Health & Wellness
Physio & Allied-Health Clinic Suite
Fill the diary, finish every course of care, and wake up the dormant patient list, without hiring a second front desk.
A starting configuration to test against the business's actual evidence and operator constraints.
Illustrative failure hypotheses
Questions for the audit to verify
Missed calls during treatment: the clinician is hands-on, the phone rings out, and the enquiry books the next clinic on Google
Patients dropping out mid-plan, cutting both clinical outcomes and the lifetime value of every episode of care
Dormant discharged patients, lists that run into the thousands, never contacted when their issue recurs
Marketing spend with no attribution: roughly three quarters of owners do not know their own cost per acquired patient
Insurer sessions delivered past the authorised limit and claims left stalled while the owner is treating
Proposed starting point
A pilot hypothesis to review
Designed role · approval required
Reactivation & Recall Engine
The audit must validate the evidence, permissions, review boundary, and stop condition before this role enters a pilot scope.
Designed playbook
Proposed work streams and roles
These are configuration ideas to test during an audit. They are not autonomous workers or evidence of a live deployment.
Forma Core
Runs under every suite. The shared operating spine: front desk, follow-up, reputation, owner reporting, cash, and content.
Designed role descriptions ↓Close ↑
Front Desk
Captures and triages every inbound (email, web form, missed call, DM), then replies, classifies, and routes it to the right place.
Follow-Up Engine
Runs persistent, polite multi-touch follow-up on every quote, no-show, and stalled enquiry until it converts or is cleanly closed.
Reputation Engine
Asks happy customers for reviews at the right moment, drafts replies to every review, and routes negative feedback to a human first.
Owner's Digest
Compiles the weekly (and on-demand) operating picture into a plain-English brief: what happened, what's at risk, what needs a decision.
Money Flow
Issues and chases invoices, tracks AR aging, and reconciles payments so nothing slips and cash comes in faster.
Content Engine
Turns the brand kit into a steady cadence of social, email, and blog content, ready for one-click approval.
Diary & Attendance
A proposed work stream whose scope and evidence must be agreed during the audit.
Designed role descriptions ↓Close ↑
Diary Fill & Waitlist
Backfills same-week cancellations from a standby list and offers under-used slots, converting the gap between real and perceived utilisation into treated patients.
Attendance Shield
A proposed role to scope and validate before any pilot use.
Course Completion & Recall
Keep patients on their prescribed plan, keep them doing their home exercises, and bring discharged patients back when the issue recurs.
Designed role descriptions ↓Close ↑
Course-of-Care Completion
Spots patients falling behind their prescribed course of treatment and nudges them back before they silently drop out, protecting outcomes and episode value.
Home-Exercise Adherence Coach
Keeps patients doing their prescribed home-exercise programme between sessions, the behaviour that drives outcomes and keeps them committed to the plan.
Reactivation & Recall Engine
A proposed role to scope and validate before any pilot use.
Intake & Referral Growth
Get paperwork done before the first visit and keep GPs, consultants, and gyms referring by closing the loop on every referral.
Designed role descriptions ↓Close ↑
Intake & Consent Runner
Sends and chases digital intake, consent, and screening forms before the first visit, so the first session is spent treating rather than filling in paperwork.
Referral Source Nurture
Keeps GPs, consultants, coaches, and gyms referring by acknowledging every referral the same day, closing the loop with outcome letters, and flagging sources that go quiet.
Coverage & Claims
Verify insurer cover before treatment starts and track authorisations and claims so insurer sessions never turn into unpaid ones.
Designed role descriptions ↓Close ↑
Coverage & Claims Tracker
Verifies insurer cover and authorised session counts before treatment starts, then tracks every claim to remittance, so insurer-funded care never becomes unpaid care.
Numbers & Compliance
Surface true utilisation and per-channel acquisition cost, and keep every outbound message inside healthcare advertising and data rules.
Designed role descriptions ↓Close ↑
Utilisation & CAC Coach
Computes true diary utilisation and cost per acquired patient by channel, the two numbers most owners are blind to, and turns them into concrete weekly recommendations.
Healthcare Messaging Guard
Screens every outbound patient message and campaign against healthcare advertising and data rules (GDPR and HCPC expectations in the UK, DHA and MOH rules in the UAE) before anything sends.
Measurement design
Candidate measures to baseline
These labels do not claim a result. The audit must define the source, window, method, baseline, and owner before a metric can support a pilot decision.
Diary utilisation rate
A candidate metric; its source and baseline are not yet defined.
No-show and late-cancellation rate
A candidate metric; its source and baseline are not yet defined.
Plan completion rate
Percentage of patients who finish their prescribed course of treatment. Every drop-out cuts clinical outcomes and the value of the episode.
Dormant reactivation rate
A candidate metric; its source and baseline are not yet defined.
Cost per acquired patient
CAC known and tracked by channel. Only about a quarter of owners know theirs, and those who track it report materially higher revenue.
Revenue per clinician
A candidate metric; its source and baseline are not yet defined.
Connector boundary
Availability is scoped per controlled pilot
Connector names in the internal playbook are planning inputs, not a public integration promise. Current code-live readers are bounded and require account-specific verification before use.
See the commerce pilot boundaries →Audit first
Validate the playbook against your operation.
Pricing, scope, data access, review boundaries, and success measures are agreed in writing before any paid work.
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