The Twelve Moments of Truth Audit
A 15-minute diagnostic for clinics that want to stop losing patients to bad service. Score your clinic across 12 service moments — and find out which three are leaking the most.
What's Inside
- The 12 service moments that decide patient loyalty
- A scored audit you can complete in 15 minutes
- One quick fix per moment, ready to implement this week
- Score interpretation: leaking, average, premium, or concierge
- 21 pages designed for clinic owners and operators
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Why This Audit Exists
If you run or operate a clinic, you have probably had this thought before: "We provide great care. So why aren't we growing the way we should be?"
It is almost never the care. The clinics losing patients are usually delivering excellent clinical work. What they are losing on is everything around it — the moments before the patient sees the provider, the moments after they leave, and the dozens of small touches in between. Patients do not quietly leave because the medicine was bad. They leave because they felt like a number.
This audit walks you through the twelve specific moments where patient loyalty is built or lost in every clinic. Most clinics handle four or five of them well. The clinics that grow handle nine or ten. The clinics that build cult-level loyalty handle all twelve, deliberately, every time.
It takes about 15 minutes. Be honest with your scoring — the value is not in scoring high; it is in seeing clearly where the work is.
House of Taylor Advisory