One record per enquiry
Every submission produces a single structured record in a shared tracker, regardless of which channel or location page it came from.
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Jed Kesler DDS · Independent sample project · Dental practice automation
Dental practice automation for patient enquiries
A concept for handling non-clinical enquiries across three dental offices. The design problem was not routing logic — it was building something useful while keeping sensitive health information entirely out of the system.
The business problem
Enquiries arrive from everywhere and land nowhere consistent.
A multi-location practice receives enquiries through website forms, phone calls, social profiles and individual location pages. Without structured intake, staff copy information manually, decide by hand which office should respond, and rely on memory for follow-up.
Four problems follow from that: enquiries never reach one shared tracker, the requested service and preferred office may not reach the right team promptly, acknowledgements and reminders depend on someone remembering, and management has no simple weekly view of volume or response status.
The constraint that shaped the design
The form must never collect health information.
This was the assumption everything else was built around. The public form collects basic contact details and scheduling preferences only — no symptoms, no diagnoses, no treatment records, no insurance documents.
That constraint is not a limitation to work around. It is the reason a concept like this can be proposed to a healthcare practice at all. Any workflow that routes clinical detail through general business tools creates a compliance problem far larger than the efficiency it saves.
Acknowledgements are deliberately neutral for the same reason: a confirmation email should never imply anything about a patient's condition.
Proposed workflow
Six stages from form to weekly report.
01CaptureWebsite form with consent
→
02ValidateRequired fields, duplicate check
→
03RouteBy office and service category
→
04AcknowledgeNeutral confirmation email
→
05AssignStaff task with response deadline
→
06Follow upReminder and weekly report
Objectives
What the workflow is designed to achieve.
Correct office, first time
Routing by preferred office and service category, so the enquiry reaches the team that can actually answer it.
Consistent acknowledgement
A neutral confirmation goes out automatically, with a staff follow-up task created at the same moment.
Escalation and reporting
Overdue enquiries escalate rather than disappear, and management receives an operational summary without asking for one.
Boundaries
What stays with people.
- Clinical communication: remains entirely with qualified dental personnel.
- Consent and field mapping: defined before launch, not assumed.
- Client-owned access: production credentials, accounts and data policies stay under practice ownership.
- Testing plan: included in the document, because a routing workflow that has not been tested against edge cases is a liability.
Scope note
What this project is and is not.
This is an independent sample project prepared for portfolio purposes. It is not affiliated with, commissioned by, or endorsed by the business named, and no client implementation or measured result is claimed.
This is a workflow concept. It has not been implemented for this practice, and no efficiency gain, response-time improvement or business result is claimed.
More for dental practices
Work like this, for your practice
This audit is an independent sample project. The same method — location clarity, treatment-page coverage, schema, AI-crawler access and enquiry follow-up — is what I apply for practices that hire me.
Related service
Lead Capture & Follow-Up System
Starting at $1,500 USD. Final pricing depends on routing complexity, integrations, testing requirements and data handling.
- Form or booking intake
- CRM or structured tracker connection
- Customer acknowledgement
- Team notification and assignment logic
- Conditional follow-up and documentation
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