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Measure your intake process

A scored assessment to gauge how your clinic measures and manages intake and front desk operations. Choose the option that best matches current practice.

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How accurately do you know your inbound call answer rate (answered ÷ total inbound calls)?

We don’t track it.

We estimate it informally (no system report).

We can pull it from reports, but not consistently reviewed.

We track it reliably and review it regularly (at least weekly).

Our calls are managed by a third party

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How do you measure inbound booking rate?

I.e. We convert 48% of inbound calls into New Patient Consults (appointments booked from inbound calls ÷ inbound calls answered)?

We don’t track inbound booking rate.

We track bookings and calls separately, but don’t calculate a rate.

We calculate it occasionally or for specific campaigns/weeks.

We calculate and monitor it routinely with clear definitions.

Our calls are managed via a third party

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How clearly do you separate and report inbound bookings vs outbound bookings?

This would help you determine the success between proactive outreach, recall lists, call-backs.

We don’t distinguish inbound vs outbound bookings.

We distinguish them informally (staff judgment), not in reporting.

We can distinguish them in some cases, but reporting is inconsistent.

We reliably report inbound vs outbound bookings with consistent categories.

We use a third party

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How well do you understand the trend of cancellation calls over time (week-over-week/month-over-month)?

Excluding data you might capture in your PMS after an appointment is missed

We don’t track cancellation call volume or trends.

We notice trends anecdotally, without data.

We can pull counts and look at trends occasionally.

We track cancellation trends routinely and use them to plan staffing/actions.

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How consistently do you track how many cancellations are rebooked (same day or within a defined window)?

We don’t track rebooking after cancellations.

We track rebooking sometimes, but not with a defined window or method.

We track rebooking with a defined window, but reporting isn’t consistent.

We track rebooking consistently with defined time windows and clear attribution.

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When a patient calls to cancel, how standardised is the rebooking workflow?

No standard process; it depends on the staff member.

There are general expectations, but no documented steps/script.

There is a documented process, but adherence varies.

There is a documented workflow and staff follow it consistently.

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What is your typical handling of missed calls (calls not answered live)?

No consistent follow-up on missed calls.

We return missed calls when time allows; not tracked.

We have a target to return missed calls, but performance isn’t measured consistently.

We have an SLA (e.g., within X minutes/hours) and track compliance.

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How confident are you in the accuracy of your call/booking data (phone system + scheduling/PMS alignment)?

Low confidence; systems are disconnected or data is unreliable.

Some confidence, but frequent manual reconciliation is needed.

Generally accurate with occasional issues or gaps.

High confidence; definitions and reporting are validated and consistent.

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How often do you review intake/front desk KPIs (answer rate, booking rates, cancellations, rebooking) with the team?

Never or almost never.

Ad hoc (only when problems arise).

Monthly or about that cadence.

Weekly (or more frequently) with action items and follow-up.

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How effectively do you turn KPI insights into operational improvements (staffing, training, scripting, scheduling templates)?

We rarely make changes based on intake/front desk metrics.

We make changes occasionally, but impact is not measured.

We make changes and sometimes measure impact.

We run a consistent improvement cycle (test changes, measure, iterate).

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Limited Measurement & Reactive Operations

You have limited visibility into core front desk/intake metrics (answer rate, booking rates, cancellation/rebooking), and processes are likely inconsistent or reactive.

Priority: establish clear definitions, baseline reporting, and a standard missed-call and cancellation rebooking workflow.

Let's chat - book us here

Developing Controls & Partial Visibility

You track some intake metrics, but reporting and workflows are inconsistent.

Priority: standardise definitions (inbound vs outbound, booking rate, rebooking window), implement routine KPI reviews, and measure the impact of process changes.

Want some help? Let's chat

High Visibility & Managed Performance

You have reliable measurement and regular performance management across intake/front desk operations. You should be ready to scale with more aggressive ad campaigns.

Priority: optimise with tighter SLAs, deeper segmentation (provider, location, daypart), and continuous improvement experiments to lift answer rate, booking rates, and rebooking after cancellations.