Method

A first message from a person asking about treatment, through any channel: form, WhatsApp, email, phone or chat. Further messages in the same conversation belong to the same enquiry.

The first message, from a person at your clinic or from the intake agent, that answers what the patient asked. Automatic acknowledgements such as “we have received your message” don’t count. Response time runs from the moment the enquiry arrives to that reply.

Cost per enquiry, per booked consultation, per showed consultation and per accepted treatment plan. Each is the spend in a period divided by the count in the same period.

Spend comes from the ad platforms and our invoice. Counts come from your booking system and the consult pipeline. If one of those sources is missing for a month, the report says so instead of estimating.

Every number we publish or report names its source and its date: your booking system, an ad platform, our own logs, or a published study. We cite published studies with authors, publication and year, and say what they measured and where.

For example: in an audit of 2,241 US companies, those that answered a test web enquiry within 30 days took 42 hours on average, and 23% never answered (Oldroyd, McElheran and Elkington, Harvard Business Review, March 2011). It measured companies across industries, not clinics, and we quote it as that.

We make no claims about your clinic or your market that we haven’t measured.

It reads up to 12 public pages of the site you name, and identifies itself as FirstLineTeardown when it does. It respects robots.txt, doesn’t run JavaScript, never submits a form and never contacts your clinic. It records which pages it read, when, and how long each took, and every finding cites the page it came from.

We send enquiries as a prospective patient would, in three languages, through each channel your site offers, at different times of day, over five working days. Only you know the dates. Every enquiry stops before a booking is confirmed, so no chair time is lost.