Free resource

Physiotherapy hours-back checklist

For UK physiotherapy practices that want patient communication to run more consistently without removing clinical judgement.

Work through the sections when reviewing your booking system, reminder sequence and patient follow-up. The aim is to automate routine prompts while keeping sensitive decisions with the practice team.

Timed appointment reminders

Set reminder messages once, so patients have a clear opportunity to confirm, cancel or reschedule before the appointment slot is lost.

  • List the appointment types you run: initial assessment, follow-up session, class, sports injury clinic, home visit and online consultation.
  • Write reminder messages for 48 hours, 24 hours and 2 hours before the appointment, using calm wording that asks the patient to confirm or request a change.
  • Trigger the reminders from your booking system or calendar, then stop the sequence as soon as the patient confirms, cancels or reschedules.

Cancellation and waitlist filling

Make cancelled slots visible quickly, then offer them to suitable patients without repeated calls from reception.

  • Create a simple waitlist with patient name, contact preference, appointment type, practitioner, location and times they can usually attend.
  • When a cancellation is logged, check the waitlist for matching appointment type and availability before sending any message.
  • Send the slot to one patient at a time, with a clear reply window, so two patients are not offered the same appointment at once.

Rebooking follow-up after a session

Catch patients who leave without booking their next session, while keeping the message factual and respectful.

  • Check whether the patient has a future appointment booked after each completed session.
  • If no future appointment exists, send a short follow-up after 3 to 5 days with a booking link or a route to contact the clinic.
  • Exclude patients who have been discharged, referred elsewhere or marked for clinician review before any rebooking prompt is sent.

Intake forms and pre-session information

Send the right information as soon as the appointment is booked, so the clinical team has what it needs before the patient arrives.

  • Send intake forms automatically with the booking confirmation for new patients, including a clear deadline for completion.
  • Store completed forms in the practice management system or agreed secure folder, not in an inbox that can be missed.
  • Flag missing forms the working day before the appointment, so reception or the clinician can decide whether to chase manually.

Reschedule requests and diary updates

Give patients a clear route to move an appointment without creating duplicate messages or manual diary checks.

  • Include either a reschedule link or a direct reply instruction in reminders, depending on how your booking system handles changes.
  • Route reschedule requests to the person or system that can update the diary, then confirm the new appointment time back to the patient.
  • Cancel any remaining reminders for the old appointment once the new slot is confirmed.

Patient data and manual review points

Keep automation focused on administrative communication, with clinical judgement and sensitive situations held for the practice team.

  • Limit automated messages to appointment details, forms, booking links and administrative follow-up unless a clinician has approved the wording.
  • Record the lawful basis and consent approach for each message type, especially where rebooking follow-up could overlap with marketing.
  • Create manual review rules for vulnerable patients, complex clinical situations, complaints, safeguarding notes or any record marked for staff contact only.

Want a hand setting it up

We can set this up around your practice workflow

On a free 20-minute fit call we will look at your booking system, reminder process, intake forms and rebooking follow-up, then tell you which of the steps above to automate first.

Book a free fit call