Mental health practices · Reporting
Patient acquisition reporting built on what your staff mark
A live report the practice can open any time, plus a weekly email, covering calls, callbacks, booked and showed. It sits in your own Google account and counts from the appointment status your staff set, not from where a card happens to sit. We built it on GoHighLevel (GHL) for a psychiatry practice, and it is live.
The job
Why HighLevel's own dashboard wasn't enough
An owner wants a few plain answers each week. How many people called? How many did we call back? How many booked, and how many came in? HighLevel's dashboard shows where each person sits in the pipeline right now. It can't say how many people passed through a stage last week, because HighLevel keeps no history of stage changes.
So the report keeps its own log. Whenever a new patient moves stage, the report writes down the date. It refreshes every 15 minutes, and a weekly email sends a summary. Know one thing up front: the log starts the day the report goes live. Earlier weeks can't be rebuilt, because nobody recorded them.
The pipeline works in two halves. HighLevel moves a new patient on its own up to contacted. From there every step belongs to staff, because the visit is recorded in the EHR, and this build doesn't pull from it. Each day a staff member sets the appointment's status: confirmed, showed, no-show or cancelled. The report reads that status and nothing else, and nobody drags pipeline cards around to make a total look right.
Small marking habits decide whether the numbers hold. A patient who misses a visit is a no-show, not a cancellation; mark it cancelled and the report counts a cancellation. Early on, the report also counted test appointments that had been deleted in HighLevel. The 15-minute refresh now drops deleted appointments, so tests stop inflating the booked figure.
Patient data stays where the practice put it. The report and the script behind it live in the practice's Google account, not ours. Without a business associate agreement with an AI vendor, we export no HighLevel conversation data to outside AI tools, including the ones we build with.
What we set up
What goes into the report
- A new-patient pipeline that moves on its own through contacted and is set by staff after that
- A dated stamp on each stage change, kept by the report because HighLevel keeps no stage history
- A live report in the practice's Google account, refreshed every 15 minutes
- A weekly email covering calls, callbacks, booked and showed
- Appointment status as the only source for booked and showed
- A check that drops appointments deleted in HighLevel, test bookings included
How a setup runs
From the questions you ask to numbers you can check
A 30-minute call with Rob
Bring the questions you ask about new patients every week. Rob checks whether HighLevel holds the data to answer each one, and says plainly where it doesn't.
Definitions in writing
The plan lists every number in the report and exactly what counts toward it: what a call is, when someone counts as contacted, what booked and showed mean. The practice signs off on the list before we build.
Built in your accounts
The pipeline goes into your HighLevel account. The report, its script and the weekly email go into your Google account.
Checked against your own count
We compare the report with the front desk's own tally and hand over a QA report: screenshots, plus each number traced back to where it comes from.
Changes after launch
A new column or a changed definition gets a verdict before anyone touches it: inside the agreed scope, or new scope.
What you bring
What the practice provides
The questions you want answered
The numbers you already ask for, in your own words. They become the report's definitions.
A Google account you own
The report, its script and the weekly email live there, so they belong to the practice.
Someone who marks status daily
A staff member who sets every appointment's status each day. The report is only as right as that marking.
Where it stops
The report doesn't read your EHR, can't rebuild weeks from before it went live, and counts only what staff mark. We send nothing from your HighLevel conversations to outside AI tools to produce it.
Questions
What practices ask about the report
Why not just use HighLevel's dashboard?
Does any patient information go into AI tools?
Who owns the report?
How does the report decide someone showed?
Can we see numbers from before the report started?
Who you talk to
Rob Eason
Rob runs HLAI Experts and takes the 1:1 calls himself.
He is a HighLevel Certified Admin with the second-most reviews in HighLevel's Certified Admin Directory worldwide, all of them 5 out of 5.
He won HighLevel's Top New Subaccounts via AI Employee award in its 2025 Summer of AI Awards and taught HighLevel's official masterclass on its AI Employee.
Before HighLevel, he co-owned a 60-employee financial services firm and sold his share.
On the call he looks at your account, not a script.
5/5 across 83 reviews in HighLevel's Certified Admin DirectoryShow Rob the numbers you can't get today
Thirty minutes on what you ask about new patients each week and what HighLevel can actually answer. You'll leave knowing what a report like this would need from your team.