Front Desk Chaos Screener

For each statement, choose how often it's true at your front desk today. 0 = Never / not in place · 1 = Rarely / informal · 2 = Sometimes / partially defined 3 = Usually / defined & mostly followed 4 = Consistently / defined, followed, and checked. Leave blank for N/A or Don't know.

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D01 Phones & Callbacks: During the busiest hours of the day, one person is clearly responsible for phones and a different person is clearly responsible for in-person patients.

D02 Arrival & Check-In: Every arriving patient gets the same greeting standard (words, eye contact, timing) regardless of who is working the window.

D03 Wait Time & Flow: Waiting patients get an update at defined intervals (not just when they come to the desk to complain).

D04 Scheduling: Scheduling uses a defined set of appointment types (duration, provider, prep required) with no 'miscellaneous 15-minute' catch-all.

D05 No-Shows & Confirmation: Every scheduled visit gets a defined confirmation cadence (channel + timing) and the cadence is followed.

D06 Checkout: Every patient leaves checkout with the next step confirmed in writing and verbally.

D07 Admin Requests: Admin requests (forms, records, letters, refill routing) have a single intake and a single owner per request.

D08 Handoffs: Front-to-clinical handoffs are closed-loop: the sender confirms receipt and the receiver confirms completion.

D09 Team: Every front-office role has a one-page role clarity doc and a current cross-training grid showing who can cover whom.

D10 Reputation: Every published review (Google, Healthgrades, Yelp) gets a compliant, PHI-free response within a published time standard.

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