Operating System · SOP
The Cancellation Loop
How three tools become one workflow, so no patient ever drifts off the calendar unseen. This connects the front desk, GHL, and the Director's weekly worksheet into a single closed loop.
How three tools become one workflow, so no patient ever drifts off the calendar unseen. This connects the front desk, GHL, and the Director's weekly worksheet into a single closed loop.
A cancellation only becomes a lost patient when nobody follows up. This SOP exists so follow-up is structural, not dependent on anyone remembering. It plugs directly into the GHL tag system and the End-of-Day Rule we already run.
Handle the call warmly, rebook if possible, capture the reason, and apply the GHL tag, the moment it happens.
cancel-pending / -rebooked / -lostThe tag carries the patient onto the daily dashboard. A cancel-pending patient is a yellow contact, resolved before end of day, same as any other.
smart list filterWeekly, the Director pulls the tagged list into the worksheet, drives every pending to a resolution, and reports the recovery rate.
Weekly Worksheet| GHL Tag | Applied when | Dashboard & worksheet meaning |
|---|---|---|
| cancel-rebooked | Patient moved to a new time during the call. | Resolved (green). The win: patient never left the calendar. |
| cancel-pending | Cancelled or rescheduled without a new booking, or “will call back.” | Yellow contact. Needs follow-up before EOD; reconciled by the Director weekly. |
| cancel-lost | Declined to rebook, asked not to be contacted, or follow-up exhausted. | Closed with a reason. Counts against recovery rate; informs patterns. |
This is how a practice stops losing patients in the gaps between people. The follow-up no longer lives in someone's memory. It lives in the system. When staff change, the loop holds. “Where is the follow-up?” becomes a number we report, every week.