Physiotherapy clinics
Someone in pain rings until somebody answers
A patient with acute back pain is not comparing clinics, they are working down a list until a human picks up. Whoever answers gets the course of treatment, not just the first appointment. We make sure that is you, and that patients who start a course actually finish it.
The outcome
You win the patient who calls three clinics, and you keep them
Two things decide most of a physiotherapy clinic's revenue and neither is advertising spend. The first is whether you answer when someone in pain calls, because they will not leave a voicemail, they will call the next clinic. The second is whether a patient who books an initial assessment completes the course of treatment, because that is where the value of the patient actually sits.
What we put in
- The call is answered while you are treating
- A physiotherapist cannot take a call with their hands on a patient, which is most of the working day. Our Virtual Receptionist answers, establishes what the problem is and how urgent it is, and books into a real slot rather than taking a message.
- Urgent enquiries offered the soonest slot
- Acute pain and a long standing niggle are different enquiries with different tolerance for waiting. Urgency is captured at the point of enquiry so the acute patient gets the earliest appointment rather than the next one in the queue.
- Rebooking built into the course, not left to the front desk
- The largest leak in most clinics is between session two and session three. Rebooking prompts and reminders run on the treatment plan automatically, so completing the course is the default rather than something reception has to chase.
- Insurer and self-pay handled as separate paths
- An insured patient needs an authorisation code and a different admin path from a self-pay patient. Getting that right at the point of enquiry removes the back and forth that delays the first appointment.
- Referrers kept in the loop without extra admin
- GPs, clubs and personal trainers refer more when they can see what happened. Updates go back automatically instead of depending on someone finding time to write them.
What it’s worth
What one completed course is worth
Value the patient, not the appointment. An initial assessment that turns into a six session course is worth several times the first booking, and the difference between a clinic that grows and one that plateaus is usually completion rate rather than enquiry volume. Improving the share of patients who finish the course lifts revenue without adding a single enquiry.
The cost of the gap runs the same way. A patient who drops out after session two costs the remaining sessions, and a patient who never got through on the phone costs the entire course. Neither shows up in your reporting, because a call that rang out leaves no record and a patient who quietly stopped rebooking leaves no complaint.
How it’s built
You own it, not us
The number, the call records, the patient data and the automations sit in accounts in your clinic's name. If you stop working with us, nothing switches off and nothing has to be migrated. Your patient list and your referrer relationships are the clinic, and they should not live inside somebody else's account.
- Registered to your businessThe numbers, the database, the automations, the website and every call record sit in accounts in your organisation's name.
- We hold access, not ownershipOur route in is a permission you grant, and one you can withdraw without anything stopping.
- If we stop working togetherThe system keeps running and nothing has to be exported, because none of it was ever somewhere else.
What it takes
How to start
Run a free Leak Check. It scores what a patient in pain actually experiences when they try to reach you: whether the phone is answered during treating hours, what happens to an out of hours call, and how quickly a web enquiry gets a reply. You keep the findings either way.
What owners ask first
How do physiotherapy clinics get more patients?
Usually by losing fewer, not by finding more. Two levers move first: answering calls that currently ring out during treating hours, and raising the share of patients who complete a course of treatment rather than stopping after two sessions. Both cost less than buying more enquiries and both improve the return on any advertising you already do.
Do patients really not leave a message?
Someone in acute pain generally will not. They are ringing down a list of local clinics and they stop at the first one that answers. That is what makes an unanswered call in this sector different from an unanswered call elsewhere: the patient is not lost eventually, they are lost immediately, and to a named competitor.
Can it handle insured patients?
Yes. Insured and self-pay patients are separated at the point of enquiry so the authorisation details are collected up front rather than discovered at the first appointment, which is what usually delays treatment starting.
Will it book into our existing diary?
It books into the practice system you already use rather than a parallel calendar. We confirm the integration for your setup during the Leak Check, before you commit to anything.
We are a small clinic. Is this only for larger practices?
The problem is usually worse in a small clinic, because the person best placed to answer the phone is the person with their hands on a patient. A one or two therapist clinic typically misses a higher share of calls than a clinic with a dedicated receptionist.
What does it cost?
It depends on call volume and how much of the rebooking and follow-up you want automated, and the tiers are published so you can see where you would land before anyone books a call. The Leak Check is free and the findings are yours regardless.
Free · No install · Results in 48 hours
Find out what's recoverable in your clinic
We mystery-shop your clinic the way a patient would, by search, phone and web form, then show you the patients you could be winning. Scored on three things: are you found, is the enquiry answered, does anyone chase it.