Patients cancelled at short notice and the slot stayed empty; others finished three of the six sessions they were prescribed and drifted away. The receptionist spent her mornings on the phone trying to fill gaps and chase rebookings. The clinic wanted a full diary and patients who complete their course.
Three things kept going wrong, and each cost the business time, money or a customer.
Three agents built around the clinic's practice software, with the physios' own aftercare notes as the source, and a person always available for anything clinical.
The clinic's practice software already held the diary, the waitlist and each patient's treatment plan, so the agents had what they needed from day one. The physios spent an hour agreeing what an aftercare message should and should not say, and we built in a rule that anything describing pain or a setback goes to the treating physio, not the agent. The receptionist watched the waitlist agent work for three days before letting it confirm without her.
Cancelled slots refill from the waitlist within the hour, usually before the physio has finished the previous patient. Patients complete more of their prescribed sessions because the next one is booked before they leave and the exercises arrive on their phone. The receptionist's mornings are hers again, and the physios say the check-in messages catch the people who would have quietly given up.
'Patients used to disappear after the third session. Now the next one's in the diary before they've put their shoes on, and they get their exercises that evening.'
Clinic owner and lead physiotherapist
The practice's two receptionists were also running the front desk, so a third of calls went to voicemail at lunch and after 5pm. They wanted every call answered and every cancellation refilled, without hiring.
Weekend bookings came by phone while the front desk was checking guests in, and gift-voucher enquiries piled up before Christmas. Rooms sat empty after late cancellations because nobody had time to work the waitlist.
A free 45-minute call. Tell us where the time goes; we'll tell you honestly whether an agent would help and what it would save.
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