Client stories

Notes from clinic directors, office managers, and board members who use our scorecards in weekly meetings and quarterly reviews.

The March scorecard showed our no-show rate climbing in the Thursday afternoon block before we noticed it in daily reports. We shifted one nurse's hours and the April numbers confirmed the fix. Dr. Han now opens every monthly meeting with the throughput page.

— Dr. Han Soo-yeon, Medical Director, Buk-gu Family Medicine Clinic · Monthly Operations Scorecard since 2021

Charts are precise and the footnotes explain every abbreviation. I would have liked the dental chair utilisation section earlier in the folio, but the team adjusted the order for our next quarter without extra charge. Our board members who are not clinicians can follow the revenue sections without asking me to translate.

— Park Min-ji, Office Manager, Gwangju Dental Associates · Monthly Operations Scorecard since 2022

We commissioned the quarterly board package before our expansion loan review. Lee's revenue trend charts matched what our accountant prepared, which gave the bank confidence. The on-site presentation in our conference room saved me from reading thirty pages aloud.

— Choi Yeong-ho, Clinic Owner, Nam-gu Dermatology Centre · Quarterly Board Package, Q1–Q2 2025

The billing folio alone was enough for our first engagement. Claim rejection rates dropped after we acted on the March annotation about duplicate diagnosis codes. Took us two months to see results, so early reports felt slow — but the trend lines were accurate.

— Jung Hae-won, Billing Supervisor, Suncheon Orthopaedic Clinic · Departmental KPI Folio since 2024

Case note: Buk-gu Family Medicine Clinic

Clinic profile: Twelve practitioners, mixed adult and paediatric outpatient, approximately 340 appointments per week.

Engagement: Monthly Operations Scorecard since September 2021.

Challenge: Dr. Han suspected front-desk bottlenecks but lacked a consistent view across weekday blocks. Internal spreadsheets were updated irregularly and never reached the monthly staff meeting in a usable format.

Approach: Lakeway analysts mapped check-in timestamps to consultation start times, grouped by two-hour blocks, and annotated the Thursday 14:00–16:00 slot where wait times exceeded twelve minutes on average.

Outcome: Clinic shifted one part-time nurse from Tuesday mornings to Thursday afternoons. By April 2022, average wait in that block fell to seven minutes. Dr. Han credits the annotated chart footnotes — each citing the exact export file — for convincing sceptical practitioners that the data was reliable.

Clinic staff meeting with printed charts on table

Case note: Gwangju Dental Associates

Dental clinic reception area during business hours

Clinic profile: Eight dental chairs, six practitioners, high proportion of appointment-based procedures.

Engagement: Monthly Operations Scorecard with custom chair utilisation section since March 2022.

Challenge: Park needed utilisation metrics that reflected procedure length differences — a root canal block should not compare directly to a cleaning slot.

Approach: Analysts worked with Park to classify appointment types into four duration buckets before calculating chair occupancy. Section order was revised after the first delivery to place utilisation charts on page three per Park's request.

Outcome: Clinic identified two practitioners consistently running twenty minutes over scheduled slots on Friday afternoons. Scheduling adjustments in late 2022 reduced patient complaints about waiting by roughly half, based on Park's internal log — a figure she shared informally, not audited by us.

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