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Conversation OS for clinics and front desk

The physio slot went empty. The care episode did not — because this is a front desk, not a chart.

Willow Lane Clinic is a neighbourhood practice: GP mornings, physio afternoons, a small diagnostics room. VartaDesk holds appointments and care episodes for follow-up dates. Diagnoses and prescriptions stay in the clinical system. That boundary is the story.

Illustrated walkthrough of the pack — not a named customer case study.

Firm
Willow Lane Clinic
Neighbourhood clinic, illustrated walkthrough — CRM, not EMR
Where
A side street in Utrecht
Four clinicians, two front-desk, ~90 appointments a week
A clinic corridor with reception in the distance

Morning list · front desk — not a chart

  1. 09:00

    A. Ndiaye

    GP

    Confirmed

  2. 10:15

    J. Vermeer

    Physio

    No-show

  3. 11:00

    M. Costa

    Diagnostics

    Checked in

  4. 14:30

    Open

    Physio

    —

“I need to know who is coming at 10:15 and whether they confirmed. I should not see a diagnosis in this inbox.”

Sofia Berg, Front desk

Wednesday 08:05. The waiting-room lights are still cold. Two confirmations have not come back. A care episode titled “Physio block — week 3” has a next follow-up of today. No clinical note is in VartaDesk.

Records on the person

Patient Journey — New enquiry → Appointment booked → Visited → Follow-up due → In care (or No-show / lost)

  • Appointment

    10:15 · Physio · Follow-up · Booked, not yet Confirmed

  • Care episode

    Physio block — week 3 · Open · next follow-up today · front-desk notes only

  • Patient fields

    Age group 18-40 · Payer Insurance · preferred slot Morning

Role the pack adds: Front Desk

The thread

AI answers what the pack knows. A human takes the same conversation when it needs judgement.

Jonas Vermeer

WhatsApp · same thread

Can I keep 10:15 physio? I might be 10 minutes late.

AI

Your appointment is Booked for 10:15 (Physio, follow-up). Please arrive as close to time as you can. Reply 1 to confirm.
1

Human

Sofia at the desk — confirmed. We will not put clinical notes on this chat. If you need to reschedule, reply here.

That day

  1. 08:05

    The morning list

    Department chips: GP, Physio, Diagnostics. Sofia confirms; she does not open a chart in this product.

  2. 10:20

    No-show

    Jonas did not arrive. Status No-show. The care episode stays Open with a new next follow-up — the abandoned analogue is the empty slot, not a missing diagnosis.

  3. 13:00

    Report review, still no EMR

    Diagnostics “report review” visits get a reminder to bring ID. Results themselves are not stored here.

  4. 16:45

    Follow-up due

    Episodes with next follow-up today and no Booked appointment get one WhatsApp. Corporate payer vs self is on the person for the front desk, not for clinical coding.

AI, journeys, campaigns

AI chatbot

Willow desk

Hours, department, slot type (new consult / follow-up). It refuses symptoms and medication questions.

“Have you got a physio morning slot?” → times. “What is wrong with my knee?” → please call the desk / clinician.

Journeys

  • Confirm tomorrow

    Appointment Booked, visit within 24h

    WhatsApp confirm. SMS if they never use WhatsApp.

  • No-show recapture

    Status No-show, episode still Open

    One recast offer on preferred slot. Then stop.

  • Follow-up due

    Care episode next follow-up is today, no Booked visit

    Reminder. Human takeover if they ask clinical questions.

Campaigns & newsletters

  • Morning GP capacity

    SMS

    Preferred slot Morning, no appointment this week

  • Insurance recert window

    Email

    Payer Insurance, episode On hold — no clinical detail

  • Missed physio block

    WhatsApp

    Department Physio, status No-show last 14 days

Empty chair — booked, then no-show

What they almost lost

The slot was theirs. Status became No-show. The care episode is still Open. That empty chair is the clinic’s abandoned cart. Nothing clinical is required to recover it.

One recast message, then a human. Repeated clinical chasing does not belong in this CRM.

Win-back · then scale

Lost customers, then mid-market

No-show / lost pipeline, and Open episodes whose follow-up date slipped

Win-back is a new Booked slot on the same episode title (front-desk language). As they add a second site, they watch no-show rate and time-to-rebook — operations metrics, not clinical outcomes in this tool.

A small clinic fills holes in the morning list. A group practice uses the same appointments object to see which site leaks follow-ups.

Small now: Two people on a desk phone, paper diary.

Next: Confirmations, no-show journeys, two departments — still not an EMR.

A calm waiting area
A clinician speaking with someone at a desk

Front-desk CRM only. Do not store diagnoses, prescriptions or results here. Age group, payer and slot — not a medical record.

Other industries — different days

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