How the new patient tracking system works
Three boards instead of one, so we can finally see where a patient is, what they had done, and what it was worth. This page walks the whole thing end to end.
1Where we are today
Pulled live from our GoHighLevel account. These are the actual numbers, not estimates.
We are doing the work but not recording it, so every report reads zero. Nothing here is a marketing problem. It is a bookkeeping problem inside the CRM.
2The change: one board becomes three
A dental practice earns money in three different ways, and they were all crammed into a single list. Splitting them is what makes each one measurable.
New Patient Acquisition
Treatment Plan
Recall & Reactivation
3The journey, start to finish
One patient, moving through all three boards. Watch a card travel the first board, then get handed to the next.
Board 1 · New Patient Acquisition
New Lead
Contacted
Follow‑Up 2
Follow‑Up 3
Booked
Showed
New Patient
Board 2 · Treatment Plan
Exam Done
Presented
Thinking
Financing
Accepted
Scheduled
Completed
Board 3 · Recall & Reactivation
Due Soon
Reminded
Overdue 30
Overdue 90
Dormant
Re‑engaged
Rebooked
4What the boards look like right now
These are live demo cards loaded into the real account so we can walk them on screen. Every demo contact is blocked from receiving messages.
New Patient Acquisition
Each card = the $65 entry offer
Treatment Plan
Each card = the real dollar value
Recall & Reactivation
Each card = a hygiene visit
$28,200 of treatment is sitting open on Board 2, and $12,400 of that is already Accepted and just needs scheduling. Today none of that is visible anywhere. That is the entire argument for doing this.
5The fields: ledger and balance
The most common question is whether patient information belongs on the card or on the person. The answer is both, and the split is not arbitrary.
On the card The ledger · one entry per case
- Amount — the only figure the system adds up
- Status — won or lost, never left open
- Service Category — what this specific case was
- Lost Reason — why it did not close
On the person The balance · one record, adds up over time
- Services Completed — everything they have ever had done
- Last Visit and Next Recall Due — drives the reminders
- Recall Interval — 3, 4, 6 or 12 months
- Lifetime Production — total value of the patient
- Patient Status — lead, active, inactive, lost
Maria has a cleaning, then a crown, then an implant over two years. Each is its own card with its own amount, so we can report what we produced each quarter. Her person record shows all three services and $5,665 lifetime, so we can text everyone who has ever had an implant. Neither half answers both questions on its own.
6The fields we built
Eight new fields on the person, one on the card, plus a Lost Reason that already existed. We also deleted seven fields that had never been used once.
| Field | Lives on | What it does |
|---|---|---|
| Patient Status | Person | Lead, Booked, New Patient, Active, Inactive, Reactivated, Lost. The backbone. Everything filters off this. |
| Services Completed | Person | Checklist of every service they have had. Added to, never overwritten. |
| Last Visit Date | Person | Finds patients who have gone quiet. |
| Next Recall Due | Person | The date every reminder fires from. |
| Recall Interval | Person | 3 months for perio, 6 for standard. One reminder system reads this instead of us building four. |
| Lifetime Production | Person | Running total. Turns “this lead cost $14” into “this lead produced $5,850”. |
| Treatment Plan Status | Person | Presented, accepted, declined, deferred. |
| Pending Reason | Person | Cost, time, fear, insurance. Someone who declined over price needs a completely different message than someone who is scared. |
| Service Category | Card | What this one case was for. |
| Lost Reason | Card | Why a case did not close. Replaces the dead-end columns we used to have. |
7What happens without anyone doing it
One 30 second form at checkout feeds everything below. That is the only new habit for the front desk.
- Front desk fills the visit formWhat was done today, what it produced, was a plan presented, did they accept, when do they come back.
- The person record updates itselfServices added, last visit stamped, next recall calculated, lifetime production increased.
- The card closes properlyMarked won with its real amount, so revenue reporting finally works.
- The recall reminder schedules itselfSix months out, or three for perio. Nobody has to remember.
- Unaccepted plans go into follow-upSorted by why they said no, so the message actually fits the objection.
