1. 01

    Define a suitable inquiry

    Agree on what counts before reviewing results. Separate existing-patient administration, unrelated calls, duplicate contacts, and new-patient opportunities. The categories should help the team improve the process rather than turn every contact into a marketing success.

  2. 02

    Follow the next step

    Use aggregate counts for answered inquiries, suitable opportunities, appointments booked, and first visits completed. Compare the same date cohort where possible. Bookings recorded this week may come from inquiries received earlier.

  3. 03

    Inspect the largest loss

    If suitable inquiries are not booking, review availability and the scheduling conversation. If calls are unrelated, inspect targeting and page intent. An increase in advertising will not automatically repair a problem later in the journey.

  4. 04

    Choose a practical review cycle

    Use enough observations to avoid overreacting to one unusual day. Assign an owner to the next improvement and review the same stage definitions again. Keep sensitive patient details inside the practice’s authorized systems.

A planning exercise, not a client result

Put the idea to work

Illustrative arithmetic: 40 suitable inquiries and 20 booked first appointments represent a 50% booking rate for that group. That is not a target or a forecast. If 10 other calls were unrelated, including them in the denominator would answer a different question.

What to watch for

  • Counting all calls as new patients
  • Mixing inquiry and appointment cohorts
  • Buying more traffic before checking missed opportunities

Make the next review concrete.

Use the worksheet to record your observations, the evidence behind them, and the decision you want to make. Keep unresolved assumptions visible until they are checked.

Open this site’s worksheet →