August 31, 2025 • 48 mins
In this episode of Physio Matters, Jack Chew and Rob Bevan dive deep into how they use Cliniko to streamline and grow their clinics. Drawing on Jack’s experience running a smaller practice and Rob’s decade of managing a larger MDT clinic, they share practical insights into online bookings, patient communication, diary management, and notes systems.
They unpack why Cliniko consistently delivers higher conversion rates for online bookings, how tailored reminders and confirmations reduce admin and no-shows, and why small tweaks in setup can transform patient experience.
The discussion also explores clever ways to categorize services, manage next-available appointments, and integrate automations to free up time while keeping a human touch.
Whether you’re just getting started with Cliniko or want to optimize how your practice uses it, this episode offers actionable tips, real-world examples, and lessons learned from years of trial, error, and success in MSK practice management.
90 day free trial: cliniko.com/physio-matters
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
(00:05):
Hi, I'm Jack Chu, founder and director of Physio Matters, and
it's great to be back at the podcast desk with my good friend
Rob Bevan, our head of partnerships at Physio Matters
to talk about how we use clinical.
Myself and Rob, we've got two different practices we we work
for. I've got Choose Health, he's got
Dire Street Clinic. We'll go into more details about
the similarities and differencesof those businesses in a second,
(00:26):
but we both work for Physio Matters to help promote and
raise standards in MSK care education and also to share what
is the best, best thing in technology and software in our
industry. And so we then partnered with
Clinical to help explain not only why we think it's wise for
you guys to sort of start using Clinical not only by getting
onto the software, but also maximizing it's it's way in
(00:48):
which you can enhance your business workflows etcetera.
And I think that one of the big things we've realised in recent
months from speaking to many of you is that it's all well and
good doing it, but then people just want to get insights into
what's been used and road tested, including by us.
And we've been fascinated to hear how many of you are
bothered about how do you use it.
And so we've we've decided to compile our favorite things,
(01:10):
which we're going to then bring to you today.
My clinic is quite small in South Manchester.
And so, and we've only in the last 12 months been using
clinical Rob's, a larger MDT clinic and have been using it.
How long now, Rob? 10 years. 10 years I think.
We can imagine at 10 years that he's longer in the tooth on this
(01:31):
and has insights that are far deeper than mine.
But also I think he you just said Rob, you don't even
remember what it was like to transition over to clinical was
that long ago? Yeah, it's that long.
And I said it was. We were a very small team at the
time, just me and my wife. We probably had a couple of 100
patients, less of them were actually active.
So the switchover was, I don't remember it being a difficult
thing. Whereas if we had to switch now,
(01:51):
it'd be a whole I'd be, it'd be the questions I would have would
be very different compared to the questions I had then, which
was just do you have online booking?
Cool. OK, we're in like, yeah, that
works. And I think that that's why we
each realised we could have probably done something solo or
done something separate to each other on this.
But then we have so many similarities in things and
(02:12):
features that we like, But there's also distinctions
because of the different time frames of our journeys that we
thought we'd jump on together and have a back and forth about
it and and see how it comes out.One of the things that correct
me if I'm wrong here, Rob, but Ithink one of the things that's
like gun to head, what is your favorite thing about clinical is
the fact that it converts so well on online bookings.
That's certainly still my answer.
Is that, Is that still yours? Yeah, 100%.
(02:34):
And if we look at the percentageof people that we have that book
online, it's skyrockets when when when people use Clinico and
it's there are numerous reasons for that.
I think it's firstly how you setout your online booking and I
think we can get to that one in a minute.
But I think the ease that it is when you actually come to book
and the the people that we have that use online booking are not
(02:54):
particularly tech savvy. And so you don't have to jump
through all of these hoops. It's just simply what service do
I want? What time do I want to come in?
What's my name and address book and, and you know the amount of
clicks and steps you go through and you know as well as I do
that the more hurdles you put inthe place to booking an
appointment, the less likely is someone to do it.
And I know that when you have tocreate an account and you have
(03:16):
to put card details and you haveto do lots of other steps to do
it, people are less likely to book it.
And I think if I remember the numbers from the marketing
company are something like the, the, the landing on the Clinico
booking page to then converting to online booking is something
like 24%. Now that I might be incorrect on
that, but it's in in the 20s in terms of how likely someone is
to convert, which is I believe the highest of all of the online
(03:38):
booking platforms that there are.
Yeah. I mean, it's it's over.
It's over double what many of them are.
It's second best is I think 8 or9% down, but also a far more
expensive system. That was what we won't name
names. That would be ugly, wouldn't it?
But yeah, generally speaking, it's always outperforming on the
on the data. I want to just make a suggestion
(04:00):
for those that are watching. I think people don't do this
enough. And so I'm going to give you the
chance to pause us in a second and go and do it in a SEC.
I want you to pause this video, go and mimic your customers
journey as if they've never heard of yet.
Let's say they've clicked on your Google ads or they've heard
from their neighbor to go and find a search for a term.
And I don't care if you're usingclinical or not.
(04:21):
I'm just saying just mimic your patient flow and do it.
Even if you've done it a few months ago, go and do it now and
then come back to this part of the video if you don't if you're
interested. Yeah, I know how mine works, but
I want to know how clinical works.
Then feel free to go to choosehealth.co.uk or to, I
forget your URL, Robert Dire Strait.
Yeah, Dire straitclinic.com. Yeah.
Brilliant. So go to one of ours and and
(04:42):
follow this through. And what Rob's describing there,
you'll notice is that immediately is then when do you
want to come in, right? Whereas other systems are then
set up an account. I don't want an account, I want
an appointment, right? And I think that people
underestimate how relevant that is because there's fewer clicks
and it's giving people what theywant.
And then proof of the puddings in the eating.
We're seeing better conversion rates.
(05:02):
So pause this video if you haven't already and go and do
that and then come back because I think that that's what we
really want you to understand why that's important now that
you're back. Or if you did go and do that,
Rob Tell, just because I don't think it's worth of skimming
past it. What is it about as a business?
An increase in online bookings compared to phone calls, emails
(05:24):
or other enquiry avenues That Because I think it might seem
obvious but let's spit it out. So obviously it's an admin
issue. So the amount of time that it
takes to book a phone call or ane-mail particularly, which is a
massive stress. And I think the way that today's
society moves and I see this with with the younger people is
(05:44):
they are less and less likely topick up the phone.
They are more and more likely toWhatsApp, e-mail or online book.
So the more avenues you have, then people will obviously
utilize them. And if there is, you take away
the human element, then people will even more likely be able to
do it. And only people that will not
use a particular service if theyhave to talk to a human or pick
(06:05):
up the phone. So clinic switch or hairdressers
or restaurants that don't have some form of online option,
people will just simply not use that.
And whether that's I don't know the the way that today's society
is built up, but it takes out that admin time.
It obviously then allows people to book at any time of day.
And if you look at the percentage of appointments that
(06:26):
are booked and when appointmentsare booked, we get 2030% of
appointments on a month that arebooked outside of our closing
hours. So that might be the morning of
appointments as people waking upand going, I'm in pain, I need
to see someone today. And you'll see the appointments
at 5:30 come through or they gethome from tennis that evening
and go, oh, my knees a bit sore,Probably should see a fifth.
Oh, I've got a day off tomorrow unexpectedly.
(06:47):
And then we'll get anything tomorrow last minute.
And so having that facility to people to book, again, I know
we're kind of spelling this out for people who don't know people
will want to book your services when you are not open.
So it just creates that option for people to.
Do and we also have the we the prepayment that we take.
(07:08):
So our point of booking, we get people to then pay for that
appointment. Now admittedly there is a drop
off. If you choose to do that, you
will have people that then wouldhave otherwise booked but didn't
have the card with them or whatever.
Or that that was an element of friction that meant that you get
a drop off. So admittedly, you will get a
drop off of a few percentage points on conversion right there
that some people might not want to wear.
(07:30):
However, the, the upside which we probably unpack a bit more
later is the, the decrease in, in like UTA and DNA, right?
But the reason I'm mentioning this is because the smoothness
of that integration through Stripe on clinical means that
then you've got that process. That then means it's completely
automated. And another reason why if
(07:51):
someone's then booking online, you're not, you have you have
automated that administration and that, yes, you're still
going to get the odd inquiry that comes through that says, do
you do knees? And they've not given a phone
number. They've not given an e-mail
address even or you've or yeah, there's usually an e-mail
address as such to it. So you're then asking them for a
phone number to get more information.
Should a therapist ring them back?
Should an administrator ring them back?
(08:12):
Even I've been rings them back then they unpack their knee
problem. They still might have questions
before they want to book. So the whilst they might come
through, they are few and far between because you can book
online and you can make that process a lot a lot smoother.
I think it also is less human error and I don't know about
you, but the amount of times that there's been a typo and a
phone number, a typo and an e-mail, phone lines aren't that
(08:34):
great elderly people. And there's lots of reasons why
mistakes get made. You know, spelling names
incorrectly, which is a massive thing when you send an e-mail
and it's dear so and so you spelled the name wrong.
Like there's a really big deterrent to some people if you
if you spelled the name wrong, even more so if you spelled it
out on the phone. And I've spoken on the phone
before and I've had people call up and I'm getting to repeat the
(08:56):
name two or three times. I'm typing in thinking, I really
hope this is right because I know how important that first
name is, though yes, people still get it wrong.
And it's, it's amazing when people ring and say, I haven't,
I haven't got an e-mail yet. You said you're going to send me
an e-mail and or I didn't book an appointment on that day.
And I can look and say, well, you actually booked it online
yourself like you. So you chose that appointment
and you put in these details. If they're incorrect, I'm really
(09:18):
sorry, but it's obviously your human error and not ours for
one. So it does reduce that as well
because people most spell their name right compared to, you
know, as in front desk. Issues and you've got to think
about your own technology as well.
The fact that you're getting auto fill on your own phone or
device is, is is useful now if mistakes can still happen, but
it just means that that process is just smoother, Fewer and
(09:40):
fewer clicks, including even fulfilling fields out in forms,
things like Apple Pay, Google Pay, Android Pay, you've got all
these different opportunities whereby things are becoming
smoother and decreasing that friction.
I want to make sure we don't shoot past that.
I can't remember how high tech we're doing this, this edit, but
it'd be smart if we are doing overlays to or at least
referencing the fact that then when you go on to clinical as a
(10:02):
patient, when you book in and stuff, you don't necessarily
then you might not be thinking exactly what time you want to
see someone next week, but you might know that you need an
evening and the fact that they can then by colour coordination
know when there's evening availability, morning
availability, afternoon availability.
I underestimated that when we were moving over, we started
working with clinical and even patients will name that
(10:24):
sometimes I'm asking them, you know, I'm interested, how did
you find our system, particularly in the early days
when we were transitioning. Now, sometimes they'll mention
that just, you know, it's reallyconvenient, really smooth,
really like that. I needed an evening and I knew
you had one because it said and they didn't have to go fishing
for it. Finding out which clinician and
so that I found really useful. And again, I thought you could
just give some give some visualshere if we if we can.
(10:46):
One thing I did want to make sure I got you to unpack though,
because I think you guys do thisreally well and we're trying to
aspire to that choose health a bit more as well is how then you
set up and differentiate variousdifferent services and
clinicians. So can you explain that and how
you feel that that optimizes that online booking process?
Yeah. So, so the, the the way that it
works is that you put your particular services into
(11:08):
categories. So when you as a patient look
online, you are shown the categories that are offered at
the clinic. Because obviously within if you
see a physio, you might have different types of physio
appointments. If you see a podiatrist, you
might have different types of podiatrist appointments.
So you categorize by by by the category type.
So we have chirophysio, massage,Podiatry and a few others kind
(11:32):
of specialist type services. So that's what the first
barriers that the patient sees. Now automatically Clinico will
put that into alphabetical order.
So if you have B12 injections and that's one of your
categories, that's going to showup top.
But you might not only offer that, you might only offer it
once a month and it might be notthe service that you want to be.
(11:53):
First and foremost, if you are aphysio, chiro, osteo clinic and
that's kind of your your swan song.
So the way that we, we run it and the way that I know a lot of
other people have structured it now is to number your
categories. So you can number your
categories, one dot chiropractic, 2 dot physio, 3
dot osteopathy. And then that is how they show
up in the system. And then you can then move other
(12:15):
services further down the list to kind of reflect how you want
them to be shown to the patient.As a, as an aside for that.
And I think now is probably a good time to bring it up.
Something that we've brought up or that we've done, it's a
little trick that we do is at our particular feeling, the way
that we run is we don't really have a huge bias towards, you
need to see a chiro for this, a physio for this, an osteo for
(12:36):
that. We advertise we're very much
competency best practice. If you have sciatica, it doesn't
matter who you see. We're going to treat this
particular case very similar. We have a next available
appointment, which is essentially a I'm in pain and I
don't care who I see type of appointment and people can book
that whenever they want to. It's the top of the list and it
just says next available appointment and all those people
(12:58):
can book next available chiropractor, they can book next
available physio. They might just want to see
everyone. So we've created this specialist
appointment type which has the chirophysio, osteo, sports
therapy, sports rehab. And within those they will just
be shown the next available appointment and it's quite well
explained and it says your appointment will be with one of
(13:19):
these particular professions. They're all diagnosed or trained
to diagnose, examine and treat in a very similar way.
If they feel another member of your team would be more
suitable, they will tell you that or book you in with them or
your follow up or whatever it might be.
And probably 15 to 20% of new patients book that appointment
type. So these are people who don't
care who they see and they just want to see someone and whether
(13:42):
that's through the clinic reputation, whether it's through
their own knowledge or they justreally don't care or we've
explained it well enough. It's really quite popular.
So it's it's proven really as asgood add on for for online
booking services and. In some cases, of course, in
different clinics and different styles of practice, those
distinctions might really matterin your MDT, or it might be that
(14:03):
you're of a professionally tribal persuasion that you've
not necessarily you're not someone that feels that that
distinction shouldn't be made front and centre.
That's fine too. We're suggesting an option, a
workaround of a sorts that suitssome clinics and not others.
But similarly, if the patient choice is powerful, there's no
one at Dire Straight or Choose Health that's stopping someone
seeing a physio or a carer if they'd rather.
(14:24):
And that's one of the things that people need to make clear
as well. It's like people are worried
that then there's something deceptive about that or
someone's actually saying I wantto see a physio and they're
actually being seen a carer and then we're just cross nothing is
that they're fine with that. There's certainly none of that,
but it's just that that is an option.
And also on a, on a business level, especially me and Rob are
really passionate about this. You'll have heard us talk about
this before. We run MSK services and we're
(14:46):
passionate about the raising standards in pain and injury and
we should be reading from a similar evidence base and the
fact that the flavour certificate on our walls becomes
less and less important over time.
And the background can be relevant, but fundamentally the
aspired practice should be pretty similar.
If indeed a patient's not bothered about that and wants to
give that a go, then they shouldhave an opportunity to do that,
(15:07):
Especially if it means they might not have to wait as long
as they would have done if they wish to be more travelled and or
have to do what they would have done if we didn't have this next
available. So it's nice to have that
option, but we're not suggestingmandatory at all.
Yeah, no, yeah, I truly agree. And we have it both for new
patients and for treatments. So you might have someone that's
a regular physio patient and then has now just hurt their
knee and they want to see the next available person and they
(15:29):
can go that way. Got that?
And, and, and also it's something that really does help
you to challenge your internal education standards and
consistency as well, is to make sure that that is something that
you don't have that more liberalcross cover.
Because we're often working in small teams.
These aren't massive extensive services.
And so having really crisp distinctions can have some
upside in terms of an implied specialisation or or a real
(15:51):
specialisation. Well then you've got challenges
on cross cover, you've got challenges on recruitment and
retention and stuff that makes it even more acute.
So we, we are massive advocates and fans of that as a style of
practice. However, we do accept that this
is just us admitting to a preference that certainly
clinical is useful. If you have that preference.
It's also no worse if you don't,then you can make those
distinctions if you'd rather. The next place I wanted to go
(16:13):
with you, Rob, is to talk a little bit about communication
through the system with the patient.
And so we can take it from when that patient books, they then
get automated comms straight outthe gates.
But then also you can then dictate carefully what it is
they see, how they see it at what time frame, what reminders,
e-mail, SMS, etcetera. Tell me about how you've
optimised that and what you'd recommend for our viewers.
(16:35):
Yeah. So I mean, I think it needs some
playing around and I think that you always get, you're never
going to please everyone. Some patients want day of
reminders, some people want two days before, some people want 24
hours before the appointment. Everybody slightly different.
And I know we've experimented with a few different workarounds
or different options and someonedoesn't like something at some
point and someone's going to going to going to not be happy.
(16:57):
Now, the way that we, if I startwith reminders, so the way that
we do the reminders is we do e-mail and SMS reminder.
They're really easy to set up onclinical themselves and into
just the settings and the reminder sections.
We do an e-mail the day before and an SMS the day before.
They go out around lunchtime theday before.
And within that it's just this is a reminder of your, of your
(17:18):
particular appointment at this time tomorrow.
And that that's it. And we know that people often
pick it up because that is when you'll get the people who recall
and say, or call up and say, I'msorry, I can't, I've just had
your message. I can't make that appointment
tomorrow. The SMS obviously a bit shorter
and it's a bit to the point thisis your appointment tomorrow at
this time. The email's a bit longer and
(17:38):
it's just a reminder about the appointment.
It's kind of where we are. We have a link for if you are a
new patient, you can fill out this form and it just means that
anyone who's booked the appointment by mistake has got
that information in there as well.
It's also got a bit more about what to expect on the
appointment, whether they're a first timer or not.
It's useful information if they haven't been in a while.
(17:58):
So we've really tried to write that in a human voice and I'm
happy to share some examples theway if that's useful for people,
the way that we've done it, we've geared all of.
Our it's another one of those where we might challenge Jim or
Farouk to actually put somethingin there.
Yeah, we do that. And we also have biased it
slightly knowing our average population.
So we know that the average people that come and see the
(18:20):
podiatrist, it's slightly different.
You know, the average age for the Podiatry patients is a lot
older and like the routine Podiatry patients compared to
the people that come and see thephysio.
And it's not that the physio doesn't see old people and that
and the practice doesn't see young people, but we know the
average age is about a 30 year gap there.
So it just means the language used is slightly different when
it comes to that. So we've really tried to put
that just that human voice. Everything you need in there is
(18:43):
in that particular e-mail, whether it's finding us you,
you've probably had patients whohave come to see you, they've
come to see you 3 or 4 times, but they still forget where to
come. Oh, they still forget how to
check in. And it's that that older cohort
that sometimes that happens to you.
So we just put as much information.
As we can one of the things as well is people are some people
are concerned about the robots being everywhere and it feeling
(19:06):
a little bit cold centre and they feel like things have been
come depersonalized. I think anything that you can do
to help put their mind at rest and to therefore put a human
voice to it is technically an automation of course, but the
times that people will put something generic together and
just have used the default reminder when actually they
could have taken the edge off it.
(19:27):
It could have made it a bit friendly both by visuals and by
by voice. I think that people
underestimate that and it's a way of just de risking it.
So you're using the upside of automation and technology, but
also recognizing that human factor that make you unique
compared to the default setting of the software.
Sure. And obviously you can put all
(19:48):
those placeholders into the confirmation reminders.
You can put first name, last name, appointment dates and all
those. So they also populate.
The big question is whether you use first name or surname.
And I know that I don't know what you do.
We're interested to hear, but weuse first name or we use full
name depending if it's a new patient, we usually just use the
full name just because you're ona risk.
But we have experimented with first name or we've had people
(20:09):
actually say maybe it's just where the town that I'm in, I'm
not sure. But people are like, no, it's
Mrs. Smith. You know, and if you're not
addressed by Mrs. Smith, you geta tongue lashing.
So I don't know whether what youdo, whether that's sometimes I
don't care enough because I'm like, you know, if you're
reacting, I'll call you Mrs. Smith.
That's fine. But you know, the majority of
people probably wouldn't mind that much.
(20:31):
Yeah, it's funny, isn't it? Because yeah, it's not only the
quantity of any challenge, it's the veracity of which it might
come that might move that policy.
We use full name and the problemwith that is it does really then
feel more automated. So we then sort of try and
compensate for that with the rest of the copy.
Because of the risk that you're describing, it feels too formal
(20:53):
to be Mr. Smith, but it feels a bit too casual for some people's
taste to to be that, especially because again, on clinical, they
might well have filled the form in thoroughly.
We'll also put their their not not nickname, like, you know, a
really casual nickname. But if you go by Jim rather than
James and stuff, then that suddenly can feel over familiar
(21:14):
to some and they'll then potentially even regret sharing
that. So we do go full name and he has
its ups and down sides and stuff, but that's something that
you need to play around with. And also, like we've said
before, just don't underestimatethese details.
Get them right. Yes, we say play around with it,
but once you're happy with it, you can be leaving that alone.
We're not saying you need to AB test this every week, but we are
saying that some people are complacent sometimes with these
(21:37):
levels in detail and we really do these things.
These things matter. So unless you have anything else
to add on that, Rob, with regards to comms, because I know
that, you know, is there anything else you guys do?
We've only talked about reminders, haven't we?
Sorry. So yes, there's more there,
isn't there. So what are the what are the
patient comms do you have as integrations within within?
Clinic, the integration within Clinico is kind of the
(21:58):
confirmation which I separate from reminders as well.
So this is that welcome to the clinic, especially if they're
new patients. So we have different comms, but
different types of practitionersand different types of services.
So we have it all set up separately.
So if you book in to see a foot health practitioner or a
podiatrist that we book in for amassage or book in to see kind
of physio, osteochyro, you'll get different, you'll get a
(22:20):
different confirmation e-mail inthat we've put the kind of, you
know, it's essentially titled your appointment, everything you
need to know. And this is where to go, what to
bring, what to expect is a big part of it.
And like what to bring because people don't know what to wear,
what to bring to an appointment,you know, wear loose gym gear,
things you don't mind exposing the body part.
We have gowns and shorts for youhere to wear if you're just
(22:42):
coming from work and you don't want to bring everything, you
know, so essentially you can bring nothing and we can bring
everything, but it includes everything that patient might
want to know for the appointment.
And some people, as you have experienced, I'm sure bring in
that print out and they'll have highlighted things that they've
got to bring with them or whether it's a list of
medication, you know, the chiropodi foot health plaster
(23:02):
appointments, again, they're faced slightly differently.
We don't need to say bring loosegym gear for the majority of
clinical Podiatry, it's wear shoes and socks you can slip on
and off easily. So we kind of the, the language
is geared there. We also then have the new
patient form in it where we havethe link to, if this is your
first time covering the clinic, please complete this form, a
short form. If you don't want to or you're,
(23:24):
you know, essentially not very tech savvy, We have a paper copy
for you to fill out in person ifyou if you don't want to.
So you give people the choice and we let people and 95% of
people fill out the paperwork inadvance.
Most people who don't, and not the people who can't.
They're the people who are just a bit busy and have forgotten
more than anything else. No, that makes sense.
And and I think that that's where that tailored
(23:44):
communication for the same reason we were just saying on
the reminder really matters. And the fact that you don't have
to just use the generic one regardless of what the invite
for the appointment is and confirmation for the appointment
is. It's crucial to that tailoring
that we're on about. And it's useful to know that
because people don't always knowyou can make that adjustment by
by appointment type on, on clinical.
One of the things that I wanted to sort of highlight on that is
(24:08):
are you attaching or, or managing to brand that in a
certain way? Are you?
Are you? Is it just a copy within an
e-mail or is it something that you can also then link and
create work streams from that? So no.
So ours is just a copy in an e-mail.
So we've kept that as simple as possible from the inside of
Clinico. So then because then it auto
(24:29):
populates with Clinico. So I know there are third party
plug insurance you can use for form filling in and things like
that as well and use it and build it into ACRM and you know
that sort of stuff. But we haven't, and I know that
there are workarounds where you can use it as more like a lead
capture and then you can use Zapier and plug it into
MailChimp and things which I'm in the process of trying to look
at, but I haven't actually physically run with yet.
(24:51):
Because then you can use whetherthat's a lead capture form from
Instagram or, you know, downloadour free thing from our website
and get that into a lead capture.
And I believe you can set that up with MailChimp and Zapier
that talk to them. Clinica.
So when the patients then bookedan appointment, they fall out of
that lead capture loop. And I think that there's there's
there's links to things like Salesforce and stuff that wants
(25:11):
people want to use that as CRMS.I know Jim's been experimenting
on our side with the contact forms and stuff and the ways in
which you can get that automated.
So I know that there is an option.
It's interesting that neither ofus are using it.
But for those that are listeningin that might be thinking that
that's a crucial part of what they're doing already, let us
know how that's going. If it's something with clinical
(25:31):
or if it's something that you use on another software
considering clinical and that's something that would be a
sticking point, then just because we're not using it
doesn't mean it's not capable. And I certainly know that there
are a lot of more technical links to CRMS that that we're
not using, but that are well established and, and, and are
pretty thorough. The next, next thing I wanted to
(25:52):
touch on Rob. And definitely not worth us
hovering here for too long because I think that sometimes,
you know, a note system is a note system to some extent.
I think that really that can be overplayed.
I think it's very 5 or 10 years ago for us to be sort of
celebrating digital documentation safely stored in a
cloud accessible. But one of the things that I
(26:13):
find particularly useful and certainly when onboarding new
staff and getting a morph A withit right away is the fact that
it has its simplicity. And also for me, I'm a bit I'm a
SOAP notes free text type guy. Others want that template in and
other services sometimes want that consistency between
(26:33):
clinicians and want to make surethat then there's certain boxes
that get ticked. Regardless of whether you're
free text or template or you've got that variety within your
service. The ways in which you can
personalize that as individual clinicians and individual
clinics is second to none. And that smoothness is something
I've been impressed with with Clinical.
No, I feel great and I'm the same as you.
(26:55):
I'm more just a free soap Nope type person.
I have in the past preferred much more of a template and I
think obviously when you're starting out and you're new to
this, I think having that template is really useful.
You can then obviously have templates per staff member.
You know, you could have a Jack new patient intake form, which
is your questions that you like to ask and fill them out in the
order that you like to do that. You can have a physio 1.
(27:16):
You can have a chiro 1. You can make your own.
We have obviously a pelvic health, We have Podiatry.
We have a physio that likes to do his his own way.
We have a one, we have a paediatric one like so.
There are bits in there which people have preferred.
Some people, although they have it there, don't use it and they
sometimes they do use it. They can chop and change.
We then also have ones per body part and when we had a few
(27:36):
people on boarding and they wanted to, they were not quite
confident, worried about forgetting stuff.
They liked having that full back.
So there was a, we have a shoulder 1A hip and browing one,
a headache one. And it's just a few things of
here's a new patient form specific to headaches, in case
you know the bare bones here. But are there a few things that
can separate your history here just to take it up that level?
(27:58):
Here's a couple of extra questions that hopefully you
remember. But if you don't, there's a bit
of a fall back, which you can just do if you need to.
So again, a lot of people use them at the beginning when they
first on boarded. Now actually they use less and
less. An example of a template that we
do use is that we have certain products that only come up now
and again. For example, we have this
(28:18):
community walking group of whichthen every six months they get a
set of standardized tests. And off the back of that they
then might want to personalize their strengths and weaknesses
that they found from that testing sequence and want to
work with a clinician. They get seen, they get a home
exercise program. It's not really injury
assessment as much as it's like I want to work on my balance.
I want to work on my lower limb strength.
And then they'll be seeing that three months to see how that's
(28:40):
going. And then again by 6 months
they're redoing the batch testing as a group.
That's called Trundle training and it needs a template in part
because our clinicians are sometimes only seeing one of the
two of those every six months. There's a, it needs to be
structured, it needs to be thorough.
It's, it's often data focused and therefore they want to
aspire to making sure they've ticked those boxes, right.
So if they have to freestyle that just be like, I can't
(29:01):
remember how to do this. Where's the, where's the
document, right. They're going to be off checking
the intranet, which that's the sensible thing for a template to
exist because they won't be ableto pick each other's patients up
more cleanly. And so whilst yes, I'm a free
text guy, as a clinic owner, I want to make sure that there are
opportunities where we want to be consistent.
And, and so having that combination of those two things
is great. We did a video recently and we
should again link on link on thescreen, if we can, about how
(29:25):
clinical have got the opportunity to actually then if
you want to sketch out to contact intake form, you can
then just scan that and clinicalas a system will then detect and
digitize that form. I know that that's coming, if
not already here for notes formsand templates as well, which is
brilliant. And so I had an example that I
used for that back in my NHS days when I was working as an
APP. We had paper notes and I had my
(29:47):
own sort of crib sheet pro formajust because you needed to
rattle through that quickly and I just wanted to make sure that
that was there and then scan that in and put it to the test.
And it's amazing how well it picked up literally everything
and was able to replicate that. And so you've even got that
opportunity to think sometimes it's like, oh, I'd like a
template, but I can't be bothered to actually then piece
it together, clinical software that will then bring that
together as well. But generally speaking, that
(30:08):
this does the simple stuff well.And we and I said we weren't
going to milk it necessarily on notes.
But have you anything else that you add that you do on a notes
system level that we've not really mentioned there that you
think would be? Worth, yeah, There's a couple of
other kind of tricks that we usethat I quite enjoy.
For the notes thing. The first thing is we have a
communication note, so which is just a blank box of phone calls,
(30:29):
communications and things like that.
That can work quite well, which is simply just comms.
And if when you ring a phone call, ring a patient, you can
put the details in, you can often pin a note.
So if people aren't aware, you can pin a note to the top so it
stays at the top of those of that patient's file.
And I know there's a work aroundthat I, I don't personally use,
but I know that a lot of people do use is they pin a case
(30:49):
summary. So there's a quick summary of
this patient of Mrs. Smith is six weeks post ACL.
The focus here is on XY and Z. His range of motion was this at
this stage where goal is to get him back to playing football at
this level. And there's a summary of that
patient at the top, and you can pin that at the very tops.
And anyone taking over this patient can at a glance, roughly
(31:10):
know where this patient is. And that's like a rolling
document that they can just add to at the end of, you know,
every week or every month, whatever it might be with this
patient. And then any pertinent
information can go in there, whether it's your kids names,
your dog dog's names, other information that can work, you
know, to build that rapport thatyou have with the patient that
that can work quite well. Yeah, I think that sometimes
(31:30):
it's always, you might have the sense to make a note of
someone's favorite, all the destinational football team, the
support or dog's name, but you don't necessarily one of them
bury it deep into the notes where you can't find it anyway.
So I mean that accessibility is useful for that.
Otherwise it can go unused and that's a mistake.
So I like that as AI like that as a tip.
And on that you can so I was going to say on on that
(31:52):
reminder, you can do the same for the medical alerts at the
top. I was just going to say, OK,
with those medical alerts, you can put any personal
information, you know, history of cancer, gall bladder surgery
six months ago, three children. But yeah, you can you can put
that in there. And then using third party plug
insurance, they can read that data.
So you can use a program like click apps which can actually
(32:12):
scan for those medical alerts and they can send information
based on that. So if you want to send all of
your patients with NEO A, a particular booklet that you've
made on NEO A or particular, youknow, from school, whatever it
might be, you can then based on a trigger medical trigger, as
soon as you put that trigger in,it then sends an e-mail in flow
(32:34):
to that patient. And we have it for Google
review. So if I asked you in person,
say, you know, would you be so kind as to leave us a Google
review? You can scan AQR code here, but
also I can just put Google review tag on your file and then
you'll get an e-mail that says hello, as Rob alluded to, would
you be happy to leave a Google review?
So there's you can do that as well.
Yeah, and I think that that thatlearning to use clinic apps like
(32:56):
that, we definitely are aspiringthat direction and we've heard
this from you before, but we've we're definitely not optimizing
that yet. I think that I can see lots of
service development potential for that as well.
If you imagine in your service, if you the fact that you wanted
to flag someone as diabetic might mean that if you've got a
fledgling diabetic foot care service, it makes sense for it
to do that. Now, obviously you might not
(33:16):
always want to have that as an automation, but remembering that
some putting someone to be diabetic isn't a medical
emergency alert compared to an unstable epileptic or something
like that that you might want there as a a a must know.
But if you then made the choice to do that, knowing that it was
going to then trigger something that you might have already
teamed them up for. That's the sort of thing that
helps to offer a thoroughness ofservice that really will help an
(33:39):
owner to make that smooth and tomake.
We all know that it's difficult to, you can might create
policies or make suggestions forsignposting and an upselling,
but to actually make it smootherand to make it cleaner for both
customer and and clinician is all for the good.
And so I think there's definitely more I can do on
that. Every time I hear you talk about
those integrations and stuff makes me realise how much work
(34:00):
we've still to do. But as I said, there's like a, a
nine year gap between our experience on this, which is
I'll give myself a little bit ofleeway.
I want to move, I want to move on, if we can, to reports and
insights, which is definitely where we would put our business
owners acts on rather than clinicians.
I think I'll admit that as it stands, I consider compared to
(34:22):
one or two other systems, I consider this to be a weakness
of clinicos. It's something that I've been, I
know they're aware of. I've also been impressed with
their tolerance of our feedback for that and, and the fact that
I know what's coming down the park from to correct for some of
this. But I do want to make sure I
flag that as being something that compared to some other
systems, it is a bit of a shortcoming, however, but that's
(34:43):
partly because our kind of spoilfor what we had from other
systems. And then I realised increasingly
there's very little that I miss.I think there's an upside to the
simplicity as well. And so I'm, whilst I think it is
a weakness for those that reallywant and degree detail, it's
actually made me more efficient for what detail I can glean.
(35:05):
And I think things like treatment completion notes,
recall reports, that sort of stuff that's pretty that's
pretty strong. And that the actual financial
data where I think that people sometimes consider it weaker
compared to say neutral TM3 etcetera.
I know it's going to improve forwhat we've got coming down the
pipe that we get insights from, from clinical, but even as it
(35:26):
stands as the size of our practice, I admittedly don't
find myself really craving that much more than it can provide
me, if I'm honest. Does that problem scale with
size as you can show? Is that is that something that
you're chomping at a bit for more or what have you found with
the reporting? I think what I found with data
is you can get overwhelmed by data and I think it's very easy
(35:49):
to want more and want more and want more.
And whatever level you have, you'll want to further insight
into that particular data. I think that there are better
way too much practice than than bury your head of the data.
I'm not saying people that do that continually, but I think
that for what clinically provides, it does give you a
good enough overview to scale that size.
I think there are if you want more data and more specific
(36:12):
things, especially kind of per practitioner because that's
where it does fall down. It's good at kind of segmenting
appointment times. It's good at looking at revenue
per service and per things. But when you want to look at
things per practitioner, including kind of DNA rates and
and recall rates and they think that's where it's, it's a bit
tricky to kind of find that information.
So I think that if you are, if you have problems, then I think
(36:34):
maybe you need to start digging a little bit more into the data.
I think if you're happy where you are and you, you're not
losing patients at the bottom and you have a way of tracking
that because all the data is there.
It's just how you filter that data into your own personal
dashboard. So whether that's with an Excel
document or whether it's with a third party plug in, I think
it's it's all accessible. And then it just comes down to
(36:55):
how much data you actually want to take out of it and how much
you actually care about. Because I know people, I know
you probably do the same people that spend too long looking at
data and they're focusing on thewrong metrics here.
Whereas I think there are a few metrics that, that I look at
regularly, You know, for example, short term
cancellation, I look at cancellations.
(37:16):
We, I know that other clinic we don't have a lot of Dnas and
cancellations full stop. So if there is a flag of all
we're having a lot this month orwe know having a lot this week
or this particular person's having a lot compared to the
rest of the clinic, then it's anoutlier.
And then, then I'll kind of looka bit further as to why are they
always happy at the same place and, and get a bit more
detailed. But generally I won't use
(37:36):
anything more than than what's on Clinico on a monthly basis.
No, that's really interesting tosee because I was ready for you
to explain why that was a shortcoming.
So it's interesting that isn't pick a few KPIs guys or two,
three Max and and lean into that.
And then for me as well, it's a great opportunity for you to
then have, if there's not a massive gap between what you're
pulling as a report and what you're willing to then happy to
(37:57):
share with your team on a appropriate basis, then that can
be really nice as well. And like Rob's saying, if you
can then notice the market forces affecting cancellation
rates or new patients slowing rates on a month to month basis
or is this an individual site related thing?
Is this a clinician related thing?
It's like this is all useful, but if you over obsess on it
and, and the paralysis by analysis that can occur, people
(38:19):
thinking that that's, that's thepeople thinking that that's the,
the, the way to do business is he's over indulging the
objective thinking that the the answer is going to reveal itself
to you. And unfortunately, guys, that
ain't leadership. So, you know, we've, we've got
plenty more. We can, we can talk about
another day on what would be a sensible balance of that.
And if you're interested in thatcontent, then of course, we'll
(38:41):
we'll prioritize it further later in the year.
We've got a bit of a quick fire around now, Rob, to sit to see
us out. I want to go through a few
little categories. I'm going to give you a sub
heading and then you're going tofire it back to me.
Feel feel free to to, to ask me,especially on the third party
stuff that I know we want to go into that we've been using for
tech here. But when it comes to
(39:01):
practitioner diary management, what are the big tips on that?
Actually starting clarity management, colour coding,
appointment type. So when you can look at it
really quickly, I've got a new patient coming in.
All of our new patients are bright green, follow-ups are all
blue, so you know Shockwave are black, massage are yellow.
So you can look at a diary and you know who's going what, who's
(39:23):
new? Where does Shockwave need to be?
We have phone calls and To Do List, which is a bit of a hack
that we fairly recently brought in, but I think that it's really
useful to people. You can color code the
unavailable blocks and this is anew thing that Clinico just
brought in where you can have different types of unavailable
blocks and you can name them different things.
So we have unavailable blocks which are called phone call to
(39:46):
do and phone call done and to doand to do done.
And they're just red and green. So then if I book in your diary
a phone call for Mrs. Smith and it's and I've booked it for you,
it'll be booked in as red. Then once you've done it, you've
just changed it to green. And then as a glance, the front
desk management. No, this has been done.
This has been done. This hasn't been done.
You can look at your diary aheador previously and say, oh,
(40:08):
actually I didn't do that thing.Same thing for for.
To Do List and then we do the same with our.
Reception To Do List stop you having to double up with things
like other tools like Asana or what have you that the others
might not need to use. Love it.
What about reception and admin efficiencies?
How could that be maximized? What's the top tip on that?
So that that was probably one ofthem using the To Do List and
(40:30):
then creating the To Do List as a person in the diary.
So then they can actually share notes between each other
onboarding, especially new people, we used to print out the
daily, the daily schedule, whichis probably a good habit to get
into anyway, especially when someone's new and they want just
to look in advance at who's coming.
And for months, new receptors used to like write notes on each
(40:51):
patient coming in by hand, by printed schedule just to get
used to it. And then as they're familiar
with the schedule, they could then type it in and put things
in. So that's probably good one to
print out. And then if anything goes A / T,
and actually you've got a power cut, you've got a printed diary
schedule just in case, in case anything.
Gotcha fails. Well, I've, I've talked earlier
about how clinicians pick this up and run with it was really
(41:14):
quickly and and quicker than other systems we've used before.
What about admin staff? That's an area where obviously
we've been, we've been blessed with a couple of administrators
that have been stuck with us andwe're pivotal to the transition.
But because we're smaller, you've done over the course of
ten years, is it, is it as easy to use for administrators as it
is for clinicians? So we had a new staff member
come in today. This is quite a good time for me
(41:36):
to to say this as a as an administrator that looks.
Holiday that looks planted is a question now, doesn't.
It, it almost does. It wasn't.
Yeah, it wasn't. And it was essentially a holiday
cover. One of our team members,
daughters, wanted a few hours. And so we trained how to use the
system last week and she she could do this, use the system
within 10 minutes, if that, you know, it is so self
(41:57):
inflammatory. The example I use a lot to other
people that are looking to switch to clinico is my mum can
use it. And you know, that's a good
example that if my mum can do it, anyone can use it because
it's just the simplest drag and drop book.
And if you make a mistake and what people may not realize is
you can just message clinico andsay I've just deleted an
appointment. I wasn't sure where, where it
(42:18):
was or where I've deleted the appointment from or who was
meant to be there. I've archived it, I can't get it
back what do I do? Clinico have all of these logs
and their help chat function is so useful for anything that you
need help with. I've done this before and I've
deleted appointment and I've gone there was someone there at
10:00 and now they're not there.Did I do something like have I
dragged them to a different place and clinico can reinstate
(42:39):
that for me or I can search the log to find out what what cock
up I've done? Love it, right?
I'm going to, we'll both give our top three and on this, one
of the things I like about Clinical as a company, right, is
that they have always had an open API and they love to they
love nothing more than linking in with other software and they
want things to be efficient. They are not trying to slow you
(43:00):
down. They're not trying to add
friction, and they're working with various different technical
tech companies across the world.What are your top three
integrations? Well, they're.
Top three so rehab my patient because it syncs with the notes
so that the rehab plans go straight to the notes and vice
versa. So that saves so much time
compared to when we first when they didn't integrate clinic
(43:22):
apps who do all of our automatedrecalls and newsletters, which I
think are really useful. Our nutritionist uses one called
Foodzilla, which links very similar to my patient, but for
nutrition and diet plans. We'll sync across all the
patients stuff. So those are three excellent
ones. I could go on.
There's MailChimp. There's loads of other ones as
well which jump in as well. What about you?
(43:43):
You. Said three, didn't they?
You said three, yeah. You're being a food Zilla,
right. I, I would say I'd add Kinvent
to that. We're using the Kinvent
dynamometers and force plates and I didn't think an
integration would be that important, but I could sort of
understand why getting the data in there and not having to
manually enter it would be fine.But that's been one thing.
But the big the bigger issue is just the ability to get onto the
(44:06):
the iPad that we use for the kitand immediately have the patient
details synced and the way in which that just smooths things
off and not having to re consentthem onto that device because
they've already said that that'sfine and they're already on the
system. He's absolutely brilliant.
So that two way integration withwith Kim vent is good at second,
the rehab my patient thing, especially because even with
(44:26):
rehab my patient, any any comms that goes through rehab my
patient, be that emails or or WhatsApp messages that go on
there, then that too way also applies to the documentation,
which makes it more secure because both systems are
independently secure. But the fact that they're
communicating into that central patient record is that's great.
You don't want to be then noticing a back and forth on
e-mail or WhatsApp that had occurred on rehab.
(44:47):
My patient that then doesn't transpose to clinical.
So that's great that that's there.
And then I wanted top three and I've managed to leave myself
without a third one. What's I might come back to me,
I'm not sure, but certainly that's with our hardware and
integrating that, especially forlarger clinics, they're going to
have several devices across different parts of their
practice. It's really useful for that to
(45:07):
be communicated. What would you say if you had
said I'm going to give you 1 rather than three this time,
Rob, to finish, what would you say is the number one underrated
feature that you don't really hear people raving about that
you've found to be particularly useful?
Under if you really put one spoton that, it's a really, really
difficult one. Under, if you, I think it's
probably the open API and I think the ability to do that and
(45:30):
whatever software that you currently use to manage your
business, the chance of that integrating with Clinico and the
ability to pull data from Clinico is is second to none
really. So you know, simply you want to
build a business dashboard, you can pull all of your data from
Clinico using the open API to build your own data dashboard
with whatever you want to. So having that as an under, I
(45:53):
think is a master underrating. There are so many things we've
spoken about that get spoken about all the time.
That is 1, which very rarely gets spoken about in kind of
day-to-day conversations with Clinico.
But if something that you're already using, the chance of
then using that is, is really quite high.
And I think if I can add 2, it'sthe chat function.
The people don't use the chat function to ask Luca to help
when they really should. Yeah, and especially because
(46:14):
that's a real strength that people underestimate as well,
isn't it? The fact that there's that
ability for them to to lean in to support you.
You're not on your own, you're not crossing your fingers that
it's so so I know it sounds funny as an underrated feature,
but if I was picking one, I'd just say the stability.
I've just not had any downtime. You know what?
It's something that it's just like you just take it for
granted. Like I don't get into work
(46:35):
wondering, I wonder at what thisweek, which hour might be down.
And unfortunately there are software, there's software out
there every every 3rd week they're dropping.
I mean, you just look, Rob didn't even know this.
It's been with clinical 10 years.
It's like, yeah, there are software out there.
Most of them are pretty stable, don't get me wrong.
But just imagine the the business disruption that can
occur if even every now and again it's there are a couple of
hours that are. Crucial.
I think it's that it's done once, once in nine years that I
(46:58):
can remember. Because obviously it's not this
year. So I don't know that, but it's,
it's amazing how stable it is. And, and that's because, so we,
we consider investing the base. I'm going to leave it there.
But one thing I just want to make sure I mention, of course,
we're, we're fans of clinical. We, we've, we've especially
becoming more so in the year that we've been using it and
partnering as physio matters. We work with them, they
advertise with us. Of course, we're in a commercial
partnership with them, partly because we, we, we know that
(47:21):
this is something that's really enhancing our business journey
together. We then also have been really
impressed with them wanting to raise care standards in MSK and
leaning into us asking us for advice as to how they can refine
their software. That's that bilateral a
relationship that made and then a partner rather than an
advertiser and any tech company that wants to develop that self
improvement with our patients and clinicians interest in mind
(47:43):
and work with us as business owners is certainly getting a
thumbs up from us as physio matters.
So that's why we work with them.Go to physio, sorry, go to
clinical.com/physio hyphen matters to get your three month
free trial on us. And I don't think we've got any
examples of people that have done that and then not signed up
yet, Rob. I think what's happened is that
hit rate on that, it's crazy, which tells us that you're
(48:05):
enjoying it. And the feedback we've got from
that has been brilliant. So do check that out if you
haven't already. Thank you for tuning into this
and any other suggestions you'vegot as to how we can help you to
maximize and optimize your use of technologies and softwares,
clinical or otherwise. Give us a shout.
We will build it for you. Take care.
Hi, I'm Jack Chu, founder and director of Physio Matters, and
it's great to be back at the podcast desk with my good friend
Rob Bevan, our head of partnerships at Physio Matters
to talk about how we use clinical.
Myself and Rob, we've got two different practices we we work
for. I've got Choose Health, he's got
Dire Street Clinic. We'll go into more details about
the similarities and differencesof those businesses in a second,
(00:26):
but we both work for Physio Matters to help promote and
raise standards in MSK care education and also to share what
is the best, best thing in technology and software in our
industry. And so we then partnered with
Clinical to help explain not only why we think it's wise for
you guys to sort of start using Clinical not only by getting
onto the software, but also maximizing it's it's way in
(00:48):
which you can enhance your business workflows etcetera.
And I think that one of the big things we've realised in recent
months from speaking to many of you is that it's all well and
good doing it, but then people just want to get insights into
what's been used and road tested, including by us.
And we've been fascinated to hear how many of you are
bothered about how do you use it.
And so we've we've decided to compile our favorite things,
(01:10):
which we're going to then bring to you today.
My clinic is quite small in South Manchester.
And so, and we've only in the last 12 months been using
clinical Rob's, a larger MDT clinic and have been using it.
How long now, Rob? 10 years. 10 years I think.
We can imagine at 10 years that he's longer in the tooth on this
(01:31):
and has insights that are far deeper than mine.
But also I think he you just said Rob, you don't even
remember what it was like to transition over to clinical was
that long ago? Yeah, it's that long.
And I said it was. We were a very small team at the
time, just me and my wife. We probably had a couple of 100
patients, less of them were actually active.
So the switchover was, I don't remember it being a difficult
thing. Whereas if we had to switch now,
(01:51):
it'd be a whole I'd be, it'd be the questions I would have would
be very different compared to the questions I had then, which
was just do you have online booking?
Cool. OK, we're in like, yeah, that
works. And I think that that's why we
each realised we could have probably done something solo or
done something separate to each other on this.
But then we have so many similarities in things and
(02:12):
features that we like, But there's also distinctions
because of the different time frames of our journeys that we
thought we'd jump on together and have a back and forth about
it and and see how it comes out.One of the things that correct
me if I'm wrong here, Rob, but Ithink one of the things that's
like gun to head, what is your favorite thing about clinical is
the fact that it converts so well on online bookings.
That's certainly still my answer.
Is that, Is that still yours? Yeah, 100%.
(02:34):
And if we look at the percentageof people that we have that book
online, it's skyrockets when when when people use Clinico and
it's there are numerous reasons for that.
I think it's firstly how you setout your online booking and I
think we can get to that one in a minute.
But I think the ease that it is when you actually come to book
and the the people that we have that use online booking are not
(02:54):
particularly tech savvy. And so you don't have to jump
through all of these hoops. It's just simply what service do
I want? What time do I want to come in?
What's my name and address book and, and you know the amount of
clicks and steps you go through and you know as well as I do
that the more hurdles you put inthe place to booking an
appointment, the less likely is someone to do it.
And I know that when you have tocreate an account and you have
(03:16):
to put card details and you haveto do lots of other steps to do
it, people are less likely to book it.
And I think if I remember the numbers from the marketing
company are something like the, the, the landing on the Clinico
booking page to then converting to online booking is something
like 24%. Now that I might be incorrect on
that, but it's in in the 20s in terms of how likely someone is
to convert, which is I believe the highest of all of the online
(03:38):
booking platforms that there are.
Yeah. I mean, it's it's over.
It's over double what many of them are.
It's second best is I think 8 or9% down, but also a far more
expensive system. That was what we won't name
names. That would be ugly, wouldn't it?
But yeah, generally speaking, it's always outperforming on the
on the data. I want to just make a suggestion
(04:00):
for those that are watching. I think people don't do this
enough. And so I'm going to give you the
chance to pause us in a second and go and do it in a SEC.
I want you to pause this video, go and mimic your customers
journey as if they've never heard of yet.
Let's say they've clicked on your Google ads or they've heard
from their neighbor to go and find a search for a term.
And I don't care if you're usingclinical or not.
(04:21):
I'm just saying just mimic your patient flow and do it.
Even if you've done it a few months ago, go and do it now and
then come back to this part of the video if you don't if you're
interested. Yeah, I know how mine works, but
I want to know how clinical works.
Then feel free to go to choosehealth.co.uk or to, I
forget your URL, Robert Dire Strait.
Yeah, Dire straitclinic.com. Yeah.
Brilliant. So go to one of ours and and
(04:42):
follow this through. And what Rob's describing there,
you'll notice is that immediately is then when do you
want to come in, right? Whereas other systems are then
set up an account. I don't want an account, I want
an appointment, right? And I think that people
underestimate how relevant that is because there's fewer clicks
and it's giving people what theywant.
And then proof of the puddings in the eating.
We're seeing better conversion rates.
(05:02):
So pause this video if you haven't already and go and do
that and then come back because I think that that's what we
really want you to understand why that's important now that
you're back. Or if you did go and do that,
Rob Tell, just because I don't think it's worth of skimming
past it. What is it about as a business?
An increase in online bookings compared to phone calls, emails
(05:24):
or other enquiry avenues That Because I think it might seem
obvious but let's spit it out. So obviously it's an admin
issue. So the amount of time that it
takes to book a phone call or ane-mail particularly, which is a
massive stress. And I think the way that today's
society moves and I see this with with the younger people is
(05:44):
they are less and less likely topick up the phone.
They are more and more likely toWhatsApp, e-mail or online book.
So the more avenues you have, then people will obviously
utilize them. And if there is, you take away
the human element, then people will even more likely be able to
do it. And only people that will not
use a particular service if theyhave to talk to a human or pick
(06:05):
up the phone. So clinic switch or hairdressers
or restaurants that don't have some form of online option,
people will just simply not use that.
And whether that's I don't know the the way that today's society
is built up, but it takes out that admin time.
It obviously then allows people to book at any time of day.
And if you look at the percentage of appointments that
(06:26):
are booked and when appointmentsare booked, we get 2030% of
appointments on a month that arebooked outside of our closing
hours. So that might be the morning of
appointments as people waking upand going, I'm in pain, I need
to see someone today. And you'll see the appointments
at 5:30 come through or they gethome from tennis that evening
and go, oh, my knees a bit sore,Probably should see a fifth.
Oh, I've got a day off tomorrow unexpectedly.
(06:47):
And then we'll get anything tomorrow last minute.
And so having that facility to people to book, again, I know
we're kind of spelling this out for people who don't know people
will want to book your services when you are not open.
So it just creates that option for people to.
Do and we also have the we the prepayment that we take.
(07:08):
So our point of booking, we get people to then pay for that
appointment. Now admittedly there is a drop
off. If you choose to do that, you
will have people that then wouldhave otherwise booked but didn't
have the card with them or whatever.
Or that that was an element of friction that meant that you get
a drop off. So admittedly, you will get a
drop off of a few percentage points on conversion right there
that some people might not want to wear.
(07:30):
However, the, the upside which we probably unpack a bit more
later is the, the decrease in, in like UTA and DNA, right?
But the reason I'm mentioning this is because the smoothness
of that integration through Stripe on clinical means that
then you've got that process. That then means it's completely
automated. And another reason why if
(07:51):
someone's then booking online, you're not, you have you have
automated that administration and that, yes, you're still
going to get the odd inquiry that comes through that says, do
you do knees? And they've not given a phone
number. They've not given an e-mail
address even or you've or yeah, there's usually an e-mail
address as such to it. So you're then asking them for a
phone number to get more information.
Should a therapist ring them back?
Should an administrator ring them back?
(08:12):
Even I've been rings them back then they unpack their knee
problem. They still might have questions
before they want to book. So the whilst they might come
through, they are few and far between because you can book
online and you can make that process a lot a lot smoother.
I think it also is less human error and I don't know about
you, but the amount of times that there's been a typo and a
phone number, a typo and an e-mail, phone lines aren't that
(08:34):
great elderly people. And there's lots of reasons why
mistakes get made. You know, spelling names
incorrectly, which is a massive thing when you send an e-mail
and it's dear so and so you spelled the name wrong.
Like there's a really big deterrent to some people if you
if you spelled the name wrong, even more so if you spelled it
out on the phone. And I've spoken on the phone
before and I've had people call up and I'm getting to repeat the
(08:56):
name two or three times. I'm typing in thinking, I really
hope this is right because I know how important that first
name is, though yes, people still get it wrong.
And it's, it's amazing when people ring and say, I haven't,
I haven't got an e-mail yet. You said you're going to send me
an e-mail and or I didn't book an appointment on that day.
And I can look and say, well, you actually booked it online
yourself like you. So you chose that appointment
and you put in these details. If they're incorrect, I'm really
(09:18):
sorry, but it's obviously your human error and not ours for
one. So it does reduce that as well
because people most spell their name right compared to, you
know, as in front desk. Issues and you've got to think
about your own technology as well.
The fact that you're getting auto fill on your own phone or
device is, is is useful now if mistakes can still happen, but
it just means that that process is just smoother, Fewer and
(09:40):
fewer clicks, including even fulfilling fields out in forms,
things like Apple Pay, Google Pay, Android Pay, you've got all
these different opportunities whereby things are becoming
smoother and decreasing that friction.
I want to make sure we don't shoot past that.
I can't remember how high tech we're doing this, this edit, but
it'd be smart if we are doing overlays to or at least
referencing the fact that then when you go on to clinical as a
(10:02):
patient, when you book in and stuff, you don't necessarily
then you might not be thinking exactly what time you want to
see someone next week, but you might know that you need an
evening and the fact that they can then by colour coordination
know when there's evening availability, morning
availability, afternoon availability.
I underestimated that when we were moving over, we started
working with clinical and even patients will name that
(10:24):
sometimes I'm asking them, you know, I'm interested, how did
you find our system, particularly in the early days
when we were transitioning. Now, sometimes they'll mention
that just, you know, it's reallyconvenient, really smooth,
really like that. I needed an evening and I knew
you had one because it said and they didn't have to go fishing
for it. Finding out which clinician and
so that I found really useful. And again, I thought you could
just give some give some visualshere if we if we can.
(10:46):
One thing I did want to make sure I got you to unpack though,
because I think you guys do thisreally well and we're trying to
aspire to that choose health a bit more as well is how then you
set up and differentiate variousdifferent services and
clinicians. So can you explain that and how
you feel that that optimizes that online booking process?
Yeah. So, so the, the the way that it
works is that you put your particular services into
(11:08):
categories. So when you as a patient look
online, you are shown the categories that are offered at
the clinic. Because obviously within if you
see a physio, you might have different types of physio
appointments. If you see a podiatrist, you
might have different types of podiatrist appointments.
So you categorize by by by the category type.
So we have chirophysio, massage,Podiatry and a few others kind
(11:32):
of specialist type services. So that's what the first
barriers that the patient sees. Now automatically Clinico will
put that into alphabetical order.
So if you have B12 injections and that's one of your
categories, that's going to showup top.
But you might not only offer that, you might only offer it
once a month and it might be notthe service that you want to be.
(11:53):
First and foremost, if you are aphysio, chiro, osteo clinic and
that's kind of your your swan song.
So the way that we, we run it and the way that I know a lot of
other people have structured it now is to number your
categories. So you can number your
categories, one dot chiropractic, 2 dot physio, 3
dot osteopathy. And then that is how they show
up in the system. And then you can then move other
(12:15):
services further down the list to kind of reflect how you want
them to be shown to the patient.As a, as an aside for that.
And I think now is probably a good time to bring it up.
Something that we've brought up or that we've done, it's a
little trick that we do is at our particular feeling, the way
that we run is we don't really have a huge bias towards, you
need to see a chiro for this, a physio for this, an osteo for
(12:36):
that. We advertise we're very much
competency best practice. If you have sciatica, it doesn't
matter who you see. We're going to treat this
particular case very similar. We have a next available
appointment, which is essentially a I'm in pain and I
don't care who I see type of appointment and people can book
that whenever they want to. It's the top of the list and it
just says next available appointment and all those people
(12:58):
can book next available chiropractor, they can book next
available physio. They might just want to see
everyone. So we've created this specialist
appointment type which has the chirophysio, osteo, sports
therapy, sports rehab. And within those they will just
be shown the next available appointment and it's quite well
explained and it says your appointment will be with one of
(13:19):
these particular professions. They're all diagnosed or trained
to diagnose, examine and treat in a very similar way.
If they feel another member of your team would be more
suitable, they will tell you that or book you in with them or
your follow up or whatever it might be.
And probably 15 to 20% of new patients book that appointment
type. So these are people who don't
care who they see and they just want to see someone and whether
(13:42):
that's through the clinic reputation, whether it's through
their own knowledge or they justreally don't care or we've
explained it well enough. It's really quite popular.
So it's it's proven really as asgood add on for for online
booking services and. In some cases, of course, in
different clinics and different styles of practice, those
distinctions might really matterin your MDT, or it might be that
(14:03):
you're of a professionally tribal persuasion that you've
not necessarily you're not someone that feels that that
distinction shouldn't be made front and centre.
That's fine too. We're suggesting an option, a
workaround of a sorts that suitssome clinics and not others.
But similarly, if the patient choice is powerful, there's no
one at Dire Straight or Choose Health that's stopping someone
seeing a physio or a carer if they'd rather.
(14:24):
And that's one of the things that people need to make clear
as well. It's like people are worried
that then there's something deceptive about that or
someone's actually saying I wantto see a physio and they're
actually being seen a carer and then we're just cross nothing is
that they're fine with that. There's certainly none of that,
but it's just that that is an option.
And also on a, on a business level, especially me and Rob are
really passionate about this. You'll have heard us talk about
this before. We run MSK services and we're
(14:46):
passionate about the raising standards in pain and injury and
we should be reading from a similar evidence base and the
fact that the flavour certificate on our walls becomes
less and less important over time.
And the background can be relevant, but fundamentally the
aspired practice should be pretty similar.
If indeed a patient's not bothered about that and wants to
give that a go, then they shouldhave an opportunity to do that,
(15:07):
Especially if it means they might not have to wait as long
as they would have done if they wish to be more travelled and or
have to do what they would have done if we didn't have this next
available. So it's nice to have that
option, but we're not suggestingmandatory at all.
Yeah, no, yeah, I truly agree. And we have it both for new
patients and for treatments. So you might have someone that's
a regular physio patient and then has now just hurt their
knee and they want to see the next available person and they
(15:29):
can go that way. Got that?
And, and, and also it's something that really does help
you to challenge your internal education standards and
consistency as well, is to make sure that that is something that
you don't have that more liberalcross cover.
Because we're often working in small teams.
These aren't massive extensive services.
And so having really crisp distinctions can have some
upside in terms of an implied specialisation or or a real
(15:51):
specialisation. Well then you've got challenges
on cross cover, you've got challenges on recruitment and
retention and stuff that makes it even more acute.
So we, we are massive advocates and fans of that as a style of
practice. However, we do accept that this
is just us admitting to a preference that certainly
clinical is useful. If you have that preference.
It's also no worse if you don't,then you can make those
distinctions if you'd rather. The next place I wanted to go
(16:13):
with you, Rob, is to talk a little bit about communication
through the system with the patient.
And so we can take it from when that patient books, they then
get automated comms straight outthe gates.
But then also you can then dictate carefully what it is
they see, how they see it at what time frame, what reminders,
e-mail, SMS, etcetera. Tell me about how you've
optimised that and what you'd recommend for our viewers.
(16:35):
Yeah. So I mean, I think it needs some
playing around and I think that you always get, you're never
going to please everyone. Some patients want day of
reminders, some people want two days before, some people want 24
hours before the appointment. Everybody slightly different.
And I know we've experimented with a few different workarounds
or different options and someonedoesn't like something at some
point and someone's going to going to going to not be happy.
(16:57):
Now, the way that we, if I startwith reminders, so the way that
we do the reminders is we do e-mail and SMS reminder.
They're really easy to set up onclinical themselves and into
just the settings and the reminder sections.
We do an e-mail the day before and an SMS the day before.
They go out around lunchtime theday before.
And within that it's just this is a reminder of your, of your
(17:18):
particular appointment at this time tomorrow.
And that that's it. And we know that people often
pick it up because that is when you'll get the people who recall
and say, or call up and say, I'msorry, I can't, I've just had
your message. I can't make that appointment
tomorrow. The SMS obviously a bit shorter
and it's a bit to the point thisis your appointment tomorrow at
this time. The email's a bit longer and
(17:38):
it's just a reminder about the appointment.
It's kind of where we are. We have a link for if you are a
new patient, you can fill out this form and it just means that
anyone who's booked the appointment by mistake has got
that information in there as well.
It's also got a bit more about what to expect on the
appointment, whether they're a first timer or not.
It's useful information if they haven't been in a while.
(17:58):
So we've really tried to write that in a human voice and I'm
happy to share some examples theway if that's useful for people,
the way that we've done it, we've geared all of.
Our it's another one of those where we might challenge Jim or
Farouk to actually put somethingin there.
Yeah, we do that. And we also have biased it
slightly knowing our average population.
So we know that the average people that come and see the
(18:20):
podiatrist, it's slightly different.
You know, the average age for the Podiatry patients is a lot
older and like the routine Podiatry patients compared to
the people that come and see thephysio.
And it's not that the physio doesn't see old people and that
and the practice doesn't see young people, but we know the
average age is about a 30 year gap there.
So it just means the language used is slightly different when
it comes to that. So we've really tried to put
that just that human voice. Everything you need in there is
(18:43):
in that particular e-mail, whether it's finding us you,
you've probably had patients whohave come to see you, they've
come to see you 3 or 4 times, but they still forget where to
come. Oh, they still forget how to
check in. And it's that that older cohort
that sometimes that happens to you.
So we just put as much information.
As we can one of the things as well is people are some people
are concerned about the robots being everywhere and it feeling
(19:06):
a little bit cold centre and they feel like things have been
come depersonalized. I think anything that you can do
to help put their mind at rest and to therefore put a human
voice to it is technically an automation of course, but the
times that people will put something generic together and
just have used the default reminder when actually they
could have taken the edge off it.
(19:27):
It could have made it a bit friendly both by visuals and by
by voice. I think that people
underestimate that and it's a way of just de risking it.
So you're using the upside of automation and technology, but
also recognizing that human factor that make you unique
compared to the default setting of the software.
Sure. And obviously you can put all
(19:48):
those placeholders into the confirmation reminders.
You can put first name, last name, appointment dates and all
those. So they also populate.
The big question is whether you use first name or surname.
And I know that I don't know what you do.
We're interested to hear, but weuse first name or we use full
name depending if it's a new patient, we usually just use the
full name just because you're ona risk.
But we have experimented with first name or we've had people
(20:09):
actually say maybe it's just where the town that I'm in, I'm
not sure. But people are like, no, it's
Mrs. Smith. You know, and if you're not
addressed by Mrs. Smith, you geta tongue lashing.
So I don't know whether what youdo, whether that's sometimes I
don't care enough because I'm like, you know, if you're
reacting, I'll call you Mrs. Smith.
That's fine. But you know, the majority of
people probably wouldn't mind that much.
(20:31):
Yeah, it's funny, isn't it? Because yeah, it's not only the
quantity of any challenge, it's the veracity of which it might
come that might move that policy.
We use full name and the problemwith that is it does really then
feel more automated. So we then sort of try and
compensate for that with the rest of the copy.
Because of the risk that you're describing, it feels too formal
(20:53):
to be Mr. Smith, but it feels a bit too casual for some people's
taste to to be that, especially because again, on clinical, they
might well have filled the form in thoroughly.
We'll also put their their not not nickname, like, you know, a
really casual nickname. But if you go by Jim rather than
James and stuff, then that suddenly can feel over familiar
(21:14):
to some and they'll then potentially even regret sharing
that. So we do go full name and he has
its ups and down sides and stuff, but that's something that
you need to play around with. And also, like we've said
before, just don't underestimatethese details.
Get them right. Yes, we say play around with it,
but once you're happy with it, you can be leaving that alone.
We're not saying you need to AB test this every week, but we are
saying that some people are complacent sometimes with these
(21:37):
levels in detail and we really do these things.
These things matter. So unless you have anything else
to add on that, Rob, with regards to comms, because I know
that, you know, is there anything else you guys do?
We've only talked about reminders, haven't we?
Sorry. So yes, there's more there,
isn't there. So what are the what are the
patient comms do you have as integrations within within?
Clinic, the integration within Clinico is kind of the
(21:58):
confirmation which I separate from reminders as well.
So this is that welcome to the clinic, especially if they're
new patients. So we have different comms, but
different types of practitionersand different types of services.
So we have it all set up separately.
So if you book in to see a foot health practitioner or a
podiatrist that we book in for amassage or book in to see kind
of physio, osteochyro, you'll get different, you'll get a
(22:20):
different confirmation e-mail inthat we've put the kind of, you
know, it's essentially titled your appointment, everything you
need to know. And this is where to go, what to
bring, what to expect is a big part of it.
And like what to bring because people don't know what to wear,
what to bring to an appointment,you know, wear loose gym gear,
things you don't mind exposing the body part.
We have gowns and shorts for youhere to wear if you're just
(22:42):
coming from work and you don't want to bring everything, you
know, so essentially you can bring nothing and we can bring
everything, but it includes everything that patient might
want to know for the appointment.
And some people, as you have experienced, I'm sure bring in
that print out and they'll have highlighted things that they've
got to bring with them or whether it's a list of
medication, you know, the chiropodi foot health plaster
(23:02):
appointments, again, they're faced slightly differently.
We don't need to say bring loosegym gear for the majority of
clinical Podiatry, it's wear shoes and socks you can slip on
and off easily. So we kind of the, the language
is geared there. We also then have the new
patient form in it where we havethe link to, if this is your
first time covering the clinic, please complete this form, a
short form. If you don't want to or you're,
(23:24):
you know, essentially not very tech savvy, We have a paper copy
for you to fill out in person ifyou if you don't want to.
So you give people the choice and we let people and 95% of
people fill out the paperwork inadvance.
Most people who don't, and not the people who can't.
They're the people who are just a bit busy and have forgotten
more than anything else. No, that makes sense.
And and I think that that's where that tailored
(23:44):
communication for the same reason we were just saying on
the reminder really matters. And the fact that you don't have
to just use the generic one regardless of what the invite
for the appointment is and confirmation for the appointment
is. It's crucial to that tailoring
that we're on about. And it's useful to know that
because people don't always knowyou can make that adjustment by
by appointment type on, on clinical.
One of the things that I wanted to sort of highlight on that is
(24:08):
are you attaching or, or managing to brand that in a
certain way? Are you?
Are you? Is it just a copy within an
e-mail or is it something that you can also then link and
create work streams from that? So no.
So ours is just a copy in an e-mail.
So we've kept that as simple as possible from the inside of
Clinico. So then because then it auto
(24:29):
populates with Clinico. So I know there are third party
plug insurance you can use for form filling in and things like
that as well and use it and build it into ACRM and you know
that sort of stuff. But we haven't, and I know that
there are workarounds where you can use it as more like a lead
capture and then you can use Zapier and plug it into
MailChimp and things which I'm in the process of trying to look
at, but I haven't actually physically run with yet.
(24:51):
Because then you can use whetherthat's a lead capture form from
Instagram or, you know, downloadour free thing from our website
and get that into a lead capture.
And I believe you can set that up with MailChimp and Zapier
that talk to them. Clinica.
So when the patients then bookedan appointment, they fall out of
that lead capture loop. And I think that there's there's
there's links to things like Salesforce and stuff that wants
(25:11):
people want to use that as CRMS.I know Jim's been experimenting
on our side with the contact forms and stuff and the ways in
which you can get that automated.
So I know that there is an option.
It's interesting that neither ofus are using it.
But for those that are listeningin that might be thinking that
that's a crucial part of what they're doing already, let us
know how that's going. If it's something with clinical
(25:31):
or if it's something that you use on another software
considering clinical and that's something that would be a
sticking point, then just because we're not using it
doesn't mean it's not capable. And I certainly know that there
are a lot of more technical links to CRMS that that we're
not using, but that are well established and, and, and are
pretty thorough. The next, next thing I wanted to
(25:52):
touch on Rob. And definitely not worth us
hovering here for too long because I think that sometimes,
you know, a note system is a note system to some extent.
I think that really that can be overplayed.
I think it's very 5 or 10 years ago for us to be sort of
celebrating digital documentation safely stored in a
cloud accessible. But one of the things that I
(26:13):
find particularly useful and certainly when onboarding new
staff and getting a morph A withit right away is the fact that
it has its simplicity. And also for me, I'm a bit I'm a
SOAP notes free text type guy. Others want that template in and
other services sometimes want that consistency between
(26:33):
clinicians and want to make surethat then there's certain boxes
that get ticked. Regardless of whether you're
free text or template or you've got that variety within your
service. The ways in which you can
personalize that as individual clinicians and individual
clinics is second to none. And that smoothness is something
I've been impressed with with Clinical.
No, I feel great and I'm the same as you.
(26:55):
I'm more just a free soap Nope type person.
I have in the past preferred much more of a template and I
think obviously when you're starting out and you're new to
this, I think having that template is really useful.
You can then obviously have templates per staff member.
You know, you could have a Jack new patient intake form, which
is your questions that you like to ask and fill them out in the
order that you like to do that. You can have a physio 1.
(27:16):
You can have a chiro 1. You can make your own.
We have obviously a pelvic health, We have Podiatry.
We have a physio that likes to do his his own way.
We have a one, we have a paediatric one like so.
There are bits in there which people have preferred.
Some people, although they have it there, don't use it and they
sometimes they do use it. They can chop and change.
We then also have ones per body part and when we had a few
(27:36):
people on boarding and they wanted to, they were not quite
confident, worried about forgetting stuff.
They liked having that full back.
So there was a, we have a shoulder 1A hip and browing one,
a headache one. And it's just a few things of
here's a new patient form specific to headaches, in case
you know the bare bones here. But are there a few things that
can separate your history here just to take it up that level?
(27:58):
Here's a couple of extra questions that hopefully you
remember. But if you don't, there's a bit
of a fall back, which you can just do if you need to.
So again, a lot of people use them at the beginning when they
first on boarded. Now actually they use less and
less. An example of a template that we
do use is that we have certain products that only come up now
and again. For example, we have this
(28:18):
community walking group of whichthen every six months they get a
set of standardized tests. And off the back of that they
then might want to personalize their strengths and weaknesses
that they found from that testing sequence and want to
work with a clinician. They get seen, they get a home
exercise program. It's not really injury
assessment as much as it's like I want to work on my balance.
I want to work on my lower limb strength.
And then they'll be seeing that three months to see how that's
(28:40):
going. And then again by 6 months
they're redoing the batch testing as a group.
That's called Trundle training and it needs a template in part
because our clinicians are sometimes only seeing one of the
two of those every six months. There's a, it needs to be
structured, it needs to be thorough.
It's, it's often data focused and therefore they want to
aspire to making sure they've ticked those boxes, right.
So if they have to freestyle that just be like, I can't
(29:01):
remember how to do this. Where's the, where's the
document, right. They're going to be off checking
the intranet, which that's the sensible thing for a template to
exist because they won't be ableto pick each other's patients up
more cleanly. And so whilst yes, I'm a free
text guy, as a clinic owner, I want to make sure that there are
opportunities where we want to be consistent.
And, and so having that combination of those two things
is great. We did a video recently and we
should again link on link on thescreen, if we can, about how
(29:25):
clinical have got the opportunity to actually then if
you want to sketch out to contact intake form, you can
then just scan that and clinicalas a system will then detect and
digitize that form. I know that that's coming, if
not already here for notes formsand templates as well, which is
brilliant. And so I had an example that I
used for that back in my NHS days when I was working as an
APP. We had paper notes and I had my
(29:47):
own sort of crib sheet pro formajust because you needed to
rattle through that quickly and I just wanted to make sure that
that was there and then scan that in and put it to the test.
And it's amazing how well it picked up literally everything
and was able to replicate that. And so you've even got that
opportunity to think sometimes it's like, oh, I'd like a
template, but I can't be bothered to actually then piece
it together, clinical software that will then bring that
together as well. But generally speaking, that
(30:08):
this does the simple stuff well.And we and I said we weren't
going to milk it necessarily on notes.
But have you anything else that you add that you do on a notes
system level that we've not really mentioned there that you
think would be? Worth, yeah, There's a couple of
other kind of tricks that we usethat I quite enjoy.
For the notes thing. The first thing is we have a
communication note, so which is just a blank box of phone calls,
(30:29):
communications and things like that.
That can work quite well, which is simply just comms.
And if when you ring a phone call, ring a patient, you can
put the details in, you can often pin a note.
So if people aren't aware, you can pin a note to the top so it
stays at the top of those of that patient's file.
And I know there's a work aroundthat I, I don't personally use,
but I know that a lot of people do use is they pin a case
(30:49):
summary. So there's a quick summary of
this patient of Mrs. Smith is six weeks post ACL.
The focus here is on XY and Z. His range of motion was this at
this stage where goal is to get him back to playing football at
this level. And there's a summary of that
patient at the top, and you can pin that at the very tops.
And anyone taking over this patient can at a glance, roughly
(31:10):
know where this patient is. And that's like a rolling
document that they can just add to at the end of, you know,
every week or every month, whatever it might be with this
patient. And then any pertinent
information can go in there, whether it's your kids names,
your dog dog's names, other information that can work, you
know, to build that rapport thatyou have with the patient that
that can work quite well. Yeah, I think that sometimes
(31:30):
it's always, you might have the sense to make a note of
someone's favorite, all the destinational football team, the
support or dog's name, but you don't necessarily one of them
bury it deep into the notes where you can't find it anyway.
So I mean that accessibility is useful for that.
Otherwise it can go unused and that's a mistake.
So I like that as AI like that as a tip.
And on that you can so I was going to say on on that
(31:52):
reminder, you can do the same for the medical alerts at the
top. I was just going to say, OK,
with those medical alerts, you can put any personal
information, you know, history of cancer, gall bladder surgery
six months ago, three children. But yeah, you can you can put
that in there. And then using third party plug
insurance, they can read that data.
So you can use a program like click apps which can actually
(32:12):
scan for those medical alerts and they can send information
based on that. So if you want to send all of
your patients with NEO A, a particular booklet that you've
made on NEO A or particular, youknow, from school, whatever it
might be, you can then based on a trigger medical trigger, as
soon as you put that trigger in,it then sends an e-mail in flow
(32:34):
to that patient. And we have it for Google
review. So if I asked you in person,
say, you know, would you be so kind as to leave us a Google
review? You can scan AQR code here, but
also I can just put Google review tag on your file and then
you'll get an e-mail that says hello, as Rob alluded to, would
you be happy to leave a Google review?
So there's you can do that as well.
Yeah, and I think that that thatlearning to use clinic apps like
(32:56):
that, we definitely are aspiringthat direction and we've heard
this from you before, but we've we're definitely not optimizing
that yet. I think that I can see lots of
service development potential for that as well.
If you imagine in your service, if you the fact that you wanted
to flag someone as diabetic might mean that if you've got a
fledgling diabetic foot care service, it makes sense for it
to do that. Now, obviously you might not
(33:16):
always want to have that as an automation, but remembering that
some putting someone to be diabetic isn't a medical
emergency alert compared to an unstable epileptic or something
like that that you might want there as a a a must know.
But if you then made the choice to do that, knowing that it was
going to then trigger something that you might have already
teamed them up for. That's the sort of thing that
helps to offer a thoroughness ofservice that really will help an
(33:39):
owner to make that smooth and tomake.
We all know that it's difficult to, you can might create
policies or make suggestions forsignposting and an upselling,
but to actually make it smootherand to make it cleaner for both
customer and and clinician is all for the good.
And so I think there's definitely more I can do on
that. Every time I hear you talk about
those integrations and stuff makes me realise how much work
(34:00):
we've still to do. But as I said, there's like a, a
nine year gap between our experience on this, which is
I'll give myself a little bit ofleeway.
I want to move, I want to move on, if we can, to reports and
insights, which is definitely where we would put our business
owners acts on rather than clinicians.
I think I'll admit that as it stands, I consider compared to
(34:22):
one or two other systems, I consider this to be a weakness
of clinicos. It's something that I've been, I
know they're aware of. I've also been impressed with
their tolerance of our feedback for that and, and the fact that
I know what's coming down the park from to correct for some of
this. But I do want to make sure I
flag that as being something that compared to some other
systems, it is a bit of a shortcoming, however, but that's
(34:43):
partly because our kind of spoilfor what we had from other
systems. And then I realised increasingly
there's very little that I miss.I think there's an upside to the
simplicity as well. And so I'm, whilst I think it is
a weakness for those that reallywant and degree detail, it's
actually made me more efficient for what detail I can glean.
(35:05):
And I think things like treatment completion notes,
recall reports, that sort of stuff that's pretty that's
pretty strong. And that the actual financial
data where I think that people sometimes consider it weaker
compared to say neutral TM3 etcetera.
I know it's going to improve forwhat we've got coming down the
pipe that we get insights from, from clinical, but even as it
(35:26):
stands as the size of our practice, I admittedly don't
find myself really craving that much more than it can provide
me, if I'm honest. Does that problem scale with
size as you can show? Is that is that something that
you're chomping at a bit for more or what have you found with
the reporting? I think what I found with data
is you can get overwhelmed by data and I think it's very easy
(35:49):
to want more and want more and want more.
And whatever level you have, you'll want to further insight
into that particular data. I think that there are better
way too much practice than than bury your head of the data.
I'm not saying people that do that continually, but I think
that for what clinically provides, it does give you a
good enough overview to scale that size.
I think there are if you want more data and more specific
(36:12):
things, especially kind of per practitioner because that's
where it does fall down. It's good at kind of segmenting
appointment times. It's good at looking at revenue
per service and per things. But when you want to look at
things per practitioner, including kind of DNA rates and
and recall rates and they think that's where it's, it's a bit
tricky to kind of find that information.
So I think that if you are, if you have problems, then I think
(36:34):
maybe you need to start digging a little bit more into the data.
I think if you're happy where you are and you, you're not
losing patients at the bottom and you have a way of tracking
that because all the data is there.
It's just how you filter that data into your own personal
dashboard. So whether that's with an Excel
document or whether it's with a third party plug in, I think
it's it's all accessible. And then it just comes down to
(36:55):
how much data you actually want to take out of it and how much
you actually care about. Because I know people, I know
you probably do the same people that spend too long looking at
data and they're focusing on thewrong metrics here.
Whereas I think there are a few metrics that, that I look at
regularly, You know, for example, short term
cancellation, I look at cancellations.
(37:16):
We, I know that other clinic we don't have a lot of Dnas and
cancellations full stop. So if there is a flag of all
we're having a lot this month orwe know having a lot this week
or this particular person's having a lot compared to the
rest of the clinic, then it's anoutlier.
And then, then I'll kind of looka bit further as to why are they
always happy at the same place and, and get a bit more
detailed. But generally I won't use
(37:36):
anything more than than what's on Clinico on a monthly basis.
No, that's really interesting tosee because I was ready for you
to explain why that was a shortcoming.
So it's interesting that isn't pick a few KPIs guys or two,
three Max and and lean into that.
And then for me as well, it's a great opportunity for you to
then have, if there's not a massive gap between what you're
pulling as a report and what you're willing to then happy to
(37:57):
share with your team on a appropriate basis, then that can
be really nice as well. And like Rob's saying, if you
can then notice the market forces affecting cancellation
rates or new patients slowing rates on a month to month basis
or is this an individual site related thing?
Is this a clinician related thing?
It's like this is all useful, but if you over obsess on it
and, and the paralysis by analysis that can occur, people
(38:19):
thinking that that's, that's thepeople thinking that that's the,
the, the way to do business is he's over indulging the
objective thinking that the the answer is going to reveal itself
to you. And unfortunately, guys, that
ain't leadership. So, you know, we've, we've got
plenty more. We can, we can talk about
another day on what would be a sensible balance of that.
And if you're interested in thatcontent, then of course, we'll
(38:41):
we'll prioritize it further later in the year.
We've got a bit of a quick fire around now, Rob, to sit to see
us out. I want to go through a few
little categories. I'm going to give you a sub
heading and then you're going tofire it back to me.
Feel feel free to to, to ask me,especially on the third party
stuff that I know we want to go into that we've been using for
tech here. But when it comes to
(39:01):
practitioner diary management, what are the big tips on that?
Actually starting clarity management, colour coding,
appointment type. So when you can look at it
really quickly, I've got a new patient coming in.
All of our new patients are bright green, follow-ups are all
blue, so you know Shockwave are black, massage are yellow.
So you can look at a diary and you know who's going what, who's
(39:23):
new? Where does Shockwave need to be?
We have phone calls and To Do List, which is a bit of a hack
that we fairly recently brought in, but I think that it's really
useful to people. You can color code the
unavailable blocks and this is anew thing that Clinico just
brought in where you can have different types of unavailable
blocks and you can name them different things.
So we have unavailable blocks which are called phone call to
(39:46):
do and phone call done and to doand to do done.
And they're just red and green. So then if I book in your diary
a phone call for Mrs. Smith and it's and I've booked it for you,
it'll be booked in as red. Then once you've done it, you've
just changed it to green. And then as a glance, the front
desk management. No, this has been done.
This has been done. This hasn't been done.
You can look at your diary aheador previously and say, oh,
(40:08):
actually I didn't do that thing.Same thing for for.
To Do List and then we do the same with our.
Reception To Do List stop you having to double up with things
like other tools like Asana or what have you that the others
might not need to use. Love it.
What about reception and admin efficiencies?
How could that be maximized? What's the top tip on that?
So that that was probably one ofthem using the To Do List and
(40:30):
then creating the To Do List as a person in the diary.
So then they can actually share notes between each other
onboarding, especially new people, we used to print out the
daily, the daily schedule, whichis probably a good habit to get
into anyway, especially when someone's new and they want just
to look in advance at who's coming.
And for months, new receptors used to like write notes on each
(40:51):
patient coming in by hand, by printed schedule just to get
used to it. And then as they're familiar
with the schedule, they could then type it in and put things
in. So that's probably good one to
print out. And then if anything goes A / T,
and actually you've got a power cut, you've got a printed diary
schedule just in case, in case anything.
Gotcha fails. Well, I've, I've talked earlier
about how clinicians pick this up and run with it was really
(41:14):
quickly and and quicker than other systems we've used before.
What about admin staff? That's an area where obviously
we've been, we've been blessed with a couple of administrators
that have been stuck with us andwe're pivotal to the transition.
But because we're smaller, you've done over the course of
ten years, is it, is it as easy to use for administrators as it
is for clinicians? So we had a new staff member
come in today. This is quite a good time for me
(41:36):
to to say this as a as an administrator that looks.
Holiday that looks planted is a question now, doesn't.
It, it almost does. It wasn't.
Yeah, it wasn't. And it was essentially a holiday
cover. One of our team members,
daughters, wanted a few hours. And so we trained how to use the
system last week and she she could do this, use the system
within 10 minutes, if that, you know, it is so self
(41:57):
inflammatory. The example I use a lot to other
people that are looking to switch to clinico is my mum can
use it. And you know, that's a good
example that if my mum can do it, anyone can use it because
it's just the simplest drag and drop book.
And if you make a mistake and what people may not realize is
you can just message clinico andsay I've just deleted an
appointment. I wasn't sure where, where it
(42:18):
was or where I've deleted the appointment from or who was
meant to be there. I've archived it, I can't get it
back what do I do? Clinico have all of these logs
and their help chat function is so useful for anything that you
need help with. I've done this before and I've
deleted appointment and I've gone there was someone there at
10:00 and now they're not there.Did I do something like have I
dragged them to a different place and clinico can reinstate
(42:39):
that for me or I can search the log to find out what what cock
up I've done? Love it, right?
I'm going to, we'll both give our top three and on this, one
of the things I like about Clinical as a company, right, is
that they have always had an open API and they love to they
love nothing more than linking in with other software and they
want things to be efficient. They are not trying to slow you
(43:00):
down. They're not trying to add
friction, and they're working with various different technical
tech companies across the world.What are your top three
integrations? Well, they're.
Top three so rehab my patient because it syncs with the notes
so that the rehab plans go straight to the notes and vice
versa. So that saves so much time
compared to when we first when they didn't integrate clinic
(43:22):
apps who do all of our automatedrecalls and newsletters, which I
think are really useful. Our nutritionist uses one called
Foodzilla, which links very similar to my patient, but for
nutrition and diet plans. We'll sync across all the
patients stuff. So those are three excellent
ones. I could go on.
There's MailChimp. There's loads of other ones as
well which jump in as well. What about you?
(43:43):
You. Said three, didn't they?
You said three, yeah. You're being a food Zilla,
right. I, I would say I'd add Kinvent
to that. We're using the Kinvent
dynamometers and force plates and I didn't think an
integration would be that important, but I could sort of
understand why getting the data in there and not having to
manually enter it would be fine.But that's been one thing.
But the big the bigger issue is just the ability to get onto the
(44:06):
the iPad that we use for the kitand immediately have the patient
details synced and the way in which that just smooths things
off and not having to re consentthem onto that device because
they've already said that that'sfine and they're already on the
system. He's absolutely brilliant.
So that two way integration withwith Kim vent is good at second,
the rehab my patient thing, especially because even with
(44:26):
rehab my patient, any any comms that goes through rehab my
patient, be that emails or or WhatsApp messages that go on
there, then that too way also applies to the documentation,
which makes it more secure because both systems are
independently secure. But the fact that they're
communicating into that central patient record is that's great.
You don't want to be then noticing a back and forth on
e-mail or WhatsApp that had occurred on rehab.
(44:47):
My patient that then doesn't transpose to clinical.
So that's great that that's there.
And then I wanted top three and I've managed to leave myself
without a third one. What's I might come back to me,
I'm not sure, but certainly that's with our hardware and
integrating that, especially forlarger clinics, they're going to
have several devices across different parts of their
practice. It's really useful for that to
(45:07):
be communicated. What would you say if you had
said I'm going to give you 1 rather than three this time,
Rob, to finish, what would you say is the number one underrated
feature that you don't really hear people raving about that
you've found to be particularly useful?
Under if you really put one spoton that, it's a really, really
difficult one. Under, if you, I think it's
probably the open API and I think the ability to do that and
(45:30):
whatever software that you currently use to manage your
business, the chance of that integrating with Clinico and the
ability to pull data from Clinico is is second to none
really. So you know, simply you want to
build a business dashboard, you can pull all of your data from
Clinico using the open API to build your own data dashboard
with whatever you want to. So having that as an under, I
(45:53):
think is a master underrating. There are so many things we've
spoken about that get spoken about all the time.
That is 1, which very rarely gets spoken about in kind of
day-to-day conversations with Clinico.
But if something that you're already using, the chance of
then using that is, is really quite high.
And I think if I can add 2, it'sthe chat function.
The people don't use the chat function to ask Luca to help
when they really should. Yeah, and especially because
(46:14):
that's a real strength that people underestimate as well,
isn't it? The fact that there's that
ability for them to to lean in to support you.
You're not on your own, you're not crossing your fingers that
it's so so I know it sounds funny as an underrated feature,
but if I was picking one, I'd just say the stability.
I've just not had any downtime. You know what?
It's something that it's just like you just take it for
granted. Like I don't get into work
(46:35):
wondering, I wonder at what thisweek, which hour might be down.
And unfortunately there are software, there's software out
there every every 3rd week they're dropping.
I mean, you just look, Rob didn't even know this.
It's been with clinical 10 years.
It's like, yeah, there are software out there.
Most of them are pretty stable, don't get me wrong.
But just imagine the the business disruption that can
occur if even every now and again it's there are a couple of
hours that are. Crucial.
I think it's that it's done once, once in nine years that I
(46:58):
can remember. Because obviously it's not this
year. So I don't know that, but it's,
it's amazing how stable it is. And, and that's because, so we,
we consider investing the base. I'm going to leave it there.
But one thing I just want to make sure I mention, of course,
we're, we're fans of clinical. We, we've, we've especially
becoming more so in the year that we've been using it and
partnering as physio matters. We work with them, they
advertise with us. Of course, we're in a commercial
partnership with them, partly because we, we, we know that
(47:21):
this is something that's really enhancing our business journey
together. We then also have been really
impressed with them wanting to raise care standards in MSK and
leaning into us asking us for advice as to how they can refine
their software. That's that bilateral a
relationship that made and then a partner rather than an
advertiser and any tech company that wants to develop that self
improvement with our patients and clinicians interest in mind
(47:43):
and work with us as business owners is certainly getting a
thumbs up from us as physio matters.
So that's why we work with them.Go to physio, sorry, go to
clinical.com/physio hyphen matters to get your three month
free trial on us. And I don't think we've got any
examples of people that have done that and then not signed up
yet, Rob. I think what's happened is that
hit rate on that, it's crazy, which tells us that you're
(48:05):
enjoying it. And the feedback we've got from
that has been brilliant. So do check that out if you
haven't already. Thank you for tuning into this
and any other suggestions you'vegot as to how we can help you to
maximize and optimize your use of technologies and softwares,
clinical or otherwise. Give us a shout.
We will build it for you. Take care.
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