How Luha keeps every Fix My Muscles patient's Cliniko recall up to date, from their first booking through to reactivation.
Natalie ScottClinic Manager, Fix My Muscles
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01 · The clinic
Fix My Muscles is a remedial massage and myotherapy clinic on the Gold Coast, with rooms in Mermaid Beach and Ashmore. Founded by head therapist Joel Huggard, its team of around eleven treats sports injuries, pain and tension with remedial massage, myotherapy, dry needling, cupping and assisted stretching.
Clients can claim health fund rebates on the spot through HICAPS. Natalie Scott manages the clinic and looks after patient liaison.
02 · Before Luha
Fix My Muscles uses Cliniko recalls as each patient's follow-up record and to-do list. Every patient has one recall at a time. Its type and due date tell the team who to contact next and why, and the notes build up a history, with the newest line on top.
Keeping every recall current was a manual job for the team. Luha's job was to keep that one recall up to date automatically, from whatever the patient does: booking, attending, cancelling or not coming back.
“Absolutely seamless, personalised, fantastic communication and excellent service. I would highly recommend Luha for other businesses.”
Natalie ScottFix My Muscles · QLD
Every automation feeds the same thing: one accurate recall per patient. Pick one to see it in action.
Notes
21 Nov · Rebooked for Wed 26 Nov
21 Nov · Late cancellation, 18 hours' notice
17 Nov · 1st visit attended
14 Nov · First appointment booked
Illustration · sample data
Each time a patient books, attends, cancels or goes quiet, Luha updates the type and due date on their recall and adds a line to its notes.
The team opens Cliniko and sees exactly who to contact next and why, without editing a single recall by hand.
4 Nov · First appointment booked
Illustration · sample data
When a new patient books their first appointment, Luha creates their recall and updates the appointment notes.
Illustration · sample data
After a patient's first, second and third or later appointment, the recall moves to the right 3 Day or 3 Week Follow-Up, with runs staggered across the middle of the day.
Illustration · sample data
Cancellations made less than 24 hours ahead become a Late Cancellation due the next weekday. Earlier ones go to Cancellation/'N' Reschedule, or to REBOOKED if the patient has already rebooked. Follow-ups follow 3 and 6 days later.
Illustration · sample data
Recalls update at 4, 8 and 12 weeks. These were added to the clinic's existing reactivation SMS workflows rather than built as separate ones.
Heads up before Josh P. rebooks
2 missed appointments in the last 6 months
Illustration · sample data
Head office gets an email when a patient who is rebooking has missed two or more appointments in the last six months.
Recall check
Ruby C. has 2 recalls. The most recent was kept.
Reminder: Fri 10:00am at Fix My Muscles. Reply Y to confirm or N to cancel.
N
Illustration · sample data
When a patient replies N, their appointment is cancelled in Cliniko, but only if it's still in the future. If a patient ends up with more than one recall or none at all, admin gets an email.
Every automation was custom-built around how Fix My Muscles runs, not switched on from a plug-in.
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“Having everything all under the one roof just made things so much easier.”
Ben DovestonDoveston Health · QLD
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“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
Start with a free 30-minute strategy session to find where admin time goes in your clinic and what to automate first.