Leaving the EU brings changes to UK privacy laws, and your practice might need to take additional steps to stay compliant. We wanted to help by giving you an overview of what’s happening and offer some suggestions on where to find more info.
2020 was quite a year. You could be forgiven if you didn’t quite keep up with all the improvements to Cliniko and the educational material we released. So, on that small chance you didn’t, we’ve put together this wrap-up of things you may have missed in hopes that it will help you manage and grow your business through the new year.
Cliniko got some nifty improvements to help you run your business, whether you could visit on-site or not.
Everyone using Cliniko can now offer Telehealth appointments to their patients, at no additional cost. It’s all built right into Cliniko and doesn’t require any downloads from your patients.
These are features we think you’ll be able to take advantage of, no matter how the world looks in 2021.
Likewise, we also released a ton of educational information last year. (Not literally. A ton is a lot, and it’s digital anyway.) We stuck to the topics we know best, like our software, working remotely, data security, and digital marketing. Oh, and coffee. Definitely coffee.
So, with one eye toward the future, we’d like to glance back at some of the features and resources we released in 2020. From tips on using Cliniko, to business advice, to securing patient data—there’s a little something for everyone. We hope you’ll find this helpful as you begin your plans for 2021.
Cliniko features that can make your life easier.
When the pandemic hit and many businesses were unable to operate as they normally would, we pivoted as fast as we could towards COVID-friendly features within Cliniko, and we worked hard to get them out quickly.
We try to make sure everything we add to Cliniko will be valuable long term and work as part of a bigger vision. So, while some of the features listed below may have been inspired by COVID-19, all of them were created as ‘general-purpose’ tools that can be used no matter the circumstances.
- Telehealth appointments
Offer your patients virtual appointments with a secure, high-quality video and audio connection.
- Secure patient forms
Allow your patients to submit completed digital forms long before their scheduled appointment.
- Digital signatures
Give your patients the convenience of signing their digital forms using any computer, tablet, or smartphone.
- Multiple time zone support
Online bookings now offer patients the chance to schedule appointments based on their time zone, not your clinic’s.
- Record refunds in Cliniko
Easily record refunds or create credit notes directly from any invoice that instantly sync with the rest of your Cliniko account.
- Online payments
Reduce your workload and save time by allowing your patients to pay in advance when they book their appointment online.
Transitioning to a remote practice.
Cliniko has been a fully remote company since our founding nearly 10 years ago, and we’ve learned some lessons along the way.
When the pandemic gave a not-so-gentle nudge for practitioners to start exploring how their practice could go remote, we hoped that sharing our learnings might help others make the adjustments they needed.
Below, you’ll find articles packed with information on running a remote healthcare business and what you can do to make the transition easier for you, your team, and your patients.
- Managing a remote team during COVID-19
Our founder, Joel, shares some lessons he’s learned about running a business with a remote team.
- 3 ways Cliniko has learned to make remote work…work
Here we discuss how effective communication, flexible schedules, and personal support can create incredible results for a team that is working from home.
- Why manual therapists should consider adopting Telehealth
Osteopath and Cliniko founder Liora Dafner-Beach explains how manual therapists can still share their expertise to treat and support patients during a COVID-19 shutdown.
- From physiotherapist to Telehealth pioneer
Karen Finnin, a leader of the online healthcare movement, tells how she went from rural physiotherapist to Telehealth trailblazer. (Technically from 2019, but it still feels relevant.)
- Adapting your business with Telehealth [Video]
Joel caught up with Karen Finnin to talk about how practitioners can adjust their businesses to meet the changing demands of the pandemic.
- Going digital: Allied healthcare edition
Digitisation expert Diana Xhumari explains how 'going paperless' can transform your clinic (for the better, of course).
Keeping your digital info safe.
At Cliniko, we take data security seriously. It’s our top priority, and we hope it’s yours too. After all, your patients trust you with their private information, and the success of your practice depends on your ability to keep their info safe.
That’s why—in addition to reviewing the resources below—we encourage you to research the security measures in place for all of the software your business uses. Make sure everything meets the necessary standards to protect your practice and your patients.
- 5 essentials for securing patient health data
Learn some of the simplest ways you can keep your patients’ private information safe.
- Securing online data for yourself, your team, and your clients [Video]
Our founder, Joel Friedlaender, and Cliniko Ops Engineer, Bill Heller, chat about how online security impacts a remote team.
- How to evaluate the security of your Telehealth software
John Colvin, one of the Cliniko developers who built our Telehealth feature, shares his insight on what makes a video call service secure and how to keep your virtual appointments private.
- Why Zoom is not suitable for Telehealth
Bill Heller—who works to keep all Cliniko accounts safe—shares his thoughts on Zoom security and what you can do to protect your patients and your business.
- Keeping digital patient record secure [Video]
In this webinar, Joel discusses the best practices for protecting your patients and business from malicious online threats and how to spot your biggest security vulnerabilities.
- Understanding privacy laws: How to protect your patients’ personal information
Learn how Cliniko helps you comply with the privacy laws of your country, and find out where to learn more about your legal obligations.
- What is two-factor authentication (2FA), and why do you need it?
Discover how 2FA can prevent unauthorised access to your online accounts and what that could mean for protecting your patients’ private information.
Digital marketing for your practice.
For many practitioners, 2020 was a chance to get creative—especially with digital marketing. The resources below are filled with simple steps you can take to grow your healthcare business online.
- A guide to marketing your clinic during COVID-19, even if you’ve temporarily closed
Cliniko marketer, Kate Hunter, filled this guide with actionable steps you can take to stay connected with your clients during the pandemic.
- Marketing your clinic during COVID-19 [Video]
Michelle Geslewitz (another Cliniko marketer), chatted with Joel about how digital marketing can keep your practice growing during the pandemic.
- Grow your clinic’s online presence without any marketing experience
Allied health practitioner and experienced digital marketer, Paul Smith, offers advice on how practitioners can grow their clinic’s online presence, even if they don’t have marketing experience.
- Video marketing Q&A [Video]
Rachel Harkness, our very own in-house videographer, talked with our founder, Joel, about how to create video content to raise your practice’s profile and connect with patients online.
- You can (and should) be keeping a blog for your practice
Our in-house writer, Doug Pohl, shares his thoughts on how blogging can boost your business, along with some writing tips he’s picked up over the years.
- Social media marketing Q&A [Video]
Dave James, podiatrist-turned-business-coach, had a chat with Joel to talk about how your practice can stand out with social media marketing.
- SEO tips for healthcare practice managers, even if you’re not tech-savvy
Search engine optimisation (SEO) can produce significant benefits with only a little technical knowledge required. Learn how SEO can help your business appear on search engine results pages.
- How to get more patients for your clinic with Google Maps
Follow these steps to make it easier for potential patients to locate your clinic and contact you.
- A starter guide to Google reviews for healthcare businesses
Learn how Google reviews can boost your clinic’s reputation and what you need to do to get started.
- The path to 5-star success: how one Canadian chiropractor grew his practice with good communication
Dr Ben Tucker, DC has earned a long list of 5-star reviews because his patients love how he communicates with them. Take a look to learn how he makes his clients so happy.
- Two ways to help emails land in more inboxes
Learn a couple of lesser-known steps to help your business emails reach more inboxes and keep your domain secure.
Treating patients remotely.
A big positive from 2020 was the awareness and adoption of Telehealth for remote treatments. Over the past year, many people have learned just how effective Telehealth can be.
To help spread the word, we reached out to experts asking them to share their knowledge on our blog. We hope these guest posts give you a little extra inspiration if you’re looking to treat remotely in 2021.
- Moving to 100% online therapy
Experienced counsellor, Sarah Sacks, shares how her clinic took the plunge into Telehealth and created a fully online service offering.
- Telehealth: How to create an exceptional online client experience
In this guest post, physiotherapist Peter Flynn goes over some of the new skills you may need for marketing your Telehealth services and creating a great client experience.
- Objectively assessing functional movement with Telehealth [Video]
Osteopaths Andrew Lemon and Stephen King (also a physiotherapist) chat with our founder, Joel, about how they use objective assessments to treat patients through Telehealth.
- Evidence-based treatment for chronic pain, delivered via Telehealth [Video]
Dave Moen and Jack Murphy, of Permission to Move, talk about using Telehealth to deliver evidence-based treatment pathways for chronic pain.
- Ergonomic assessments with Telehealth [Video]
Osteopath Heath Williams and physiotherapist Wade Brennan discuss how they offer ergonomic assessments with Telehealth and train others to do the same.
- Your mental health matters: how to stay emotionally fit for your clients
Certified Canadian Counsellor, Alana Buller, shares her insights on how practitioners can sustain high-quality care for patients by tending to their own emotional needs during stressful times.
- 6 things you need to know about Telehealth and the law in Australia
Guest writer, Sarah Bartholomeusz of YouLegal, discusses some of the unique legal implications of holding Telehealth appointments and some considerations that can help practitioners protect their businesses.
Safety measures for your clinic.
Personal Protective Equipment (PPE). Hand sanitiser. Social distancing. Masks. These precautions have become much more prevalent during the pandemic.
It’s quite likely clinics will need to continue taking extra steps to ensure their patients’ health and safety. We managed to talk with some practices that have changed their processes to keep everyone safe, and we hope the suggestions they’ve shared in these articles might help you too.
- PPE protocol at The Village Osteopaths in Cheshire, UK
Clinic owners Collette (B.OST) and Sean Bourke let you in on how they’ve adopted PPE protocol into their practice to protect their patients and their business.
- Fighting COVID-19 fears in the Allied Health community
Learn how one UK podiatrist and clinic owner uses her practice's social media presence to connect with patients and offer reassurance during COVID-19.
Managing and growing your business.
Many took 2020 as an opportunity to work on their business when they couldn’t necessarily work in it. So, we also released some articles to help inspire you on a variety of topics.
- How to create patient form templates for your practice
Technology consultant turned clinic director, Annastashia Cambridge, offers her top advice for creating patient form templates in Cliniko (including downloadable examples).
- 5 ways to improve the accessibility of your website
Web specialist Taeke Reijenga discusses how web accessibility benefits your patients and your bottom line. Learn what steps you can take.
- How to make your practice LGBTIQ+ inclusive
Discover proactive steps you can take to help your clinic serve as a safe and respectful environment for everyone.
- How to onboard new team members for long-term success
Andrew Zacharia of PhysioFit Adelaide shares how his team welcomes new practitioners and nurtures healthy working relationships.
- Tips for finding a good webinar platform
We couldn't find a webinar tool that met all of our needs. So we created our own patchwork system of tools instead.
- 5,118 reasons why our hiring process matters
Just before 2020 began, our unique hiring process was put to the test when we received 5,118 applications. Find out how and why we hire the way we do.
Cliniko & Coffee.
Webinars were a new thing for us this year. We dove in headfirst, learning as we went along. One of the things we quickly discovered was that a lot of you loved casual Q&A sessions with our founder, Joel.
We also knew that, at the time, most people were unaware that he loves coffee—like, seriously loves it. In fact, Joel loves coffee so much that we couldn’t even get him away from it while hosting the webinars—and that is how Cliniko & Coffee was born.
We hope to do more of these in the new year. But for now, take a look back at the inaugural episodes from 2020.
- Cliniko & Coffee 1
V60 pour-overs & ‘Will there be time zone support?’
- Cliniko & Coffee 2
Joel’s favourite beans & ‘What’s going on with patient forms?’
- Cliniko & Coffee 3
Paper filters are better for pour-overs & ‘How can you automate SMS messages after an appointment?’
A final word.
We hope 2021 turns out to be a much smoother, healthier, and happier year for everyone. Please stay safe. Take care of yourselves, your families, and your neighbours.
We’ll keep doing what we can to help. Stay tuned for more resources coming your way in the new year—including more coffee content! (Joel’s bean collection is ever-growing, and it’s rumoured he’s getting into roasting.)
- Practice management tips
- Practice management tips
In honour of the first-ever digital Earth Day, we’d like to point out some Cliniko features that may help your practice cut back on the amount of paper you’re using. You could play a role in healing our environment and might even reduce your expenses in the process.
- Cliniko news
We've got an update on one of our favourite charities, Beyond the Orphanage. They're working hard to make sure vulnerable children in Nepal and Kenya are getting the support they need to stay healthy and safe during this pandemic.