How a Multi-Site Allied Health Practice Cut No-Shows by 35%
An allied health group deployed patient coordination VAs across three clinics — reducing no-shows, improving follow-up, and freeing clinicians for care.
Peak Performance Physio's front desk was overwhelmed across three Sydney locations. No-show rates hit 18%, referral follow-ups were missed, and clinicians were answering phones between patients.
Apex Admins placed two patient coordination VAs managing scheduling, reminders, referral tracking, and enquiry response — integrated with Cliniko across all sites.
35% reduction in no-shows, 90% referral follow-up rate, and clinicians saved 45 minutes daily on admin per site.
Peak Performance Physio had grown to three clinics but patient coordination hadn't scaled. Reception staff were stretched thin, and after-hours enquiries went unanswered until the next business day.
Practice manager Lisa Nguyen engaged Apex Admins for dedicated coordination support — not clinical staff, but professionals trained in healthcare admin workflows and patient communication standards.
Two VAs managed Cliniko scheduling across all locations: appointment reminders via SMS, waitlist management, referral follow-ups, and new patient enquiry response — all during extended AEST hours.
No-show rates dropped from 18% to under 12% within 60 days. Referral follow-up compliance reached 90%. Clinicians reported 45 minutes more patient-facing time daily.
"Our patients get faster responses and our physios get more time with patients. It's transformed how we operate across all three sites."
Key takeaways
- → Healthcare admin is non-clinical but mission-critical
- → Multi-site practices benefit from centralised coordination
- → Reminder systems directly impact revenue
- → Cliniko/practice software experience matters
How it unfolded
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1
Week 1
Cliniko audit, workflow mapping, VA shortlist.
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2
Week 2
VAs onboarded across three clinic schedules.
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3
Month 2
No-show rate trending down; referral follow-ups automated.
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4
Month 3
35% no-show reduction confirmed across sites.
Roles Peak Performance Physio hired
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