Illustrative sample audit

What a New Patient Experience Audit looks like

A worked example for a fictional medical spa. Each finding shows what we tested, what we observed, why it matters, what we recommend, and what we can and can’t conclude.

Illustrative sample audit

These examples are fictional and demonstrate the types of issues we investigate. They are not findings from an actual client.

New Patient Experience Audit · Summary

CURE Med Spa

A fictional medical spa.

Scenario: Someone interested in lip filler, contacting the practice for the first time
What we looked at: Website on mobile and desktop, online booking, contact form, confirmations and pre visit messages
Findings: 3 shown here, all fictional

What we tested	What we found	Why it matters	Priority
Choosing an appointment online	Appointment types with no explanation of who each is for	A new patient may pick the wrong one or stop to ask	High
Submitting an appointment inquiry	The confirmation gives no reply time or next step	The patient doesn’t know what happens now	High
Messages after booking	Date and time only, nothing about the visit itself	First time patients arrive with questions	Medium

Finding 01

BookingHigh priorityHypothetical

Not sure which appointment to book?

What we tested: Illustrative test scenario: someone considering treatment for the first time tries to book an appointment online.
What we observed: The booking page presents several appointment types, including a new patient consultation, a treatment consultation and a follow up appointment. It doesn’t explain who each appointment is intended for or how they differ.
Why it could matter to a prospective patient: Someone unfamiliar with the practice may not know which appointment to select. They may hesitate, choose incorrectly or leave the booking process to ask.

Observation

1Similar names, and no description of who each one is for
2No starting point for someone who is new

What the practice could change: Add a short explanation beneath each appointment type, including who it is intended for and what the patient should expect. Where appropriate, give first time patients a clear place to start.

Recommendation, sketched

What we can conclude: The booking page does not provide enough information to confidently distinguish between the appointment options.
What we can’t conclude: How many people abandon the booking process, or how much revenue this affects, without additional behavioral or booking data.

Finding 02

InquiryHigh priorityHypothetical

Your inquiry was received. Now what?

What we tested: Illustrative test scenario: a prospective patient submits an appointment inquiry and receives a confirmation that does not explain when to expect a response.
What we observed: The confirmation acknowledges receipt of the inquiry but doesn’t explain when someone will respond or what the patient should expect next.
Why it could matter to a prospective patient: The prospective patient may be left wondering whether their request was received, whether they need to call the office or when they can expect to hear back.

Observation

1No time frame for a reply
2No next step, phone number or office hours

What the practice could change: Clarify the confirmation message: acknowledge the request, give an expected response time and explain what the patient should do next.

Recommendation, sketched

What we can conclude: The confirmation message does not establish a clear expectation for the next step.
What we can’t conclude: How long the practice actually takes to respond, or how many inquiries are lost as a result, without its own response time data.

Finding 03

Before the first visitMedium priorityHypothetical

Your appointment is booked. Are you ready for your first visit?

What we tested: Illustrative test scenario: a new patient reads the appointment confirmation and the messages sent before the first visit.
What we observed: The confirmation includes the appointment date and time but says little about what to expect. It doesn’t explain when to arrive, how to prepare or where to find more information about the appointment.
Why it could matter to a prospective patient: Someone visiting for the first time may have unanswered questions, or need to call the office for information that could have been sent in advance.

Observation

1No arrival time, preparation or link to more information

What the practice could change: Review the pre visit messages so the information a first time patient needs is easy to find, including a clear link to the practice’s own provider approved preparation instructions.

Recommendation, sketched

The practice’s own provider approved instructions, easier to find. We don’t write clinical advice.

What we can conclude: The hypothetical confirmation leaves out several useful details about the first visit.
What we can’t conclude: Whether patients were confused, made extra calls or missed appointments as a result, without actual patient or operational data.

We show you what we find. We don’t assume what we can’t see.

An unclear booking page is something we can document. Whether it caused someone to abandon an appointment is a different question.

We distinguish between what we directly observe, what the research suggests and what would require additional information to establish.

That way, your practice receives findings it can actually evaluate and act on.

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