Allied health·Ryde, NSW·2025

Harbour Physio

Bookings that don’t die in the lunch-hour voicemail

New patients book the right appointment type without ringing reception

Client

Owner-operated clinic: four physios, one practice manager, and a part-time receptionist. Most patients are local — Top Ryde, Meadowbank, Putney — plus a few WorkCover files.

Engagement

Fixed-scope site and booking build with Priya (practice manager) as day-to-day owner. The principal signed copy and treatment names; we never touched clinical notes.

Duration

6 weeks

Services

Healthcare & wellness

A four-clinician physio on Blaxland Road was losing new patients to practices that took bookings online. We rebuilt the site around real appointment types, wired it to their existing diary, and stopped the front desk from retyping every enquiry.

Clinic site
Bookings
Allied health

Starting point

The old site was a Wix leftover from 2019: one phone number, a stock photo of a spine, and a contact form that landed in a Gmail tab nobody checked on Tuesdays. New patients called during lunch; if the phone rang out they booked the clinic two doors down. Google reviews kept mentioning “couldn’t get through”.

Challenge

The diary already worked. Staff would not adopt a second booking tool. Treatment names on the site had to match what physios actually book — “initial 45” versus “review 30” — or the calendar would fill with the wrong slots.

Approach

We sat at reception for a morning and wrote down every call type. Those became the only bookable services. The site leads with hours, parking, and WorkCover notes before any brand story. Booking deep-links into the existing diary; the contact form is for referrers only. Priya owns publishing — we left a one-page guide for swapping a clinician photo.

Clinic reception desk with a booking screen and treatment rooms beyond

How it ran

Discovery through launch — emphasis changes by client; this is how this one actually went.

1
Discovery
Shadowed reception, listed call types, photographed the street frontage so the site matched how people actually arrive.
2
IA & copy
Sitemap of treatments, fees, and referrers. Principal signed every claim before design polish.
3
Build
Framer templates, diary deep-links, mobile QA on the receptionist’s own phone.
4
Connect
DNS cutover, form tests, confirm a real booking landed in the diary — not just a thank-you screen.
5
Launch
Google Business hours aligned, old Wix redirected, Priya walked through publishing before we left.

What we shipped

Treatment-led site with parking, fees, and WorkCover copy
Bookable appointment types mapped to the existing diary
Referrer form that skips the public booking path
Handover note for hours, bios, and holiday closures

Outcomes

→Reception stopped taking routine booking calls through the lunch break
→New-patient forms arrive with the right appointment type already chosen
→The clinic can update hours and bios without opening a ticket

Stack

Framer (site + treatment pages)
Existing practice diary (no second calendar)
SMS reminders via the diary’s own channel
Cloudflare DNS and caching

Constraints

No new clinical system — diary stays source of truth
AHPRA-safe claims only; no outcome percentages on the site
One training session; no ongoing retainer unless they ask

What actually worked

Matching the site’s appointment names to the diary ended the ‘wrong slot’ arguments. Sitting at the desk for a morning was cheaper than another workshop.

From the room