PRACTICE DIAGNOSTIC CHECKLIST
A practice, like any other business, must run like a well-oiled machine.
We know that a machine functions only if the gears are aligned properly, the pistons
are oiled correctly, etc. To do a proper diagnostic of a machine, we must check that all
the lines are connected, there are no wires crosses, it is oiled, aligned, there is fuel and
that it is flowing properly.
As the owner or manager of a practice or clinic you are its “mechanic”,
the “technician” responsible for ensuring the smooth operation of the machine (your
practice) and its long term operation.
Obviously, it is very important to be able determine the well being of a practice,
clinic or any other business for that matter. The truth is that the health of your patients
depends on the continued smooth operation of your practice. So it is clear that the
smooth operation of your “machine” is very important. But how do you determine what
needs to be fixed or if anything needs to be fixed at all? There could be hundreds and
hundreds of things that might be the cause of a poorly running machine. It could be
a fuel line, crossed wires, a missing nut or bolt, etc. Only if we run a proper and rapid
diagnostic can we locate the real cause and repair it.
I’ve found that when one point on this checklist breaks down, generally the rest start
to follow.
The use of this checklist provides a tool to diagnose what is wrong with a medical
practice and provides direction for a full repair of the practice. The list lays out each
operation in relation to the others and in the order of importance one should address
them. Start from the top and work your way down, point by point marking which is in and
which is out.
From there you can determine what steps and actions you need to take to get any
points that are out back in and as a result improve the general operation of your practice
and get it humming again.
Again, this checklist is laid out in order of importance.
_______
1. Brochures and information sheets on the different services, important client
information, etc that enlighten your patients on everything you have to offer them
in broad circulation.
IN: _____ OUT: _____
2. Proper receipt of incoming communication such as calls, mail or email. Keeping
it on the correct organizational channels, handling it quickly with no undue wait by
the sender: ensuring that payments are correctly invoiced, calls are properly
routed and messages taken are routed to the right person to handle.
IN: _____ OUT: _____
3. Responding the same day to all inquiries by the doctor or other practice staff.
IN: _____ OUT: _____
4. Seeing all patients at scheduled times, with no wait.
IN: _____ OUT: _____
5. Verifying payment method when scheduling appointment and when the patient
comes in for treatment.
IN: _____ OUT: _____
6. In each examination or treatment presentation do a comprehensive examination
and sell the patient on the full health program necessary to get them doing as
well as possible.
IN: _____ OUT: _____
7. Pre-appointment each patient that comes in for their next visit.
IN: _____ OUT: _____
8. Filling all prescriptions and other cash orders quickly (immediately as possible )
and giving good service. No lost orders.
IN: _____ OUT: _____
9. Collecting payment immediately after service has been provided.
IN: _____ OUT: _____
10. Run an internal referrals campaign to get your staff to activate patients to bring
new patients in. Use games and awards to make it exciting for your staff.
IN: _____ OUT: _____
11. Run an external referrals campaign to get your patients activated to bring new
patients in. Use games and awards to make it exciting for your patients.
IN: _____ OUT: _____
12. Offering and up selling additional general services or products provided by your
practice.
IN: _____ OUT: _____
13. Deliver the best possible treatments with the fullest possible improvements for the patient.
IN: _____ OUT: _____
14. Keeping record of all inquires as potential future clients. You should have at least
their contact information for fallow up calls and mailings.
IN: _____ OUT: _____
15. Keeping accurate and complete records (either computer records or paper files)
on every patient receiving service or who has ever received service.
IN: _____ OUT: _____
16. Training patients on proper care to address whatever ailment and to give them
greater knowledge in how to better care for themselves.
IN: _____ OUT: _____
17. Staying connected to your patients between appointments by use of social media
marketing (such as facebook, Linkedin, tweeter, etc), sending out regular
newsletters or information letters. Ensure it is informative, briefs then on the
practice, upcoming specials, services your practice provides, etc.
IN: _____ OUT: _____
18. Contacting new patients by use of traditional marketing and social media
marketing (such as facebook, Linkedin, tweeter, blogs, etc), posting ads where potential
new patients may find see them.
IN: _____ OUT: _____
19. Regularly work on reactivating past clients and getting them back in the office to
complete their wellness programs or come back in for a new comprehensive
examination and further treatment.
IN: _____ OUT: _____
20. Handle business affairs properly. Such as bill payments, updating addresses,
administering special offers, hiring of well qualified staff, etc.
IN: _____ OUT: _____
21. Keep all legal basics in. Such as properly handling insurance claims, taxes, etc.
Also, keeping in good order with the bank.
IN: _____ OUT: _____
22. Keeping the public image good by keeping bad reviews out of the internet as
necessary.
IN: _____ OUT: _____
23. Answering general letters, emails and calls.
IN: _____ OUT: _____
24. Acknowledging staff through an awards game, bonuses and social gatherings for
staff.
IN: _____ OUT: _____
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