LDN Physiotherapy - UK

LDN Physio takes the pain out of practice management with Reportabl. Not even one month into signing up for performance reporting solution Reportabl., Jonny Sumner realised it was the answer to many of his automation ambitions for his growing group of physiotherapy clinics. After finding the solution on the ‘connected apps’ page of his practice management software, Sumner tested Reportabl. under its 14-day free trial – and was immediately hooked. “It’s simple: Reportabl. saves our clinic at least 6 hours a week, every week,” he confirms.

Sumner’s LDN Physio is a network of three clinics located in London’s Old Street N1, Hackney E8 and Kentish Town NW5. He founded the growing business with two fellow physiotherapists after working together as seniors for the NHS, with the aim of offering a tailored, high-quality service to Londoners. With a team of some 25 people, the ambitious company is growing by delivering personal service supporting the health goals of its customers.

Situation

Many businesses transitioning from ‘small’ to ‘medium’ experience challenges with effectively managing growing numbers of employees and customers, often necessitating more sophisticated software solutions. Sumner says the realisation was that insight into performance statistics and numbers was becoming necessary, with its combination of Cliniko practice management software and Xero accounting proving inadequate.

“You don’t know what you don’t know,” he says, “But what we did know is that while we had some reporting using Excel spreadsheets or native reports in our practice management software, it was quite unreliable. The reports were also very limited, with no possibility of customisation.”

In the back of his head, too, Sumner says he has ambitions for automating various aspects of business management, including reporting on metrics such as bookings and rebookings, follow up calls placed, appointments made and kept, and more. “This sort of data and insight is crucial for running a successful practice while getting everyone rewarded,” he comments.

Looking for these kinds of performance management insights across his clinicians and clinics, Sumner says he tried various solutions without success. That’s when he found Reportabl. thanks to Cliniko’s Connected Apps applications showcase which extends the practice management software’s functionality.

Solution

Available as a 14-day free trial means the only risk of trying Reportabl. was the negligible time taken to connect it to LDN Physio’s Cliniko instance. Sumner says the solution immediately impressed. “One of the key things we need is reliable data on appointments, which tells the team what each individual has to do over the course of the day. We once pulled this into Excel and added a single person at a time – that takes ages. With Reportabl. we instantly pull the lot, dump it in with some formatting, and immediately save 6 hours or more every week.”

Sumner says that time saving already far exceeds the monthly Reportabl. subscription cost, making the software cashflow positive from day 1. “As we grow, the time saving will continue increasing,” he adds.

While Sumner has an aptitude for maths and numbers, he admits he is far from a programmer. “Setting up Reportabl. is easy, even for the non-technical,” he explains. “But I would say it helps to have some systems knowledge; I’d worked in quality improvement at the NHS, and that’s proved useful in getting the most from the software.”

Results

In addition to instant value, Sumner and LDN Physio have found the Reportabl. team remarkably accessible and willing to work on feature enhancements likely to benefit every user of its software. “Seeing what Reportabl. can do has sparked ideas of key things we want to do in the future,” he says.

Just one example relates to customer retention and the frequency of follow-up appointments; a quick chat with the New Zealand-based folks who created Reportabl., and “What we were doing manually every now and then, we’re automatically doing every month with stacked data. That helps improve booking rates – and we now send emails to individual staff members on their weekly and monthly performance and can look at introducing leaderboards and other incentives to get our people going.”

Sumner adds that once the solution is in place and reports start coming through, it’s likely that new ideas of the possibilities will occur. “There is a good deal of headroom in exploring what Reportabl. can do for you. And if you have an idea, or even if you have any sort of a problem, the people will hop on a Zoom call and sort it out.”

To say he’s impressed is something of an understatement; for Sumner and LDN Physio, Reportabl. has proven the solution they always wanted. “It was instantly beneficial, and we just wouldn’t be able to run without it now. Instead of spending significant time on administration, we have the data we want and need, and will probably start using it even more as time goes on. It’s been a long time coming, but we’re thoroughly pleased we found Reportabl.”