A custom AI voice receptionist that books into live Cliniko slots, and every SMS workflow moved onto one platform.
Ben DovestonDirector, Doveston Health
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01 · The clinic
Doveston Health is a multidisciplinary allied health clinic in Morayfield, serving the Moreton Bay region since 2011. Led by director Ben Doveston, the team brings physiotherapy, podiatry, exercise physiology, dietetics and remedial massage under one roof.
The clinic also runs hydrotherapy, telehealth, mobile services and strength classes for seniors, and works with NDIS participants across its disciplines.
02 · Before Luha
With three people on the front desk, Doveston couldn't always cover the phones. After-hours callers hung up and rang another clinic, and during the day calls were missed whenever every line was busy.
Reviews, SMS workflows and reminders ran on another provider that Ben found clunky, with no customisation, poor syncing with their practice software and slow support tickets. He first came to Luha for a voice agent.
03 · How we worked
The first version used an AI agent to find appointment slots. Sometimes it offered times that didn't exist, or gave a slot to the wrong practitioner.
Luha rebuilt it with fixed booking logic, so every slot comes straight from the live calendar with the correct practitioner attached. Patients are found by first and last name, with a fuzzy match as a fallback.
“Having everything all under the one roof just made things so much easier.”
Ben DovestonDoveston Health · QLD
04 · The results
Reminders, review requests and SMS workflows all moved from the old provider onto Luha, alongside the voice receptionist. In Ben's words, having everything under one roof made things so much easier.
A voice receptionist, built for how Doveston books, with every other workflow brought alongside it. Pick one to see it in action.
Hi, I'd like to book a physio appointment. Is there a female physio available?
Of course. Emma has Thursday at 8:30am or Friday at 4:15pm. Which suits you?
Friday, please.
You're booked with Emma, Friday at 4:15pm. I'll text you a confirmation now.
Illustration · sample data
This isn't a plug-in product. Off-the-shelf voice tools couldn't handle how Doveston books, so Luha built one connected directly to their practice software.
It knows each practitioner's real schedule and services, can find a male or female practitioner when a caller asks, and follows Doveston's department days and cancellation policy. It checks live availability and books into real slots, and its knowledge is kept up to date as the team changes.
Illustration · sample data
Reminders, review requests and SMS workflows were moved off the old provider and onto Luha, so everything is managed in one place.
Hi Chris, thanks for checking your risk score. Our team can help you bring it down. Would you like to book an assessment?
Illustration · sample data
Everyone who completes the health and injury risk calculator on Doveston's website is now followed up automatically.
Hi Jo, thanks for your enquiry about knee pain! What's been going on?
Sore after running, about 3 weeks now.
A physio assessment would help. Want a link to book with one of our physios?
Illustration · sample data
Next up: new leads get an instant two-way SMS conversation. Luha checks whether they've booked at 6, 24 and 72 hours, and hands over to admin if needed.
Every automation was custom-built around how Doveston Health runs, not switched on from a plug-in.
Video story
“It's saving up to 50% of our workday, and being on top of our billables for the week is over 95%.”
Semih TaflanEvolve Physio · VIC
Video story
“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
Start with a free 30-minute strategy session to find where admin time goes in your clinic and what to automate first.