No-shows absorb the margin
An empty chair cannot be resold. Reminder sequences that actually run recover most of it.
Healthcare & Wellness
Fill the schedule without adding front-desk hours.
Practice growth is limited by chair time and front-desk capacity, not by demand. The work is filling the diary reliably and reducing the administrative load per appointment.
The customer lifecycle
Every stage, including the ones that fail.
This is the path a customer actually takes in your sector. We’ve marked the stages where the business most often loses them — and it is rarely the marketing.
- Local searchDemand
- Service pageDemand
- Enquiry or callDemand
- QualificationOperationsUsually breaks here
- Appointment bookedOperations
- Reminder sequenceOperationsUsually breaks here
- VisitSystems
- Treatment follow-upOperations
- ReactivationOperationsUsually breaks here
3 of 9 stages are where this sector most often loses the customer.
Where it breaks
What that costs, specifically.
The front desk is the bottleneck
Booking, rescheduling and answering the same questions consume the hours that could be spent on patients in the room.
Lapsed patients are never contacted
Reactivating an existing patient is far cheaper than acquiring a new one, and almost nobody does it systematically.
What we measure
The numbers this work answers to.
Agreed before we start, reported throughout. No vanity metrics.
- Appointment fill rate
- No-show rate
- New patient acquisition cost
- Reactivation rate on lapsed patients
What we typically build
For healthcare & wellness.
Let’s talk about your healthcare & wellness business.
30 minutes, no pitch. If we’re not the right fit, we’ll tell you that too.