Case study · Peak Performance Physio
How a Multi-Site Allied Health Practice Cut No-Shows by 35%
An allied health group deployed patient coordination VAs across three clinics — reducing no-shows, improving follow-up, and freeing clinicians for care.
35%
No-show reduction
90%
Referral follow-up
45 min
Daily clinician time saved
3
Clinics supported
At a glance
Challenge, solution, and results
Challenge
Peak Performance Physio's front desk was overwhelmed across three Sydney locations. No-show rates hit 18%, referral follow-ups were missed, and clinicians were answering phones between patients.
Solution
Apex Admins placed two patient coordination VAs managing scheduling, reminders, referral tracking, and enquiry response — integrated with Cliniko across all sites.
35% reduction in no-shows, 90% referral follow-up rate, and clinicians saved 45 minutes daily on admin per site.
The story
How Peak Performance Physio scaled with remote talent
Peak Performance Physio had grown to three clinics but patient coordination hadn't scaled. Reception staff were stretched thin, and after-hours enquiries went unanswered until the next business day.
Practice manager Lisa Nguyen engaged Apex Admins for dedicated coordination support — not clinical staff, but professionals trained in healthcare admin workflows and patient communication standards.
Two VAs managed Cliniko scheduling across all locations: appointment reminders via SMS, waitlist management, referral follow-ups, and new patient enquiry response — all during extended AEST hours.
No-show rates dropped from 18% to under 12% within 60 days. Referral follow-up compliance reached 90%. Clinicians reported 45 minutes more patient-facing time daily.
"Our patients get faster responses and our physios get more time with patients. It's transformed how we operate across all three sites."
Key takeaways
- Healthcare admin is non-clinical but mission-critical
- Multi-site practices benefit from centralised coordination
- Reminder systems directly impact revenue
- Cliniko/practice software experience matters
Timeline
How it unfolded
The key phases from first conversation to a working remote team.
-
1
Week 1
Cliniko audit, workflow mapping, VA shortlist.
-
2
Week 2
VAs onboarded across three clinic schedules.
-
3
Month 2
No-show rate trending down; referral follow-ups automated.
-
4
Month 3
35% no-show reduction confirmed across sites.
Talent deployed
Roles Peak Performance Physio hired
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