For dental, allied health and medical practices in Australia
Patient Revenue Leakage Audit
Find out how many bookings your practice is losing, and what they were worth.
We read eight to twelve weeks of your own enquiry, booking, cancellation and recall records. You get a written report with the opportunities in priority order, inside two weeks of getting access. One piece of work.
30 minutes. Nothing is signed on the call.
The moment
The number nobody at the practice can tell you
Ask how many people made a booking enquiry last month, and how many ended up with an appointment. Almost no practice can answer. The book records what was booked. Nothing records what was asked for and did not happen.
Why it happens
Nothing is recorded as lost
A call that rings out leaves no trace. A booking request answered two days late looks no different from one answered in ten minutes. A patient never offered a suitable time does not appear anywhere.
Nothing went wrong, nobody made a mistake, and no number moved. Over a year it adds up to work that was available and never got done.
Your practice may already be receiving the patient demand it needs. The question is how much of it turns into an appointment.
What we look at
Find out what you are losing: what we look at
Eight to twelve weeks of your own records, agreed before we start: call reports, enquiries, the appointment book, cancellations, waiting lists and your recall workflow.
Enquiries nobody got back to
Calls missed while reception was occupied, voicemails, and online requests never completed. We count them, and how many were genuine booking enquiries.
Enquiries that never became appointments
Somebody contacted you and did not book. No suitable time, an unclear answer, a slow reply, a follow-up that stopped. We record the reason each one stalled.
Appointment time that went unused
Bookable hours nobody took, cancellations nobody refilled, and how long each stayed empty. Whether there was a waiting list to ring, and whether FTAs and no-shows were followed up.
Recalls your practitioners set and nobody completed
How many patients are overdue against intervals your own practitioners chose, how many were contacted, and how many of those ended in an appointment.
What the front desk is actually doing all day
Where the hours go: the phone, the counter, scheduling, messages, rebooking. Which of it is repetitive, and which does not have to be done at the counter.
How it works
Five steps, and the fifth is optional
01
Assess
We agree the period, usually eight to twelve weeks, and which records we need. Read-only where your systems allow it. From the day that access works, the report is with you inside two weeks.
02
Identify
We separate what is measured from what is assumed. A high missed-call rate is a signal, not a finding, until we know those calls were booking enquiries.
03
Put a number on it
Where your records support an estimate we make one. We show the gross appointment value separately from what is left after the cost of delivering it.
04
Recommend
A written report: where bookings are being lost, the opportunities in priority order with their assumptions, and a 30, 60 and 90 day plan.
05
Put it in place
Optional, quoted separately, and the subject of the other page. Plenty of practices take the report and run it themselves.
Some of this cannot be measured from your records. Where it cannot, we say so.
Your own numbers
Do the arithmetic before you talk to us
We will not invent a figure for you. Here is the sum, built on hours your own book can count.
What unused appointment time is worth over a year
Your numbers, not ours
What is a year of appointment time nobody booked actually worth to your practice?
What is true for you
Unused appointment time, at your fees, gross
$172,800
What would be left after the cost of delivering it: $60,480
- 20 hours × $180 = $3,600 of unused appointment time a week
- $3,600 × 48 weeks = $172,800 a year, gross
- 35% of $172,800 = $60,480 left after the cost of delivering it
At that rate, the part worth looking at is $34,560 a year.
After the cost of delivering it: $12,096
Your own arithmetic, on the figures you entered. The starting values are placeholders, not benchmarks. Not every unused hour can be filled, and the percentage is yours rather than a result we promise. There is no missed-call figure in this sum: no honest Australian one exists.
Two figures, on purpose. The first is what those hours would bill. The second is what is left after everyone is paid. Only the second one is money. Anybody showing you a single number is showing you the first and calling it the second.
There is no missed-call figure in this sum. No honest Australian one exists, and every cost-per-missed-call number you have been shown was invented.
The boundaries
What we will never do
These are contractual, not cultural.
We never work to a booking target.
The objective is not to maximise appointments regardless of need. Where the only way to improve a number would be more treatment, we say so and stop.
We do not promise a revenue figure.
What we look for is on this page. What we find comes out of your own records, with the assumptions beside it.
Your systems, your records.
We work from the records your own practice software already produces. Read-only access where possible, agreed in writing. Nothing identifiable leaves your systems, and there is no platform to buy.
We identify, your qualified people decide.
Clinical, privacy, employment and regulatory questions go to the people qualified to resolve them. Nothing we do is clinical.
The other half
Finding out what you are losing does not stop you losing it
The audit ends with a report and a plan. If nothing changes at the front desk, the same week repeats. That is the second step.
Stop losing it every week
Patient Booking & Retention Continuity
Booking enquiries answered and followed up, and bookings completed. Short-notice cancellations offered to patients waiting for an earlier time. The recall list your practitioners set, worked by phone, and the billing behind it administered, inside your own practice software.
Patient bookingQuestions
Before you ask us on the call
- Do you need access to patient records?
- No. We need enquiry, booking, cancellation and recall records, and the appointment book.
- Will you tell us to see more patients?
- No. The objective is not to maximise appointments regardless of need. Recalls stay at the interval your own practitioners set. If the only way to improve a number would be more treatment, we say so.
- What if there is nothing there to find?
- Then the report says so. A practice already converting most of its enquiries and filling most of its book does not need the second step. We would rather write that down than sell twelve months.
- Are we locked in?
- No, there is nothing to be locked into. One piece of work, scoped in writing before it starts, with no subscription attached.
Book
Book a 30-minute review
Thirty minutes on how booking enquiries reach your practice and what happens to them. You leave with an honest view of whether an audit would find anything, or would not.
- Nothing is signed on the call.
- One piece of work, scoped in writing, not a subscription. Findings inside two weeks.