Booking and payments for a physio clinic

A three-site clinic moved bookings online, took deposits up front and cut the no-shows that were costing whole sessions.

Business type: Physiotherapy clinic, three sites
Industry: Health & clinics
Product type: Booking & payments
Timeline: 4 weeks
Package: Launch
Key result: No-shows roughly halved

620x400 — booking calendar screen

Before

“Reception took bookings by phone, wrote them in a diary, then typed them into a calendar. Every step was a chance to lose one.”

Each site kept its own diary and its own idea of what availability meant. A patient who rang the wrong site was told to ring the other one, and a cancellation at nine o'clock rarely got filled by ten.

Payment happened at the desk, or later, or not at all. Reminders were sent by hand when someone had time, which meant they were sent least often in the weeks the clinic was busiest.

No-show rate: [XX]%
Booking calls per day: [XX]
Unpaid at end of visit: [XX]%

The problem

The clinic needed one view of availability across three sites, and it needed the money question settled at the moment of booking rather than at the desk afterwards.

We scoped it around the practitioners' real working patterns — different session lengths, different rooms, and clinicians who split their week across sites.

Online booking showing genuine availability, not a request form
Two-way calendar sync for every practitioner
Deposits or full payment taken at the time of booking
Automated confirmations and reminders
Clear cancellation and reschedule rules with cut-offs
No-show tracking per patient
Recurring appointment blocks for treatment plans

What we built

Patients pick a service, see the real gaps in a practitioner's week across all three sites, and book. Availability comes from the practitioners' own calendars, so nothing is double-booked.

640x400 — patient booking flow

Payment is taken at booking through Stripe — a deposit or the full fee, depending on the service. Cancelling inside the cut-off keeps the deposit, and the rule is stated plainly before the patient confirms.

640x400 — practitioner day view

Reminders go out automatically at set intervals, and a cancelled slot is offered back to the site immediately so reception can fill it while the day is still useful.

“Taking the deposit at booking changed behaviour overnight. We didn't need to be strict with people — the system just made the expectation obvious.”

[Client name][Role], [Clinic]

What changed

No-shows fell roughly by half in the first quarter, mostly because of the deposit and the reminders rather than anything clever.

Reception spends its day on people in the building instead of on the phone, and the clinic can finally see utilisation across all three sites in one place.

[XX]%

Fewer no-shows

[XX]%

Bookings made online

[XX] hrs

Reception time saved weekly

Capabilities used