Your clinic replies between patients, not after closing

What it does in a physiotherapy clinic

In physiotherapy, the phone goes off halfway through a session, with your hands busy and the patient on the couch. Answering means stopping, or leaving it for the gap between patients, which hardly ever exists. And the message waiting is often someone with a stiff neck looking for an appointment today who, if nobody replies, will find one somewhere else.

Conserjía answers that WhatsApp in under a minute, at any hour, with each therapist’s real diary:

• Appointments by practitioner and session type. Initial assessment, follow-up, longer or shorter sessions: each with its own length and the person who does it.
• Session packs. It books against the pack, takes the session off and says how many are left, using the pack details you keep.
• Last-minute slots. A cancellation at midday frees up the afternoon. The slot goes back into the diary at that moment and the assistant offers it to whoever asks for an appointment today.
• The next session, in the same conversation. Patients who come twice a week book the next one without having to write again.
• Reminder the day before. With the option to confirm, move or cancel, so a slot that was going to sit empty can still be used.
• The usual questions. Prices, opening hours, how to get there, whether you work with a particular health insurer, what to wear or bring to the first session. With your information and nothing else.

Booking on WhatsApp works just like booking at the front desk: each practitioner with their own days, hours and session types. The assistant won’t put an initial assessment into a follow-up slot, or book someone in with a therapist who isn’t working that day.

What it doesn’t do

• It doesn’t diagnose or advise. It won’t say which exercise to do, whether to use ice or heat, or where a pain is coming from.
• It doesn’t assess emergencies. If someone describes a fall, pain that won’t stop or something that isn’t a matter for a clinic, it passes them to the person you’ve chosen, or gives them the emergency number if nobody is available. It is not an emergency service.
• It doesn’t make exceptions. Your cancellation policy, your prices and your packs apply as they are; anything outside them is for a person to decide.
• It doesn’t replace you. Any patient can type ‘person’ and talk to you.

What a patient writes to their physio can be health data, which the GDPR protects as special category data. Conserjía handles it as the regulation requires, and how it does so is set out in the privacy policy (in Spanish).

A day with Conserjía

You arrive at half eight with the diary up to date. The appointments that came in last night are in with their therapist, sessions taken off each pack and changes made. The patient who moved today’s session at eleven last night already has a new time, and their old slot is free. Between sessions there’s no need to check your phone: the assistant has already replied, and whatever needed a person (a question about treatment, a patient who isn’t feeling well, an invoice for their insurer) is waiting for you as an alert, with the conversation in front of you. No message goes unanswered.

At midday someone cancels the 18:15. Shortly afterwards that slot has a patient in it, because someone wrote asking about the afternoon and the assistant gave it to them. In the afternoon the reminders for tomorrow go out. When you close, you have a sheet with the conversations, the appointments, the changes and the ones that went to a person, and why; once a month we go through it with you, with figures.

Plenty of people still prefer to phone, and in a physio clinic the phone matters. If yours rings more than you can answer, the same assistant can take calls too and book with the same diary. We explain it in the voice assistant, where you’ll also see why we don’t recommend it below ten or fifteen calls a day.

The assistant introduces itself as an AI assistant in its first message, as required under EU law (AI Act, art. 50), and always offers to put the patient through to someone on the team. Conversations are hosted in the European Union (the language model is a processor in the United States under standard contractual clauses), and the WhatsApp account belongs to your clinic, in its name.

Who it’s for

For physiotherapy, podiatry, osteopathy and other health clinics with a diary per practitioner, session packs and nobody free for the phone while they work. It works the same for a practitioner on their own as for a clinic with several treatment rooms, because each practitioner has their own diary. If you also run group classes, such as clinical Pilates or rehab, those are booked by places, just as they are at an academy.

If you get few messages and answer them at the end of the day without losing anyone, you don’t need it: a good away message and WhatsApp Business quick replies will see you through. If messages pile up between sessions, book a demo. It’s a 30-minute video call and we reply in under 24 working hours. Bring three real conversations from your WhatsApp and we’ll go through them on your own diary; set-up takes three weeks.