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 experience

    Five Stars Outside the Treatment Room

    Rated on everything outside the treatment room. Nothing inside it.

    A five-star patient experience standard for everything before, between and after visits: five patient questions, one mystery enquiry to find your grade, and a map that shows what each star costs your front office.

    6 parts · 5 stars7 min readRead the guide
    Engage · Patient experience
    Five Stars Outside the Treatment Room
    01The other 99%
    02The five stars
    03The five-star map
    04Find your star grade
    +2 more chapters
    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
    Patient retention

    The Patient Recall Guide

    Nobody decided to let them go. They stopped being anyone's job.

    How to build a recall list you can defend, sequence it across six touchpoints, and read the numbers it produces without panicking or celebrating too early. With the messages written for you.

    6 parts · 6 touchpoints16 min readRead the guide
    Engage · Patient retention
    The Patient Recall Guide
    01Who is actually off track
    02Building a list you can defend
    03The sequence
    04The messages, one by one
    +2 more chapters
    Practice management software

    Choosing and Running Practice Management Software

    A practical guide to choosing a practice management system for your clinic.

    What is practice management software? Compare bookings, records, billing, reporting, data access and integrations with this practical clinic buying guide.

    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.