Patient Ops Guides

    How clinics actually run the patient journey.

    Working guides for the parts of clinic operations that sit between the marketing report and the clinical record — cancellations, follow-up, rebooking, and the systems underneath them. Written from real clinic operations, free to use and adapt.

    Patient retention

    Clinic Cancellation Guide

    A cancellation is a pause, not an ending.

    The standard process for engaging and rebooking patients who cancel their appointments — identification, protocol, booking SOPs, and the full touchpoint journey.

    4 parts · 6 touchpoints9 min readRead the guide
    Engage · Patient retention
    Clinic Cancellation Guide
    01Identifying cancellation patients
    02The protocol for managing and engaging them
    03Booking SOPs that support rebooking
    04The touchpoint journey, message by message
    Practice management software

    Choosing and Running Practice Management Software

    Thirteen short guides to the questions that are rarely on the checklist.

    Thirteen short guides to the questions that sit outside the standard PMS evaluation checklist — where each one tends to go wrong, and a way to test it for yourself before you commit.

    13 chapters45 min readRead the guide
    Clinic ops · Systems
    Choosing and Running Practice Management Software
    01Your PMS Is a Clinical System of Record. It Is Not a Customer System of Record.
    02Ask What You Can Get Out Before You Ask What Goes In
    03Two Systems, Two Numbers, Same Week
    04The Calendar Is a Model of How You Think You Work
    +9 more chapters

    More guides are being written from the same source material — lead follow-up, rebooking, reactivation and front-desk operations. As the library grows we'll break it into its own sub-sections.