11. Daily routines for a physiotherapy clinic

The earlier chapters describe screens. This one describes the jobs, in the order a clinic does them.

11.1 A new patient's first visit

1. Book the Initial assessment from the Calendar (click the slot) or *Appointments › New

Appointment. Use New customer inside the sheet with just the name and mobile. Leave Notify the customer* on so they get the WhatsApp confirmation.

1. Before the visit, open the customer record (Customers) and complete the details: date of birth,

insurance policy, allergies and contraindications, referring doctor, preferred language.

1. On arrival press Check in on the day list. Capture the intake form and the **consent

form from the appointment page (Form**), completing them with the patient.

1. The physiotherapist opens the appointment, sets the status to In progress, treats, and writes

the Session Notes with a progress percentage.

1. If a course of sessions is agreed, open the customer's Plan tab and create the treatment

plan (programme, notes, number of sessions). If the patient buys a pack, sell it from the Catalog.

1. Checkout on the appointment page (or the calendar sheet for discounts and tips). The visit

becomes Completed and the review request is sent automatically.

1. Book next appointment from the appointment page's quick actions.

11.2 A treatment course with a session pack

1. Sell the pack: Catalog › Memberships › Sell → customer, payment method. The invoice is created

and the sessions are credited.

1. When booking each session, the sheet's Coverage line shows the pack and the remaining count;

choose it under Pay with a plan if it is not already selected.

1. At checkout the session is redeemed from the pack and the amount is No charge; press

Complete — no charge.

1. Follow the course on the customer's Plan tab: sessions completed, booked and remaining, the

pack balance beside it. Missed sessions still count against the plan.

1. When the pack is used up, the next booking asks for payment again; sell another pack or charge

per visit.

11.3 An insured visit

1. Confirm the insurer is set up under Settings › Insurance companies with a price for the

service.

1. Record the policy on the customer record with the customer's share in percent and the expiry.
2. At checkout, apply the policy in the insurance panel. Collect only the customer's share.
3. Monthly, open Reports › Insurance, choose the insurer and period, and download the **claim

file** to send.

11.4 A customer books online or from the app

• Instant bookings appear in the notifications bell and on the calendar.
• Bookings that need an answer appear as booking requests on the Dashboard: Accept to book

or Decline with a reason the customer will read. Answer within the reply window shown.

11.5 Reschedules, cancellations and no-shows

• Reschedule: drag the booking on the calendar, or Edit on the appointment page and Change

the date and time. The customer is notified unless you switch the toggle off.

• Cancel: the appointment page's Cancel or the reservation sheet's Cancel reservation.

If you hold Billing, the late-change dialog applies the clinic's policy.

• No-show: from the row menu or the status control. The customer's record then shows a

Rebook button on that day in its Activity tab.

• A freed slot: open the Waitlist and Seat now or call the first suitable customer.

11.6 Walk-ins

Add the person to the Walk-ins queue on the calendar with the service if known. When a physiotherapist is free, Call next, then Seat now; the visit starts and appears on today's list.

11.7 End of day

1. Appointments for today: every row should be Completed, Cancelled or No show. Fix any that

are still Confirmed or In progress.

1. Dashboard › Pending Invoices: take payment or write off, so the day's cash matches.
2. Reports › Sales › Daily summary for the day's totals by payment method.
3. Check tomorrow's list and the Roster for coverage gaps.

11.8 Closing for a holiday or a training day

Settings › Scheduling › Closed periods › Add with the dates, the clinic or one branch, and an Arabic name; customers see it as the reason no times are offered. For a single different-hours day use Dated hours instead.

11.9 A new physiotherapist joins

1. Settings › Team › Add staff: name, role therapist, email, Send invite email, tick the

services they do, set the weekly hours, Show in calendar and Bookable online.

1. If the clinic has several branches, assign them to their branch under *Business setup ›

Locations › Edit › Services & Team*.

1. Add them to the Roster.
2. They sign in with the emailed link and upload their photo under Account.

11.10 A physiotherapist leaves

Settings › Team › archive. They are hidden everywhere and cannot sign in; their history and reviews stay. Reassign their upcoming bookings on the calendar.