When a podiatrist calls in sick, patients hear before the clinic opens and the front desk already has its call list. Here's what Luha automated for Be Podiatry's two clinics.
Kate HeslopPodiatrist, Be Podiatry
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01 · The clinic
Be Podiatry runs two clinics in Melbourne's north-east, in Montmorency and Ivanhoe. A team of nine podiatrists and six client experience officers treats everything from heel pain and sports injuries to kids' feet and ingrown toenails.
Initial appointments run 45 to 60 minutes, and the clinic offers 3D-scanned orthotics, shockwave and laser therapy. Kate Heslop is one of the clinic's podiatrists.
“Moving to Luha was one of those things I wish I had done earlier. It has been a real no-brainer for me.”
Kate HeslopBe Podiatry · VIC
From sick days to reactivations and KPI reports, these automations look after the admin around nine podiatrists in two clinics. Pick one to see it in action.
Jess M. is unwell today. Please reschedule:
Ella P. · 0412 xxx xxx · 9:00
Noah K. · 0413 xxx xxx · 9:45
Ava T. · 0400 xxx xxx · 10:30
Hi Ella, unfortunately your practitioner is unwell and won't be in the clinic today. A team member will be in contact to reschedule.
Illustration · sample data
When a podiatrist is unwell, all they do is add a note marked “sick” to their own Cliniko diary. At 7:30am Luha finds that note and texts every patient booked with them: their practitioner is unwell, and a team member will be in touch.
First thing in the morning, admin gets a report of who is sick and every patient to reschedule, with their name, mobile number and appointment time.
Still unconfirmed for tomorrow:
Noah K. · 0413 xxx xxx · 10:00
Ava T. · 0400 xxx xxx · 2:30
Hi Ella, reminder: Thu 9:15am at Be Podiatry. Reply Y to confirm.
24 hours later
Just checking you can make Thu 9:15am? Reply Y to confirm.
Y
Illustration · sample data
Reminders go out 48 hours before each appointment asking patients to reply Y. A Y marks the appointment as confirmed in Cliniko. No reply? A second message goes out 24 hours later, and at 3pm reception gets an email listing every patient still unconfirmed, ready to call.
Hi Lucy, it's been a while since your orthotic review. How are your feet going? Reply if you'd like to come back in.
Good timing, my heel's been sore again. Can I book in?
Illustration · sample data
Every day, Luha looks back six months for set appointment types. If that patient hasn't booked again, they get a friendly text asking how they're going and whether they'd like to come back in.
Happy birthday, Grace! Enjoy a small birthday discount on your next visit this month. Reply to book.
Thank you! Can I come in next week?
Illustration · sample data
On their birthday, patients with nothing booked get a message with a small discount, a nudge to come back into the clinic.
Illustration · sample data
Practitioner schedules are pulled straight from the Cliniko diary, leaving out the blocks the director has chosen to exclude. Nobody has to enter anything by hand.
Cancellations and DNAs · October
Mia S. · Work · 12 lifetime visits
Josh P. · Unwell · 3 lifetime visits
…and 61 more
Illustration · sample data
A monthly report for the directors lists every cancellation and non-attendance with the reason given and the patient's lifetime visits. Cancellations because a patient is feeling better are shown separately, because practitioners shouldn't be penalised for those.
Every automation was custom-built around how Be Podiatry runs, not switched on from a plug-in.
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“You guys really do go to that next level of creating them as custom automations. It's been a real game changer.”
Dana RobbinsMonty Osteo · VIC
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“We can come to you with any gaps in our clinic, and you guys come up with the automations for us.”
Matthew AngelActive Foot Clinic · NSW
Start with a free 30-minute strategy session to find where admin time goes in your clinic and what to automate first.