Health & Wellness
Private Clinic Growth Suite
Catch every new-patient enquiry, kill no-shows, and reactivate lapsed patients, all on top of the clinical system you already run.
A front-office growth and operations layer for private GP and specialist clinics that sits on top of your existing PMS or EHR, never replacing it. It plugs the leaks that clinical software ignores: the prospective patient who hits voicemail while the front desk is on hold with a payer, the one in four appointments lost to no-shows, the two-thirds of first-time patients who never come back, and the hundreds of lapsed patients no one recalls. Every agent works non-clinical, low-PHI tasks (enquiry conversion, reminders, reviews, reactivation, AR chase) and hands anything clinical straight to a human. No AI triage, no diagnosis. Just a full schedule, faster cash, and a reputation that compounds.
A starting configuration to test against the business's actual evidence and operator constraints.
Illustrative failure hypotheses
Questions for the audit to verify
New-patient enquiries hitting voicemail while the front desk is on hold with a payer or busy with the patient in the room, so high-value first appointments go to a competitor
Self-pay invoices going unchased and insurer or eClaim rejections stalling cash, with each denial adding admin and delaying revenue
Reviews collected ad hoc and referrers never systematically nurtured, starving the two channels private clinics actually live on
After-hours enquiries, a big share of self-pay demand, going unanswered overnight and converting elsewhere by morning
Proposed starting point
A pilot hypothesis to review
Designed role · approval required
New-Patient Conversion
Turns every web, phone and WhatsApp enquiry into a booked self-pay appointment before the prospective patient reaches voicemail or a competitor.
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.
New-Patient Capture
Turn every phone, WhatsApp and web enquiry into a booked self-pay appointment, day or night, before it goes cold.
Designed role descriptions ↓Close ↑
New-Patient Conversion
Turns every web, phone and WhatsApp enquiry into a booked self-pay appointment before the prospective patient reaches voicemail or a competitor.
After-Hours Capture
Answers and books enquiries that arrive outside clinic hours so overnight self-pay demand does not convert to a competitor by morning.
Schedule Integrity
A proposed work stream whose scope and evidence must be agreed during the audit.
Designed role descriptions ↓Close ↑
No-Show Shield
A proposed role to scope and validate before any pilot use.
Waitlist Filler
Backfills freed cancellation slots from a smart waitlist so clinician time never sits empty.
Retention & Reactivation
Rescue the two-thirds first-visit drop-off and wake up lapsed patients on a proven multi-touch recall.
Designed role descriptions ↓Close ↑
Post-Consultation Follow-up
Rescues the two-thirds of first-time patients who never return by running a structured, non-clinical post-visit follow-up.
Reactivation & Recall
Wakes up lapsed patients with a proven four to five touch recall sequence to recover revenue that costs a fraction of new acquisition.
Membership & Package Upsell
Converts repeat self-pay patients into concierge memberships or annual health-check packages to shift revenue from transactional to recurring.
Referral & Reputation
Keep GP and consultant referrers warm and harvest reviews at the moment of peak satisfaction.
Designed role descriptions ↓Close ↑
Referral Nurture
Keeps GP and consultant referrers warm and closes the loop on every referral so the pipeline private clinics live on stays healthy.
Review & Reputation Booster
Requests Google and Trustpilot reviews at the moment of peak satisfaction and routes anything negative to a human first.
Revenue Recovery
Chase unpaid self-pay invoices and flag insurer and eClaim rejections so cash stops stalling.
Designed role descriptions ↓Close ↑
Insurance & Self-Pay AR Chaser
Chases unpaid self-pay invoices and flags insurer and eClaim rejections so cash stops stalling, writing status back to the PMS rather than replacing it.
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.
Enquiry-to-appointment conversion rate
A candidate metric; its source and baseline are not yet defined.
No-show rate
A candidate metric; its source and baseline are not yet defined.
First-visit return rate
A candidate metric; its source and baseline are not yet defined.
Lapsed-patient reactivation rate
A candidate metric; its source and baseline are not yet defined.
Self-pay days sales outstanding
How fast self-pay invoices get paid once chased, plus insurer and eClaim rejections cleared.
Review volume per month
New Google and Trustpilot reviews from happy patients, the reputation channel private clinics live on.
Active referrer count
GP and consultant referrers kept warm and sending, the second channel that drives private-clinic growth.
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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