Client case study · Northside Physio
I’m Daniel. I ran a clinic’s front desk before I started consulting. This is what we changed at Northside, and how it can work for your clinic too.
The problem
Northside Physio had good physios and a loyal waiting list. But every week, about one in five booked patients simply didn’t turn up, and each gap was an hour nobody got paid for.
Priya Nair, the owner, spent her evenings phoning people back and her Saturdays catching up on admin. The front desk was juggling bookings, calls and paperwork, with no clear way of doing any of it twice the same way.
What we changed
Every patient gets a text two days before and again the morning of, with one tap to move the appointment instead of silently skipping it.
When someone cancels, the next person on the list is offered the slot by text. A gap that used to stay empty now often gets filled the same day.
The same short words for every call and the same steps for every booking, so it no longer matters who is at the desk.
The results
No-shows (share of booked appointments)
Admin hours each week
“I used to dread Mondays because I knew who wouldn’t show. Now the diary is full, the desk is calm, and I haven’t worked a Saturday since spring.”
Priya Nair, owner, Northside Physio
Answer three quick questions and I’ll tell you honestly whether I can help.
Takes 30 seconds
Three quick questions. They let me say honestly whether a call would be worth your time, before you give any of it away.
Free · 30 minutes · By video
On the call we’ll look at where your clinic loses time and appointments, and pick the one change worth making first. No pitch, and if I’m not the right help, I’ll say so and point you somewhere better.
A rough number is fine. It tells us how big the gap really is.
Just its name. It decides which fixes are easy and which need more work.
The thing you would fix first if you could. We start there.
We spend the first ten minutes on your clinic’s week as it is today. Then I show you where I’d start, and you leave with a short written plan, whether or not we ever work together.
The day before your call
A short note from Daniel lands in her inbox the day before. This is what it says.
Daniel Okafor <daniel@example.com>
To: Maya
Tomorrow: our call, Wednesday, 9:00 AM
Hi Maya,
A quick reminder that we’re talking tomorrow, Wednesday, 9:00 AM. It’s 30 minutes by video, and the link is in your confirmation email.
If something has come up, pick another time here. No need to apologise, I’d just rather move it than lose it.
One thing to bring: last month’s no-show count, even a rough one.
Looking forward to it,
Daniel
An honest answer
When it’s just you, most of what I do wouldn’t have anything to fix. I work on how a team shares the load, and you don’t have that load to share yet. A call now would cost you half an hour and give you very little back.
I’ve put all three into a one-page no-show checklist. It’s free, and you can do it in an afternoon.
When you hire your first team member, I’d love to talk. Come back then and we’ll start with a call.