Lightspire for physiotherapists
You can't leave a patient on the table to answer the phone. A new patient with a sore back won't wait for a call back; they'll book the next clinic that answers. Your agent answers while you treat, books the right appointment type and answers the questions patients always ask.
A day with Fraser
These examples use a made-up clinic, Elmwood Physio, and its agent, Fraser. Yours answers from your own appointment types, fees and hours.
"I've hurt my lower back lifting at work. Can I see someone this week?"
Fraser books the longer initial consultation, not a follow-up: "I can book you an initial consultation. I have Wednesday at 8:15 or Thursday at 5:30. Would either suit?" He takes the patient's name, reads the booking back and books it in.
In your calendar: an initial consultation at 5:30pm Thursday, with the patient's name and mobile. You get a booking email.
"Do you bulk bill?"
Fraser answers from what you've written: "We don't bulk bill, but health fund rebates are claimed on the spot." Write it once in your Knowledge text and every caller hears the same answer.
"Do I need a referral from my GP?"
On the Intake questions tab, choose Physio or chiro under Starter questions, then Add these questions. Fraser then asks callers who book whether it's their first visit, what the injury is and how long they've had it, whether they have a GP referral or care plan, and whether it's private, WorkCover, a car accident claim or DVA. The answers show on the booking and in your emails. See Ask callers your own questions.
"Can I speak to my physio?"
Turn on transfers and Fraser puts the caller through to your front desk or another number. Turn them off and he takes a message, which lands on your Calls page with a summary. See Put callers through to a person.
What to paste as your services
This is an example to edit. Change every appointment type, time and fee to yours. Type each one into its own row on the Services tab of the Agent page (Service name, Minutes, Price). Paste the rest into the box under What should it know? on the Knowledge tab.
EXAMPLE: change every name, time and fee to yours
Services (one row each on the Services tab)
Initial consultation 45 min $120
Standard consultation 30 min $95
Long consultation 60 min $150
Remedial massage 60 min $110
Clinical pilates class 55 min $40
What it should know (paste into the Knowledge tab)
We're a physiotherapy clinic in Brunswick, Melbourne.
Open Monday to Friday 7am to 7pm, Saturday 8am to 12pm.
New injuries book an initial consultation. Returning patients book a standard consultation.
We don't bulk bill. Health fund rebates are claimed on the spot with HICAPS.
You don't need a GP referral. If you have a care plan, bring it to your first visit.
We see WorkCover, TAC and DVA patients. Bring your claim number.
Free parking behind the clinic, entry from Albert Street.
Cancellations: please give 24 hours notice or a fee applies.
The divert pattern that suits you
With someone on the front desk, divert only the calls you don't answer. The desk picks up when it can and Fraser takes the overflow. Switch to every call at lunch, after hours, and on days you're working alone, so nobody waits through the ringing.
If you transfer callers to the front desk, use a number that isn't diverted to Lightspire, so a transferred call doesn't come straight back to Fraser.
The codes for your carrier are in Divert your calls to Lightspire.