No enquiry missed, no paperwork typed by hand.

The business

A multi-disciplinary health clinic in Sydney's inner west offering physiotherapy, speech pathology, naturopathy, remedial massage, occupational therapy and IV therapy. The clinic started with a new website and online booking, then automated the work that follows each booking.

The problem

Every process around a booking was done by hand. Calls after closing had nobody to answer them. Each new practitioner's contract and onboarding pack was typed out from the staff register. Practitioner certificates were checked by hand every week. Contractor invoices were chased by email. Enquiries from the website were re-keyed into the CRM.

What was built

• Front of house

  An AI voice receptionist that answers the clinic's calls, routes callers to the right person and takes after-hours bookings. Online booking for every service, with forms that cannot be used to flood the clinic.

• HR and onboarding

  A tool that fills each new practitioner's contract and onboarding pack straight from the staff register. It refuses to issue anything to a candidate marked declined and releases documents only once the owner has approved the wording.

• Compliance checks

  An LLM pipeline with hand-tuned prompts that reads each uploaded practitioner certificate, extracts the expiry date and flags issues to the clinic's Slack.

• Finance and payments

  Contractor invoice and availability reminders each pay cycle, built from current practitioner records. The payments platform migration to HICAPS, led with no disruption to health fund claiming.

• Marketing and CRM

  A pipeline that takes website enquiry and referral forms straight into the clinic's CRM, plus scripts that generate referral QR codes.

• Operations hub

  Every new booking in the practice management system posts to Slack as it happens. Compliance flags go to their own channel. An internal task board, behind a login, is used daily by the partners.

• Website

  The clinic's public site: a page for each service, online booking, and single-purpose landing pages for paid search so an ad about back and neck pain lands on a page about back and neck pain.

• Security standards

  Keys are loaded at runtime and never stored in code or documents. Staff accounts have recovery controls and passwords delivered out of band. A segmented Wi-Fi network and secured workstations keep client health data safe.

What it does for the owner now

• No enquiry is missed. The phone is answered and bookings are taken whether or not anyone is at the desk.
• New hires get correct paperwork with nothing typed by hand.
• Expiring certifications are caught before they lapse. The weekly manual compliance check is gone.
• Invoices arrive on time without chasing.
• No lead is re-keyed or lost.
• Bookings and compliance flags arrive in Slack, where the team already works, so acting on them is the default rather than an extra step.