Case studyDental
A 4-location dental groupPatients from paid channels billed more than every other new patient.
If the front desk does not record how a patient found the clinic, nobody can see which channel is paying for the growth. Here is what fixing that showed.
- Shape
- 4 locations
- Window
- May to 12 Aug 2026
- Source
- The clinic management system
Billed per new patient
May to 12 Aug 2026
Every other new patient
Meta patients
RM2,100+
Google patients billed RM2,102 and Meta patients RM2,189, against RM1,568 for every other new patient in the same window.
- of new patients were tagged walk-in at intake, before the fix
- 67%
- Recorded at creation, May to 12 Aug 2026
- billed per new patient from Google
- RM2,102
- May to 12 Aug 2026
- billed per new patient from Meta
- RM2,189
- May to 12 Aug 2026
The situation
67% of new patients were tagged walk-in, so no channel got the credit.
Across the group's 4 branches, staff tagged 67% of new patients as walk-in the moment they entered them into the system. No channel got credit for those patients, so the group could not tell which of its ads were bringing people in, or whether a paid patient was worth what it cost.
What changed
-
The source question, asked at intake
Every branch records how a new patient found the clinic at the point they walk in, before any other fix runs. No pixel or dashboard can repair a source field the front desk never fills in.
-
Booking System across the 4 branches
A dedicated booking team follows up every enquiry, confirms every appointment and rebooks no-shows. On 29 July 2026 the group booked 6 new patient appointments in one day, several of them Invisalign.
-
Billing by source, from the clinic's own records
The clinic management system records what each new patient billed, tagged by source, so patients from Google and Meta can be compared with every other new patient directly.
The numbers
Paid patients, against every other new patient.
Billing per new patient by source, from the group's own clinic management system, May to 12 August 2026.
| Metric | Every other new patient | Patients from paid ads | Change |
|---|---|---|---|
| Billed per new patient, Google | RM1,568 | RM2,102 | +34% |
| Billed per new patient, Meta | RM1,568 | RM2,189 | +40% |
What this means for your clinic
Ask how they found you, at every location, before you judge any channel.
A front desk that does not record the source makes every ad look like a walk-in. Fix the question at intake first; only then can you see which channel is paying for itself, and whether the patients it brings are worth more or less than the rest.
More case studies
Other clinics, other numbers.
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