How a physiotherapy clinic stopped losing out-of-hours new patients
A physiotherapy clinic in Bristol employs three practitioners and runs roughly 180 appointments per week at full capacity. The clinic typically operated at around 85 to 90 percent occupancy, with available slots concentrated in the early morning and late afternoon. New patient enquiries were arriving at a rate of about 54 per month across the phone, the clinic website, and Instagram DMs.
During working hours, which ran from 9am to 6pm Monday to Friday, reception handled enquiries directly. Outside those hours, calls went to voicemail and DMs went unanswered. Of the 33 enquiries that arrived in-hours, 60 percent converted to a booked assessment, producing 20 new patients. The 21 out-of-hours enquiries received a response the following working day, by which point a proportion had already booked elsewhere. Their conversion rate was 18 percent, producing four new patients. In total, the clinic was onboarding 24 new patients per month, generating £6,960 in new patient revenue at an average course value of £290.
An AI was then connected to all enquiry channels. It responded to every message within 60 seconds, offered available assessment times, answered standard questions about pricing and what to bring, and confirmed bookings directly. Human contact at the assessment stage was unchanged.
Across all 54 monthly enquiries, the conversion rate settled at 51 percent. That figure sits between the previous in-hours rate of 60 percent and the out-of-hours rate of 18 percent, because the broader pool included more exploratory contacts that had previously never received a response at all. Twenty-eight new patients per month instead of 24. Monthly new patient revenue moved to £8,120.
Four additional patients per month. £1,160 in additional monthly revenue. Annually, £13,920. The early morning and late afternoon slots that had been consistently sitting empty were the first to fill, because out-of-hours enquiries were booking directly into them overnight.
If new patient enquiries are sitting unanswered outside your working hours, book a free discovery call with EveryCatch and we will show you how a 24/7 AI booking setup works in a practice or clinic environment.
