TOSCTOSC

TOSC · Practice Discovery

Clinic Operations Assessment

A discovery instrument for operational, cost, and revenue optimization.

TOSC builds operational automations and workflows that live inside your existing platforms — Google Workspace, Microsoft 365, your phone system, your patient engagement tools. We do not access patient health information and we do not integrate inside your EMR. Everything we build runs alongside your clinical systems, not inside them.

This form helps us pinpoint where automation can save staff time, reduce cost, and protect or grow revenue — strictly within those boundaries. Each section is labelled with who at the clinic is best placed to answer it; most belong to your MOA or office lead. Rough estimates are genuinely fine. Expected total time: roughly 40 minutes, split across the right people.

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01

Practice & Decision Snapshot

Best filled by: Office lead or doctor
Total physicians at your clinic(s)
If you operate multiple locations, please separate.
Total MOAs / admin / front desk staff across your clinic(s)
Active patient panel size and average daily encounters per physician
Visit mix today and current hours of operation
% longitudinal vs walk-in vs telehealth, current hours, and any planned changes in the next 6–12 months.
If you operate multiple clinics, how are they related operationally?
02

Platform & Stack Inventory

Best filled by: Office lead or whoever manages the tech

This is the most important section. Most of our automations live inside your Google Workspace, Microsoft 365, or workflow platforms — what you already have determines what we build with (and how fast).

Primary email and calendar platform
Where do you store internal documents and files?
Internal staff messaging
Phone system
Provider, and whether VoIP, traditional landline, or hybrid.
Existing SMS / texting tool for patient communications
Existing workflow automation tools in use
Forms / survey tools currently in use
Dashboards or BI tools in use
03

Patient Engagement Platform Audit

Best filled by: MOA or whoever manages the platform

Your patient engagement platform likely already does more than you currently activate. Turning on a feature you already pay for is almost always cheaper than building one.

Which patient engagement / online booking platform do you use?
Online booking — active?
Roughly what % of bookings come through it vs phone?
Patient messaging through the platform — active and actually used?
Patient intake forms / eForms — active?
If so, what types of forms?
Virtual visits / telehealth through the platform — active?
Patient reminders or recalls through the platform — active?
How is it configured?
04

MOA Repetitive Tasks

Best filled by: The MOA(s) directly

The richest source of automation candidates. What does the MOA do over and over, every day or week?

Top 5 tasks the MOA repeats every week
List each, with roughly how many times per week.
Roughly how long does each of those tasks take?
Average per repetition.
Top 3 tasks the MOA dreads most — and why?
Tasks that get skipped or forgotten when the day gets busy
Tasks that often need to be re-done because they were done incorrectly the first time
05

Phone & Front Desk

Best filled by: MOA / front desk lead
Average daily phone call volume at the front desk
And rough percentage of calls that go unanswered or to voicemail in busy hours.
Top 5 reasons patients call
General categories — hours, refills, results, booking, location, etc.
Which of those reasons could be answered by an automated SMS reply or a recorded message / IVR menu?
How are after-hours and weekend calls handled today?
Booking split — roughly what % comes through phone vs online vs walk-in?
Do patients ever text you, and through what mechanism?
06

Patient Communication (Non-Clinical)

Best filled by: MOA + doctor

We can automate generic, non-clinical patient messages — confirmations, reminders, recalls, multilingual outreach — without touching any clinical content.

What patient communications do you send today?
Appointment reminders, recalls, post-visit feedback, etc. — and through what channel.
Languages your patient communications go out in
And where there are language gaps relative to your patient base.
Communications you WISH you could send but currently do not
And what is stopping you (time, language, tooling).
Are these communications generic, or do they need clinical detail?
Do patients have a way to confirm, cancel, or reschedule via SMS or online today?
07

Internal Workflows & Documents (Non-Clinical)

Best filled by: Office lead or MOA

Workflows where TOSC builds without ever touching patient charts — staff, vendor, and admin operations.

How are vendor invoices received, approved, paid, and filed today?
Staff onboarding
What documents and steps are involved? Where does it get bottlenecked?
Internal SOPs and policies
Where do they live? Are they current? Who maintains them?
Staff expenses, petty cash, or small purchases
How are they tracked and reimbursed?
Compliance documents
Privacy / PIPA, College, payroll, WorkSafeBC — how are they tracked and renewed?
08

Subscriptions & Vendor Audit

Best filled by: Office lead or doctor

Often the highest-ROI exercise — it finds dormant or overlapping tools fast.

List every software subscription paid by the clinic
With rough monthly cost and who uses it. Best guesses are fine.
Subscriptions you are not sure are worth what you pay
Subscriptions where functionality overlaps with something else you already pay for
Annual contracts coming up for renewal in the next 6 months
Tools or services sales reps have pitched recently
Anything you considered but did not buy?
09

Cross-Clinic Coordination

Best filled by: Office lead

Skip this section if you operate a single clinic.

Day-to-day staff communication between your clinics — how does it actually work?
Where does coordination break down most often?
Scheduling, phone coverage, supplies, etc.
Shared assets currently managed informally
Supplies, staff pool, phone tree, on-call rotation — anything that would benefit from structure.
Cross-clinic metrics or KPIs you would want visibility on if you could see them in one place
10

Reporting & Dashboards

Best filled by: Doctor + office lead

Where data exists but visibility does not. All reporting we build uses aggregated counts only — no patient-level data.

Numbers you wish you could see weekly or monthly but cannot easily today
Booking volume, no-shows, MOA workload, etc.
Reports you generate manually today
And how much time per week that takes.
Who would consume reports or dashboards if they existed?
You, partners, MOA, others.
Have you tried to build a dashboard before? What happened?
11

Non-MSP Revenue Operations

Best filled by: Office lead + doctor

Operational workflows around revenue streams beyond MSP billing.

Third-party form intake (ICBC, WCB, insurance)
How is a request received, tracked, and routed? Where does it get stuck?
Approximate monthly volume of third-party forms
Rough count is fine — no patient detail needed.
No-show tracking
How do you measure no-shows, and what happens after one?
Cancellations
How are they handled? Is there a waitlist process today?
Services you offer that are underbooked or underused
Extended hours, telehealth, walk-in capacity, etc.
12

Priorities & Decision Authority

Best filled by: Doctor

The filter for what we propose first.

If you could fix ONE operational headache in the next 30 days, what would it be?
What have you tried to fix before that did not stick?
And why do you think it did not?
Who decides on operational changes or spending across your clinic(s)?
Your call alone, a group decision, or something else?
Rough budget envelope for operational improvements over the next 6–12 months
Anything else useful to know before our call?
And the best person + time to reach for follow-up.

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