01 / CLIENT ONBOARDINGThe same client details are entered more than once, or nobody can see what is still missing.
- What could help
- Collect information once, validate required fields and route it into the right client record and checklist.
- Check the evidence
- Follow three recent onboardings. Note repeated fields, missing items, ownership and exceptions.
- Before you build
- Check forms, templates and integrations in your current practice software before commissioning a new portal.
- Keep a person responsible
- Keep identity checks, acceptance decisions and unusual cases with a named person.
Open the worksheet ↗02 / INFORMATION GATHERINGRequests and replies are spread across email, while the team keeps reconstructing what has arrived.
- What could help
- Keep an itemised request list against the job, link incoming information and draft targeted reminders.
- Check the evidence
- Sample three jobs. Compare requested, received and accepted items and count duplicate requests.
- Before you build
- Try request lists, portal uploads and reminder settings in software you already use.
- Keep a person responsible
- Review recipients and sensitive attachments. A reply arriving does not prove an item is complete.
Open the worksheet ↗03 / WORKFLOW AND REVIEWJobs wait between people, and progress depends on asking around.
- What could help
- Make ownership, blockers and readiness visible, then automate predictable routing.
- Check the evidence
- Trace three jobs from preparation to completion. Separate active work from time waiting.
- Before you build
- Configure stages, owners and required fields in the current workflow tool first.
- Keep a person responsible
- A status change must not bypass technical review, approval or filing controls.
Open the worksheet ↗04 / PRACTICE KNOWLEDGEPeople repeatedly ask the same internal questions or search through conflicting guidance.
- What could help
- Create a maintained source of approved procedures, with search or grounded AI assistance where useful.
- Check the evidence
- Collect repeated internal questions for a week. Identify approved sources and out-of-date answers.
- Before you build
- Improve ownership, versioning and search in your existing document system before adding AI.
- Keep a person responsible
- Show sources and dates. Restrict access, allow “I do not know” and retain professional judgement.
Open the worksheet ↗05 / MANAGEMENT VISIBILITYThe weekly picture takes manual spreadsheet work, and figures differ between systems.
- What could help
- Agree metric definitions and connect reliable operational data into a useful management view.
- Check the evidence
- List decisions made in the weekly meeting, reports used, data owners and reconciliation effort.
- Before you build
- Check native dashboards and exports before building another reporting system.
- Keep a person responsible
- Make freshness and missing data visible. Time released is not automatically cash saved.
Open the worksheet ↗06 / MEETINGS AND FOLLOW-THROUGHBooking takes several emails, then notes and commitments need to be retyped into the client record.
- What could help
- Offer available slots, capture an agreed meeting record, and prepare notes, actions and relevant profile updates for review.
- Check the evidence
- Trace three meetings from booking to completed actions. Check diary effort, note preparation, missed commitments and duplicate entry.
- Before you build
- Check calendar booking, meeting transcription and CRM integrations already included in your software.
- Keep a person responsible
- Agree recording with participants. Review notes before sharing and confirm actions, owners, due dates and profile changes before saving.
Open the worksheet ↗