The requirement
The practice manages specialist rehabilitation cases for professional referrers. Onboarding a client meant entering details into a spreadsheet by hand, which led to errors and the occasional lost record. Client updates were sent manually, chosen from thirteen email templates. Assessments, sessions and rescheduling were tracked separately. Every record also had to be clear enough for external review, reporting and handover.
Our solution
mgctech brought the practice onto a single platform. Onboarding, booking, sessions and rescheduling are automated, and the thirteen templates are sent automatically as a client moves through each stage of support. Official letters and reports are generated as PDFs, questionnaires are issued and their completion tracked, and clients are reminded about appointments and any unsigned consent forms. Sessions run over Zoom, with transcripts captured automatically and used to draft supporting reports. Incoming client emails are monitored, with replies generated automatically.
Each client is tracked through their pathway, so progress is easy to see — including how many sessions have been delivered against how many the client has approved. Client progress reports are generated from the case rather than compiled by hand, and the platform is integrated with the accounting system, so billing follows the work. Any case’s history can be searched in one place.
Impact
- Onboarding no longer runs through a spreadsheet, removing the errors and lost records that came with it
- Client correspondence is sent automatically at the right stage of support
- Official letters and reports are generated as PDFs, ready to send
- Sessions run over Zoom, with transcripts captured automatically and used to draft supporting reports
- Questionnaires are issued automatically and their completion tracked
- Clients are reminded about appointments and any unsigned consent forms
- Incoming client emails are monitored and answered automatically
- Booking, sessions and rescheduling are handled in one place, with progress shown as delivered against approved
- Client reports are generated from the case, and billing runs through the same system
Why it worked
The real requirement was the standards insurers and reinsurers expect, which are difficult to maintain when the work is spread across spreadsheets, inboxes and folders. Bringing onboarding, correspondence, booking, tracking and documents into one place makes those standards straightforward to meet.