How to help patients see the same physio every visit

Why it goes wrong

A patient has an assessment with one physio. They like them. A week later they go online to book a follow-up, take the first time that suits, and end up with someone else. That physio reads the notes, asks the same questions, and part of a thirty-minute session has gone.

Nobody did anything wrong. The patient picked a time because a time was what the page offered.

Let patients choose the person first

The simplest fix is to put the choice in front of them. On your booking page, a patient can pick the physio who assessed them, or take the earliest time with anyone. Someone with a stiff neck and a free Tuesday can choose speed. Someone six weeks into a knee rehab plan will usually choose the person who knows the knee.

For this to work, the times shown have to be true. Each physio's own hours, days off and holidays should decide what appears, so a patient never books someone who is away.

Book the whole plan at once

Most continuity is lost between sessions, when the next appointment hasn't been made yet. If the plan is six weekly follow-ups, book the same time every week in one go. The patient gets one email with every date, and that physio's time is held for them.

Put the assessment first

A follow-up with someone who has never seen the patient is one problem. A new patient booking a follow-up by mistake is another. Set the follow-up so it needs an earlier assessment, within the number of days you choose, and a new patient can't skip straight to the thirty-minute slot.

Bring back the ones who drift

Some patients stop booking halfway through a plan. Switch on a recall for a service and they get a reminder to book again after the number of weeks you choose. When they come back, they can pick the same physio.

A short checklist

• Every physio has their own hours and time off in the system
• Patients can choose who they see on the booking page
• Follow-ups need an earlier assessment
• Weekly plans are booked in one go
• A recall is switched on for follow-ups

How Appoint Me does this

The Appoint Me booking system does all of the above, for one flat monthly price with unlimited staff and 0% commission. There's a live example physio clinic you can try: see the physio booking system page.

Frequently asked questions

Can a patient choose which physio they see when they book online?

Yes. On your booking page a patient can pick the physio they want, or take the earliest time with anyone. Each physio has their own hours, days off and holidays, and those decide which times appear, so a patient is never offered someone who is away. A follow-up patient who wants the person who knows their injury can choose them in one step, and someone who just wants the soonest appointment can still have it.

Can I book a patient's whole plan in one go?

Yes. You can book the same time every week, or every few weeks, in one go, and the patient gets one email with every date instead of a message for each visit. That physio's time is then held for the whole plan, which is where most continuity is won or lost, because the next visit is already in the diary before the patient leaves the clinic.

Can a follow-up require an assessment first?

Yes. A service can need an earlier visit first, within the number of days you choose. If your follow-up needs an assessment in the last 90 days, for example, a new patient can't book the thirty-minute follow-up by mistake and turn up without being assessed. You choose which services this applies to and how long the earlier visit counts for.

How do I bring back patients who stop booking halfway through a plan?

Switch on a recall for the service. Patients get a reminder to book again a set number of weeks or months after their last visit, by email, and by text where they agreed to texts. You choose the gap for each service, so a recall for a knee rehab plan can come much sooner than one for a yearly check-up. When they come back, they can pick the same physio.

Do patients need an account to book a physio online?

No. They can book as a guest with their name and email, and get a confirmation straight away. If they like, they can sign in later with a code, a link, Google or Apple to see all their bookings and book again. That matters for continuity too, because a patient who finds booking easy is more likely to book their next session rather than leave it for later.

Can a senior physio charge more than a junior one for the same appointment?

Yes. Customers choose who they see or take the earliest time, and a senior can charge more than a junior for the same service. The patient sees the price for the person they pick before they book, so there is no surprise at the desk. It also gives a patient who wants a sooner or lower-priced visit a clear choice, without anyone at the clinic having to explain it over the phone.