What would you like to test?
The enquiry
“No-show” means booked but did not attend.
Appointment preferences
Opening hours & team availability
Use the number of staff who can respond, including reception staff when you have no contact centre.
Always tell patients when they can expect a human response.
After-hours cover, system availability & holidays
A greeting confirms receipt. It does not mean a person has contacted the patient.
Overnight opening shifts are not supported. Dates and times use India Standard Time.
Follow one fictional patient.
Playback is an explanation, not a real-time clock. Recovery waits must be advanced explicitly.
Keep the enquiry open until it is resolved.
One enquiry reference: AV•••284. A failed attempt, greeting or transfer alone does not close it.
What each team sees
What needs attention?
Priority gaps & recommended fixes
Critical: act immediately. High: assign a fix soon. Medium: strengthen the process. Controls: verify before going live.
How many consultations could be missed?
Enter monthly figures for this enquiry source. The single patient above reveals process gaps; it cannot tell us how often they occur.
Count each enquiry once. Opening-hours and after-hours groups are separate; the same patient must not appear in both for one enquiry. Example values are not hospital benchmarks.
How the estimate is calculated
Missed opening-hours enquiries = monthly enquiries × opening-hours share × missed rate. Missed after-hours enquiries = monthly enquiries × after-hours share × unrecovered rate. Each group’s consultation loss = missed enquiries × booking rate × attendance rate. Preventable non-attendance is calculated only on bookings from the remaining, contacted enquiries, so it does not double-count missed enquiries. Recoverable consultations apply your recovery target to enquiry losses, then add preventable non-attendance.
Your management report
A printable summary with charts, clear gaps, specific solutions and an action tracker. It uses the figures and scenario shown above.