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Conversion Gap – Front Desk Performance

Do you know your current new patient call-to-appointment conversion rate?

Yes, and we track it monthly

Somewhat—tracked inconsistently

No idea—we just answer the phones

Does your front desk team use scripts or coaching to guide phone calls?

Yes, fully trained and coached

Somewhat—we’ve talked about it

No scripts or formal training

Do you regularly listen to or review new patient calls?

Yes, we audit calls weekly or monthly

Occasionally, when there’s a problem

Never

Hygiene Department – Patient Retention

Do you run hygiene reactivation reports regularly?

Yes, weekly or monthly

Occasionally

Never

Is one team member specifically accountable for reactivation?

Yes, fully accountable

Somewhat, but not formalized

No one owns this task

Do you use a structured outreach system (calls, texts, emails)?

Yes, with automation or templates

We reach out manually

No outreach in place

Case Acceptance – Treatment Planning

Do you track case acceptance percentages?

Yes, monthly with goals

We estimate it informally

No tracking in place

Is your team trained to present treatment using trust-building language and visuals?

Yes, we’ve trained for this

Some basic training or scripts

No training or strategy

Do you follow up with unscheduled treatment?

Yes, we have a follow-up process

Sometimes, when we remember

No consistent follow-up

Schedule Efficiency – Production & Time Management

Do you have daily production goals—and does your schedule reflect them?

Yes, and we hit our targets

We set goals but don’t align scheduling

No formal goals or alignment

Are high-value procedures blocked in optimal time slots?

Yes, we use block scheduling

We try, but it’s inconsistent

No procedure-based scheduling

Is your team trained in 'productive scheduling'?

Yes, they’re coached regularly

Somewhat trained

Not at all

Marketing ROI – Lead Tracking & Patient Acquisition

Do you know your cost per new patient across all marketing channels?

Yes, we track this monthly

Rough estimates only

We don’t track it

Are marketing leads tracked from ad to call to appointment?

Yes, with clear attribution

Partially tracked

Not tracked

Is your front desk trained to convert marketing leads specifically?

Yes, with scripts and coaching

Some guidance, no formal training

No specific approach