Cannabis Clinic

Client Background

‍Nationwide online and in-person health clinic operating in a highly regulated industry with a lean leadership team scaling extremely fast.

The Challenge

‍The clinic was struggling with appointment backlogs, rising no-show rates, inconsistent patient intake processes, and cash tied up in slow billing cycles. Despite strong demand, operational inefficiencies were limiting growth and stressing the team.

Our Approach: The Four Cs

Clarity: Established a Scaling Up One-Page Strategic Plan (OPSP) that identified the core customer, set 3-year and 1-year goals with quarterly priorities, articulated clear brand promises, and aligned the team around a long-term vision.

Confidence: Made critical people decisions first by implementing a Function Accountability Chart (FACe) to clarify "who owns what" and established consistent meeting rhythms including daily clinic huddles, weekly leadership meetings, and monthly reviews.

Control: Applied Rockefeller Habits by defining critical numbers, creating a Brand Promise Scorecard, implementing Process Accountability Chart (PACe) analysis for key workflows, and establishing priorities executed in focused 13-week sprints.

Cashflow: Implemented cash acceleration strategies by tightening billing and collections to reduce cycle times, introducing a rolling 13-week cash forecast, setting clear pricing guidelines, and reducing rework and no-shows to improve cash flow.

Results & Impact

The transformation was significant across all operational areas.

• ‍Faster patient access: Wait times reduced substantially with backlogs cleared and fewer drop-offs between inquiry and appointment
• ‍More reliable schedules: Fewer gaps and last-minute changes meant clinician calendars ran smoothly with reduced overtime‍
• Higher clinical throughput: Consultations per clinician increased while maintaining high patient satisfaction scores‍
• Improved cash collection: Shorter, cleaner billing cycles meant fewer errors, more predictable collections, and steadier cash flow‍
• Better leadership visibility: Simple dashboards and weekly reviews enabled quicker course-corrections with less fire-fighting‍
• Stronger team morale: Less administrative burden allowed more focus on patient care

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"John helped our leadership team achieve clarity and alignment, transforming our strategic vision into real-world execution. We couldn't have scaled successfully without him." — CEO,Cannabis Clinic