Private clinics and health practices in Cambridge spend too much time on appointment admin, follow-up sequences, and patient comms. We build the systems that handle it.
Running a private clinic is a different business to working in the NHS. You're responsible for everything — patient acquisition, bookings, treatment delivery, billing, and all the admin around each of those. For smaller practices, that often means the clinician is also the receptionist, the biller, and the follow-up coordinator.
The patient journey from first enquiry to completed treatment involves a lot of touchpoints. Enquiry response, booking confirmation, intake forms, pre-appointment reminders, post-appointment follow-up, invoice, rebooking prompt. Every patient, every time. When the diary is full and the team is small, these things start to slip — and when they slip, patients don't come back.
Enquiry response and booking. New enquiry via website or email → automatic acknowledgement sent within minutes → booking link or calendar invite offered → confirmation sent when booked → reminder 48 hours before → reminder 2 hours before. Drop-off between enquiry and booked appointment is often where private practices lose the most revenue. Faster response and consistent follow-up closes that gap.
Intake forms. Booking confirmed → intake form sent automatically → reminder if not completed before the appointment. The form arrives before the patient does, which means the appointment itself can start on time. How responses are stored is up to you and your existing setup — we work around your requirements.
Post-appointment follow-up sequences. Treatment complete → follow-up message at 48 hours checking in → rebooking prompt at the appropriate interval for the treatment type → review request if the patient indicates they're happy. These sequences drive rebooking rates and reviews without anyone having to remember to send them.
Billing and payment chasing. Invoice generated on appointment completion → sent to patient → reminder at 7 days if unpaid → second reminder at 14 days. For clinics offering packages or treatment plans, automated payment schedules can replace manual tracking entirely.
Referral management. Less relevant for most small practices, but for clinics that do receive GP or specialist referrals at volume, automatic acknowledgement and slot allocation can reduce the gap between referral receipt and patient contact.
Insurance and authorisation tracking. For practices dealing with private medical insurance, tracking authorisation status, chasing outstanding letters, and prompting for renewals are all tasks that currently require someone to manage manually.
A physiotherapy or osteopathy practice at this size is often losing 15 to 25 percent of new enquiries before they ever become bookings — not because the clinician isn't good, but because the response takes hours rather than minutes and the patient books somewhere else in the meantime. The pattern is consistent: enquiry comes in via the website or email, it sits until someone has a moment, the response goes out that afternoon or the next morning, and by then it's too late. The fix isn't hiring a receptionist — it's an automatic acknowledgement that goes out within two minutes, confirms availability, and sends a booking link. That alone recovers a significant portion of lost enquiries. Add a follow-up sequence that checks in at 48 hours post-treatment and prompts rebooking at the right interval for the condition, and a small practice can meaningfully improve both patient retention and cash flow — without taking on more staff.
We understand that patient data requires careful handling. Any systems we build are designed with data minimisation in mind — automations work with the minimum information needed to complete the task, and we don't store patient data on third-party infrastructure unless it's explicitly appropriate and agreed.
We work within your existing systems — practice management software, email, calendar — rather than adding new places for patient data to live. If you have specific compliance requirements around how data is handled, we'll work within them.
Usually yes. We integrate with most common practice management and booking platforms. We'll confirm compatibility when you tell us what you use — if a direct integration isn't possible, we build around it.
Patient data needs careful handling and we take that seriously. We work within your existing systems where possible, minimise data movement, and don't use third-party infrastructure for patient data without explicit agreement. We'll discuss your specific situation in the strategy session.
Often more so. Smaller practices feel the admin burden more acutely because there's less capacity to absorb it. A single automated enquiry response and follow-up sequence can make a meaningful difference to a two-person clinic.
A single workflow — enquiry response and booking confirmation, for example — typically takes one to two weeks. A more complete system covering intake, follow-up, and billing takes three to five weeks. We'll give you a realistic timeline upfront.
Done well, no. Automated messages can be warm and personal — they just need to be written that way. Patients generally care about speed and consistency more than whether a human pressed send. A message that arrives two minutes after an enquiry feels more attentive than one that arrives two days later.