HEALTHCARE WORKFLOW SYSTEMS

Australian allied health practices using Jane App or Cliniko for appointments but doing nothing automated after the appointment are missing the recall, review, and referral workflows that turn one visit into a long-term patient relationship

We build the post-appointment workflow layer for Australian private healthcare -- automated recall sequences, review requests, referral partner tracking, and patient reactivation -- integrated with Jane App, Cliniko, Dental4Windows, and other AU practice management platforms.

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This is for you if

This is for owners and practice managers of Australian private healthcare businesses who have invested in quality practice management software but have not built the workflow systems that run around it.

You run an allied health practice (physiotherapy, chiropractic, massage therapy, psychology, osteopathy) using Jane App or Cliniko

You run a dental practice using Dental4Windows or Openbite with no automated recall system outside of the software's built-in reminder

You run a specialist practice receiving GP referrals with no system tracking referral volume or acknowledging referring practitioners

Patients complete a course of treatment and disappear without a recall sequence bringing them back at the right interval

Satisfied patients leave your practice and post no review because they were never asked

Your referral relationships are maintained through personal contact only, with no data on which referral sources are producing appointments

What's broken

What's Broken

No automated patient recall for periodic treatments

Australian physiotherapy, dental, and chiropractic practices have patients who completed a course of treatment and then disappeared. No automated recall was sent at three, six, or twelve months. The patient is not inactive because they found a better practice -- in many cases, they simply did not receive a prompt to return. A recall SMS sequence sent at the right treatment interval recovers 10-20% of inactive patients without requiring any new patient acquisition spend. For a practice with 500 lapsed patients, a recall campaign recovering 15% means 75 returning patients at a fraction of the cost of acquiring a new one.

No automated review request after appointment completion

Australian allied health practices have satisfied patients who leave without being asked for a Google review. Reviews are a primary patient acquisition driver for private healthcare in Australia -- a practice with 50 Google reviews and a 4.8 rating attracts more new patients from organic search than a practice with 10 reviews and no rating. A single automated SMS sent 24 hours after appointment completion, asking for a review with a direct Google review link, generates significantly more reviews than no system at all. The message is non-intrusive, arrives when the experience is fresh, and requires one click from the patient. Most AU allied health practices are not doing this.

Referral partner pipeline not managed

Australian specialist practices receive referrals from GPs and other practitioners with no system tracking referral volume per practitioner, referral-to-appointment conversion, or referral acknowledgement. The referring GP who sent three patients this month and the referring GP who sent zero are treated identically. No thank-you communication is sent to referring practitioners. No quarterly summary of referred patient outcomes is provided. The referral relationship is a significant revenue channel for many specialist practices and it is being managed through personal contact alone, with no data and no systematic nurturing.

Insurance rebate follow-up not automated

Australian patients with private health insurance rebate claims for physiotherapy, dental, or chiropractic receive no automated follow-up to confirm rebate receipt and explain what their policy covers for ongoing treatment. A significant proportion of AU patients drop off from ongoing treatment when the rebate process is unclear -- they are not sure whether their remaining visits are covered, they have not claimed their rebate, or they do not know that their policy allows more sessions. An automated post-appointment message with private health insurance guidance and a prompt to check remaining benefits improves treatment completion rates by reducing the information gap that causes early dropout.

What we engineer

We build the workflow layer that sits around your existing practice management software -- the recall, review, referral, and reactivation systems that Jane App, Cliniko, and Dental4Windows do not provide out of the box.

Automated patient recall sequences

Triggered by treatment completion date and treatment type, recorded from your practice management software. Recall SMS or email sent at the correct interval for each treatment type. Dental hygiene at 6 months. Physiotherapy maintenance at 3 months. Psychology check-in at 4 weeks post-discharge. Sequences run without manual scheduling.

Post-appointment review request

An automated SMS sent 24 hours after appointment completion with a direct Google Business Profile review link. Personalised with the patient's name and the practitioner's name. Timing and message configurable by appointment type -- review requests after initial consultations may be suppressed; they fire after completed treatment courses.

Referral partner CRM

A database of referring practitioners -- GPs, specialists, and other allied health providers -- with referral volume tracking, referral-to-appointment conversion rates, and automated acknowledgement messages sent when a referred patient attends their first appointment. Referral performance dashboards visible to the practice principal.

Patient reactivation campaigns

A targeted recall campaign for lapsed patients -- defined as patients with no appointment in the past 6 or 12 months -- sent via SMS with a re-booking offer or a prompt to check in. Typically run once per quarter. Results tracked at the patient level.

Private health insurance post-appointment guidance

Automated message sequence explaining rebate claiming, remaining annual benefits, and how to check cover -- sent after treatment appointments for patients whose records indicate private health insurance membership.

HotDoc and practice management integration

Where HotDoc is used for online booking and appointment reminders, we build the downstream workflow -- post-appointment review request, recall, insurance guidance -- that HotDoc does not provide. The integration reads appointment completion data from Cliniko or Jane App and triggers the downstream sequences automatically.

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What changes

What Changes

Before
After
Before Lapsed patients receive no recall and do not return unless they self-initiate
After Recall sequences run automatically for every patient at the correct interval; the practice principal sees recall response rates on a dashboard
Before Satisfied patients leave without being asked for a review; the Google rating grows slowly
After Google reviews increase month-on-month from the automated post-appointment review request
Before Referring GPs are contacted by the principal personally or not at all; no data on referral volume per source
After The referral partner CRM shows which referring practitioners are active, which are declining, and which have not referred in the past quarter
Before Private health insurance questions are handled by the front desk on an ad hoc basis
After Patients receive insurance guidance automatically; treatment dropout from rebate confusion decreases
Before Patient reactivation is discussed but not actioned because it requires manual list-building
After Patient reactivation campaigns run quarterly from the lapsed patient list without front desk effort
How it works

Process

  1. 01

    Practice workflow audit

    Week 1

    We review your current use of Jane App, Cliniko, or your practice management platform. We map what is automated, what is manual, and what is absent. We identify the three highest-priority workflow additions -- typically recall, review request, and referral tracking.

  2. 02

    Integration architecture

    Week 2

    We design the integration between your practice management software and the workflow tools. This covers how appointment completion data is read from Cliniko or Jane App, what triggers each workflow sequence, and what data is passed into each message.

  3. 03

    Build and configure

    Weeks 3-5

    We build the recall sequences, configure the post-appointment review request, set up the referral partner CRM, and configure the private health insurance guidance flow. We test each workflow against live appointment data in a test environment before going live.

  4. 04

    Staff training and handover

    Week 6

    We train the practice manager and front desk on how to view workflow dashboards, manage sequence exceptions (patients who opt out of recall, patients who have changed GPs), and run the quarterly reactivation campaign.

  5. 05

    Performance review

    Month 3

    Three months after go-live, we review recall response rates, review generation rates, and referral tracking data with the practice principal. We adjust sequence timing or message copy based on what the data shows.

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Common questions

FAQ

How do I set up an automated patient recall sequence in Jane App or Cliniko for Australian allied health?

Jane App and Cliniko both provide appointment reminder functionality natively but neither provides a fully configurable automated recall sequence triggered by treatment completion date and condition type. To build a recall sequence outside the native reminder tool, the standard approach is to export or sync appointment completion data from Jane App or Cliniko into an automation platform -- typically Zapier or Make -- and configure a time-delayed message sequence that sends an SMS or email to the patient at the recall interval appropriate for their treatment type. For a physiotherapy practice, this might be an SMS at three months post-discharge; for a dental practice, a message at six months post-clean. The message includes a direct booking link back into HotDoc or the practice's Jane App or Cliniko booking page. The sequence tracks whether the patient books, and if they do not, sends a second message 10 days later. A practice running this sequence consistently recovers 10-20% of lapsed patients without any manual effort from the front desk.

How do I automate a Google review request after a patient appointment in an Australian private healthcare practice?

An automated Google review request for an Australian allied health practice is triggered by appointment completion status in your practice management software -- when an appointment is marked as complete in Jane App, Cliniko, or Dental4Windows, the automation sends an SMS to the patient approximately 24 hours later with a personalised message and a direct link to your Google Business Profile review form. The link is created from your Google Business Profile URL using the Google review shortlink format (maps.google.com/...?hl=en), which takes the patient directly to the review submission screen without requiring them to search for the practice. The message should be short -- under 160 characters -- personalised with the patient's first name, and should not be sent after every appointment type: suppress review requests after appointment types where the patient experience may not yet be complete (e.g., first consultation, procedure recovery). The system is built using Make or Zapier connected to your practice management software, with an SMS gateway such as Twilio, MessageBird, or an AU-based provider like Burst SMS.

How do I build a GP referral tracking workflow for an Australian specialist practice?

A GP referral tracking workflow for an Australian specialist practice is built as a CRM layer that records each new patient referral source -- the referring GP's name, practice, and contact details -- at the time of the initial consultation booking, then tracks referral volume per referring practitioner over time. When a referred patient attends their first appointment, the system sends an automated acknowledgement to the referring GP confirming that the patient has been seen and providing a brief outcome note where clinically appropriate. The CRM dashboard shows the practice principal a monthly view of referral volume per source, referral-to-attendance conversion rate, and which referring practitioners have not sent a referral in the past quarter. This creates a structured basis for the principal to manage the referral relationship with data rather than impression. The system is typically built using Airtable, HubSpot, or a custom database with a form interface for the front desk to record referral source at intake.

How do I set up automated private health insurance guidance for patients after treatment in Australia?

Automated private health insurance guidance for Australian allied health patients is delivered via a post-appointment SMS or email sequence that fires after treatment appointments -- not administrative bookings -- and contains a short message explaining how to claim the rebate, a link to the practice's preferred health fund portal where applicable, and a note on how to check remaining annual benefit with their fund. The message is triggered from appointment completion data in your practice management software and is configured to suppress for patients whose records indicate they hold no private health insurance. A second message in the sequence, sent 10 days later, prompts the patient to confirm their next appointment and notes that their annual benefit period typically resets on 1 January. This approach reduces treatment dropout from rebate confusion by giving patients the information they need to continue treatment without having to ask the front desk.

How does HotDoc integrate with Jane App and Cliniko for Australian practice appointment management?

HotDoc integrates directly with both Jane App and Cliniko via supported API connections, synchronising appointment availability, new booking creation, and appointment status updates between the HotDoc patient-facing booking interface and the practice management software. When a patient books via HotDoc, the appointment is created in Jane App or Cliniko in real time; when the practitioner marks the appointment as complete in the practice management software, HotDoc reflects that status. HotDoc handles pre-appointment reminders natively through this integration, sending SMS and email reminders to patients before their appointment. What HotDoc does not provide is the post-appointment workflow: recall sequences, review requests, insurance guidance, and referral tracking are not part of HotDoc's product. These downstream workflows require a separate automation layer built on top of the appointment completion data that flows between HotDoc and Jane App or Cliniko.

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Closing CTA

Australian allied health practices have invested in practice management software that handles bookings, clinical records, and reminders. The investment is justified. What the software does not do is run the lifecycle after the appointment: the recall that brings the patient back, the review request that builds the Google rating, the referral acknowledgement that strengthens the GP relationship, and the reactivation campaign that recovers lapsed patients. These workflows are not difficult to build. They are not being built because the practice is busy running consultations and the post-appointment system has never been prioritised. If your practice is using Jane App or Cliniko and handling recall, reviews, and referral tracking manually -- or not at all -- a healthcare workflow audit will map exactly what an automated system would change.

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