Digital Vitamins/Studio/Diagnosis sample
Nobody should pay €900 for a document they have never seen. This is a real Diagnosis delivered to a seven-person clinic, with the practice name and every identifying figure changed and nothing else touched.
01 Contents
This is a real Diagnosis, delivered to a seven-person clinic, with the practice name and every identifying figure changed. The structure and the writing are untouched.
Practice
Diagnosis
Prepared for Practice name withheld, a seven-person clinic. Two sittings of ninety minutes and one week of observation.
A written description of the actual operation, not the intended one: every form, hand-off and workaround, in the order they happen. Practices routinely tell us this is the first time they have seen it written down.
Conversion, failure rate, average value, days to payment, hours lost to admin. Most practices have never seen these five on one page.
Each leak with a euro figure and the assumption behind it, so you can argue with the assumption rather than the conclusion.
The week, measured rather than remembered, split into what only you can do and what a machine could.
Every opportunity scored on effort against payback, including the ones we recommend you do not take this year.
A single recommendation, sized to what you can absorb this quarter. Sometimes it is a Treatment. Often it is one automation and a price rise.
02 Page 7, redacted
Every practice we diagnose can quote its turnover. Almost none can quote these.
Figures altered from the original. The shape of them (three good numbers and two alarming ones) is typical.
03 Page 11, in full
So you can judge the writing rather than take our word for it.
Twenty-two enquiries arrived in the observed month. Nine received a reply within a working day, eleven within three days, and two never received one at all. Both of the unanswered enquiries came in on the same Thursday afternoon, which was also the afternoon the hygienist called in sick.
The practice believes it has a marketing problem, and has been quoted €4,800 for a new website by two separate agencies. We do not think the website is the problem. Of the thirteen enquiries that did not become patients, eleven had waited more than a day for a reply, and four had already booked elsewhere by the time the reply arrived.
The mailbox has no owner. It is read by whoever is free, which means it is read reliably on quiet days and not at all on busy ones: precisely inverted, because busy days are when enquiries arrive. This is not a software failure. It is an unassigned responsibility, and it can be fixed on Monday for nothing by naming a person and a window.
Once that is true and holding, an enquiry form that routes and acknowledges automatically is worth building. Built before it, it will simply deliver unanswered enquiries faster.
Reproduced as delivered. Only the practice name and identifying figures were changed.
04 Pages 14–18
The column that matters is the last one. Two of these carry a recommendation not to proceed, which is the part a proposal would never include.
| Opportunity | Note | Verdict |
|---|---|---|
| Reminders | Cut failed appointments; the single cheapest change available to this practice | Do first |
| Recalls | Automate the six-month cycle; recovers roughly a fifth of lapsed patients | Do first |
| Online booking | Removes phone booking from the desk; needs the diary rules agreed first | Do second |
| Reply routing | Owner and SLA on the shared mailbox; a process change, not software | Do now, free |
| Patient portal | Real value, but only once recalls and booking are bedded in | Next year |
| Fee restructure | Defensible, and worth more than everything above combined | Discuss |
| Replace the PMS | Attractive, expensive, and not the problem. We advise against it | Do not |
| Marketing site rebuild | The site is not why enquiries are lost. The 27-hour reply is | Not yet |
05 The terms
About a third of the practices we diagnose do not go on to a Treatment with us that year, and we would rather that stayed true. A Diagnosis that only ever recommends buying from us is a brochure.
Seven questions first →