First Name *
Last Name *
Email Address *
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Practice Name *
The practice has identified one or more practice ‘avatars’ (ideal patient types)
Practice marketing speaks directly to the avatar rather than trying to be all things to all people
Practice marketing clearly explains how the practice is different from other practices in the area, in a way that patients understand and care about
The practice is highly visible across multiple marketing channels such as Google, Ai, social media, local community ads, business referrals, and online reviews
Practice marketing across the channels delivers a consistent message and clear brand style
Fresh content is added across different channels at least weekly
Online bookings are offered on the practice website, and via the practice’s Google Business Profile
Patients who book online receive a confirmation call soon after booking
The phone are covered at all times during business hours and missed calls are very rare – no more than 1-2/month
The practice tracks the call ‘conversion’ of patient enquiries into appointments
Call conversion rates are routinely 80% or higher
Reception staff receive regular training on phone skills such as building rapport, handling objections, and highlighting what makes the practice different/better
The patient experience - from the time of make the first booking until after their visit - is carefully choreographed for an excellent experience
Each step of the patient journey at the practice is well understood by all team members and consistently delivered
First time patients receive a welcome pack via email/post before their visit
Patients are called after their visit to get feedback on their visit
Happy patients are invited to leave a review and reviews often mention the high quality patient experience
The team regularly discusses and implements service delivery improvements based on patient feedback
Patients are engaged on a personal level at each visit and clinical staff understand the patient’s lifestyle and aspirations
Patients are regularly asked about how happy they are with their smile and given treatment options if they express dissatisfaction
Clinical staff receive regular training on patient communication
Payment plans are routinely offered for higher value treatment
Treatment plans are routinely accepted at the practice because of the close alignment between the patient’s needs and the plan that’s offered
Each patient leaves the practice with a compelling reason and timeframe to return for their next visit – not just for a ‘check up’ or ‘maintenance’
More than 95% of patients leave the current appointment with their next appointment booked
Reception staff are regularly trained in objection-handling for patients who decline to book because they’re ‘unsure about their schedule’ or similar
Patients with incomplete treatment plans are regularly followed up via a phone call
Patients whose last visit was more than 6 months ago are promptly followed up via a phone call, with persuasive reasons to book their next appointment
Patients who cancel or fail to attend are promptly followed up via a phone call, with persuasive reasons to book their next appointment
The practice regularly contacts existing patients via newsletter, birthday greetings etc to keep the practice top of mind
The practice has a clear written vision that the team understands and regularly discusses
The practice has a well understood leadership structure, and the leaders lead the practice
The practice has a clear set of values and team performance against the values is regularly measured and discussed
Staff are recognised and rewarded for living company values
The team enjoy each other’s company and contribute to a positive work environment
Staff underperformance does not go unchecked - either performance improves, or staff are moved on
How many chairs at your practice? *
How fully booked are you? *
Average new patients per month? *
Business revenue in the past 12 months? *
Services offered (tick all that apply) *