# An intake as the manager of a physiotherapy clinic would fill it in.
business: Bakken Fysioterapi
contact: { name: Marit Bakken, email: marit@bakkenfysio.example }
language: en

what_we_do: >
  Six physiotherapists and a receptionist. People come to us with
  pain, injuries and after operations; we assess them and treat them
  over a course of sessions. Some come on their own, some are sent by
  a GP or a hospital, and some have insurance that pays if the insurer
  approves the course first.

who_comes_to_us: >
  People with something that hurts who want to see the right
  therapist. Patients who already have a time and need to move or
  drop it. GPs and hospital wards sending us someone, who want to
  hear how it went. Insurers, through us, when a course has to be
  approved before it starts.

what_we_keep_track_of: >
  Requests for a first appointment: they come in, we offer a time with
  a therapist who suits, and it is either booked or they go elsewhere.
  Cancellations: someone can't come; we either find them a new time or
  give the slot to someone waiting.
  Referrals: a doctor sends someone, we accept it, book them in, treat
  them, and send the doctor a report at the end. Sometimes we send it
  back because it isn't something we treat.
  Insurance approvals: for some patients we have to ask the insurer
  before we start; we send the request and it comes back approved or
  refused.
  No-shows: someone doesn't turn up and doesn't call. The receptionist
  rings them and either rebooks or, after a couple of times, closes it.

who_is_involved: >
  The receptionist handles every request, cancellation, referral and
  approval. The therapists treat and write the report back to the
  doctor, and they are the ones who notice a no-show.

what_slows_us_down: >
  Referrals, cancellations and insurance approvals all go through one
  inbox that only the receptionist understands. Therapists tell her
  about no-shows in the corridor and they get forgotten.