asks for manual updates
Fix backlog
Priority 1
Missed calls do not always get a same-day owner
Fix candidate: Create missed-call status, shift owner, two-touch callback script, and end-of-day open-call review
30-day metric: 95% of missed calls have a same-day owner and next action
Priority 2
Unscheduled treatment follow-up ages without a clear owner
Fix candidate: Add a non-clinical unscheduled-treatment list with next follow-up date, blocker, and outcome
30-day metric: 90% of unscheduled treatment plans have a next action within 7 days
Priority 3
Recall and no-show recovery are not visible in one review habit
Fix candidate: Create a weekly front-desk exception review for overdue recall, failed reminders, and no-shows
30-day metric: One weekly list reviewed without manual spreadsheet work
Recommended sprint scope
Make missed calls, unscheduled treatment, and recall/no-show exceptions owned, visible, and reviewed without replacing the practice management system.
Proposed price in this sample: $1,500-$2,500 assuming the current tools support statuses, reminders, tags, exports, saved views, or recurring reports.
What the buyer can decide
- Do nothing if missed calls and unscheduled treatment are already owned daily.
- DIY if the practice manager can create the exception list and review cadence this week.
- Run a fix sprint if the handoff touches multiple tools or staff roles.
- Use monthly tune-up only after the first front-desk fix proves value.