Patient Journey

This video walks through the Opportunity Stages / Pipelines built into the GoHighLevel instance. These pipelines represent the step-by-step stages of each customer journey and are used to track leads from initial contact through treatment (or, in the B2B case, from prospect to top-tier referral partner).

There are four pre-built pipelines in every Grow Toolkit instance:

Advanced Care Pipeline — For high-ticket procedures (implants, sedation, smile makeovers).

General Dentistry Pipeline — For routine/high-volume services (cleanings, new patient specials, ortho).

Referred Patients Pipeline — For patients referred in from other practices.

Specialty B2B Referrals Pipeline — For tracking and nurturing relationships with referring dental practices.

The first three pipelines follow a similar patient-journey structure (Lead → Contacted → Qualified → Booked → Showed → Treated → Recalled). The fourth, Specialty B2B Referrals, is structurally different because it tracks referral partners, not patients — moving them from Prospect through Top Tier as the relationship matures.

Use For: Patients responding to general dentistry campaigns (cleanings, new patient specials, ortho, hygiene).

Stages - Stage When to Move the Lead

Lead - Automatically populated when a new lead comes in from a form

Contacted - After the team successfully gets a hold of the lead

Qualified - After the lead has been qualified as a fit

Booked - After the patient books an appointment

Showed - After the patient shows up and is presented a treatment

Treated - After the patient has received treatment and become an active patient

Recalled - When the patient needs to be re-engaged for follow-up treatment

How to Use

1. Open Opportunities → General Dentistry Pipeline.

2. New leads appear automatically in the Lead column.

3. As the relationship progresses, drag the lead through each stage.

4. Use the Recalled stage to organize patients needing future follow-up.

Use For: Patients responding to advanced care campaigns (implants, sedation, smile makeovers).

Stages

Structurally identical to General Dentistry: Lead → Contacted → Qualified → Booked → Showed → Treated → Recalled

How to Use

1. Open Opportunities → Advanced Care Pipeline.

2. Follow the same stage-by-stage movement as General Dentistry.

3. Because advanced care typically has a longer sales cycle, expect leads to spend more time in the Qualified and Booked stages.

Use For: Patients who are referred in by another dental practice (rather than coming in through advertising or the website).

Stages

Same structure as General Dentistry and Advanced Care: Lead → Contacted → Qualified → Booked → Showed → Treated → Recalled

How to Use

1. Open Opportunities → Referred Patients Pipeline.

2. When a referral comes in from a partner practice, add the patient to the Lead stage.

3. Move them through the pipeline using the same logic as the patient pipelines.

4. Tracking referrals in their own pipeline makes referral source attribution simple — and shows which referring practices are sending the most patients.

Use For: Tracking the practices (specifically General Practitioners) who refer patients to the practice. This is the only pipeline that tracks businesses, not patients.

Stages

GP Prospects - General Practitioners currently in conversation, but not yet committed

Engaged - Practices who have shown interest and are actively engaging

Activated - Practices who have committed to sending referrals

Active Referring - Practices currently sending referrals

Consistent Referral Partners - Reliable, ongoing referral sources

Top Tier - Highest-value, most consistent referring practices

How to Use

1. Open Opportunities → Specialty B2B Referrals Pipeline.

2. Add each General Practitioner relationship as an entry in the appropriate stage.

3. As the relationship progresses, move the practice through the stages.

4. Use the pipeline to focus outreach efforts (e.g., move "Engaged" practices into "Activated" with proactive follow-up).

Why This Pipeline Matters

Most specialty practices rely heavily on referring partners for case flow. This pipeline transforms what is usually a loosely managed network into a structured, trackable system — making it easy to see where partners are in the relationship lifecycle and which need attention.