Let's TalkLet's TalkEnquiries answered inside a minute and tracked to a booked consult, because the constraint in most practices is the response time rather than the lead volume.
Send us 90 days of call logs and form submissions. We will find every enquiry that went unanswered past five minutes, price it at your own average treatment value, and send you the total. It is usually the largest single number in the practice, and it is almost never in anyone's report.
Four failures we see repeatedly in this vertical, and what each one actually costs.
A patient enquiring about an elective procedure is enquiring with three practices, and the one that answers first usually books them. A front desk mid-clinic cannot win that race, which is why the response has to be automated rather than delegated.
Optimising to a form fill teaches the ad platform to find people who fill in forms. Optimising to a booked consult teaches it to find patients. Most accounts we open are doing the first and reporting it as though it were the second, which is why the lead volume looks fine while the calendar does not.
A booked consult that does not arrive costs the same as one that never booked. Reminder sequences, easy rescheduling and no-show recovery are unglamorous and routinely worth more than any change to the media, because the patient has already decided to come.
Meta and Google have both enforced against health data specifically, and a pixel on the wrong page is enough. This is the part of the setup where being careless is not a performance problem but a legal one, and it has to be verified rather than assumed.
Business outcomes rather than dashboard metrics. None of these is a guaranteed number - where we do guarantee something, it is written into the offer above.
The real deliverables, not a list written to make a proposal look thicker.
Not the general agency pitch. The reasons that only apply to this kind of business.
Automation should hold an enquiry and prompt follow-up. The conversation that books a patient should usually be human. Practices that automate the booking itself often lose the people who needed reassurance. We design the handover so technology covers the gaps and staff handle the moment that decides the appointment.
Most practices have a backlog of people who enquired and never booked. Many were researching, busy or unsure rather than uninterested. A structured sequence that reconnects with them costs almost nothing compared with fresh acquisition, and it is usually the first place we find patients the practice already paid for.
A low-cost lead from social media and an expensive lead from search are not comparable until you know how many of each became attended consultations. Frequently the expensive source is cheaper per patient. We report on that basis, which regularly moves budget in a direction the cost-per-lead report would never suggest.
Before any media changes we measure what is already being lost. This sets the baseline and usually finds more value than the first month of optimisation would.
Conversion moved to the booked consult, patient data kept out of the ad platforms, and the whole path verified end to end. Trustworthy reporting is decided in this week.
Automated response inside a minute, handing off to your team in hours and holding the conversation outside them. This moves the calendar before any media change does.
One procedure, enough budget to reach significance, and the funnel proven before it is copied. Spreading a first test across every service line teaches nothing about any of them.
Once cost per booked consult holds, reminders and recovery go in, then additional service lines or locations one at a time.
The parts of this that come from having run it in this industry before rather than from running it well in general.
Med spas lose them to slower responders, dental practices to a front desk that is with a patient, chiropractic practices between the first visit and the care plan. A generic lead system misses where the leak actually is. We find the specific loss point for the specialty before changing anything else.
Sending every enquiry to one central inbox slows response and confuses patients. Rules based on location, service and availability put each enquiry in front of the team that can book it fastest - which in a category decided by minutes is the difference between a patient and a competitor's patient.
An advertisement that overstates availability, price or results produces enquiries from people expecting something the practice does not offer, and they cancel or fail to attend. Aligning the promise with what actually happens at the appointment is one of the most effective ways to improve show-rate.
Following up quickly by email is one of the most reliable ways to reach a new enquiry, and it depends on the practice being able to show the person agreed to be contacted. Capturing that permission clearly at the point of enquiry protects the practice and keeps the follow-up channel open.
A three-location dental group was measuring form fills and had no standard follow-up between sites. We standardised the funnel across every location, shifted budget into Google Local Services Ads where it converted better, and put automated reminders behind every booking. Cost per lead fell to $19, appointment show-rate lifted 44%, and the group reached a full regional network in fourteen months on 31,000+ leads.
Read the full case studyThe lost-enquiry number was six figures. We had been arguing about ad spend while the actual problem was the phone.
Moving the conversion to the booked consult changed which leads the platform sent us. Fewer enquiries, more patients.
The reminder sequence paid for the retainer on its own. Nobody had treated no-shows as something you could fix.
Our AI chatbot replies within a minute of the enquiry, at any hour. During opening hours it hands to your team with the context attached; outside them it holds the conversation and books into your calendar. It is not pretending to be staff - it identifies itself, and its job is to hold the patient's attention until a person is available.
Because the ad platform finds more of whatever you tell it is success. Optimise to a form fill and it finds people who fill in forms, which is a different population from people who attend appointments. Moving the conversion event usually reduces raw lead volume and increases consultations, and the first month of that can look like a downgrade on a dashboard measuring the wrong thing.
No pixel on patient portals or any page behind a login, no condition names in URLs or forwarded fields, and no diagnosis data in a conversion payload. Conversions go server-side with personal data hashed before it leaves. Both Meta and Google have enforced against health data specifically, and hashing does not excuse having collected something that should never have been sent.
Cash-pay procedures, where the practice can attribute revenue to a lead and the arithmetic is arguable - aesthetics, implants and orthodontics, plastic surgery, LASIK, fertility, hair restoration, weight-loss clinics. We do not take addiction treatment, telehealth or pharmacy work, all of which require LegitScript certification before Google will run ads at all.
With them, and the call recordings are part of the optimisation. A campaign can only deliver an enquiry; whether it becomes a consultation is decided in a conversation we do not control. We review calls monthly and feed back what is losing bookings, which is frequently more useful than anything we change inside the ad account.
The response-time change moves booked consults inside two weeks because it is operational. Media changes need about a month to reach significance on a typical practice budget, and adding locations or service lines is a decision made once cost per booked consult has held for several weeks. A scaled multi-location programme in month one is a spend increase described as a result.
The board that governs your advertising depends on the licence you hold and the region you hold it in. These are the states we have written up.
Written for owners weighing this up, whether or not they work with us.
This is one part of a bigger service. Here is the whole of it, and the closest neighbours.
No pitch deck, no discovery call you have to sit through. Tell us the situation and we will tell you whether we can help.