Prescription expired? Exercise forgotten? Superchat reminds gently.
Physiotherapy practices live from prescriptions and therapy adherence. We keep your patients moving and give reception room to breathe.
Three pain points we hear every day.
Prescription tracking manual
The 6 sessions are done. Is the prescription renewed? Who calls whom?
Home exercises not done
Therapy success hangs on home exercises. Reminder SMS are outdated.
Reception under pressure
Appointment shifts, prescription questions, billing topics: all analogue.
How we solve it with Superchat.
Prescription tracker
Before the last session, automatic "please request a new prescription", so the patient reminds the doctor.
Exercise reminder
3× per week a short WhatsApp: "Did you do your exercises?" with answer buttons.
Appointment shift via chat
Patient shifts appointment themselves, and the slot goes automatically to the waitlist.
In a physio practice the calendar decides the revenue
A physiotherapy practice lives on two things: a full calendar and patients who finish their course of treatment. Both break at the same points. An appointment drops out at short notice and stays empty, or the prescription runs out before anyone prompts the follow-up with the doctor.
Reception notices last, because it is already busy between the phone, the door and billing. A cancellation in the morning can still be refilled if the waiting list is reached immediately. Two hours later the slot is gone.
So we build three tracks: a reminder before the appointment, automatic refilling from the waiting list on cancellations, and a prompt when the course of treatment is running out. All through the channel patients already use.
This sector processes health data. That does not put a messenger out of bounds, but it does mean the content must stay strictly limited: appointments yes, diagnoses no. The setup has to enforce that separation rather than relying on good intentions in a busy day.
How we connect a practice
- Review, about an hour We look at the no-show rate, how the waiting list is handled, and the routes patients use to cancel today. Usually the answering machine is the biggest loss point.
- Set up the channel, one to two days WhatsApp through the official Business Platform, plus phone notes and email in one inbox for reception.
- Set up the appointment track Confirmation on booking, reminder the day before, cancellation with one tap. A cancellation immediately offers the slot to the waiting list.
- Set up the prescription prompt Before the last session of a course, a prompt goes out that a follow-up prescription may be needed, asking the patient to book the doctor's appointment in time.
- Training and operation, about two hours Reception learns the inbox in daily work. After that we keep running it or hand it over completely.
Health data calls for tighter rules
- Special categories under Article 9 GDPR
- Diagnoses, findings and therapy content are special categories of personal data. They do not belong in a messenger. Appointment logistics are a different matter and can be handled properly when the content stays narrow.
- The channel has to enforce the separation
- Templates without medical content, a clear statement to patients, and a standard reply that brings clinical questions back into the practice. Do not rely on everyone getting it right on a hectic day.
- Processing agreement and privacy notice
- An Article 28 GDPR agreement with the provider, the channel named in the privacy notice, and patients who know what they are getting into when they write.
- Marketing is more tightly regulated in healthcare
- Alongside consent under Section 7 of the Unfair Competition Act, advertising claims are limited by the German Healthcare Advertising Act. Appointment reminders within an ongoing course of treatment are unaffected; campaigns and offers are not.
These points are a practical assessment from setting up such channels, not legal advice. Where health data is involved we expressly recommend agreeing the setup with your data protection officer before the channel goes live.
What we actually build for Physiotherapy.
- Prescription contingent tracker
- Exercise reminder with answer buttons
- Appointment shift flow
- Feedback request after last session
Questions Physiotherapy businesses often ask.
Can I send exercise videos?
Yes, Superchat accepts video attachments. You can store 10 to 20 exercise videos once and retrieve by keyword.
Is the prescription reminder data-protection-compliant?
Yes, as long as the patient has explicitly consented. The consent flow is part of the setup.
Are we allowed to message patients on WhatsApp at all?
For appointment logistics yes, provided access runs through the official Business Platform, a processing agreement is in place and patients are informed. For diagnoses and findings no, those are special categories under Article 9 GDPR and belong in the practice or a secured portal.
What does refilling from the waiting list achieve?
It depends on how many patients can come at short notice. Realistically a share of same-day cancellations gets refilled instead of being lost entirely. How much that is for you shows up in your own no-show rate within a few weeks.
Does the system remind patients about home exercises?
On request yes, as a short message without medical content, for example a reminder about the agreed exercise programme. What is practised stays a conversation in the practice and is not written in the chat.
What if a patient writes about symptoms in the chat?
You cannot prevent it, which is why a standard reply belongs in the setup, politely pointing back to the practice. What matters is that such messages are not discussed further in the chat and not stored there permanently.
30-minute check for Physiotherapy businesses.
We review your current setup and tell you honestly whether Superchat fits, which flows bring the most value, and what it costs, including Meta fee clarification.
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