Is your front of house leaking new patients? We measure exactly where, in dollars.
A fixed-scope diagnostic for private clinic groups: dental, physio, GP, imaging. We measure how your phones, booking flow and reminders actually perform, put a defensible dollar figure on every gap, and hand you a costed 90-day plan you own outright.
30 minutes, no cost. You leave with your three biggest leak indicators named, even if you never hire us.
The Front-of-House Revenue Scorecard
TrueLark's 8-million-conversation dental dataset found 33% of business-hours calls go unanswered, and 65% of missed calls come from potential new patients (vendor data, dental practices). A 2021 Journal of General Internal Medicine study using trained callers couldn't reach 44% of 800 US practices at all (September 2020, mid-pandemic). To be fair: a missed call is not automatically lost revenue. Existing patients usually ring back. The loss concentrates in new patients, who book the next clinic on the list.
Which is why we don't quote industry averages at you. The audit measures your answer rate, your callback recapture and your new-patient share, from your own lines, on published dimensions:
- Rings to answerHow long a new patient waits before anyone picks up, by site and time of day.
- Hold timeHow long callers sit on hold after the greeting, and how many give up.
- Voicemail behaviourWhere calls land at lunch and after hours, and whether anyone rings back.
- Booking offeredWhether calls end with an appointment offered, or just information given.
- Day-part coverageWhich hours leak the most: mornings, lunchtime, Friday afternoon.
One missed-call leak, costed live
Drag the sliders. Deliberately conservative: it counts only the new patients who never come back.
Your numbers, not ours. We make no claims here. The audit does this for every leak in the business, with evidence.
Whatever your sliders show, the audit that measures it properly is $3,750 ex GST, fixed. And if it doesn't surface at least five actionable findings with quantified positive ROI, you pay nothing.
Four weeks, from access to walkthrough
Discovery
We interview the people who run your front of house, collect the data pack (carrier reports, aggregate booking counts from your practice management system) and set up the opt-in test-call window across your sites.
Measurement & Analysis
Your numbers against published benchmarks, site by site, day-part by day-part. Every gap costed net of callback recapture, split between new and existing patients, with sample sizes shown on every estimate.
Recommendations
A prioritised, costed 90-day roadmap in plain English, not a 50-page deck, walked through live with you and the person who signed.
Total call on your team: 6–8 hours across the engagement. The clock starts when we have access, not when the contract is signed. We run one audit at a time; if the queue is full you get a stated start date in writing, and if it slips more than two weeks your kick-off payment is refundable on request.
What you walk away with
- Scored assessmentPeople, process and technology scored for every site, with the scorecard behind every number.
- Costed leakage tableEvery gap in dollars, net of callback recapture, split new versus existing patients. Sample sizes and method shown on every estimate.
- Costed 90-day roadmapWhat to fix, in what order, with effort and payback for each item. Plain English throughout.
- Live walkthroughFindings presented live, every question answered. The recording is released on final payment, or on a triggered guarantee.
- You own the lotReport and roadmap transfer to you on final payment, or on a triggered guarantee. Take them to any provider, including not us.
Mystery shopping your team can trust
The test-call window measures your systems, not your people. Rings, holds and voicemail handling are what your phone stack does; that's what gets scored. Here is the whole protocol, published in full, which is rarer in this industry than it should be.
- ✓Opt-in only: commissioned in writing by the owner who signs, before a single call is made
- ✓No recordings, ever. Scorecards only
- ✓Results reported by site and day-part, never by individual
- ✓Calls capped in number and duration; no fake booking is ever completed
- ✓Urgent-care and triage lines are never tested
- ✓Your staff policy gets one standard line added: calls may be quality-checked
- ✓Results are used for the audit report only, never for individual staff discipline: that bar is written into the audit agreement
No consent, no calls. Test calls happen only after audit kick-off, commissioned in writing by the owner who signed.
Faiz Mohd
- ✓Twenty years running multimillion-dollar technology programmes for government, banking and utilities.
- ✓Modernised a large contact centre: moved it to Amazon Connect and cut operating costs by more than 70%.
- ✓Contact-centre measurement is the deepest part of the toolkit: quality scorecards, wallboards, IVR and CRM integrations.
- ✓The person on the teardown call is the person who does the audit. No handoffs, no junior team.
Priced, published, in writing
- The fee$3,750 ex GST, fixed and published. Founding price for the first five clinic groups, up to 3 sites each.
- Payment50% at kick-off, 50% on delivery of the report. Invoices Net 14.
- OwnershipReport and walkthrough recording transfer to you on final payment, or on a triggered guarantee. Yours outright, usable with any provider.
- Larger groupsMore than 3 sites: a fixed quote in writing within 48 hours of the scoping call.
- Founding conditionA testimonial or an anonymised case study, your choice, with your sign-off on the draft.
- Start dateStated in writing when you book. One audit in flight at a time; if your start slips more than two weeks, the kick-off payment is refundable on request.
An independent diagnostic with no product to sell you
- No vendor commissions. Nobody pays us to recommend them. Nothing in the roadmap earns us a kickback.
- The fee is never credited. The audit fee is never discounted against implementation work, so the findings owe nothing to a sale.
- We name what we don't sell. When the right fix is something we don't build, the report says so and points you in the honest direction.
Where a recommendation falls in a category we also build (telephony, CRM, AI, dashboards), the report discloses it in plain sight. Independence is a values decision, not a sales tactic: it's in our name.
Fewer than five actionable findings with quantified positive ROI? You pay nothing.
If the audit doesn't surface at least five actionable findings with quantified positive ROI, you pay nothing: every dollar is refunded and the report is still yours. No clauses. Assessed against the report itself and decided with the person who signed, and the refund is initiated the next business day. If your front of house is genuinely tight, the honest outcome is proof: a measured scorecard you can market with, and your money back. Nothing here limits your rights under Australian Consumer Law.
Asked before every audit
What does the audit cost?
For the first five clinic groups: $3,750 ex GST, fixed, covering up to 3 sites. The price is published because you shouldn't need a discovery call to learn it. Payment is 50% at kick-off and 50% on delivery of the report. Groups larger than three sites get a fixed quote in writing within 48 hours of a scoping call.
What exactly is guaranteed?
If the audit doesn't surface at least five actionable findings with quantified positive ROI, you pay nothing: every dollar is refunded and the report is still yours. No clauses. It's assessed against the report itself and decided with the person who signed. Nothing in the guarantee limits your rights under Australian Consumer Law.
Are the test calls recorded? Will my team be named?
No and no. Test calls follow a published protocol: commissioned in writing by the owner before any call is made, no recordings, scorecards only, results reported by site and day-part. It measures what your phone stack catches, never how an individual performed. Urgent-care and triage lines are never tested, and calls are capped in number and length.
What do you need from us?
About 6 to 8 hours of your people's time across the four weeks, and access within 48 hours of kick-off: interviews with the people who run the front desk, carrier or phone-system reports if you have them, and aggregate booking counts from your practice management system. If your PMS can't produce aggregates, we supply the count queries.
Does patient data leave the clinic?
No. We work from de-identified, aggregate exports only: counts by booking source and day-part. No patient names or contact details ever leave your systems. Anything we hold is stored in Australia and destroyed at the end of the engagement.
Do we have to use Taqwanology for the fixes?
No. The report and roadmap are yours outright on final payment (or on a triggered guarantee): take them to any provider, or do the work in-house. The audit fee is never credited against implementation, we take no vendor commissions, and where a recommendation falls in a category we also build, the report discloses it in plain sight.
We already have call tracking or an AI answering service. Why a one-off audit?
Keep it: if it's the right fix, the report will say so by name. A vendor's dashboard watches the calls that reach that vendor's system, and a vendor's diagnostic tends to point at that vendor's product. We independently measure across your sites, benchmark it, cost it, and hand you a report you own that works with any provider, including the ones you already pay. And it's guaranteed: fewer than five actionable findings with quantified positive ROI and you pay nothing. The report tells you exactly what's worth subscribing to.
What if our front of house is already tight?
Then the report shows your benchmark position and says so, and you've bought proof: a measured scorecard you can use in marketing and management. If the audit genuinely surfaces fewer than five worthwhile findings, the guarantee applies: you pay nothing, and the scorecard is still yours. We'd rather refund than invent work.
How fast can you start, and how long does it take?
Four weeks from access to walkthrough, promised honestly: we run one audit at a time, so yours gets full attention. If the queue is full, you get a stated start date in writing when you book. If your start slips more than two weeks, your kick-off payment is refundable on request.
Start with a free Ops Leak Teardown.
Thirty minutes with the person who'd do the audit. We come having studied your public footprint: website, booking flow, reviews, published fees. You leave with your three biggest leak indicators, named, whether or not you go further. No test call is ever made before you've commissioned it in writing.
If you run the front of house but don't sign the invoices: the teardown one-pager comes to you first, privately, and it includes a budget case written for the person who does. Your findings to present.
Calls bookable Tuesday, Thursday and Friday.