AI for medical practices · Physiotherapists
An AI receptionist for a physiotherapy practice.
IndunAI is an AI receptionist for physiotherapists in South Africa. It answers your patients on WhatsApp and your website at any hour, books assessments and follow-up sessions into the right physio's diary, moves a session in the same chat, sends your forms and reminders, and answers medical aid questions from what your practice has told it. It says it is an AI in its first message and is designed never to give clinical advice.
Nothing to sign up for. The live medical demo is a fictional general practice rather than a physio one, but the booking engine, the forms and the server checks are the ones your practice would get. Book an appointment, then move it, and watch the diary change beside the chat.
online, replies in seconds
Hi, can I move Thursday's session? Something came up at work18:06
Of course. That's your session on Thursday at 10:30 with Lerato. Which day would suit you instead?18:06
Friday if she has anything18:07
Lerato has Friday 08:00 or 14:30. Which would you like?18:07
Friday 14:30Done: your session is now Friday 14:30 with Lerato, and you'll get a reminder before it.18:07
An illustration, picked up after the practice's AI notice. The session named is the patient's own booking, and the times come from that physio's diary.
Sessions
Courses of sessions and rebooking.
Physio is rarely one visit. An assessment turns into four or six sessions, and the diary fills from the same patients week after week. That makes everything around the booking, moving it, reminding about it and keeping the same physio, matter more than the first booking itself. One thing to know first: there is no course or package in the diary. Each session is its own booking, and the rest of this section is how that stays easy.
The next session, in the same chat
A patient can book the next session straight after the last one, in a few taps, from the physio's real diary. The confirmation says what the session costs and how long it takes, and each session gets its own reminders at the hours the practice chose.
The same physio each time
A returning patient is booked with the physio they usually see. If that physio cannot take the time asked for, the patient is offered the choice: that time with a colleague, or one of their own physio's free times. A patient who asks for somebody by name gets that physio or an honest no.
Moving a session is a message
A patient moves or cancels in the same chat. The assistant names the session it is about to change before it changes it, a moved session stays with the same physio where they are free, and only the patient's own booking can be changed: the server checks who it belongs to.
The desk can plan the course
Where the practice would rather book the whole course at the first visit, the desk puts each session on the Diary board from a list of times the server works out for that service, with the patient's number. Each one is reminded just like a session the patient booked in the chat.
A nudge for patients who drift off
Where the practice switches it on, the dashboard drafts a "shall we book your next one?" message for patients whose last session is older than the gap you choose and who have nothing booked. Somebody at the practice presses Send. On WhatsApp it only reaches a patient who has written in the last 24 hours, because that is Meta's rule for ordinary messages.
Messages after the session, in your words
A practice can write a care plan for a service: its own messages, sent a set number of days after the appointment, such as a reminder about home exercises a week after the assessment. The words go as written, never composed by the AI, as an approved WhatsApp template so they arrive days later.
A cancelled session can go to somebody waiting for a time, where the practice switches on the waiting list, and a patient can be asked to confirm the day before with a Yes and a No. Both are covered on AI appointment booking for doctors, which also explains how the server claims each slot so that two patients never end up in the same one.
Paperwork
Referral letters and forms.
Many physio patients arrive with paper: a referral from a GP or a specialist, a letter from an insurer, a scan report. The practice wants it before the first session, and a chat is a poor place to collect it. So it comes in on a form, or is kept aside for a person, and the AI never reads it.
The new-patient form rides the confirmation
When a new patient is booked, the practice's own new-patient form goes out as a button on the confirmation and comes back as one PDF on that booking. A service can name one more form its new patients need, so an initial assessment can carry an injury history form as well.
The referral letter, uploaded with the form
A form the assistant hosts can ask for files: a photo or PDF of the referral letter, up to the number and size the practice sets. The files land beside the form's PDF and open from the Diary card. The AI never sees them.
Or sent in the chat
Where the practice uses its forms, a letter a patient sends in the WhatsApp chat as a photo or a PDF is kept on the conversation for the desk to open. The assistant is told a file arrived and that it cannot see it, and nothing reads it but a person.
Medical aid questions
"Do you take my medical aid?" is one of the first questions a physio practice gets, and the honest answer depends on the practice, not on the software.
Answered from what you told it
Which schemes the practice works with, whether it charges above the medical aid rate, what an assessment costs privately: the assistant answers from what the practice has written into its setup. Where the practice has not said, it tells the patient it will check with the team rather than guessing.
Plans you do not take, said first
Where the practice asks about medical aid before booking and does not accept certain plans, it writes one sentence against those plan names. When a patient names one, that sentence goes in front of the reply, before any time is offered. Nothing is refused: the patient can still book, knowing where they stand.
What it does not do
It does not check benefits, authorise sessions or submit claims, and it is not practice management software. A new patient's scheme details go on the new-patient form, not into the chat, and a patient who has told it their medical aid is paying is not quoted a private fee on the confirmation.
Why the scheme details belong on the form and not in the chat is on POPIA and an AI receptionist. A chiropractic, podiatry or biokinetics practice is set up as a health practice in exactly the same way; how the kinds of practice differ is on the medical practices guide.
FAQ
Fair questions.
Can it rebook the next session automatically?
No. There is no repeating booking: each session is booked on its own, by the patient in the chat or by your desk on the Diary. What the assistant does is make the next booking quick. A patient can book the next session straight after the last one, with the same physio, in a few taps. The desk can put a whole course on the Diary at the first visit, and every session gets its reminders. And where the practice switches it on, a drafted nudge goes to patients who have drifted off, for somebody at the practice to send. If you need sessions to repeat on their own, tell us: it would be a build, scoped with you.
Can patients send us their referral letter?
Yes, two ways. A form the assistant hosts can ask for a photo or PDF of the letter, and the file lands beside the form's PDF, opened from the Diary card. Where the practice uses its forms, a letter sent in the WhatsApp chat as a photo or PDF is also kept on the conversation for the desk to open. Either way a person reads it; the AI does not.
Does it check medical aid benefits or submit claims?
No. It answers medical aid questions from what the practice has told it, says plainly which plans the practice does not take where the practice has written that down, and collects a new patient's scheme details on the practice's own form. Checking benefits, authorising sessions and submitting claims stay with your practice software and your people.
Can each physio have their own diary?
Yes. Each physio can have their own calendar, availability is read per person, and a service can be limited to the physios who offer it, which the server enforces. A returning patient is booked with the physio they usually see where that physio is free, and a patient who asks for somebody by name gets that physio or an honest no.
Move a booking the way your patients would.
The live medical demo is a fictional general practice with an invented diary, running the same assistant and booking engine a physio practice gets. Book an appointment, move it, then cancel it. When you want it on your own number, book a demo and we will go through your sessions, your team and your forms with you. The assistant is from R1 450 a month including VAT for up to 300 conversations, plus a once-off R2 500 setup; fully managed is R4 995 a month with setup included; WhatsApp's own message fees are Meta's and are separate.
The rest of the medical guides, and the other kinds of practice.