Movenna

The challenge

Movenna runs six physiotherapy clinics with 38 specialists. Every appointment went through the phone: receptionists juggled paper diaries and a shared spreadsheet, patients waited on hold, and roughly one visit in six simply didn’t happen. Each missed visit is an hour a therapist can’t sell.

Management had no clear picture of which clinics were overloaded and which had empty slots. And because therapists are paid per session, preparing payroll meant hours of manual counting at the end of every month.

What we did

• Online booking from the website and from Google Maps: patients choose a service, clinic, specialist and time in under a minute
• A personal account where patients see upcoming visits, reschedule or cancel on their own and pay for treatment packages
• Automatic reminders by text and email the day before and two hours before a visit, with a one-tap “I’m coming” confirmation
• One shared schedule for all clinics: receptionists see every specialist’s free slots, managers see the load by clinic and by day
• A waiting list: when someone cancels, the slot is offered to the next patient automatically
• Monthly reports on visits per therapist, ready for payroll in one click

The result

• 41% fewer missed appointments in the first three months
• 58% of visits are now booked online, many of them outside working hours
• Reception takes about 60% fewer calls and finally has time for patients at the desk
• Clinic utilisation grew from 68% to 83%
• Payroll preparation went from two days to under an hour

When we opened our sixth clinic, we didn’t hire a single extra receptionist. The system handles the scheduling, and our team finally talks to patients instead of the phone.

Iryna Bondar, operations director, Movenna