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Approach

We see your practice the way a patient does

We go through the steps someone takes before their first appointment, in the order they take them. Then we look at what sits behind each step, so you can see why it works the way it does.

What we do during an audit

We pay attention to how things actually work for someone new, which is often different from how they were set up to work.

A video call on a laptop, with notes on the desk
Audits are done remotely, and findings are presented over video.

  1. We go through it as a prospective patient

    We use your website on a phone and a computer, and send approved test inquiries by form, phone or message at different times of day.

  2. We read what patients receive

    Confirmations, reminders, forms and pre visit instructions, in the order a new patient would get them.

  3. We ask how it works on your side

    A short conversation with whoever handles inquiries, if you’d like, helps explain what we observed.

  4. We present what we found

    A findings report and presentation, with recommendations in priority order.

What sits behind each step

A simple map of what a prospective patient does and sees, and what your team and tools do at the same moment. Problems often show up where those don’t line up.

Example map · Fictional practiceIllustrative
Finding youInquiryResponseSchedulingConfirmationBefore the visit
What the patient doesLooks you up on a phone in the eveningSends the contact formWaits to hear backPicks an appointment typeReads the confirmationLooks for forms and parking
What the patient seesWebsite and service pages“Thanks! We’ll be in touch.”A missed call the next dayOnline booking menuDate and time onlyEmail from an unfamiliar sender
Line of visibility
What your team doesUpdates the site now and thenForm goes to a shared inboxFront desk calls back between patientsCoordinator confirms the bookingBooking system sends a textForms go out two days later
Tools behind itWebsite platformShared inboxPhone systemScheduling softwareText remindersForms software
Where things don’t line up

What we pay attention to

  • What the person is trying to do.Usually that’s getting an answer, finding a time or knowing what to expect.
  • How obvious the next step is.When it isn’t clear, people tend to put it off or call somewhere else.
  • Handoffs between people and tools.Problems often appear where a request passes from one to the other.

What you can book

The audit is a complete service on its own. If you’d like help making changes afterwards, we scope that separately.

  1. 1

    New Patient Experience Audit

    A remote assessment of an agreed patient scenario, from the first website visit through inquiry, scheduling and first visit preparation. $2,500.

    Documented issues with evidence, a visual map of the experience, prioritized recommendations, and a findings report and presentation.

  2. 2

    Experience Improvement Sprint

    Optional help after the audit, from $5,000, scoped separately based on the findings.

    For example clearer inquiry and booking flows, forms, website information and patient communications.

Book a free 20 minute introductory callSee a sample audit