Clinics provide health services directly to consumers.

Some key business processes

1. Specialists provide services

   1. They normally have a calendar of attendance

   2. They may price their services differently to others with the same speciality

   3. They may not offer all services offered by others with the same speciality

   4. They may

      1. Pay rent for room space regardless of bookings

      2. Pay a % of what they invoice to customers

      3. Get paid when they complete a service

   5. They will have a “Healthcare Provider Number” on their person

2. Customers purchase services

Customers shopping on the Web

Customers may already be logged in

• In this case we know who they are

• In this case we may already have the ability to take cc payment (via eway)

Customers may not have logged in yet (Guest) and a login is created on payment

Shopping

Landing Page

Gift vouchers ($ Value)

Bulk Buys

Bundles of services and or products

Buying Products

All products will by default be listed. To hide set “Shopping Cart Status” to “Hidden”

Booking Appointments Wizard

Select the Therapies you would like to book

Then choose from available Sessions

Review summary of sessions chosen before checkout

Customer Surveys pre-visit

When a Therapy Session has been booked that requires a pre-visit survey then the customer will get an email with a link to the survey

If the survey includes a waiver then confirmation must be selected before any questions can be answered

If the survey requires a signature then a web based signature panel must be completed (can use touch screen like phone or computer or can use mouse).

When the survey is filled in - it takes a copy of the current survey definition then captures the answers and holds the questions and answers on the session and provides visibility to the therapist.

Venue Dashboard

The Venue Dashboard covers all rooms / Practitioners for the day

• Right click on any session to

  • mark arrived (will change to yellow)

  • Take payment (opens in POS so can add any other sales)

  • Open session

    • to move - lists available future times

    • review - can update any details, re-send surveys, flag as problem

    • cancel - with or without penalty using rules

Badges indicate first time attendees, friends of the clinic, overdue amounts, problem flags and other items

New Bookings can be made via the calendar - right click (future time and date) to create a booking with the therapist in the room

Therapist Rostered shifts

Practitioners have regular schedules that can be updated for changes on an individual day (earlier/later start, earlier/later finish, no show / swaps, gaps).

Open any shift to update as required

Practitioners can do make changes from their portal

Customer Surveys

Link a service to a service

Service - Advanced tab - Survey Dropdown - select the appropriate survey and Save

An email will be sent for the booking and for the survey if a survey is linked to that service

Click on the link to enter the answers to the survey questions

Questions can be viewed one at a time (above) or as a single page list (below)

Enter the answers to questions and comments

Click on Done and the answers will be updated for this booking

Point of Sale (POS)

First page is to Find / create the customer

Then uses the same processes as the customer on the web above.

1. Add

   1. services and choose dates

   2. products (indicate mail out or pickup )

   3. bulk buys

   4. Bundles

2. Checkout payment

   1. Any credit notes

   2. Health Fund Membership for claim attempt

   3. On file credit cards (via Eway)

   4. Physically present cards (via Tyro)

Booking Sessions via the POS

Passive Services (room only)

1. Select a service

2. Choose a date

   1. If other services in the cart have a date it will default

   2. if the time is significantly different to other bookings same date will alert user

   3. If a qualification survey is required (Type Appointment Qualification)

3. Added to the cart

4. Deposit Amount shows

Active Services (Therapist Required)

Active Services

1. Require selection of a Therapist to determine possible dates

2. Pricing may vary by level of therapist if pricing by level is setup

3. otherwise same as passive

Therapy Packs (Bulk Buys)

If A pack is the same service as a pack in the cart then the deposit is not active for that service

1. purchase a sauna (deposit shows)

2. Add a pack of 5 > deposit is removed from other Sauna item in the pos

Bundles (Different Services as a bundle)

Bundles when added explode to see the services that have been added

• Bundle has the revenue in the POS

• Services do not have separate prices in the POS

Customers Bundles use

1. Once a bundle has been purchased - they are listed on the person

   1. Bundle, purchased, used, Date purchased, expiry date

Booking Wizard

Booking Wizard goes through

1. Selection of an area / Areas

2. Selection of a therapist (if required)

   1. Therapists may have different price levels

3. Selection of a date

4. Tick “book another date” > adds another booking to the Wizard

Customer Receipt

A4 emailed receipt

Header information to include ref#, customer name, date and time, clinic address, person who served them etc.

POS receipt layout

Also used for layout on phone

Setups Required

Services Sold

• Services can require a Therapist

• Services can require a room

• Services can imply a certification requirement

• “Featured” services will list in the most popular services lists

Sequence of the services to be scheduled will use the Category Sequence Number (no sequence numbers will be last)

Services Pricing

Deposit % is a global setting on Host Company

Packs

Can sell “Packs” at discounted prices based on a Quantity with expiry months - examples

• 2 pack must be used in 2 months

• 5 pack must be used in 4 months

Bundles

Bundles are Packs of multiple services and come with expiry months

Memberships are Recurring bundles

HiCaps Code

Service Billing code is passed to Hicaps

Surveys

Surveys are groups of questions with a pre-amble.

Surveys are filled in by customers prior to treatment (Type = Appointment Assessment) or by the clinician during the visit (Type = Therapy).

The Preamble is an introduction of the overall survey

Commonly used as a Waiver and the customer is required to accept in order to respond to following questions

The survey is built up from sets of questions

They can be renamed as sections in the survey, and sequenced.

Sets of Questions

Questions are setup in sets that can be used across many surveys

Questions may be multi or single select, ranges, numerical, text, mandatory or optional, scored and the results can be merged into a printable result document if required.

Question Special Type : Appointment (Qualification ) > before an appointment

1. eg - services where the customer must confirm they are not pregnant

Question Special Type : Appointment (Assessments) > during or after an appointment

1. May be a number of questions

2. Note - some question sets may have been answered in a previous session and allowed not to be repeated.

Venues and rooms

The Venue is of type Clinic and rooms that support Therapy are of type Therapy.

A venue has a number of Areas (Rooms)

• The areas have types (Therapy room or Reception)

Room Certificates

Some require a certificate and may have notes

Certificates can be linked to Therapists, Services and Rooms. When linked to a room then it indicates that any service that requires that certificate can be done in that room. Generally this link is only used if the room is a dedicated room.

Can Rent Flag

If the Therapy Room is ticked as “Can Rent” then it will appear as one of the rentable spaces in the Renters section.

To add an Area (Room) - click on + beside Areas

Enter Name and select Type and enter Notes and select Certificate if applicable and click on Save Area

To Edit an Area (Room) - double click on an Area

It will populate on RHS where you can edit the information

Alter Name , select Type of room , alter the notes , select another certificate (or none) and click on Save Area

Payments to Therapists and Admin Staff

Commissions calculations are based on

1. Therapist that carried out the session

   1. Room Renters tend to get close to 100% (reduced by cost of credit card transactions etc)

   2. Others may be a $ figure per session or a lower percentage

2. Sales Person on the original booking of the session

   1. Normally therapists are not the sales person on the booking

Commission is only earned after the session has been completed

1. Commission plans may include deposits forfeited by customers

Commission plans are linked to a Supplier

The supplier is paid based on actual completed sessions and on actual product sales made

Examples

An individual therapist employed by the clinic

An individual therapist that provides subcontractors

A company that provides therapists

Example Front of House Concierge Staff

Room Renters

Room Rent

Rooms can only be rented by ABN holders (the list populates on entry of some letters from the renters name).

The rent is entered as an exGST value as below

1. Select the days the rent covers

2. Select the start and end hours

3. Enter the rent amount

4. Enter a description to be put onto the invoice line (if the default text is to be replaced)

5. Note that the discount will create a seperate related line

discount lines text “Discount” + “%” + “Text from related line” + “Day ticked”

Non-rent invoice lines

Room renters may be asked to pay for non rent components.

These can be defined on a Journal Template and will be added to the weekly invoice when it is generated

Therapist

A Therapist is

1. An employee ( must have a Title)

2. The linked Person must have a certificate of type “Therapy”

3. Employee will need a role of “Therapist” to enable login to the Therapist Portal

Certificates - Admin - Community - Certificate and SOP Definitions

If a service can only be offered by qualified Therapists

Define the certificate

1. Link to People

2. Type Therapy

3. Implies Therapist

Then the certificate is

1. linked to the Therapists that can perform the services

2. Linked to the services

   1. The Service will also have “Person / Therapist is required” ticked on

If the Pricing varies by level of therapist (Apprentice to Master)

Note that the certificate level for a Therapist only needs a level if the service pricing varies by level

1. Apprentice (Tag A)

2. Junior ( Tag J)

3. Senior (Tag S)

4. Master (Tag M)

Price lists are then used to define the prices for the different levels

Define a price list for each level (including the relevant tag and tick Services)

Then the price can be set for this price list on any service

1. The wizard will then indicate there is a range of prices available

2. the price will replace the RRP in the wizard for a Therapist who has the required certificate for service at that level

If a service does not have a therapist and can only be offered in particular rooms

Define the certificate

1. Linked to Services

2. Type Therapy

3. Implies (not required)

The certificate is then

1. linked to the room

2. linked to services that can be done in that room

   1. Note the service will have “Room Location is required” ticked on

The booking wizard will only offer availability of these services if a certified room is available

Master List of Certificates

To add a Certificate - click on Certificate and SOP Definitions

From Properties - enter Name , Applies to (People or Services) , Category (Therapy or Admin) , Implies and Save

1. Category “Therapist” is required for all Therapy related certificates

2. Implies “Therapist” is required if the certificate applies to “People” and is to be used to limit who can offer particular services.

Certifiers can be added if certificates are provided by external organisations and you want to track where each person was trained.

Certificates linked to people

Bring up an employee you want to link to a certificate

Click on the Person - Person Details

Click on Certificate tab

Select the Certificate to link from the dropdown

Tick Can Teach (if they can teach) , enter a certificate number if applicable and Save Training

A person can have more than one Certificate

Expiring Certificate Management

There is a centralised expiring certificates report

Services - Admin - Services - Services

Add a Service

On the General tab - Clear

Enter Item Code , Name Style , select Category , Special Type - Therapy , Buy/Sell - select Sell , Duration in minutes , RRP and Save

Extended Attributes - Therapies / Rostering / Scheduling

Select Certificate

Tick - Person/therapist is required (if applicable)

Tick - Room/locations is required (if applicable)

Save

Some Services are passive in that only a room is required

Other Services are active in that only a person/therapist is required

Some Services will require a room and a person/therapist

Therapy Guest Role

Add Therapy Guest Role to Debtor Relation

Credit Card Processing Secure Feature

Customers who login can enter credit card details and make payments.

In order to enable this the role they are using needs to have “Credit Card Processing” added.

Rosters

Rosters are for Roles in Rooms

• Date

• Times

• Person

• Room

Specialists have Roster Patterns

Setting up roster patterns

An individual may have multiple roster patterns

examples

1. PersonA Therapist Availability

   1. PersonA has the same pattern Mon to Friday (Tuesday and Thursday only)

   2. PersonA has one pattern for WeekendsA and one for WeekendsB (as they only work Saturdays every 2 weeks)

2. Passive Therapies - eg Sauna (no therapist required) - common to setup rosters 12 months in advance

   1. Do have a room

   2. Do not have a person

3. Semi Active Therapy - eg Cryo (no therapist with you but needs supervision)

   1. Require both a person and a room

4. Active Therapy - common to have rosters setup 4 months to 12 months advance

   1. Require both a person and a room

Manual Therapists

Using Roster Patterns

Roster Patterns Create Rosters

1. Can clear all

2. Can clear a day

The Money Flow

Customers include

1. Individuals booking sessions for themselves or others, purchasing products or gift cards

2. Companies purchasing memberships for their individuals

There are a couple of fundamental points to make

1. Some therapists are employees

2. Some therapists are visitors that pay rent

3. Some therapists are visitors that pay rent and a % of their income

4. All therapists only earn when they deliver the service

Sales include

1. Sales of products > money is earned when the products ship

   1. Immediately when in store > DPP (Vs payment method)

   2. When shipped / picked up if on the web

      1. Deposit collected when online > DPP line to sales deposit account (vs bank)

      2. Invoice created on shipping or pickup and payment allocated (vs bank and/OR sales deposit account)

2. Sales of Therapies

   1. Deposit is non refundable - and hence earned as it is sold

      1. DPP for amount of deposit to Sales deposit account (vs Bank)

   2. Bundle payment is not earned until expiry date

      1. Payment collected and allocated to Sales deposit account (Vs Bank)

      2. On expiry date > amount moved to revenue account (expired bundles) - need a monthly process here

   3. Therapy delivered

      1. Value of therapy to revenue account (DPP vs Bank / deposit account)

         1. Some or all of the payment may be from deposit account (if deposit paid or part of a bundle)

         2. Some products may be prescribed during the session

   4. Payment to Therapists

      1. Based on therapies delivered if % or $ value

      2. Calculation of amount to pay less room rentals over a period (CPP RCTI) if relevent

      3. Commission on prescribed products (prescribed during the session)

Summary of Journals Created

Screenshots of example Journals

Customer pays in advance for some of the session

Customer deposit (50%) for a therapy ($140)

No GST is involved as the sale has not yet happened - DPP

Customer attends then pays the balance of the therapy

GST is now collected as the sale has now happened - DPP

Customer misses the session and loses deposit

Where the customer misses their session revenue needs to be recorded as DPP

Customer misses the session and gets a full refund

The Deposit needs to be refunded - a refundable credit note is created

• The refundable amount will have a -ve sequence number on the journal line

This will now list in the POS when the customer is found on the Payment page under “List Vouchers/Credits” so the credit can be applied or refunded

Customer misses the session and gets a partial refund

As above with a revenue line reducing the amount the customer gets as a credit

Deposit Expires

Customer Credit of Deposit - return funds to customer

Customer pays 100% deposit prior to session

Payment of the Therapist (Therapy less rent)

Money Flow Diagram