Social media style communication tools for modern physiotherapy clinics
Delia: Good afternoon and welcome to Wikihospitals. I’d like to introduce you to Hassan Mounzer, the Director of Marketing and Growth at Cliniq Apps.
Hassan Mounzer: Thank you for having me.
Delia: I’d like to start with your work history. What is your background?
Hassan Mounzer: I worked in the energy sector for a while. I hold a mass degree from France. I’m originally Lebanese. I’ve been in Australia for six years and then I started in the health sector about a year ago when I met Hootan Mohseni, who’s the founder of Cliniq Apps.
Delia: So you’ve got an engineering background?
Hassan Mounzer: Yes.
Delia: And then you’ve also got a marketing background?
Hassan Mounzer: That’s correct. I did a full-time MBA at the University of Western Australia. I specialised in management.
Delia: Are you an entrepreneur? Are you individualistic, or are you one of these… technical people?
Hassan Mounzer: That’s a good question! I thought I was a technical guy because we did the engineering. However I found myself not being attracted to that technical part too much.
And when I did my MBA I applied to do consultancy work and they look at me and they said:
“You are an entrepreneur by spirit, so this is not the work for you.”
I was always driven by the challenge, and that’s why every time I joined a business in general even in corporate world, it was about growing it.
As an engineer you’re always driven to find solutions for problems.
Delia: Engineers are really practical people. When was your company first set up?
Hassan Mounzer: The product itself has been developed for many years before the launch in August 2017.
Delia: Hassan, what does the product actually do?
Automating the communication interactions between physiotherapists and patients
Hassan Mounzer: Cliniq Apps gets all the data from the practice management software and basically automate the communication between clinics and patients.
So it’s business to business software, aiming to create a better patient experience, and a better efficiency for the clinic itself. It’s very helpful for managers.
For example, we can create a unique view of the clinic’s performance. And we can also automate the clinic’s communication. This stops the front desk personnel from being overwhelmed with work they have to do manually.
Cliniq apps – patient relationships
Delia: How many patients would the average physio have?
Hassan Mounzer: In general Physio’s see about 2,000 patients a year. We make communicate with them far easier. So for example if you want to do some recalls for patients that you haven’t seen you for three months, you can do that through Cliniq Apps in a click.
And that gives a lot of power to communicate with your patients, based on specific appointment types and health conditions.
Seamless coordination from first appointment to final follow up
Delia: So it works in conjunction with the clinic software that is already being used?
Hassan Mounzer: We are integrated with the three major software products used by Physiotherapists in Australia. Patient data is entered, it goes to the cloud, Cliniq Apps reads it and allows the clinics to say okay, someone has canceled their appointment, send an automated message to rebook.
Delia: How would this be different from the standard practice software which must have some sort of a recall system?
Hassan Mounzer: We optimised the patient experience from the moment they book to the end.
Basically, practice management software is limited in terms of what it can do. It can send reminders and that’s it. A patient calls the front desk personnel, they book appointments and standard practice management software will send out reminders two days before the appointment.
This is where it stops.
Where we come into the picture is, we give a much better experience. Clinics have the capability to send the application form form patients in digital format. The patient can fill it at home, and it automatically goes into the practice management software.
Then you can send patient satisfaction surveys after the appointment, to see ‘how did that go’. Cliniq Apps collects these scores and we give feedback to managers, so they know which practitioner is doing well and which could improve.
But also what we can do, is making a personalised follow up plan.
And this is very important, because then the practice manager can say –
“I want to talk with all the patients that have came to my clinic in the last three months, and have back pain.”
And then, send patients very specific information about conditions that relate to back pain.
Delia: How does the software pick out things like back pain?
Able to perform a text search of medical records to identify key issues and deliver better services
Hassan Mounzer: Very simple. Because we read all the information that is already on the practice management software.
Physiotherapists can literally enter ‘back pain’ in Clinic Apps, and the software will give them a whole bunch of patients that have had this condition written in their treatment notes.
Campaigns can be created to pick up any patients with ‘back pain’ entered into their notes both in the past, and in the future.
So any time someone comes and is assessed as having ‘back pain’, an automated message can be generated.
Keeping patient up to date with education is a very important feature of Clinic Apps. It is also important that the patient feelings that they are being taken care of outside the clinic walls.
Delia: So what you’re saying is your software, it can screen the text of the patient notes.
Hassan Mounzer: Exactly.
Delia: And pick that out?
Hassan Mounzer: Exactly.
Delia: That’s really unusual.
Hassan Mounzer: This is really a very powerful feature and a lot of our customers are using it. They can combine this feature with other search features. For example a physiotherapist can say –
“I want to talk with those who have a lower back pain and a headache.”
They can just pull all this data and begin to create automatic messaging to this group of people.
Delia: So there’s a number of search fields that they can be used?
Able to search, sort and tag any patient records
Hassan Mounzer: People can search for whatever is in the treatment note is. They can use acronyms common in the industry and they can use hashtags created by the clinic. This is an important feature of Cliniq Apps.
Delia: So for example a physiotherapist could enter I want to recall all the patients of a certain age in a certain area with a certain condition.
Hassan Mounzer: The Clinic Apps system has four main filters. One is based on demographics, for example people’s age and gender. Another is based on appointment types, time, dates. Other filters include the text from notes, and tags.
The pre-built customer satisfaction rating in our system is based on the net promoter score. This is the best practice rating system right now. It helps staff understand the percentage of their patients that are satisfied with their service.
Delia: Supposing I’m working in a clinic, and we have created our own special in-house tags. Are you able to include these in the software?
Keeping in touch with patients via SMS, email or even, old fashioned letters
Hassan Mounzer: Yes. The patient data is entered to the practice software, it sync’s to the cloud, Clinic Apps pull off this data and can send immediately start sending messages to patients, via SMS or an email. We can even print and post out letters.
Delia: So the clinic software is used at the clinic level, and your software accesses this data via the cloud? And your software enables the people in the clinic to use social media-style follow up segmentation of all of their patients?
Hassan Mounzer: We want to make the front desk workload more manageable.
If someone does not show up to their appointment, the system can automatically generate an SMS fiveteen minutes later to remind them to rebook, and then an email later, say in a couple of hours.
This will take completely the job off the front desk personnel. And it’s such flexible software that they can manage it in the way they want.
Delia: It also enables the practitioners to drill down with far more depth and detail who their clients actually are. That’s one of the problems in healthcare. We don’t really analyse who our patients are.
Hassan Mounzer: For example podiatrists, if they want to remind their patients that the products they bought needs to be updated after six months, they can use the treatment notes and they say –
“Orthotics device, six months after the appointment, please remind them to renew or to come back to the clinic to check on them.”
This brings an element of care to patients, without extra effort on the part of clinical staff.
Allowing physiotherapists to easily give targeted, personal and relevant care
Delia: Is this software just for the individual clinicians or is it for the practice manager?
Hassan Mounzer: It was designed for practice managers. Obviously when you’re a sole practitioner, you are the one doing everything.
We have some sole practitioners and we some managers who maintain 64 locations with hundreds of clinicians.
Delia: Supposing the clinician is not a very tech-savvy person. Is this complicated to use?
Hassan Mounzer: Not at all. Right now we are integrated with Cliniko, CorePlus and Nookal. All the people that are using these systems will find our software very, very easy.
We provide a free demo to explain how the system works. The software comes with a lot of features, we hand hold them if you want at the beginning, to help them get the most out of it.
We also have an education webpage that has more than a hundred articles as well as videos.
And there’s something very important I need to say. Every campaign that is created, gives managers the opportunity to see the performance of their staff.
They will be able to find out how many people have booked since each campaign has commenced, how many patients have been seen, how many appointments have been made and the average money that has been generated for the practice.
Helping clinics make more money while providing a much more personal service
“We have seen people making $10,000 from our campaigns and we have also seen people making $100,000.”
It’s depending how effectively people write content and stay in touch with their customers. And the building of that communication is very important to keep good relationships.
Delia: It sounds like modern technology coming into the very old-fashioned health industry!
Hassan Mounza: Absolutely. And the care that health professionals give patients should not just be what goes on between your clinic walls.
You need to show that care beyond that. Because the front desk are always very busy.
They just don’t have time to say, “Hey Delia, how have you been?”
It’s simple as that.
Delia: You’re dealing with medical records. Do you have proper privacy and security regulations put in place?
Hassan Mounzer: Sure. We would not be able to integrate with these big clinic software packages if we didn’t have proper security. All our data, it’s encrypted and we do comply for all the privacy regulations of the European Union.
While we have customers in Australia, our biggest customer is in the UK so we already comply with the European Union’s General Data Protection Regulation.
Delia: So people are allowed to take control of their own data?
Hassan Mounzer: Absolutely. People can delete their own data under the right to be forgotten regulations. The European are always leading in the data security and we definitely comply to this.
Hassan Mounzer: Doctors would definitely be people who could benefiting from this technology.
“When was the last time a GP asked you how are you travelling?”
Hassan Mounzer: The patient experience should not be just at the reception desk or when you are in the clinic. And if the technology can come and make life easier for health care staff, that’s great. And as a patient, you will feed more appreciated, and then you will want to know more about your own condition.
Delia: And there can be more accurate followup.
What happens now, is people just tend to get lost all through the system. The reason is we don’t collects and analyse the data as they pass through.
Data is centralised for clinic managers to monitor all their staffs outcomes
Hassan Mounzer: One thing I didn’t say, we provide a powerful dashboard for managers that gives them all they need to know about the performance of the clinic. So they can find out how their profits are going, in terms of trends How many appointments each practitioner has and what are their retention rates?
And this is important as the managers for clinics to know who is performing and who’s not.
We provide the utilisation rate, so managers can see hours worked, patients seen, cancellation rates and satisfaction scores.
Every fifteen minutes the system is updated so managers can see their live data.
Delia: So managers can monitor their own staff?
Hassan Mounzer: Absolutely. And this is the real power of Cliniq Apps, the managers can monitor the clinics patient’s experience.
This means they can make their business more efficient, more friendly for the patient and keep everything running smoothly.
Delia: That’s definitely a modern approach to healthcare, I like it. What is your customers’ feedback so far?
Hassan Mounzer: People are loving this software. We have been growing quickly and all of that is organic. Our advertising is word of mouth. We have a personal relationship with our customers. If they don’t like our software they can cancel anytime, it’s subscription-based.
“We love creating value and our support team has an amazing contribution to this. This is what we thrive as a company and as a market.”
Delia: Where do you see yourself and where do you see your company in five years’ time?
Hassan Mounzer: That’s a good question!
Anything that could help automate or make the patient experience better, we want to be a part of that.
Delia: What I can see is that you can analyse and segment the patients. So you can really allow the clinical staff to take more control of their patients.
Hassan Mounzer: You can create a group with the perimeters of ‘back pain’, seeing a specific physiotherapist, under the age of forty, and living in a certain area. You can send them messages to say ‘how your back pain doing?’ and please read this article. Education is an important part of Cliniq Apps.
So from now on, anyone that satisfies this filter, will fall into this group and begin receive these messages.
And also our system can send letters.
So if customers don’t like electronic communication, we will print and post these letters on your behalf. Receiving a letter is important. It’s personal and some people will feel –
“Wow, this is an amazing experience that my clinic is providing”
Delia: Are you financially successful as a company?
Hassan Mounzer: Absolutely. In the beginning it was a struggle. That’s part of being a startup!
Delia: It is.
Hassan Mounzer: But so far so good. It’s been an amazing journey. People support us through a lot of pain that we went through, and many ups and downs. We have very loyal clients and we really appreciate them being here with us on this journey.
We want to create more features in the future. As entrepreneurs we want to solve problems. We are developing solutions to solve problems specifically in the money collecting side.
Delia: That’s a big issue, the financial arrangements of healthcare are just as complicated as all the rest of the system.
Hassan, this just sounds like the modern world coming to healthcare and we can’t wait for you to come to general medical practice.
Hassan Mounzer: I hope we’re going to do this very soon. Thank you very much for this, really appreciate it.
Delia: Thank you for speaking to Wikihospitals.
Hassan Mounzer: Thank you.
© Wikihospitals June 2018