Sample audit report · Dental clinic
Three chairs, 12 people
This is what a company gets after the audit. The company is invented; the report was written by the AI agent. The agent wrote the report in the company's language; this is its translation, proofread by us.
Amounts in the text are the invented company's own figures and prices, not ours. All samples and how to request an audit
Bely Kit Dental Clinic: a review of the front desk, calls and subscriptions
Review as at 7 September 2026, based on data for June–August 2026.
1. In short
- No-shows are not down to irresponsible patients. Fewer than half of appointments get a reminder the day before; with a reminder, 5% of patients fail to turn up, and without one, 17%.
- Of the two offers, take the reminder bot — but for a one-month trial, judged on a single number: the no-show rate. It currently stands at 11.4%.
- Do not take the voice assistant for now. Calls go unanswered because the only receptionist on duty is tied up at the desk at peak times; start with a call-back rule, which costs nothing.
- Subscriptions: cancel the Vestnik mailing service and the Veb-Zapis online-booking widget — that is 23 980 tenge a month. Review the phone plan in January. The rest are needed.
- You cannot get by with one receptionist instead of two: there is already only one person on each shift.
2. How the work runs today
The three chairs are in use Monday to Saturday. Appointments that actually took place fill 65.1% of chair time; counting the appointments patients missed, the schedule is 73.7% full. The dentist says the same — "about three-quarters" — and there is room for more patients.
There are two receptionists working two days on, two days off, so there is only ever one on shift. She is at the desk all day: greeting patients, registering them, taking payment and issuing documents. The phone, in her words, "gets fitted in around everything else". She rings patients the day before their appointment "when there's time" — about an hour a day.
There were 7026 incoming calls over the three months. About a third were "how much does it cost?" and "do you have a slot?", roughly another third were medical questions, and the rest were bookings, reschedules and cancellations.
3. Where the firm is losing, and why
No-shows. For 11.4% of appointments the patient neither turned up nor gave notice — 126 appointments a month on average. Only 46.9% of appointments are marked as reminded. Patients who book for the same day or the next day get no reminder at all. Mondays are the worst: 28.6% of appointments get a reminder and 18.4% are no-shows. Those patients need to be called on Saturday, and on Saturdays the reminder calls never get done. Among patients who booked two or more days ahead and got no reminder, 24.7% do not turn up.
One caveat: this proves a link, not a cause. An appointment is marked as reminded only when the patient was actually reached, and those may simply be the more reliable patients.
Missed calls. During opening hours, 19.3% of incoming calls go unanswered. From 9:00 to 11:00 and from 17:00 to 19:00 the figure is 31.6%; at other times it is 8.2%. Those four hours account for 77.5% of all missed calls. On Saturdays 30.6% are missed, all day long. Missed calls were returned the same or the next working day in 39.2% of cases, and within an hour in 6.1%. About 171 calls a month get no call back, and the caller does not get through on a later attempt either. There is no call-back rule.
Subscriptions. Vestnik has not been used since the spring — 8 990 tenge a month. Veb-Zapis brought in 9 bookings in three months, and the widget cannot see the schedule — 14 990 tenge a month. The phone plan costs 42 500 tenge for five lines, of which two are in use.
What did not hold up. "People have become irresponsible": 13 patients out of 2430 missed an appointment more than once. "The receptionists can't get through": patients fail to pick up on only 7.9% of outgoing calls — what is missing is time to make the calls, not people answering them. The same goes for the vendor's promise that the assistant "answers everything itself": it hands medical questions over to a person.
4. What to change, and in what order
- Free, now: cancel Vestnik and Veb-Zapis. Both are billed monthly, with no commitment.
- Free, now: call Monday's patients on Friday; in the reminder field, distinguish "not called" from "no answer".
- Paid: the reminder bot — 30 000 tenge a month plus 50 000 tenge to set up, for a one-month trial. Before you pay, the vendor confirms that the bot can connect to your booking system.
- Free, once the bot is running: a rule that every missed call is returned. The time for it comes from the reminder calls the receptionist no longer has to make.
- After a month: if a third of calls are still being lost at peak times, compare a second receptionist for the peak hours (90 000 tenge a month) with the voice assistant (60 000 tenge a month plus 200 000 tenge to set up). They deliver one and the same benefit — you do not need both.
- In January: switch to a different phone plan. It cannot be done now: the contract is annual and carries a penalty.
What not to do: do not plan on running with one receptionist. The desk is staffed 66 hours a week, and even now there is nobody to cover for a receptionist.
5. How we close this
Reminders. We will set up a mandatory reminder field with three values in the booking system, collect the rescheduling rules and message texts from the receptionists, and build a "who to remind today" list. After that, our Client-booking agent can send the reminders and take the replies; we do not have this agent ready-made — it is built for the task. It does the same job as the reminder bot, so you need one or the other. From the clinic: a decision on whether patient data may be passed to an external service; access to the booking system; a member of staff to deal with rescheduling requests. The trial runs for 2 weeks, and we compare the no-show rate with the current 11.4%. We will name the price after the review, before any work starts; language-model costs are billed separately, on actual use.
Missed calls. In your phone system's account we will set up a daily list of missed calls, with a "called back" tick and the reason for the call. From the clinic: approve the rule and give us access. We will name the price of this set-up after the review. We are not proposing an agent here.
Subscriptions and front-desk staffing. Nothing to sell: these are decisions for the owner.
Not for an agent: medical questions, refunds and complaints, confirming reschedules, and work at the desk.
6. What this gives, and what we do not promise
- Money: the clinic stops paying 23 980 tenge a month for two services. There are no other confirmed savings.
- Hours: the bot takes away about 26 hours of reminder calls a month and adds 15 minutes a day for going through the replies. That is the time of a salaried receptionist, not money.
- No-shows: we expect them to fall but will not promise a figure — the trial month will show.
- People: there is no post to cut.
7. What is missing, and how to check
- What one no-show costs: this needs the accountant's figure for what the clinic keeps from an appointment, and a record of whether the patient rebooked.
- How many bookings are lost to missed calls: record the reason for every missed call for a month.
- Whether the bot and the assistant can connect to the booking system; which text messages already go out through Khat-SMS.
- The price of a two-line plan and the size of the penalty — check the contract with the phone provider.
- Whether the receptionists are paid for extra shifts.
The numbers to compare before and after: the no-show rate (11.4%) and the missed-call rate (19.3%). Come back to the decision a month after the bot goes live.