The Patient Onboarding Playbook
Stage 2 · Turning inquiries into patients who stay
The Patient Onboarding Playbook
From first inquiry to a paying patient who stays.
PDF + Word · 152 pages
- Instant download
- Edit in Word or Excel
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The full description
This is the whole path, not just the paperwork after they join.
A new patient takes many steps before they say yes. They call or text. They book. They show up. They ask about price. Then they decide. This playbook walks your team through every step, with the words to use and the mistakes to skip.
Inside:
- How fast to reply, and what to do about missed calls, voicemail and after-hours messages
- The first call, from hello to a booked visit
- Reminders, and what to do when people cancel or don't show up
- How to run the first visit, and say the price early and clearly
- Kind answers to "How much is it?", "Do you take my insurance?", "Why pay twice?" and "I need to think about it"
- Follow-up that is kind, not pushy, until they say yes or no
- Your old list of people who asked but never booked
- Sign-up, payment and the first 30 days, so new patients stay
- A short guide to moving your practice to a membership model
- A checklist and a worked example for every step
For: practice owners, managers, patient coordinators and front desks.
You get: a PDF and a Word file you can edit. For use within your business.
What's Inside
- 01Start here: the path on one page
- 02The first reply
- 03Missed calls, voicemail and after hours
- 04The first call
- 05Booking and reminders
- 06Cancellations and no-shows
- 07The first visit
- 08Questions and worries
- 09The decision
- 10Kind follow-up, until a yes or a no
- 11Your old inquiry list and the waitlist
- 12Signing up and paying
- 13The first 30 days
- 14What good sounds like, practice, and a fair scorecard
- 15Extra: changing your practice to membership
Is It Right for You?
It's for
- Owners, managers, patient coordinators and front desks.
- Practices where people call but don't book, or book but don't show.
- Teams who want kind words for each step.
- Anyone who wants more first visits to turn into patients.
It's not for
- A practice that likes letting the phone ring out.
- Anyone who wants a service to answer their phones.
- Teams that want pushy words. These are kind, and they let people say no.
- A practice that never calls anyone back.
The Files You Get
- The playbook as a PDF, 152 pages
- A Word file you can edit
Written by Marco Malone.
FAQ
Questions, Answered
What do I get?
Each guide comes as a PDF and a Word file. The tracker and the pricing builder are Excel files.
How fast do I get it?
Right away. You get a download link on screen and by email as soon as you pay.
Can my whole team use it?
Yes. Share it with the team at your practice. It's for use within your business. Please don't sell it or post it online.
Can I get a refund?
Yes. Email us within 30 days if a file won't open or isn't what you ordered. We fix it or refund you in full. The refund policy has the details.
Is this legal advice?
No. The guides are general guidance. You follow the laws and rules where you work. Check your state's rules on texts and calls.
The Patient Onboarding Playbook · $99
For use within your business.