SOP 6 · Module 5, The pipeline
The pipeline and the 5-minute daily check
What this is for
The pipeline shows you every patient and where they are. Patients move across it on their own. A human touches it twice: to mark "showed" and to add the upgrade tag.
The five stages
New lead. Booked. Showed. Upgraded. Lost.
That is it. More stages means more things to forget to move.
How patients move on their own
| When this happens | They move to |
|---|---|
| Form comes in | New lead |
| Appointment booked | Booked |
| Front desk marks "showed" | Showed |
| Consultant adds the upgrade tag | Upgraded |
| No-show and no rebook in 30 days | Lost |
The triggers come with the snapshot. Exact clicks are in the module 5.2 video.
The 5-minute daily check (front desk)
Same time every morning. Coffee first, then this.
- New leads who have not booked. Call them. Say: "Hi, it's [name] from [Clinic]. You asked about our [couples heart scan]. I can get you both in this week. Does morning or afternoon work better?" Book them on the phone if they say yes.
- Today's appointments. Did each one reply C? If not, one quick call to confirm.
- Yesterday's no-shows. Are they marked no-show? If not, mark them now so the rebook text goes out.
Then close the tab. Five minutes.
Done when
You have done the check once, and a test contact moved from New lead to Booked on its own.