Baseline Reading

DAY 0 · EXAM WKS 1–6 · MAY 25 — JUL 3 '26 · GROUP · 12 LOCATIONS · SPECIMEN

CONFIDENTIAL · RX 01FORM 247-B

Six weeks. Three locations examined, the call center for a week, your last four board decks read. Every number below carries its method and its confidence. This document contains no recommendations — the Diagnosis is a separate document.

LOCATIONS EXAMINED

3 of 12 — top / median / bottom by TTM collections

CALL-CENTER SIT

Wk 3 · 5 business days · 412 calls scored

BOARD DECKS READ

4 · Q3 '25 — Q2 '26

DEFINITIONS

Frozen 6-26 · retest (Rx 04) reuses these instruments

VITALS — DAY-0 READINGS · METHOD · CONFIDENCE

NEW PATIENTS / MO

241

blended, 12 locations · trailing-3-mo avg

METHOD

PMS new-patient flag, deduplicated by person not by chart; cross-derived from call log + booking log (variance 2.1% — within tolerance).

CONFIDENCE

HIGH

two independent derivations agree

REVENUE (COLLECTIONS) / MO

$1.31M

collections basis, net of contractual adj.

METHOD

PMS posted collections tied to GL line 4000 (patient revenue) net of 4100 (contractual adjustments). Production basis reported separately in workpapers.

CONFIDENCE

HIGH

reconciles to the GL within 0.4%

NP ACQUISITION COST

$246

fully loaded — media + fees + tools

METHOD

12-mo marketing spend rebuilt from GL + vendor invoices (not the ad dashboards) ÷ NP count. Board decks reported $118 — media-only, excluding fees and tools.

CONFIDENCE

MODERATE

one vendor's invoices incomplete for 2 of 12 months

SOURCE ATTRIBUTION COVERAGE

2 of 12

channels traceable end-to-end, click to chair

METHOD

Census of every channel receiving spend or effort; a channel counts as attributed only if a booked patient can be traced to it end-to-end in a system the client owns.

CONFIDENCE

HIGH

census is exhaustive; the gap is the finding

ANSWER RATE, PER DESK

78%

blended · range 68 – 96% across desks

METHOD

Phone-system logs, 12 mo, all lines; verified against the wk-3 sit-week hand count (412 calls). Per-desk table, sheet 2. After-hours calls counted as unanswered — that is when patients book.

CONFIDENCE

HIGH

log data matches sit-week observation

BOOKING RATE, PER DESK

34%

of answered new-patient opportunity calls

METHOD

Sit-week sample scored on the intake rubric (answered → offer made → booked), two scorers, 96% agreement. One week is a sample, not a season — flagged accordingly.

CONFIDENCE

MODERATE

single-week sample; rubric now instrumented for continuous read

NO-SHOW RATE

16%

of scheduled appointments · trailing 3 mo

METHOD

PMS appointment statuses. Two locations mark late cancels as no-shows, one does not — definitions frozen going forward; historical read carries that noise.

CONFIDENCE

LOW

inconsistent historical status discipline across locations

Baseline Reading — cont.

PER-DESK DETAIL · ASSESSMENT · WHAT YOU KEEP · SPECIMEN

CONFIDENTIAL · RX 01FORM 247-B

PER-DESK ANSWER / BOOKING — EXAMINATION LOCATIONS · SIT WEEK (WK 3) · 412 CALLS
DESK	CALLS IN	ANSWERED	ANSWER RATE	OFFER MADE	BOOKED	BOOKING RATE
North — 04 (top)	147	141	96%	88%	62	44%
Central — 01 (median)	139	118	85%	71%	41	35%
Riverside — 09 (bottom)	126	86	68%	52%	19	22% · flagged — Tue/Thu lunch coverage

ASSESSMENT — SOAP reading only — the prescription is a separate document

SUBJECTIVE — WHAT LEADERSHIP REPORTS

"Marketing works but growth has flattened; the board sees rising spend and flat new-patient volume. Nobody trusts the marketing slide."

OBJECTIVE — WHAT THE INSTRUMENTS READ

Volume is not the problem: demand reaching the phones grew 11% YoY. 2 of 12 channels are attributable; fully-loaded NP cost is $246, not the $118 the board decks carry; the bottom-quartile desks answer 68% and book 22%. The board steers by numbers no operational system can reproduce.

ASSESSMENT

The practice buys demand it then measures with instruments that cannot see it, and hands it to desks that convert at half the rate of its own best location. The variance between desks is larger than the variance between marketing channels.

PLAN

Deferred — by design. Diagnosis (Rx 02) follows as one document: bottleneck, theory of constraint, ranked changes, go / no-go. We do not write a deck of our own.

WHAT YOU KEEP EITHER WAY — WHETHER OR NOT WE EVER WORK TOGETHER AGAIN

This baseline reading, with methods and confidence flags — re-runnable by any competent team.
The instrumentation: call tracking, form/booking events, first-click-to-chair attribution — all in accounts held in your name, admin credentials yours.
The intake scoring rubric and the per-desk logging it feeds.
The frozen definitions document, so any future measurement matches this one.
Raw exports: 12-mo call logs, rebuilt marketing GL, board-deck reading sheets.

FAQ Q.10, kept literally: "You keep the baseline reading and the instrumentation either way."

NO RECOMMENDATIONS APPEAR IN THIS DOCUMENT. ANY SENTENCE THAT SOUNDS LIKE ONE IS A DEFECT — REPORT IT AND WE WILL STRIKE IT.

— specimen —
EXAMINING PARTNER, ADMEN
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REVIEWING PARTNER — RE-DERIVED VITALS 1 & 5
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RECEIVED — CLIENT CFO / OWNER · DATE