The digital path should match how patients actually enter care.
Clinics may serve new patients, returning patients, consultation requests, treatment-specific inquiries, referrals, and administrative needs through one website. A clearer path reduces unnecessary front-desk work.
Audit My Clinic Front DoorCommon journeys.
New patient
Goal: Reach the correct intake or consultation step.
Returning patient
Goal: Use the appropriate booking or administrative path.
Treatment or service inquiry
Goal: Understand the next step without guessing which appointment to choose.
Referral
Goal: Reach the approved referral intake path.
Administrative request
Goal: Handle non-clinical questions without consuming clinical intake capacity.
Common friction.
- one booking calendar contains too many appointment types
- patients choose the wrong service
- forms repeat information already collected elsewhere
- existing patients use new-patient forms
- treatment pages have inconsistent CTAs
- confirmations do not explain preparation
- front desk manually re-enters submitted information
- after-submission expectations are unclear
The audit does not provide medical or clinical guidance.
The clinic determines eligibility, clinical triage, emergency rules, consent requirements, privacy requirements, and treatment decisions. We review the digital operating path around those rules.
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