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CRM Briefing – Patient Tracking System

Internal briefing · CRM rebuild

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.

417

Opportunities
Created since January. All of them still sit in one single board.
$0

Revenue reported
Even though $52,783 of work has actually closed. The system was never told those cases were won.
2.9%

Carry a dollar value
12 of 417. If a case has no amount on it, it cannot be counted.
$5,850

Average accepted case
This is the real prize. The $65 offer is only the front door.
The one sentence version

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.

Board 1

New Patient Acquisition

Getting someone through the door. Each card is worth the $65 entry offer. Answers: what does a new patient cost us.
Board 2

Treatment Plan

Getting them to say yes to the actual dentistry. Each card is worth the real plan. This is the board that pays the practice.
Board 3

Recall & Reactivation

Getting them back on schedule. Each card is worth a hygiene visit. This is the revenue that repeats by itself.

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

From a Facebook lead to someone sitting in the chair. Four follow-up attempts, so nobody gets one call and forgotten.
Marisol V.

New Lead

Contacted

Follow‑Up 2

Follow‑Up 3

Booked

Showed

New Patient

Patient shows up→Exam happens→Hands off to Board 2

Board 2 · Treatment Plan

The dentist presents the work. This board tracks whether they said yes, and what it was worth.
$4,800 implant

Exam Done

Presented

Thinking

Financing

Accepted

Scheduled

Completed

Treatment finished→Recall date set automatically→Hands off to Board 3

Board 3 · Recall & Reactivation

Six months later the system reminds them, without anybody remembering to.
Cleaning due

Due Soon

Reminded

Overdue 30

Overdue 90

Dormant

Re‑engaged

Rebooked

Rebooked→Cycle restarts on its own

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

Marisol VegaNew Lead
Danny OrtizContacted
Kenia RestrepoFollow-Up 2
Peter AlmonteFollow-Up 3
Ivan CastellanosResponded
Yaritza ColonBooked
Elena DuarteShowedwon
Rafael NunezNew Patientwon
Lucia FerrerNurture
Where people actually stallFollow-Up 2–3

Treatment Plan

Each card = the real dollar value

Rafael Nunez$4,800
Plan Presented · implant
Elena Duarte$7,800
Thinking It Over · veneers
Sofia Marrero$3,200
Financing pending · crown
Hector Bermudez$12,400
Accepted · implant + bridge
Gloria Pena$1,850
Completedwon
Open on this board$28,200

Recall & Reactivation

Each card = a hygiene visit

Gloria PenaDue Soon
Hector BermudezReminder Sent
Sofia MarreroOverdue 30
Elena DuarteDormant 12mo+
Ivan CastellanosRe-engaged
Rafael NunezRebookedwon
Runs onNext Recall Due
The number to point at in the meeting

$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
Rule: if we need to report money on it, it goes here.

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
Rule: if we need to target people with it, it goes here.
Why we need both, in one example

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.
We deliberately did not put the dollar amount on the person. It belongs on the card, because that is the only place the system can total it up.

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.

  1. Front desk fills the visit formWhat was done today, what it produced, was a plan presented, did they accept, when do they come back.
  2. The person record updates itselfServices added, last visit stamped, next recall calculated, lifetime production increased.
  3. The card closes properlyMarked won with its real amount, so revenue reporting finally works.
  4. The recall reminder schedules itselfSix months out, or three for perio. Nobody has to remember.
  5. Unaccepted plans go into follow-upSorted by why they said no, so the message actually fits the objection.

8What we need to decide

Allow more than one case per patient

Right now the system blocks a patient from having two treatment cases on file. A crown this year and an implant next year cannot both exist. It is a single setting. Turning it on is what makes case history work.

Close the 11 completed cases

$52,783 of finished work is still marked open. Marking those won turns the revenue dashboard on immediately. Two minutes of work.

Publish the follow-up automations

Ten workflows were built in January and never switched on, including the one that answers new leads and the AI that replies to texts. That is why 208 leads went cold.

Who fills the visit form

The whole system depends on one person doing one 30 second form at checkout. We need to name that person and when they do it.
Prepared by Assure Digital Media · Internal briefing for Metropolitan Smile Design · Figures pulled live from GoHighLevel on August 19, 2026