{"componentChunkName":"component---src-pages-blog-js","path":"/blog/","result":{"data":{"sanityBlogIndex":{"title":"Cliniko blog","_rawDescription":[{"markDefs":[],"children":[{"text":"Welcome! This is where we share everything we know about practice management, tips for growing your practice, and Cliniko news.","_key":"e683c2cdfadf0","_type":"span","marks":[]}],"_type":"block","style":"normal","_key":"e683c2cdfadf"}],"label":"Featured article","featuredLink":{"title":null,"_rawDescription":null,"button":null},"featuredPost":{"title":"Humans of Cliniko: Jasmin from customer support","image":{"alt":"A photograph of Jasmin from Cliniko with a dog on a blue background with decorative illustrations","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/cfa2ffc6c7d316f765081a1480af3a8ffedbbff9-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/cfa2ffc6c7d316f765081a1480af3a8ffedbbff9-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/cfa2ffc6c7d316f765081a1480af3a8ffedbbff9-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/cfa2ffc6c7d316f765081a1480af3a8ffedbbff9-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/cfa2ffc6c7d316f765081a1480af3a8ffedbbff9-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/cfa2ffc6c7d316f765081a1480af3a8ffedbbff9-1536x1072.png?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/cfa2ffc6c7d316f765081a1480af3a8ffedbbff9-1536x1072.png?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/cfa2ffc6c7d316f765081a1480af3a8ffedbbff9-1536x1072.png?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#341e33","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/cfa2ffc6c7d316f765081a1480af3a8ffedbbff9-1536x1072.png","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":"Get to know some of the human faces behind Cliniko, starting with Jasmin from our customer support team!","subTitle":"Jasmin from our customer support team chats about what her workday looks like and sheds some light on how it all unfolds behind the scenes when you write in to us with a question. ","_rawBody":[{"markDefs":[],"children":[{"marks":[],"text":"Whether it’s our customer support, software development, or content creation, we’re a group of humans working hard to make Cliniko the best it can be. In this series, we’d like to introduce you to some of the faces on the team who make it all happen.","_key":"2fd16f1f90c00","_type":"span"}],"_type":"block","style":"normal","_key":"9e7b8d08effc"},{"markDefs":[{"href":"https://www.cliniko.com/blog/work-culture/how-cliniko-does-customer-support/","_key":"366ce88ee31c","_type":"link"}],"children":[{"_type":"span","marks":["366ce88ee31c"],"text":"Our support team (or “supps” as we call them)","_key":"43b42bd416fe0"},{"_type":"span","marks":[],"text":" are a group of 23 dedicated people around the globe who are on hand to answer your Cliniko questions almost anytime. These folks come from varied backgrounds and bring a whole range of diverse knowledge to the team, but the one thing that’s consistent is that they’re friendly, able to put themselves in your shoes, and genuinely keen to help.","_key":"43b42bd416fe1"}],"_type":"block","style":"normal","_key":"46798d9d0a70"},{"_key":"9e578caa786a","markDefs":[],"children":[{"_type":"span","marks":["strong"],"text":"Meet Jasmin","_key":"df01fdb764370"}],"_type":"block","style":"h4"},{"_key":"00cc056772cc","markDefs":[],"children":[{"_type":"span","marks":[],"text":"If you’ve ever written to us wanting help with Cliniko, you might’ve chatted to Jasmin. She’s usually based in Adelaide, Australia, though she has been known to hop around the globe in search of sunny weather—running shoes and a stack of books in tow.","_key":"4638c0cbc9720"}],"_type":"block","style":"normal"},{"children":[{"_type":"span","marks":[],"text":"Before joining the team in 2023, Jasmin spent six years in the South Australian police force. “We all know how good shift work is for your body,” she jokes. “It's really nice to have a routine and my circadian rhythm not totally played with.” And while she acknowledges that working at Cliniko is very different to the day-to-day experience of being a cop, she enjoys the feeling of being useful. “I know it's a bit cliché, but coming from a background of helping people, it’s lovely to be able to still do that at Cliniko,” she says.","_key":"ccec33943cf60"}],"_type":"block","style":"normal","_key":"f6d21439a85c","markDefs":[]},{"markDefs":[],"children":[{"_type":"span","marks":["strong"],"text":"A typical workday for Jasmin","_key":"47bfa5a3192d0"}],"_type":"block","style":"h4","_key":"9217d74ac11f"},{"_type":"block","style":"normal","_key":"3eb4fa07d7fa","markDefs":[],"children":[{"marks":[],"text":"Cliniko’s work culture has a strong emphasis on flexible hours. For an early bird like Jasmin, this typically means an early start and an early finish. “In summer, because the sun rises a lot earlier, I'll usually get up and go for a beach walk, get a coffee, and then I'm home in time for a 7.30am start. I tend to work in a block, so I'll work until 1.30pm, then I have my afternoon free to do whatever I want. I feel like I still have a whole day to do things after work. Depending on the weather, I'll finish up and either go to the gym, for a run or a walk, or read my book, then see friends or organise dinner. It's pretty good.”","_key":"4966dbc125f00","_type":"span"}]},{"style":"normal","_key":"b5d21ba0e9e7","markDefs":[],"children":[{"_type":"span","marks":[],"text":"As we’re a fully remote company, there’s no office to be at and this means that the team can work from anywhere. This is something that Jasmin also appreciates. “On days when the weather is sunny, I'm not spending all day inside,” she says. “Today I'm working from the beach because it's a glorious day and I can!”","_key":"45439bd926ec0"}],"_type":"block"},{"children":[{"text":"What happens behind the scenes when you write in","_key":"22a8ce02e07f0","_type":"span","marks":["strong"]}],"_type":"block","style":"h4","_key":"7b0eb17ae810","markDefs":[]},{"_key":"14150cf4a680","markDefs":[],"children":[{"_key":"7054337f127c0","_type":"span","marks":[],"text":"So what occurs on our end when you write in with a question? Intercom is the software that we use for customer support and when someone writes in, their query (or “ticket”) lands in a big inbox that all the support team can access. “From there, everyone can look at the one ticket or one person can look at it, but we’ll slowly filter through responding,” Jasmin explains. “I’ll read a customer’s query and either start answering or ask them questions if I’m not entirely sure what they mean.”"}],"_type":"block","style":"normal"},{"children":[{"_key":"e732d8ecc1cc0","_type":"span","marks":[],"text":"Sometimes members of the team who are in the same time zone will jump onto a group call or a “huddle” to use Slack’s terminology (Slack is our team’s communication platform) just to chat while they work. “We’re not talking the whole time,” Jasmin says. “But if a tricky ticket comes in, we’ll discuss it and at least you’re talking, not just typing the whole time.” Having social elements in the workday helps a lot for an online company like ours."}],"_type":"block","style":"normal","_key":"c641f8370ce5","markDefs":[]},{"markDefs":[{"_type":"link","href":"https://www.lastpass.com/","_key":"fd50e2eac082"},{"_type":"link","href":"https://1password.com/","_key":"6ff448f19d33"}],"children":[{"_type":"span","marks":[],"text":"Tickets can vary. While there are some issues that frequently arise, like people forgetting their password (pssst, get yourself a password manager like ","_key":"02fbc62bcad20"},{"_key":"02fbc62bcad21","_type":"span","marks":["fd50e2eac082"],"text":"LastPass"},{"_type":"span","marks":[],"text":" or ","_key":"02fbc62bcad22"},{"_type":"span","marks":["6ff448f19d33"],"text":"1Password","_key":"02fbc62bcad23"},{"text":", folks!) sometimes a customer’s problem can be a bit unusual. “There can be some odd ones as well,” Jasmin says. For example, on occasion something as seemingly simple as using a different browser can impact a customer’s experience with Cliniko, which means that the supps are always thinking on their feet and trying to solve problems quickly and efficiently.","_key":"02fbc62bcad24","_type":"span","marks":[]}],"_type":"block","style":"normal","_key":"3285fab2cf93"},{"children":[{"marks":[],"text":"Sometimes, however, an issue requires our software developers’ input to resolve it. “That's the hardest part of the job,” Jasmin admits. “When you've got something that's tricky and you’ve tried troubleshooting so many different things and then you have to tell the customer they’ll need to wait for our developers to have a look into it. It's never what you want to say.”","_key":"3811049255710","_type":"span"}],"_type":"block","style":"normal","_key":"da1108b6753f","markDefs":[]},{"markDefs":[],"children":[{"text":"What does she love about the job?","_key":"6618e5097dc00","_type":"span","marks":["strong"]}],"_type":"block","style":"h4","_key":"b857c30cfc71"},{"children":[{"_type":"span","marks":[],"text":"Luckily, the job has more gratifying moments than demoralising ones. “It's definitely the most rewarding when you can help someone who is really stressed,” Jasmin shares. “Most of the time that happens when people can't log in—which is why we get back to them the quickest, because we know they need access to Cliniko. It feels really meaningful to be able to help.”","_key":"c61091e7da610"}],"_type":"block","style":"normal","_key":"3854e0408a44","markDefs":[]},{"_key":"0b63ee13394b","markDefs":[],"children":[{"_key":"7f2e331609850","_type":"span","marks":[],"text":"“But it's always the most fun when you get a bit of back and forth with the customer. I know they’re working, and I am too, but it's great when someone cracks a joke, or I do, and then they keep responding. It makes my day better, and I hope it makes theirs a bit better as well. We’re communicating online, so it’s a nice reminder that we’re all human. It’s not like I'm talking to a robot either—I'm talking to a real human in their clinic. It makes a big difference, having human connection.”"}],"_type":"block","style":"normal"},{"style":"normal","_key":"b57345961d2a","markDefs":[{"_type":"link","href":"https://www.cliniko.com/blog/work-culture/values-and-ethics-at-cliniko/","_key":"70b3c4738b00"}],"children":[{"_type":"span","marks":[],"text":"And that sentiment is at the heart of how we approach everything at Cliniko. Whether it’s trying to make the world a slightly better place through ","_key":"5dbf7db9b2160"},{"_type":"span","marks":["70b3c4738b00"],"text":"our charitable donations","_key":"5dbf7db9b2161"},{"_key":"5dbf7db9b2162","_type":"span","marks":[],"text":", investing in our human team rather than outsourcing jobs to AI, or our approach to customer service, we strongly believe in the value of the human."}],"_type":"block"},{"markDefs":[],"children":[{"text":"\n","_key":"54c4def95f5b0","_type":"span","marks":[]}],"_type":"block","style":"normal","_key":"421f7cfc3179"}],"category":{"id":"-3d8236a9-7f59-580b-8d0d-20ae5259ec1d","title":"Work culture","slug":{"current":"work-culture"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"humans-of-cliniko-jasmin-from-customer-support"}},"staffPicks":{"title":"Staff picks","description":"A hand-picked selection of the favourite articles from the Cliniko team.","posts":[{"title":"Are browser extensions a data security risk?","image":{"alt":"Illustration of browser extension security risks showing a worried laptop user, extension icons, a surveillance eye, and an unlocked padlock representing privacy and security threats.","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/516bc811f8ddd6e93d471a2a2843d4ae661237c7-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/516bc811f8ddd6e93d471a2a2843d4ae661237c7-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/516bc811f8ddd6e93d471a2a2843d4ae661237c7-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/516bc811f8ddd6e93d471a2a2843d4ae661237c7-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/516bc811f8ddd6e93d471a2a2843d4ae661237c7-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/516bc811f8ddd6e93d471a2a2843d4ae661237c7-1536x1072.png?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/516bc811f8ddd6e93d471a2a2843d4ae661237c7-1536x1072.png?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/516bc811f8ddd6e93d471a2a2843d4ae661237c7-1536x1072.png?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#fca48c","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/516bc811f8ddd6e93d471a2a2843d4ae661237c7-1536x1072.png","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":"Every time you install a browser extension, you’re opening up your practice (with all its sensitive patient information) to the possibility of a data security breach.","subTitle":"They’re very tempting to download, but from a data security perspective browser extensions are a massive threat. Convenience versus risk is a balancing act, but when you’re the custodian of your patients’ sensitive health information, you can’t be too careful.","_rawBody":[{"_key":"4cf67cebf448","_type":"block","children":[{"_key":"e53b817017e80","_type":"span","marks":[],"text":"We all love making life easier for ourselves and browser extensions certainly help with this. They’ll block that annoying ad from popping onto your screen yet again or sniff out the discounts for you when you’re shopping online. When it comes to your practice, they can catch the typo in the draft email to your patient, help you format your treatment notes, or transcribe your words into text. But they also come with significant security risks and you have to ask yourself: is it really worth it?\n\n"},{"_key":"9da95241d49b0","_type":"span","marks":["strong"],"text":"What is a browser extension?\n"},{"_key":"9833ada5dec4","_type":"span","marks":[],"text":"\nFirst up, let’s start with some basic terminology. Your browser is whichever software program you use to explore the internet—like Google Chrome, Firefox, or Safari. A browser extension is software that sits on top of your browser and customises it or gives it added functionality. Browser extensions can be handy tools for modifying the webpages you visit (such as automatically translating a foreign language website into English or blocking a popup) and helping you perform tasks online (for example, checking your spelling and grammar). Adobe Acrobat, AdBlock, Grammarly, and Google Translate are all common browser extensions that you might be using.\n"}],"markDefs":[],"style":"normal"},{"_key":"f19b9d614945","_type":"block","children":[{"_key":"bd375f0bb3240","_type":"span","marks":["strong"],"text":"What’s the risk?"},{"_key":"f74cec632e4c","_type":"span","marks":[],"text":"\n\nThe problem is that a browser extension has high levels of access to your computer; it sees what you see and knows what you type in. This includes a lot of sensitive and confidential data like your bank details, information for your online accounts including your usernames and passwords, any patient records on your computer, your browsing history and cookies—basically everything. By design, browser extensions can even re-write the websites that you visit, for example to hide or censor things. In short, they’re powerful pieces of software. "}],"markDefs":[],"style":"normal"},{"_key":"d971aa8e4e7b","_type":"block","children":[{"_key":"d6008b5fc87a0","_type":"span","marks":[],"text":"Given all of this, if an extension you’re using ever ends up infected with malware (malicious software), you’re toast! Suddenly, all that sensitive information you’re inputting into your computer is tracked, recorded, and relayed back to whoever is controlling the malware. It can then be published in a data dump or sold on the dark web. We chatted about this when we gave "},{"_key":"d6008b5fc87a1","_type":"span","marks":["f6c11320fc77"],"text":"a warning about infostealers a while back"},{"_key":"d6008b5fc87a2","_type":"span","marks":[],"text":", which is exactly the risk that browser extensions pose too. We’re not being alarmist when we say that it’s a big risk to download them!"}],"markDefs":[{"_key":"f6c11320fc77","_type":"link","href":"https://www.cliniko.com/blog/practice-tips/the-security-threat-that-we-cant-protect-you-from/"}],"style":"normal"},{"_key":"70fffe493787","_type":"block","children":[{"_key":"af31a3fe9af20","_type":"span","marks":[],"text":"Even if you know who made the extension (which is not always the case), you’re still putting a lot of faith in whoever produced it to behave ethically. Even if you do trust them and the software is completely legit to begin with, it’s also possible for an extension to be compromised somewhere down the road unbeknownst to anyone. The company developing the software might have the best of intentions and produce a totally safe product for years—until, at some point, a cybercriminal manages to sneak in some malware and suddenly the product is corrupted."}],"markDefs":[],"style":"normal"},{"_key":"9906f5e81e1b","_type":"block","children":[{"_key":"8476525ab17b0","_type":"span","marks":[],"text":"Another big danger is that you could download what you think is a legitimate browser extension from the app store, which is actually a fake. Malicious software posing as the real deal can be very tricky to spot. "},{"_key":"8476525ab17b1","_type":"span","marks":["ffb389f7eb7c"],"text":"In 2025, an investigation by Koi Security revealed that 18 malicious extensions had infected 2.3 million users across Chrome and Edge"},{"_key":"8476525ab17b2","_type":"span","marks":[],"text":". Likewise,"},{"_key":"8476525ab17b3","_type":"span","marks":["c76081e41020"],"text":" there was a recent incident where 50,000 Firefox users were compromised"},{"_key":"8476525ab17b4","_type":"span","marks":[],"text":". These programs were all in the official app store and looked completely authentic and identical to the legitimate versions—even appearing on screen with a verification badge, hundreds of reviews, and thousands of installations. Most people wouldn’t be able to tell the difference.\n\n"},{"_key":"dac7179e1e150","_type":"span","marks":["strong"],"text":"What can you do to stay safe?\n\n"},{"_key":"dac7179e1e151","_type":"span","marks":[],"text":"In a perfect world, you wouldn’t install browser extensions at all! But that’s pretty hardline and of course security has to be balanced with practicality. For what it’s worth, however, our in-house privacy expert at Cliniko only has one extension installed on his computer! This speaks volumes about how risky extensions can be. Another solution that’s similarly extreme but also effective is to have a second device without browser extensions that you use for work. Again, however, that’s not necessarily realistic for a lot of people."}],"markDefs":[{"_key":"ffb389f7eb7c","_type":"link","href":"https://www.koi.ai/blog/google-and-microsoft-trusted-them-2-3-million-users-installed-them-they-were-malware"},{"_key":"c76081e41020","_type":"link","href":"https://www.koi.ai/blog/inside-ghostposter-how-a-png-icon-infected-50-000-firefox-browser-users"}],"style":"normal"},{"_key":"8c0e77225911","_type":"block","children":[{"_key":"64ef12c708090","_type":"span","marks":[],"text":"When it comes to more middle ground solutions, as a minimum, make sure that you only install extensions from a reputable source. And be aware that trust is a point in time. In other words, you might have full trust in an extension when you install it, but you don’t know what could change in the future. For example, the product could be sold to someone else, or the code could be changed or infiltrated without you knowing. At the end of the day, installing an extension—even one you trust in the moment—will always come with a risk."}],"markDefs":[],"style":"normal"},{"_key":"00fdd2ed1a86","_type":"block","children":[{"_key":"b8be97c664700","_type":"span","marks":[],"text":"It’s true that browser developers like Google are currently working towards making their extensions safer, "},{"_key":"b8be97c664701","_type":"span","marks":["13a725b01d91"],"text":"for example by implementing a new platform to tighten security"},{"_key":"b8be97c664702","_type":"span","marks":[],"text":". But this is still a work in progress and can’t be relied upon just yet."}],"markDefs":[{"_key":"13a725b01d91","_type":"link","href":"https://www.zdnet.com/article/google-chrome-is-killing-more-extensions-than-you-think-is-your-old-favorite-on-the-list/"}],"style":"normal"},{"_key":"fdb45547600f","_type":"block","children":[{"_key":"3da1159de7870","_type":"span","marks":[],"text":"As for steps that you can take, it’s a good idea to do a review every 6 or 12 months to make sure that every extension you’re using looks legit, though admittedly this can be hard to analyse. When you’re conducting a review, also check the permissions and make sure that they line up with what the extension is meant to be doing. An ad block extension shouldn’t need to access your camera or microphone, for example! Lastly, consider whether you even need the extension anymore—you might’ve installed a coupon extension over the festive season or a translation extension during an overseas trip, neither of which you really need anymore. If they’re not essential, you’re much safer to remove them."}],"markDefs":[],"style":"normal"},{"_key":"f58a2df52f8f","_type":"block","children":[{"_key":"1ed3e510c6b50","_type":"span","marks":[],"text":"On top of that, make sure you’re doing "},{"_key":"1ed3e510c6b51","_type":"span","marks":["32d4b42acdfd"],"text":"all the regular security stuff we always recommend"},{"_key":"1ed3e510c6b52","_type":"span","marks":[],"text":". In particular:"}],"markDefs":[{"_key":"32d4b42acdfd","_type":"link","href":"https://www.cliniko.com/blog/practice-tips/security-checklist-for-onboarding-new-hires/"}],"style":"normal"},{"_key":"efb303971a0a","_type":"block","children":[{"_key":"527113524a7a0","_type":"span","marks":["strong"],"text":"Use a passkey"},{"_key":"527113524a7a1","_type":"span","marks":[],"text":": if it’s an option, "},{"_key":"527113524a7a2","_type":"span","marks":["8119c1b38319"],"text":"passkeys are the best security measure you can take"},{"_key":"527113524a7a3","_type":"span","marks":[],"text":". You can definitely "},{"_key":"527113524a7a4","_type":"span","marks":["256f03ac313b"],"text":"use a passkey for your Cliniko account"},{"_key":"527113524a7a5","_type":"span","marks":[],"text":", which we recommend you do."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"8119c1b38319","_type":"link","href":"https://www.cliniko.com/blog/practice-tips/why-passkeys-are-the-best-option-for-patient-data-security/"},{"_key":"256f03ac313b","_type":"link","href":"https://help.cliniko.com/en/articles/10287538-using-passkeys-to-log-into-cliniko-a-detailed-overview"}],"style":"normal"},{"_key":"43bdf6a5d6de","_type":"block","children":[{"_key":"4d4753531a860","_type":"span","marks":["strong"],"text":"Switch on multi-factor authentication (MFA)"},{"_key":"4d4753531a861","_type":"span","marks":[],"text":": if you’ve used Cliniko for a while, you’ll know that we love MFA! There’s a reason for this, though; it’s highly effective for many kinds of security threats. By requiring you to use a second device (like a phone) to authorise any attempt to log in, it prevents someone who might have access to your username and password from accessing your online accounts. Make sure you’ve got MFA enabled for your Cliniko account and even consider "},{"_key":"4d4753531a862","_type":"span","marks":["32593e99fdd2"],"text":"enforcing it across your team"},{"_key":"4d4753531a863","_type":"span","marks":[],"text":"!"}],"level":1,"listItem":"bullet","markDefs":[{"_key":"32593e99fdd2","_type":"link","href":"https://help.cliniko.com/en/articles/3378963-require-all-users-on-your-account-to-use-2-factor-authentication"}],"style":"normal"},{"_key":"41adfb277553","_type":"block","children":[{"_key":"67814bd9a5890","_type":"span","marks":["strong"],"text":"Create strong passwords"},{"_key":"67814bd9a5891","_type":"span","marks":[],"text":": go for length here! The longer, the better. This is significantly more effective than just doing a mix of upper case, lower case, numerals, and special characters."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"ec6d590b68ed","_type":"block","children":[{"_key":"0affa00b58100","_type":"span","marks":["strong"],"text":"Don’t re-use passwords"},{"_key":"0affa00b58101","_type":"span","marks":[],"text":": keep your passwords unique across platforms. It might feel inconvenient, but this is not an area to be lax about. Store them in a password manager (like LastPass or 1Password) if it’s a struggle to keep track of them all."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"6e9092dd3316","_type":"block","children":[{"_key":"dd688aec79090","_type":"span","marks":["strong"],"text":"Regularly check whether your account has been compromised"},{"_key":"dd688aec79091","_type":"span","marks":[],"text":": "},{"_key":"dd688aec79092","_type":"span","marks":["e59ecaf7a483"],"text":"Have I Been Pwned"},{"_key":"dd688aec79093","_type":"span","marks":[],"text":" is a website that allows you to check if your email address has been involved in any known incident where data has been publicly exposed."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"e59ecaf7a483","_type":"link","href":"https://haveibeenpwned.com/"}],"style":"normal"},{"_key":"479c16dbc11b","_type":"block","children":[{"_key":"b4ec5e876c320","_type":"span","marks":[],"text":"Taking security seriously sometimes means less convenience, but at the end of the day, some extra nuisance when you’re browsing online is always worth the alternative of a data breach."}],"markDefs":[],"style":"normal"},{"_key":"af6a6d1aa6c3","_type":"block","children":[{"_key":"6b5e479d8b6b0","_type":"span","marks":[],"text":"\n"}],"markDefs":[],"style":"normal"}],"category":{"id":"-69be6ec1-fe49-51fc-b4ed-068a224501f3","title":"Practice management tips","slug":{"current":"practice-tips"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"are-browser-extensions-data-security-risk"}},{"title":"2025 in review!","image":{"alt":"An illustration of the number 2025 on a blue background","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/fe879fa30187b389526e5c54936d5b000b7f887f-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/fe879fa30187b389526e5c54936d5b000b7f887f-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/fe879fa30187b389526e5c54936d5b000b7f887f-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/fe879fa30187b389526e5c54936d5b000b7f887f-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/fe879fa30187b389526e5c54936d5b000b7f887f-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/fe879fa30187b389526e5c54936d5b000b7f887f-1536x1072.png?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/fe879fa30187b389526e5c54936d5b000b7f887f-1536x1072.png?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/fe879fa30187b389526e5c54936d5b000b7f887f-1536x1072.png?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#097ea1","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/fe879fa30187b389526e5c54936d5b000b7f887f-1536x1072.png","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":"Your annual recap of everything that happened at Cliniko last year.                                          ","subTitle":"Here’s a roundup of all the new Cliniko features, videos, and blog posts we released last year.","_rawBody":[{"_key":"28b107831ce8","_type":"block","children":[{"_key":"104fff0136f30","_type":"span","marks":[],"text":"Re-capping has become a bit of a cultural convention and we’re here for it! As we move into 2026, we first wanted to take a moment to reflect on some of the highlights from last year."}],"markDefs":[],"style":"normal"},{"_key":"d3f5fcdb8bee","_type":"block","children":[{"_key":"6af3290b440a0","_type":"span","marks":[],"text":"Across 2025, you would’ve noticed some big improvements to Cliniko, including new ways to automate your communications, greater precision with invoices, the addition of passkeys, a timesaving shortcut to update your patient details, and more. With 82 connected apps now integrating with Cliniko (28 new ones joined last year), you’ll also find a range of additional options to extend what your practice can offer. And as always, we were working hard to keep Cliniko as secure and reliable as ever."}],"markDefs":[],"style":"normal"},{"_key":"f959fe6c3ee9","_type":"block","children":[{"_key":"832297e4734f0","_type":"span","marks":[],"text":"You might know that we’re committed to leaving the world a slightly better place than we found it and 2025 was no exception. In October the total amount that we’ve donated to charity over the years crossed the $3 million AUD mark! Sea Shepherd Australia became "},{"_key":"832297e4734f1","_type":"span","marks":["abd74da3fe8a"],"text":"our main charitable partner"},{"_key":"832297e4734f2","_type":"span","marks":[],"text":" and we teamed up with them to launch a t-shirt, with a gorgeous illustration from our in-house designer (there are even "},{"_key":"832297e4734f3","_type":"span","marks":["685b33b52c51"],"text":"a few left in stock if you missed out"},{"_key":"832297e4734f4","_type":"span","marks":[],"text":"). We also offset all our historical carbon emissions, which means we’re now officially carbon neutral since the very beginning of Cliniko!"}],"markDefs":[{"_key":"abd74da3fe8a","_type":"link","href":"https://www.cliniko.com/charity/"},{"_key":"685b33b52c51","_type":"link","href":"https://shop.seashepherd.org.au/products/for-the-ocean-unisex-tee-white-cliniko-x-sea-shepherd?srsltid=AfmBOoojsFoq-WDzq9Utb20W0hGr01aEdqwouhKAfXl3bPsVoVkrs_wW"}],"style":"normal"},{"_key":"7ceee9907002","_type":"block","children":[{"_key":"46cd494a37a40","_type":"span","marks":[],"text":"Behind the scenes, our team had a fun year—many of us caught up face to face in November at one of our annual get-togethers (or “meetups” as we call them), which is one crucial way that "},{"_key":"46cd494a37a41","_type":"span","marks":["38c124d4e5e9"],"text":"we stay connected as a fully remote company"},{"_key":"46cd494a37a42","_type":"span","marks":[],"text":". We also added six new people to our support team across the year in both the UK and Australia, giving us more capacity than ever to give you quick and helpful answers when you write in. Finally, it was an honour to be recognised for our work culture and included on the "},{"_key":"46cd494a37a43","_type":"span","marks":["89e9bb4d026d"],"text":"Australian Financial Review BOSS Best Places to Work list"},{"_key":"46cd494a37a44","_type":"span","marks":[],"text":"."}],"markDefs":[{"_key":"38c124d4e5e9","_type":"link","href":"https://www.cliniko.com/blog/work-culture/why-cliniko-has-meetups/"},{"_key":"89e9bb4d026d","_type":"link","href":"https://www.afr.com/work-and-careers/workplace/cliniko-s-30-hour-week-a-key-to-its-success-20250330-p5lnnh"}],"style":"normal"},{"_key":"5cd063cc8350","_type":"block","children":[{"_key":"8524f0b07ed70","_type":"span","marks":[],"text":"Here’s a roundup of anything you might’ve missed."}],"markDefs":[],"style":"normal"},{"_key":"28aff4feda4b","_type":"block","children":[{"_key":"179adba3e74e0","_type":"span","marks":["strong"],"text":"New features in 2025"}],"markDefs":[],"style":"h3"},{"_key":"3bde269c7379","_type":"block","children":[{"_key":"ad3fd32c2963","_type":"span","marks":[],"text":"[VIDEO] A major upgrade to patient communications in Cliniko lets you send "},{"_key":"acb39d5bfded","_type":"span","marks":["5887967da832"],"text":"multiple pre-appointment reminders and follow up messages"},{"_key":"d0a76f18b967","_type":"span","marks":[],"text":". This change means you can put more of your messaging on autopilot while also being sure that you’re reaching the specific patients that you want, whether that’s no-shows or people who haven’t rebooked."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"5887967da832","_type":"link","href":"https://redguava.wistia.com/medias/fvqpwulz2k"}],"style":"normal"},{"_key":"32d3635edbb9","_type":"block","children":[{"_key":"7e3f3ba65d2d","_type":"span","marks":[],"text":"You can now set up your forms so that whenever a patient fills one out, "},{"_key":"c69c31ad4fa3","_type":"span","marks":["07063a043e27"],"text":"their details are automatically updated"},{"_key":"6c49e78e1951","_type":"span","marks":[],"text":"—keep your records accurate with no need for a ton of manual data entry."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"07063a043e27","_type":"link","href":"https://help.cliniko.com/en/articles/10558311-automatically-update-the-patient-record-via-forms"}],"style":"normal"},{"_key":"bdc1fc1642fd","_type":"block","children":[{"_key":"c89b8e7ffdc6","_type":"span","marks":[],"text":"Sweeping changes don’t need to be time consuming! Administrators can now "},{"_key":"4c51d735040c","_type":"span","marks":["c92beb8efd07"],"text":"make mass updates to patient details, contacts, products, or billable items in Cliniko with the Data Import Tool!"}],"level":1,"listItem":"bullet","markDefs":[{"_key":"c92beb8efd07","_type":"link","href":"https://help.cliniko.com/en/articles/12017262-updating-existing-records-via-data-imports"}],"style":"normal"},{"_key":"7543f90e4599","_type":"block","children":[{"_key":"bcc471121ba4","_type":"span","marks":[],"text":"A new "},{"_key":"44a47e64e3cd","_type":"span","marks":["426fc859e025"],"text":"changelog"},{"_key":"07c93450ba38","_type":"span","marks":[],"text":" lets you view the details of who made changes to a patient profile and when, allowing increased auditability and transparency, and an easier way to fix any data entry errors."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"426fc859e025","_type":"link","href":"https://help.cliniko.com/en/articles/12350077-view-the-log-of-changes-to-a-patient"}],"style":"normal"},{"_key":"2e244b3da6ee","_type":"block","children":[{"_key":"d16fbca6d174","_type":"span","marks":[],"text":"If you’re not using "},{"_key":"95b7203733121","_type":"span","marks":["a343b032a658"],"text":"a passkey"},{"_key":"95b7203733122","_type":"span","marks":[],"text":" to log into your Cliniko account you’re missing out! Not only are passkeys the most secure option, they’re also by far the most convenient once you’ve set them up."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"a343b032a658","_type":"link","href":"https://help.cliniko.com/en/articles/10287538-using-passkeys-to-log-into-cliniko-a-detailed-overview"}],"style":"normal"},{"_key":"56ac0d543cf6","_type":"block","children":[{"_key":"4e603cb180e60","_type":"span","marks":[],"text":"If you need some extra precision in your invoices, we’ve got you covered! This change to Cliniko lets you "},{"_key":"4e603cb180e61","_type":"span","marks":["46888122873d"],"text":"use decimal quantities"},{"_key":"4e603cb180e62","_type":"span","marks":[],"text":", no rounding required."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"46888122873d","_type":"link","href":"https://www.cliniko.com/blog/news/you-can-now-use-decimal-quantities-on-invoices/"}],"style":"normal"},{"_key":"a21b98eba2c5","_type":"block","children":[{"_key":"80616f70fc600","_type":"span","marks":[],"text":"Enjoy clearer and more detailed reporting (especially for group appointments) with "},{"_key":"80616f70fc601","_type":"span","marks":["b945a89aeebc"],"text":"two brand new options that replace the old Appointments export—a Calendar events export and an Attendees 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She’ll take you through"},{"_key":"9dc094285de01","_type":"span","marks":["0cc2345b2299"],"text":" how they work and why they might be useful to your practice"},{"_key":"9dc094285de02","_type":"span","marks":[],"text":"."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"0cc2345b2299","_type":"link","href":"https://redguava.wistia.com/medias/fu1wvw7aw1"}],"style":"normal"},{"_key":"e1d17a64ad63","_type":"block","children":[{"_key":"c615c9a916530","_type":"span","marks":[],"text":"[VIDEO] Customise your Cliniko calendar to better match your needs! From colour-coding your appointment types, changing your calendar view, to handy keyboard shortcuts, "},{"_key":"c615c9a916531","_type":"span","marks":["231a33ec0822"],"text":"we’ve got a calendar cheat sheet"},{"_key":"c615c9a916532","_type":"span","marks":[],"text":" for you."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"231a33ec0822","_type":"link","href":"https://www.youtube.com/watch?v=Ad9QkR0lFbM"}],"style":"normal"},{"_key":"6addca57f9e0","_type":"block","children":[{"_key":"14f6452a8de90","_type":"span","marks":["strong"],"text":"Coffee break reads"}],"markDefs":[],"style":"h3"},{"_key":"022650db4d0f","_type":"block","children":[{"_key":"7aeb408d04640","_type":"span","marks":[],"text":"Not sure about this whole passkey thing? 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Although they closed their doors last year having achieved what they set out to do, they changed thousands of lives and their incredible legacy will continue for a long time."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"ac4666febcf1","_type":"link","href":"https://www.cliniko.com/blog/news/looking-back-at-our-partnership-with-beyond-the-orphanage/"}],"style":"normal"},{"_key":"9c86ee35c9b7","_type":"block","children":[{"_key":"537985e90ef40","_type":"span","marks":[],"text":"People sometimes ask us for discounts, but "},{"_key":"537985e90ef41","_type":"span","marks":["bbb358027e28"],"text":"there are a few reasons why we don’t offer them"},{"_key":"537985e90ef42","_type":"span","marks":[],"text":"—including fairness and the fact that we already keep prices low."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"bbb358027e28","_type":"link","href":"https://www.cliniko.com/blog/work-culture/no-discounts-cliniko/"}],"style":"normal"},{"_key":"927d48561ef0","_type":"block","children":[{"_key":"0e03ddb5a2cd0","_type":"span","marks":[],"text":"Last year we trialled an AI tool to help our customer support team behind the scenes. From bad writing to inaccuracies, "},{"_key":"0e03ddb5a2cd1","_type":"span","marks":["4d1ffddde9d3"],"text":"the experience strongly confirmed our belief that AI rarely lives up to what it promises"},{"_key":"0e03ddb5a2cd2","_type":"span","marks":[],"text":" and doesn’t belong in customer support!"}],"level":1,"listItem":"bullet","markDefs":[{"_key":"4d1ffddde9d3","_type":"link","href":"https://www.cliniko.com/blog/work-culture/want-to-offer-good-customer-support-dont-use-ai/"}],"style":"normal"},{"_key":"52df344cfdef","_type":"block","children":[{"_key":"900cfa62622e0","_type":"span","marks":[],"text":"In our most recent hiring rounds, "},{"_key":"900cfa62622e1","_type":"span","marks":["d1a6c80db74a"],"text":"we’ve been shocked by how many people are using ChatGPT to write their job applications"},{"_key":"900cfa62622e2","_type":"span","marks":[],"text":"! We talk through why this definitely isn’t your strongest move to stand out from the crowd if you’re keen on a job with Cliniko and what we’d suggest doing instead."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"d1a6c80db74a","_type":"link","href":"https://www.cliniko.com/blog/work-culture/why-you-shouldnt-use-chatgpt-in-your-job-applications/"}],"style":"normal"},{"_key":"b3830fdb141f","_type":"block","children":[{"_key":"6d71d00dc4f70","_type":"span","marks":["strong"],"text":"In conclusion"}],"markDefs":[],"style":"h3"},{"_key":"a6b069b31f68","_type":"block","children":[{"_key":"8c94e11c866c","_type":"span","marks":[],"text":"\nThat’s a wrap on 2025! If you have any questions, please reach out to us. We’ll be back with more updates soon.\n"}],"markDefs":[],"style":"normal"}],"category":{"id":"-e85c7eda-c12f-5599-aa9b-0e7391d66d19","title":"Cliniko news & releases","slug":{"current":"news"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"2025-in-review"}},{"title":"Why you shouldn't use ChatGPT in your job applications","image":{"alt":"An illustration of a robot running","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/111cac44c98c11fdbb8e44ca931f5012b70698e0-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/111cac44c98c11fdbb8e44ca931f5012b70698e0-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/111cac44c98c11fdbb8e44ca931f5012b70698e0-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/111cac44c98c11fdbb8e44ca931f5012b70698e0-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/111cac44c98c11fdbb8e44ca931f5012b70698e0-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/111cac44c98c11fdbb8e44ca931f5012b70698e0-1536x1072.png?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/111cac44c98c11fdbb8e44ca931f5012b70698e0-1536x1072.png?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/111cac44c98c11fdbb8e44ca931f5012b70698e0-1536x1072.png?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#0bc0db","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/111cac44c98c11fdbb8e44ca931f5012b70698e0-1536x1072.png","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":"Love it or hate it, AI is here in a big way. But whatever your thoughts on it, using it isn’t your best strategy if you’re applying for a job at Cliniko!","subTitle":"When you’re trying to stand out from the crowd, using AI doesn’t give you the edge that you might think it does—at least not if you’re applying to Cliniko.","_rawBody":[{"_key":"133a5aa9731d","_type":"block","children":[{"_key":"5a5493862d0e0","_type":"span","marks":[],"text":"Whenever there’s a job opening at Cliniko, we tend to get flooded with applications. For our last hiring round in July, a whopping 12,168 people threw their hats in the ring! It’s humbling that so many folks want to work here, and we know that applying for jobs is time-consuming, so our team always takes time to carefully review everything we receive (you can "},{"_key":"5a5493862d0e1","_type":"span","marks":["c98a9606e3bc"],"text":"read more about our hiring process here"},{"_key":"5a5493862d0e2","_type":"span","marks":[],"text":"). But amongst the many incredible applications—and there were plenty of them—we also noticed something else: the unmistakable voice of ChatGPT."}],"markDefs":[{"_key":"c98a9606e3bc","_type":"link","href":"https://www.cliniko.com/blog/work-culture/how-unconventional-hiring-works-for-Cliniko/"}],"style":"normal"},{"_key":"eb757b6caa97","_type":"block","children":[{"_key":"1bea707e11cd0","_type":"span","marks":[],"text":"The use of AI in job applications has been on the rise for a couple of years now, but this year it was at a whole new level. Although we strongly recommended in our hiring adverts not to turn to ChatGPT, recently many people have taken to doing it anyway. And it almost always works against them. The reason we advise against relying on AI isn’t just us being crotchety; it markedly lowers the quality of your application."}],"markDefs":[],"style":"normal"},{"_key":"c44dbcc987f3","_type":"block","children":[{"_key":"d6d2ebf3e0ee0","_type":"span","marks":[],"text":"We can’t speak for every workplace, of course—these are just our thoughts on what works for us. But if you’ve wondered how we think and what we look for when we have a job opening at Cliniko, this is what you need to know!"}],"markDefs":[],"style":"normal"},{"_key":"5d41674d045a","_type":"block","children":[{"_key":"391be4bf9b070","_type":"span","marks":["strong"],"text":"Why we don’t like AI in job applications"}],"markDefs":[],"style":"h3"},{"_key":"ee3bd116234e","_type":"block","children":[{"_key":"1efbe0b38b9b0","_type":"span","marks":[],"text":"\n"},{"_key":"c7a840d7bb3c","_type":"span","marks":["strong"],"text":"It's recognisable\n\n"},{"_key":"dfe170f72273","_type":"span","marks":[],"text":"We can usually tell straight away when you’ve used AI. It’s hard to outfox us on this one. And no, it isn’t because you used a random em dash somewhere (we’re actually quite fond of an em dash around here). ChatGPT has a distinctive writing style; it’s easily recognisable, as well as being the definition of charmless. Even if you’ve “just” used it for structure, it’s glaringly obvious. When we’ve specifically signalled that we don’t like AI-generated answers in our position description, is this really your strongest play?"}],"markDefs":[],"style":"normal"},{"_key":"014700df6fed","_type":"block","children":[{"_key":"463b28b884a70","_type":"span","marks":["strong"],"text":"\nIt isn’t original"}],"markDefs":[],"style":"normal"},{"_key":"deb3eff436c9","_type":"block","children":[{"_key":"ee8fe87ec0b3","_type":"span","marks":[],"text":"Given the volume of applications that we receive, even if you tweak what ChatGPT spits out, your end result is still going to look remarkably similar to the literally thousands of other people who did precisely the same thing. When so many people are using an identical block of text as their base or even their skeleton structure, you simply can’t get far away enough from it to be original. It’s like everyone using the same Instagram filter on their photographs—it all ends up looking very generic."}],"markDefs":[],"style":"normal"},{"_key":"1b688bfd2243","_type":"block","children":[{"_key":"9a347a77f0da0","_type":"span","marks":[],"text":"For example as part of the application process for our most recent hiring round, we asked folks to write up a mock support answer in response to this prompt:\n\n"},{"_key":"9a347a77f0da1","_type":"span","marks":["em"],"text":"A potential customer has sent us an email. They are a large business of 28 practitioners but will only sign up with us if we'll offer them a discount. We don't do discounts for anyone, as it's important to us that we are fair and transparent with our pricing. All our customers are on our standard pricing plans. Please write the response you'd send to this potential customer."}],"markDefs":[],"style":"normal"},{"_key":"009d348c4dc3","_type":"block","children":[{"_key":"2ff613c62bfb0","_type":"span","marks":[],"text":"One of the giveaways of a ChatGPT response was to congratulate the customer on having grown their business to 28 practitioners. When you think about it, this is a strange thing to say; it’s irrelevant to the customer’s query, a touch obsequious, and not really a statement that most humans would make organically."}],"markDefs":[],"style":"normal"},{"_key":"aafa50f0a1c8","_type":"block","children":[{"_key":"f50489e54ded0","_type":"span","marks":[],"text":"Yet here are just a few of the thousands of variations of this statement that we received:"}],"markDefs":[],"style":"normal"},{"_key":"e3639245b9e7","_type":"block","children":[{"_key":"83ad483117a50","_type":"span","marks":[],"text":"I see that you have 28 practitioners you’d like to sign with us? That’s amazing! It’s clear you have a sound business plan."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"7d8a0013e8b9","_type":"block","children":[{"_key":"ef7141fe443c0","_type":"span","marks":[],"text":"We’re thrilled to connect with a top-notch practice like yours, with 28 amazing doctors and nurses."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"90c95b7402da","_type":"block","children":[{"_key":"f7a5d3503eb80","_type":"span","marks":[],"text":"First of all, congratulations on building a team of 28 practitioners—that’s a major achievement! Growing to this size takes vision, commitment, and a strong operational foundation."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"3cc86ee2e277","_type":"block","children":[{"_key":"500d99b8a95a0","_type":"span","marks":[],"text":"28 practitioners in your business! Wow! That’s incredible growth and what an impact you must make."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"7f607958c91e","_type":"block","children":[{"_key":"628453ea6aa10","_type":"span","marks":[],"text":"We’re thrilled to hear you’re considering Cliniko for your team of 28 practitioners, what a powerhouse of a practice."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"d319780ea5e0","_type":"block","children":[{"_key":"13ea5502a7600","_type":"span","marks":[],"text":"We are delighted to know your interests in Cliniko’s services for your esteemed business of 28 practitioners."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"8314344c5f97","_type":"block","children":[{"_key":"2ddd65a0aa8f0","_type":"span","marks":[],"text":"Wow, 28 practitioners! That is an incredible team!"}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"38b7346d4a76","_type":"block","children":[{"_key":"7547b7bf6bc80","_type":"span","marks":[],"text":"As you can see, there’s a clear similarity between the tone of these answers. And none of them are good."}],"markDefs":[],"style":"normal"},{"_key":"27acf72dd50e","_type":"block","children":[{"_key":"6b3e1acfc07c0","_type":"span","marks":["strong"],"text":"\nIt doesn’t set you up well for our workplace"}],"markDefs":[],"style":"normal"},{"_key":"9c0d45384fcf","_type":"block","children":[{"_key":"f846631707de","_type":"span","marks":[],"text":"We don’t rely on AI in our workplace, so it doesn’t make a lot of sense to us when people use it in their applications. For starters, if we used AI to do the work, then we wouldn’t be hiring humans for the role! But it’s also self-defeating to use it in your application because if you were successful and got the job, you wouldn’t be using it in your day-to-day life at Cliniko anyway."}],"markDefs":[],"style":"normal"},{"_key":"7c6247132150","_type":"block","children":[{"_key":"ad131f0baedf0","_type":"span","marks":["strong"],"text":"What to do instead"}],"markDefs":[],"style":"h3"},{"_key":"89272d26f205","_type":"block","children":[{"_key":"9a778999b5c70","_type":"span","marks":[],"text":"Rather than resorting to AI, if you’re looking to get a job with Cliniko, here’s what we’d recommend doing instead. You’ll also find some words of wisdom from Bobbie and Lily, two of our most recent additions to the support team, who share how they successfully made it through the hiring process."}],"markDefs":[],"style":"normal"},{"_key":"f9c8a9808d30","_type":"block","children":[{"_key":"a09f5c9779f00","_type":"span","marks":["strong"],"text":"\nRead the advert clearly"}],"markDefs":[],"style":"normal"},{"_key":"8ae0f192bc61","_type":"block","children":[{"_key":"93d185a0d9450","_type":"span","marks":[],"text":"We give clear pointers as to what we’re looking for in our job description. If we’ve said don’t use AI, we mean it! We also ask people not to submit resumes for a reason, so regurgitating your corporate successes isn’t a great idea either."}],"markDefs":[],"style":"normal"},{"_key":"4ebc1c62ee66","_type":"block","children":[{"_key":"f6e833083e1d0","_type":"span","marks":[],"text":"Bobbie did her homework and learned, not just about Cliniko the product but also Cliniko the company:"},{"_key":"f6e833083e1d1","_type":"span","marks":["strong"],"text":" “"},{"_key":"f6e833083e1d2","_type":"span","marks":[],"text":"I was basically doing my research to understand the company as well as I could and be sure that a) I would enjoy working there and b) I could see what value I would be bringing to the table.” We think this is great advice! Whether you’re a match for us isn’t the only thing to consider; it’s also crucial to ask yourself whether we’re the right match for you."}],"markDefs":[],"style":"normal"},{"_key":"c611f5d0888f","_type":"block","children":[{"_key":"5fa8fb78ab2c0","_type":"span","marks":["strong"],"text":"\nBe engaging"}],"markDefs":[],"style":"normal"},{"_key":"160fb61d6474","_type":"block","children":[{"_key":"89f139fd52ef0","_type":"span","marks":[],"text":"When you’re up against 12,167 other people, your application needs to show some personality if you want to stand out from the crowd. You don’t need to put on a performance or use gimmicks to get our attention; just be as natural as you can and give us a reason to take you through to the next stage. The “about me” section (which is a staple across all our jobs) really needs to shine. Think of this as our first meeting with you. It’s a chance to build some rapport with us and show us who you are—make us want to keep reading. It’s a unique job, so show us a unique application!"}],"markDefs":[],"style":"normal"},{"_key":"8a2d0e3f39a7","_type":"block","children":[{"_key":"d61b7a2f19a00","_type":"span","marks":[],"text":"Bobbie was determined to be herself throughout the process and it worked in her favour. “Oftentimes I ask a family member to read over my applications for things I care a lot about (my writing style has been called “flowery” by my dear family in the past!),” she says. “But this time, I thought, ‘I’m just going to be exactly me, let my light, my voice, my floweriness, all stay exactly as they naturally are. If they like it, great. If not, not.’ Being myself in that first round set the tone for the whole process. With every other round that came, it wasn't a question of ‘am I good enough?’, it was a question of ‘does what I bring to the table match what this crew wants to have on their table?’” Bobbie is spot on. "},{"_key":"d61b7a2f19a01","_type":"span","marks":["bef3746fa60f"],"text":"Authenticity is very important to us at Cliniko"},{"_key":"d61b7a2f19a02","_type":"span","marks":[],"text":", so we’re always looking to get a sense of who you genuinely are if you’re applying for a job."}],"markDefs":[{"_key":"bef3746fa60f","_type":"link","href":"https://www.cliniko.com/blog/work-culture/authenticity-in-the-workplace/"}],"style":"normal"},{"_key":"61e812193508","_type":"block","children":[{"_key":"7330b21e79f5","_type":"span","marks":["strong"],"text":"\nDemonstrate some effort"}],"markDefs":[],"style":"normal"},{"_key":"c0e42c874ecb","_type":"block","children":[{"_key":"5aff2d4b34e4","_type":"span","marks":[],"text":"The job market is tough, and we know it can be hard to put a mountain of effort into one application when you’re applying for a bunch of roles and up against stiff competition. But if you’re genuinely interested in a job with Cliniko, a low-effort application won’t get you anywhere. Keep in mind that our team reads every single application we get; you’re not going into a slush pile that an AI program will mine for key words—multiple humans will review and consider what you’ve put together. For us, effort means that you’ve taken the time to read our website, do some research, and tailor your application to what we’ve asked. Writing that’s riddled with typos and bad grammar isn’t a great look either."}],"markDefs":[],"style":"normal"},{"_key":"84f3956d83e5","_type":"block","children":[{"_key":"55cf3ab7ed380","_type":"span","marks":[],"text":"Lily found a sweet spot in her application between talking about her work background while also bringing in her personal achievements and goals. But getting that balance right didn’t come without effort. “I went back and forth so many times writing that initial “about me” section, trying to find the right balance of authenticity and experience,” she recalls. “In hindsight, I wish I'd been a bit more personable (this is me being super critical as I got the job). But when I read that application back, knowing what I now know about Cliniko, it almost feels too formal. I did try and throw a little joke in there at the end to get my sense of humour across, however, that joke was never acknowledged at any point during the process going forward, so I can only assume it went down like a bloody dad joke. Still, I wanted to leave a lasting impression, good or bad dad joke I suppose!” The hard work paid off with what Lily wrote. And never be afraid to throw in a dad joke—we’re here for it!"}],"markDefs":[],"style":"normal"},{"_key":"1a44215907df","_type":"block","children":[{"_key":"ed1c5e5f04c00","_type":"span","marks":["strong"],"text":"\nDon’t rush"}],"markDefs":[],"style":"normal"},{"_key":"cb2bdce8b0d1","_type":"block","children":[{"_key":"7010693e1b4d0","_type":"span","marks":[],"text":"Take your time with your application and don’t just apply for the sake of applying. That will almost never get you the job, and it’s not a good use of our time or yours. Lily admits to being painstaking across all stages of her application. “I took my time,” she says, “I'm so glad I did, because there were moments when I thought I'd finished but after rereading it, I'd find sections that weren’t quite right, or where more accurate information could have been added.”"}],"markDefs":[],"style":"normal"},{"_key":"d33eb966e43b","_type":"block","children":[{"_key":"d042c1d8d8eb0","_type":"span","marks":[],"text":"We hope this helps. Whether you’re applying for a job at Cliniko or somewhere else, we wish you the best of luck."}],"markDefs":[],"style":"normal"},{"_key":"a6414a5c3d08","_type":"block","children":[{"_key":"0320cc74024b0","_type":"span","marks":[],"text":"\n"}],"markDefs":[],"style":"normal"}],"category":{"id":"-3d8236a9-7f59-580b-8d0d-20ae5259ec1d","title":"Work culture","slug":{"current":"work-culture"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"why-you-shouldnt-use-chatgpt-in-your-job-applications"}}]},"categories":[{"id":"-69be6ec1-fe49-51fc-b4ed-068a224501f3","title":"Practice management tips","_rawDescription":[{"_key":"8a1d1573a538","_type":"block","children":[{"_key":"8a1d1573a5380","_type":"span","marks":[],"text":"Here at Cliniko, we know a lot about websites, software, running businesses, and digital marketing. 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Here are some practical tips you can use to do just that!","subTitle":" In tough economic times, pinpointing where your marketing is underperforming (and how to fix it) can help you save money and continue to grow your business. Here are some practical tips you can use to do just that!","_rawBody":[{"_key":"bb7b9954073a","_type":"block","children":[{"_key":"a9750f2ae2710","_type":"span","marks":[],"text":"Is it possible to save money on marketing and grow your healthcare business at the same time? If you’ve considered spending less due to inflation or concerns about the economy, marketing may be one of the more tempting areas to cut on the budget sheet. And that makes sense on the face of it: if you are currently in a situation where appointments aren’t filling up like they once were but your expenses are rising, it’s easy to wonder why you should continue to invest in reaching prospective new clients."}],"markDefs":[],"style":"normal"},{"_key":"534bbd2a8658","_type":"block","children":[{"_key":"aebe4d3b5cea0","_type":"span","marks":[],"text":"Maybe you’re already seeing a drop in visits to your clinic’s website, fewer people heading to your bookings page, or perhaps the costs of your ad campaigns on platforms like Google and Facebook are climbing. It’s tempting to throw your hands up and quit, especially if you don’t have the time to dig into your marketing performance on a granular level. But there may be more straightforward ways to improve your efficiency than you realise."}],"markDefs":[],"style":"normal"},{"_key":"40cb3d4be7ea","_type":"block","children":[{"_key":"5f6c8b4b5a390","_type":"span","marks":[],"text":"Odds are you’ve heard the famous quote, “you have to spend money to make money”. But there’s a big difference between spending money on activities that bring a net positive return (also known as a return on investment or “ROI” for short) for your business and those that don’t."}],"markDefs":[],"style":"normal"},{"_key":"f5a5c1da0536","_type":"block","children":[{"_key":"5dfd96e5f5ce0","_type":"span","marks":[],"text":"With marketing, especially (but not exclusively) during times of economic change, the line between which tactics are worth it from an ROI perspective and which are not can go a bit fuzzy. There may be multiple factors influencing whether a patient books in to see you or not, and that can really muddy the waters in terms of figuring out where you can improve your marketing performance."}],"markDefs":[],"style":"normal"},{"_key":"d609a66febf6","_type":"block","children":[{"_key":"49b9bcf9a31c0","_type":"span","marks":[],"text":"Every business is different—only you can decide what’s right for your clinic when it comes to adjusting the levers, so to speak. But if you’re looking for some tips on how to improve the return on your marketing efforts, here are a few ideas on how you can book more new patients for your money."}],"markDefs":[],"style":"normal"},{"_key":"6a0fd4d2506d","_type":"block","children":[{"_key":"195f661f229d0","_type":"span","marks":[],"text":"If you only have time to try one thing…\n"}],"markDefs":[],"style":"h3"},{"_key":"dd6a8fcb3930","_type":"block","children":[{"_key":"f8cbc6e12ad90","_type":"span","marks":[],"text":"All of the tips I’ll be sharing are based around the concept of the marketing funnel, which is just a fancy way of explaining how your clients relate to your business as they engage with you."}],"markDefs":[],"style":"normal"},{"_key":"37a68b123c50","_type":"editorImage","alt":"An illustration of the marketing funnel, including awareness, consideration, conversion, loyalty, and advocacy phases.","asset":{"_id":"image-4aa9f4f62c3c403d753c85c2def74bd3bf1f1fdb-1920x991-png","_type":"sanity.imageAsset","_rev":"teEQ5oT0FVhAoI7z49W41k","_createdAt":"2022-10-05T10:39:07Z","_updatedAt":"2022-10-05T10:39:07Z","assetId":"4aa9f4f62c3c403d753c85c2def74bd3bf1f1fdb","extension":"png","metadata":{"_type":"sanity.imageMetadata","blurHash":"MsOpumt7~qofs;Ilj[nOj@tR+sazNbj[Ne","dimensions":{"_type":"sanity.imageDimensions","aspectRatio":1.9374369323915237,"height":991,"width":1920},"hasAlpha":false,"isOpaque":true,"lqip":"data:image/png;base64,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","palette":{"_type":"sanity.imagePalette","darkMuted":{"_type":"sanity.imagePaletteSwatch","background":"#2f3854","foreground":"#fff","population":0.17,"title":"#fff"},"darkVibrant":{"_type":"sanity.imagePaletteSwatch","background":"#097d9f","foreground":"#fff","population":7.58,"title":"#fff"},"dominant":{"_type":"sanity.imagePaletteSwatch","background":"#097d9f","foreground":"#fff","population":7.58,"title":"#fff"},"lightMuted":{"_type":"sanity.imagePaletteSwatch","background":"#cacba9","foreground":"#000","population":1.11,"title":"#fff"},"lightVibrant":{"_type":"sanity.imagePaletteSwatch","background":"#f8a58d","foreground":"#000","population":5.41,"title":"#fff"},"muted":{"_type":"sanity.imagePaletteSwatch","background":"#67a6a3","foreground":"#fff","population":2.07,"title":"#fff"},"vibrant":{"_type":"sanity.imagePaletteSwatch","background":"#fbb719","foreground":"#000","population":6.2,"title":"#fff"}}},"mimeType":"image/png","originalFilename":"funnel (2).png","path":"images/3rd8yckx/production/4aa9f4f62c3c403d753c85c2def74bd3bf1f1fdb-1920x991.png","sha1hash":"4aa9f4f62c3c403d753c85c2def74bd3bf1f1fdb","size":22801,"uploadId":"rf1EmlGv5SbqQmpoxxN32FjQq6SATDba","url":"https://cdn.sanity.io/images/3rd8yckx/production/4aa9f4f62c3c403d753c85c2def74bd3bf1f1fdb-1920x991.png","filename":"funnel (2).png","width":1920,"height":991,"placeholderUrl":"https://cdn.sanity.io/images/3rd8yckx/production/4aa9f4f62c3c403d753c85c2def74bd3bf1f1fdb-1920x991.png?rect=630,0,661,991&w=%width%&h=%height%&q=80","id":"image-4aa9f4f62c3c403d753c85c2def74bd3bf1f1fdb-1920x991-png","children":[],"parent":null},"caption":[{"_key":"f0f41e588be6","_type":"block","children":[{"_key":"3466c80c8e2f","_type":"span","marks":[],"text":"The marketing funnel is a way of visualising the process of a new prospect discovering your business, becoming your patient, and finally, an advocate"}],"markDefs":[],"style":"normal"}]},{"_key":"51da7d9e72ee","_type":"block","children":[{"_key":"151793216f7f0","_type":"span","marks":[],"text":"At the top of the funnel, you have people who are not aware of your business at all— these are people who may have a problem you can solve, but don’t know that you can solve it. They may be researching possible solutions to their problem by Googling or asking people in their network for help, and that could be how they first find you. So making sure your business appears in places where people are most likely to seek information or solutions on how to fix a problem you can solve is very important."}],"markDefs":[],"style":"normal"},{"_key":"7604c30b307d","_type":"block","children":[{"_key":"d7a8ab49be4d0","_type":"span","marks":[],"text":"Once you have their attention, they begin the phase of considering your services and deciding whether you’re going to be able to solve their problem versus your competitors. This can happen instantly or it can take some time, so making sure you have a good amount of helpful, relevant information on your website, directory listings, social media, etc. is important for reducing friction at this phase."}],"markDefs":[],"style":"normal"},{"_key":"a7a1ca4f7051","_type":"block","children":[{"_key":"01abafea141e0","_type":"span","marks":[],"text":"Next comes the “conversion” phase, the magical step when a new prospect decides to book in to see you. It’s tempting to focus all your attention on this part of the funnel if your booking rate is lower than you want, but don’t underestimate the role that the first two parts of the funnel (awareness and consideration) play in helping your prospects turn into clients."}],"markDefs":[],"style":"normal"},{"_key":"cddc30ac5f78","_type":"block","children":[{"_key":"c73b86ec36690","_type":"span","marks":[],"text":"After conversion, the quality of the service you provide will determine their loyalty and whether they advocate for your business and recommend you to others."}],"markDefs":[],"style":"normal"},{"_key":"35e1ca6941b4","_type":"block","children":[{"_key":"5dfcd6bdd0560","_type":"span","marks":[],"text":"That’s a long-winded way of explaining why one of the best ways to improve the returns of your marketing and find the most effective fixes to implement, is "},{"_key":"5dfcd6bdd0561","_type":"span","marks":["strong"],"text":"to pinpoint and eliminate anything that makes it more difficult for a prospective client to move through the funnel and book in with you. "},{"_key":"5dfcd6bdd0562","_type":"span","marks":[],"text":"(This is referred to as “friction” by marketers)."}],"markDefs":[],"style":"normal"},{"_key":"c3df34199f70","_type":"block","children":[{"_key":"1cd68a243e960","_type":"span","marks":[],"text":"Essentially, by figuring out exactly what about your marketing is underperforming, you can first identify which part of the funnel has more friction than you want. From there, you can make small adjustments aimed at helping your ideal client, the one whose problem you feel "},{"_key":"1cd68a243e961","_type":"span","marks":["em"],"text":"best suited"},{"_key":"1cd68a243e962","_type":"span","marks":[],"text":" to solve, find and choose you!"}],"markDefs":[],"style":"normal"},{"_key":"2ecdc8c23fca","_type":"block","children":[{"_key":"bb25abf2fddc0","_type":"span","marks":[],"text":"The good news is that there are lots of ways to reduce friction that are neither expensive nor especially complicated, and definitely do not require extensive marketing training. In fact, much of it comes down to how well you understand who you are marketing to and their needs."}],"markDefs":[],"style":"normal"},{"_key":"e632b93a9339","_type":"block","children":[{"_key":"ba165881f39e0","_type":"span","marks":[],"text":"What to try if you have fewer new prospective patients contacting your clinic or visiting your website\n"}],"markDefs":[],"style":"h3"},{"_key":"d3397df7e88f","_type":"block","children":[{"_key":"5ce6f191db250","_type":"span","marks":[],"text":"Even if you don’t take online bookings on your clinic website, your digital presence matters a lot when it comes to getting on your ideal patient’s radar. And making your online presence work harder for you is a great way to improve the value you derive from things like your website hosting fees and the resources that go into keeping it up to date."}],"markDefs":[],"style":"normal"},{"_key":"22e9b1b9e5e7","_type":"block","children":[{"_key":"e5cdce03d2ce0","_type":"span","marks":[],"text":"If you’re offering services with a lot of competition in your area, one way to get ahead is to think about what sets your business apart in the eyes of your ideal client."}],"markDefs":[],"style":"normal"},{"_key":"ed8fc77a095d","_type":"block","children":[{"_key":"3725ee9402cf0","_type":"span","marks":[],"text":"Do you have a niche area of expertise compared to your competitors? If so, anywhere your ideal client can discover your business for the first time is a great place to highlight what makes you unique, and show off the value you can deliver to them. You stand to become more efficient mainly by spending some time empathising with your prospects' specific needs and what they’d most want to know about you before booking, especially now they may be extra budget-conscious."}],"markDefs":[],"style":"normal"},{"_key":"5dbad324a23e","_type":"block","children":[{"_key":"09603ad99a530","_type":"span","marks":[],"text":"In previous blog posts we’ve covered off the potential benefits of using "},{"_key":"09603ad99a531","_type":"span","marks":["73c39d1720d1"],"text":"Google Maps as a marketing platform"},{"_key":"09603ad99a532","_type":"span","marks":[],"text":". Make sure all your information listed there and on your Google Business Profile is up to date and accurate—in particular, that your contact and booking information are clearly visible, and that you’ve included your logo and photos, if available."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"73c39d1720d1","_type":"link","href":"https://www.cliniko.com/blog/how-to/how-to-get-more-patients-for-your-clinic-with-google-maps/"}],"style":"normal"},{"_key":"a87b36ecf48d","_type":"block","children":[{"_key":"a27b8f87b7600","_type":"span","marks":[],"text":"If you’re paying for your clinic to appear in a professional directory–for example if you’re a UK-based psychotherapist and you appear in the"},{"_key":"a27b8f87b7601","_type":"span","marks":["01fe7618bf96"],"text":" BACP directory"},{"_key":"a27b8f87b7602","_type":"span","marks":[],"text":", make sure your profile is as complete as possible with details about the services you provide and what it’s like to work with you. Rather than just listing out the therapies you practice, try writing about the common problems you solve for your clients and the results they can expect to gain if they work with you. Add high quality photos if you can."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"01fe7618bf96","_type":"link","href":"https://www.bacp.co.uk/about-therapy/how-to-find-a-therapist/?gclid=Cj0KCQjw94WZBhDtARIsAKxWG-97ue1u_6cmbZ6QQTioOrrkA_ifbHIxgB7v8EhxjXl6cKjzd65fo8waAkSSEALw_wcB"}],"style":"normal"},{"_key":"2ec5743206ad","_type":"block","children":[{"_key":"89b222f386d80","_type":"span","marks":[],"text":"What to try if you have fewer new patients booking in treatments\n"}],"markDefs":[],"style":"h3"},{"_key":"e0d3b4edb9d4","_type":"block","children":[{"_key":"d6bb7818b3bd0","_type":"span","marks":[],"text":"During difficult economic times, people tend to "},{"_key":"d6bb7818b3bd1","_type":"span","marks":["11bce6cbbdd1"],"text":"change their purchasing behaviours"},{"_key":"d6bb7818b3bd2","_type":"span","marks":[],"text":" and the consideration process may be longer and more price-sensitive than usual. In fact, many of us will be seeking discounts and value offers now. This can create a situation where it’s tempting to broadcast out discounts for services, particularly if that’s what your competition is up to. Avoid a race to the bottom by considering these ideas first."}],"markDefs":[{"_key":"11bce6cbbdd1","_type":"link","href":"https://www.thinkwithgoogle.com/intl/en-gb/consumer-insights/consumer-trends/financial-uncertainty-preparation/"}],"style":"normal"},{"_key":"feaa3c61478b","_type":"block","children":[{"_key":"0ef4f88b7e500","_type":"span","marks":[],"text":"The number one question to ask yourself is whether you have removed as much friction as you can for your ideal patient to book in with you. Do your patients book through your website or via the phone? Either way, make sure the relevant information they need to get in touch or book in is displayed prominently on your website, ideally on each page so that your patients don’t need to go hunting for it. Just doing this can help you get more bookings from the same amount of visitors."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"e762eefec4d5","_type":"block","children":[{"_key":"9344d3ff915f0","_type":"span","marks":[],"text":"You can also get more from your booking system by considering whether your appointment types have clear enough descriptions that your patients can easily self-select the best option for them. Having a "},{"_key":"9344d3ff915f1","_type":"span","marks":["632b6c19e6cf"],"text":"special appointment type"},{"_key":"9344d3ff915f2","_type":"span","marks":[],"text":" for new patients can also help lay the groundwork for what they can expect working with you—and it’s a chance for you to highlight any intro offers you have available, too!"}],"level":1,"listItem":"bullet","markDefs":[{"_key":"632b6c19e6cf","_type":"link","href":"https://help.cliniko.com/en/articles/1023911-set-up-appointment-types"}],"style":"normal"},{"_key":"a77052a8f03f","_type":"block","children":[{"_key":"fc97db40e7740","_type":"span","marks":[],"text":"Content creation is another great way to educate your prospects on what to expect when they work with you and for you to deliver value without discounting. You can create pages on your site for each of your main services, demonstrating your expertise and offering practical advice if appropriate. Don’t forget to explain what kind of outcomes your patients can expect from your services–how can you make their lives better? Consider incorporating client recommendations or testimonials, especially on your home and booking pages."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"d6dae0989c38","_type":"block","children":[{"_key":"e16a622d40fa0","_type":"span","marks":[],"text":"What to try if your digital marketing costs are rising\n"}],"markDefs":[],"style":"h3"},{"_key":"b60b1a80fae0","_type":"block","children":[{"_key":"d6d58772452d","_type":"span","marks":[],"text":"No, you’re not imagining it: just like many of our day to day expenses, the cost of advertising online can be affected by inflation, too, and if you rely on a big, competitive ad platform like Facebook or Google this can cause some scary fluctuations in performance. The best way to manage inflated digital ad costs may not necessarily be to rush to turn off all your campaigns, which could slow you down in the long run. Consider the following first:"}],"markDefs":[],"style":"normal"},{"_key":"4ab3e161f8bc","_type":"block","children":[{"_key":"de3968517aa70","_type":"span","marks":[],"text":"Audit your accounts and reassess whether your campaign objectives still make financial sense for your business—and that they are driving prospects who are more likely to book. For example, if you are running campaigns with awareness or website click objectives, you may be getting more impressions on your campaigns for a lower price, but missing out on prospects who are ready to book sooner rather than later. The same goes for running ads that direct people to your homepage rather than your booking page. It may make more financial sense to focus your budget on campaigns that are targeting people with a stronger intention to book."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"37a87ea2d28c","_type":"block","children":[{"_key":"a6007a164d7b0","_type":"span","marks":[],"text":"Double check that any geographical targeting and ad audiences you are using still make sense for your business as well. If your priority is finding prospective clients most likely to book in, it could be worth focusing more of your existing budget on people based closer to your clinic and who are a closer demographic match to your ideal client/core existing client base."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"e60d3a30c6b2","_type":"block","children":[{"_key":"e1120ae0acc00","_type":"span","marks":[],"text":"One of the best ways to improve the efficiency of your paid ad campaigns may be to adjust your ads themselves, and experiment with ad text or creative so it’s more targeted towards what your ideal prospect needs now—especially if it’s been a while since your last refresh. For example, instead of an ad headline or copy that focuses on the fact that you offer physiotherapy services in your local town, you could experiment with a new headline that highlights how quickly a physiotherapy appointment can be booked."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"ccddc8b9f032","_type":"block","children":[{"_key":"156714a3ac900","_type":"span","marks":[],"text":"If you decide you definitely need to cut back on your digital ad spend, you can consider ramping up your word of mouth efforts at the same time. Depending on your profession and the relevant laws around marketing in your country, this can include anything from offering your existing customers a reward for anyone they recommend, to partnering with another local business to incentivise footfall for you both."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"7b9d35e74555","_type":"block","children":[{"_key":"ce858e97b43d","_type":"span","marks":[],"text":"These are just a few ideas you can use to help you continue to grow your business while dealing with a tough economy. And it’s definitely not exhaustive! For more support on making your marketing budget go further for nurturing existing clients, check out our guest post by Alan Zaia called "},{"_key":"e42501f68e741","_type":"span","marks":["68ee96ee2e49"],"text":"Marketing smarter not harder."}],"markDefs":[{"_key":"68ee96ee2e49","_type":"link","href":"https://www.cliniko.com/blog/practice-tips/marketing-smarter-not-harder/"}],"style":"normal"}],"category":{"id":"-8bfd8f8f-040e-57e7-9f48-b0e506061e2c","title":"How to","slug":{"current":"how-to"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"how-to-boost-your-clinics-marketing-efficiency-while-costs-are-rising"}}},{"node":{"title":"5 essentials for securing patient health data","image":{"alt":"Illustration of a security guard holding a clipboard containing patient data.","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/6a1133508a972c4ff2539f1e4b269d9fa13b9d42-1920x1088.png?rect=235,0,1451,1088&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/6a1133508a972c4ff2539f1e4b269d9fa13b9d42-1920x1088.png?rect=235,0,1451,1088&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/6a1133508a972c4ff2539f1e4b269d9fa13b9d42-1920x1088.png?rect=236,0,1449,1088&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/6a1133508a972c4ff2539f1e4b269d9fa13b9d42-1920x1088.png?rect=235,0,1451,1088&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/6a1133508a972c4ff2539f1e4b269d9fa13b9d42-1920x1088.png?rect=235,0,1451,1088&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/6a1133508a972c4ff2539f1e4b269d9fa13b9d42-1920x1088.png?rect=235,0,1451,1088&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/6a1133508a972c4ff2539f1e4b269d9fa13b9d42-1920x1088.png?rect=235,0,1450,1088&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/6a1133508a972c4ff2539f1e4b269d9fa13b9d42-1920x1088.png?rect=235,0,1451,1088&w=1600&h=1200&auto=format 1600w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/6a1133508a972c4ff2539f1e4b269d9fa13b9d42-1920x1088.png?rect=235,0,1451,1088&w=1920&h=1440&auto=format 1920w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#4c344c","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/6a1133508a972c4ff2539f1e4b269d9fa13b9d42-1920x1088.png","metadata":{"dimensions":{"height":1088,"width":1920}}}},"description":"When you’re working in healthcare, you can never be too careful with your patients health information. Here's the five things we recommend you do to keep your patient records as secure as possible.","subTitle":"When you’re working in healthcare, you can never be too careful with your patients health information. Here's the five things we recommend you do to keep your patient records as secure as possible.","_rawBody":[{"_key":"aebd077d4508","_type":"block","children":[{"_key":"aebd077d45080","_type":"span","marks":[],"text":"Strong security is crucial for any business that stores its clients’ personal information. Your patients depend on you to keep their records safe, and you can’t let them down. Because after all, you not only have a professional and legal obligation to protect their privacy, but the success of your business depends on it."}],"markDefs":[],"style":"normal"},{"_key":"ebadcb9e2e3b","_type":"block","children":[{"_key":"ebadcb9e2e3b0","_type":"span","marks":[],"text":"With this in mind, here are five basic safety measures you can take that will dramatically increase the security of your data:"}],"markDefs":[],"style":"normal"},{"_key":"a5190f1f9de9","_type":"block","children":[{"_key":"a5190f1f9de90","_type":"span","marks":[],"text":"Install "},{"_key":"a5190f1f9de91","_type":"span","marks":["strong"],"text":"security updates"},{"_key":"a5190f1f9de92","_type":"span","marks":[],"text":"."}],"level":1,"listItem":"number","markDefs":[],"style":"normal"},{"_key":"3d1d0d00753c","_type":"block","children":[{"_key":"3d1d0d00753c0","_type":"span","marks":[],"text":"Use "},{"_key":"3d1d0d00753c1","_type":"span","marks":["strong"],"text":"strong passwords"},{"_key":"3d1d0d00753c2","_type":"span","marks":[],"text":" and keep them guarded."}],"level":1,"listItem":"number","markDefs":[],"style":"normal"},{"_key":"78cce93741d8","_type":"block","children":[{"_key":"78cce93741d80","_type":"span","marks":[],"text":"Enable "},{"_key":"78cce93741d81","_type":"span","marks":["strong"],"text":"two-factor authentication"},{"_key":"78cce93741d82","_type":"span","marks":[],"text":"."}],"level":1,"listItem":"number","markDefs":[],"style":"normal"},{"_key":"8f4fb0966c3a","_type":"block","children":[{"_key":"8f4fb0966c3a0","_type":"span","marks":["strong"],"text":"Encrypt"},{"_key":"8f4fb0966c3a1","_type":"span","marks":[],"text":" your data."}],"level":1,"listItem":"number","markDefs":[],"style":"normal"},{"_key":"6b56667a8904","_type":"block","children":[{"_key":"6b56667a89040","_type":"span","marks":[],"text":"Safely store and "},{"_key":"6b56667a89041","_type":"span","marks":["strong"],"text":"back up your data"},{"_key":"6b56667a89042","_type":"span","marks":[],"text":"."}],"level":1,"listItem":"number","markDefs":[],"style":"normal"},{"_key":"2d290a642e7e","_type":"block","children":[{"_key":"2d290a642e7e0","_type":"span","marks":[],"text":"There are, of course, other precautions you can take. This is not intended to be a comprehensive list. Instead, use the information provided as a guide to help you maintain a minimum level of security so that you (and your clients) can sleep a little easier at night."}],"markDefs":[],"style":"normal"},{"_key":"2ddb42f8e94b","_type":"editorImage","alt":"Illustration of a laptop performing a system update.","asset":{"_id":"image-0da74005d91453c0721db9eeff8c3a386658b843-1601x705-png","_type":"sanity.imageAsset","_rev":"j2Z5qHVMlcj0TMj06dXuLE","_createdAt":"2020-01-21T08:46:52Z","_updatedAt":"2020-01-21T08:46:52Z","assetId":"0da74005d91453c0721db9eeff8c3a386658b843","extension":"png","metadata":{"_type":"sanity.imageMetadata","dimensions":{"_type":"sanity.imageDimensions","aspectRatio":2.270921985815603,"height":705,"width":1601},"hasAlpha":false,"isOpaque":true,"lqip":"data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAABQAAAAJCAIAAAC9o5sfAAAACXBIWXMAAAsSAAALEgHS3X78AAAA50lEQVQoz4WR226DMAyG+/6vtF1sb9Cp2l01EShrCCSBnJ3Taro7NJj1X1iKP+e3ffrZifrUcZz+xHKtkItL2acMucZSU6ml/gdjAZaamKiBq7Rfsx1smH3UkEIqG34L4w8GkAyXUb914r0Tn5Om2nMHBjI62oXxxaUifOx1OA/qhfBXwi9M3XUYLahjOJe6QGImMOUaJs/d+PEtWmkmg3BA5+UAjqVwH2+Lo3xh9+HW054JJjVdLDp/wjszr6vKq2cy24ardpSECTItrTCNNNhRQTqyjY3xPMLD5FYxG1C/OS485O2xHpHvDNFyD4xEAAAAAElFTkSuQmCC","palette":{"_type":"sanity.imagePalette","darkMuted":{"_type":"sanity.imagePaletteSwatch","background":"#4e8496","foreground":"#fff","population":0.01,"title":"#fff"},"darkVibrant":{"_type":"sanity.imagePaletteSwatch","background":"#21718a","foreground":"#fff","population":0.04,"title":"#fff"},"dominant":{"_type":"sanity.imagePaletteSwatch","background":"#9dc4ca","foreground":"#000","population":0.55,"title":"#fff"},"lightMuted":{"_type":"sanity.imagePaletteSwatch","background":"#9dc4ca","foreground":"#000","population":0.55,"title":"#fff"},"lightVibrant":{"_type":"sanity.imagePaletteSwatch","background":"#faa188","foreground":"#000","population":0.14,"title":"#fff"},"muted":{"_type":"sanity.imagePaletteSwatch","background":"#5e92a4","foreground":"#fff","population":0.09,"title":"#fff"},"vibrant":{"_type":"sanity.imagePaletteSwatch","background":"#448ca1","foreground":"#fff","population":0.01,"title":"#fff"}}},"mimeType":"image/png","originalFilename":"system-update.png","path":"images/3rd8yckx/production/0da74005d91453c0721db9eeff8c3a386658b843-1601x705.png","sha1hash":"0da74005d91453c0721db9eeff8c3a386658b843","size":13055,"uploadId":"OIMhezA4C1P10xBkq32A7SjjXR4qY7kq","url":"https://cdn.sanity.io/images/3rd8yckx/production/0da74005d91453c0721db9eeff8c3a386658b843-1601x705.png","filename":"system-update.png","width":1601,"height":705,"placeholderUrl":"https://cdn.sanity.io/images/3rd8yckx/production/0da74005d91453c0721db9eeff8c3a386658b843-1601x705.png?rect=566,0,470,705&w=%width%&h=%height%&q=80","id":"image-0da74005d91453c0721db9eeff8c3a386658b843-1601x705-png","children":[],"parent":null},"position":"normal"},{"_key":"c6c732753b5e","_type":"numberedSubHeading","heading":"Install system updates.","number":1},{"_key":"b330ab9ba8ac","_type":"block","children":[{"_key":"b330ab9ba8ac0","_type":"span","marks":[],"text":"No matter which operating system you use, the number one thing you can do to protect your data is to install all updates as soon as they become available. Don’t put it off – no matter how inconvenient the timing may be."}],"markDefs":[],"style":"normal"},{"_key":"13479462dd21","_type":"block","children":[{"_key":"13479462dd210","_type":"span","marks":[],"text":"It’s dreadfully easy to select “Not now” or “Install later,” but this is the exact opposite of what you should do. Most system updates include some security fixes, and the longer you delay installation, the more vulnerable you become."}],"markDefs":[],"style":"normal"},{"_key":"703c856119eb","_type":"block","children":[{"_key":"703c856119eb0","_type":"span","marks":[],"text":"Think of it this way: When a security fix is offered within an update, it’s like a giant megaphone announcing to the world that there is a weakness in the system. Delaying your update will also delay your security fix and make you an easy target for malicious hackers who intentionally seek out individuals just like you."}],"markDefs":[],"style":"normal"},{"_key":"e7c758b100a4","_type":"block","children":[{"_key":"e7c758b100a40","_type":"span","marks":[],"text":"This is something that frequently happens in the healthcare field. More specifically, due to the high value placed on patient confidentiality, this industry is especially prone to ransomware attacks. You may have heard the term ‘ransomware’ before, but you might not fully understand how detrimental an attack like this could be for your business."}],"markDefs":[],"style":"normal"},{"_key":"9003758ae390","_type":"block","children":[{"_key":"9003758ae3900","_type":"span","marks":[],"text":"The way it works is hackers create bots that locate and gain access to a vulnerable target. Then, they encrypt all the data and hold it for ransom. In other words, victims of these attacks are utterly helpless. They’re unable to access any of their business information or patient records, and the only way to get it all back is to pay a vast sum of money to these criminals."}],"markDefs":[],"style":"normal"},{"_key":"14b614c6f30f","_type":"block","children":[{"_key":"14b614c6f30f0","_type":"span","marks":[],"text":"Of course, if you pay the ransom, there’s no guarantee they’ll return your data. And even if they do, there’s nothing to stop them from making copies of the information. So, no matter how you look at it, the entire ordeal requires a lot of trust in people who have already proven themselves to be untrustworthy."}],"markDefs":[],"style":"normal"},{"_key":"6f987e2e9d13","_type":"block","children":[{"_key":"6f987e2e9d130","_type":"span","marks":[],"text":"Take a moment to imagine what an attack like this might mean for your practice. All your patient records? Gone. Your appointments schedule? Gone. What about your internal communications? Yep, you guessed it – gone. It would be devastating. So, do yourself (and your patients) a favour. Install all updates immediately. To make it easy, just tick the box to opt-in for automatic updates."}],"markDefs":[],"style":"normal"},{"_key":"23b90a159e4c","_type":"editorImage","alt":"Illustration of a padlock in-front of a password input.","asset":{"_id":"image-83d33732f2271eccfe5efa5c8ff7d6aadc3d0f4b-1601x705-png","_type":"sanity.imageAsset","_rev":"j2Z5qHVMlcj0TMj06dY1rU","_createdAt":"2020-01-21T08:47:02Z","_updatedAt":"2020-01-21T08:47:02Z","assetId":"83d33732f2271eccfe5efa5c8ff7d6aadc3d0f4b","extension":"png","metadata":{"_type":"sanity.imageMetadata","dimensions":{"_type":"sanity.imageDimensions","aspectRatio":2.270921985815603,"height":705,"width":1601},"hasAlpha":false,"isOpaque":true,"lqip":"data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAABQAAAAJCAIAAAC9o5sfAAAACXBIWXMAAAsSAAALEgHS3X78AAABCUlEQVQoz5WRTUvDQBCG8//vXv0BWrzlVvBSkNIUQaiakqSuSfNlm21M9nt36qYH2aQHcXhZhl2ed2Z2vPNVgBUM55/hXV9pAKGNMgD/hbWBVqiq50cmmTIKwMDQiBmSqd0Ito9U6rxjCSYfJ1IT0UnNFUgNXBvbjh7jI9h6d6TPv7K0SlD9meKmJrxhEjPZMNEKaS1c3HP+CaTSfZMdkvl+O0Oxv0nXQbFblWhVoaBCb02JOXVpzy1Lhfyu40N4l7zchK+3i9B/iJ7uo6XVLFo+Zpuix9qZ3a185rbyqcDZokT+Pp2/58/rKg7q5KLdFhetoO4SpzNLyThrOK0YO1LREyV+xfV0fT83rQZfh0x0ZwAAAABJRU5ErkJggg==","palette":{"_type":"sanity.imagePalette","darkMuted":{"_type":"sanity.imagePaletteSwatch","background":"#467161","foreground":"#fff","population":0.05,"title":"#fff"},"darkVibrant":{"_type":"sanity.imagePaletteSwatch","background":"#1a7a96","foreground":"#fff","population":0.14,"title":"#fff"},"dominant":{"_type":"sanity.imagePaletteSwatch","background":"#f7e08b","foreground":"#000","population":3.52,"title":"#000"},"lightMuted":{"_type":"sanity.imagePaletteSwatch","background":"#a4d3be","foreground":"#000","population":0.18,"title":"#fff"},"lightVibrant":{"_type":"sanity.imagePaletteSwatch","background":"#f7e08b","foreground":"#000","population":3.52,"title":"#000"},"muted":{"_type":"sanity.imagePaletteSwatch","background":"#639098","foreground":"#fff","population":0.04,"title":"#fff"},"vibrant":{"_type":"sanity.imagePaletteSwatch","background":"#eccc64","foreground":"#000","population":0.01,"title":"#000"}}},"mimeType":"image/png","originalFilename":"strong-password.png","path":"images/3rd8yckx/production/83d33732f2271eccfe5efa5c8ff7d6aadc3d0f4b-1601x705.png","sha1hash":"83d33732f2271eccfe5efa5c8ff7d6aadc3d0f4b","size":11289,"uploadId":"tfu3nZeXbytJmB9wCMbtYt3aBJMr0sUr","url":"https://cdn.sanity.io/images/3rd8yckx/production/83d33732f2271eccfe5efa5c8ff7d6aadc3d0f4b-1601x705.png","filename":"strong-password.png","width":1601,"height":705,"placeholderUrl":"https://cdn.sanity.io/images/3rd8yckx/production/83d33732f2271eccfe5efa5c8ff7d6aadc3d0f4b-1601x705.png?rect=566,0,470,705&w=%width%&h=%height%&q=80","id":"image-83d33732f2271eccfe5efa5c8ff7d6aadc3d0f4b-1601x705-png","children":[],"parent":null},"position":"normal"},{"_key":"fead6b0a469a","_type":"numberedSubHeading","heading":"Use strong passwords and keep them guarded.","number":2},{"_key":"26052977a1a6","_type":"block","children":[{"_key":"26052977a1a60","_type":"span","marks":[],"text":"Be smart about the passwords you choose. Don’t pick something simple and easy to guess, like your pet’s name or your date of birth. And be sure to avoid common passwords, as well. With such a large number of logins to remember, it’s no surprise that many people make their password decisions based on simplicity rather than security. And, as it turns out, "},{"_key":"26052977a1a61","_type":"span","marks":["8346ef2283e2"],"text":"lots of folks choose the same passwords."},{"_key":"26052977a1a62","_type":"span","marks":[],"text":" Don't allow yourself to be a part of the herd. Your information is too important to have flimsy protection."}],"markDefs":[{"_key":"8346ef2283e2","_type":"link","href":"https://www.teamsid.com/splashdatas-top-100-worst-passwords-of-2018/"}],"style":"normal"},{"_key":"be55a54977d0","_type":"block","children":[{"_key":"be55a54977d00","_type":"span","marks":[],"text":"So, now that we’ve covered what not to do, what does a strong password look like? Simply put, longer is better. When it comes to securing your accounts, the only thing that matters is the total number of characters in your password. Uppercase, lowercase, letters, numbers, symbols – these are all irrelevant. Use whichever characters you like. Just make sure there are plenty of them."}],"markDefs":[],"style":"normal"},{"_key":"7b49eb23633e","_type":"block","children":[{"_key":"7b49eb23633e0","_type":"span","marks":[],"text":"Let’s take the password “OsT3O!” for example. Visually, it looks like it’d be pretty strong, right? It has uppercase and lowercase letters, a number, and a symbol. But despite how it appears, it would take a bot only 5 seconds to hack this password. Yes, you read that correctly – 5 seconds."}],"markDefs":[],"style":"normal"},{"_key":"56348c3838dc","_type":"block","children":[{"_key":"56348c3838dc0","_type":"span","marks":[],"text":"On the other hand, the simpler but longer passphrase “when is lunch” would take the same programme 2,000 years to figure out. It sounds hard to believe, but it’s true. And the difference is a direct result of the total number of characters in each password."}],"markDefs":[],"style":"normal"},{"_key":"32a2f80fd5ee","_type":"block","children":[{"_key":"32a2f80fd5ee0","_type":"span","marks":[],"text":"For most of us, this idea seems counterintuitive. After all, we’ve been taught that the more visually complicated a password appears, the stronger it is. But that’s simply not the case. Make your passwords long."}],"markDefs":[],"style":"normal"},{"_key":"5ae1c81f213e","_type":"block","children":[{"_key":"5ae1c81f213e0","_type":"span","marks":[],"text":"Admittedly, longer passwords can be challenging to remember. So, to make things easier for yourself, try writing a short sentence or lyrics from your favourite song. Choose something important to you and easy to recall. If a website requires you to include symbols or a certain number of upper/lowercase letters, just tack them on to the end of whatever phrase you’ve chosen. For example, the passphrase “when is lunch” can easily become “when is luncH?1” to meet a site’s requirements."}],"markDefs":[],"style":"normal"},{"_key":"ce375209f642","_type":"block","children":[{"_key":"ce375209f6420","_type":"span","marks":[],"text":"Whatever you do, avoid the urge to reuse a password on multiple sites. You need unique logins for every online service you use. Of course, it’s completely understandable that you might want to repeat the same combination of username and password on several (or even all) of the sites you visit. But tread with caution. That is a dangerous practice."}],"markDefs":[],"style":"normal"},{"_key":"c64923693c9c","_type":"block","children":[{"_key":"c64923693c9c0","_type":"span","marks":[],"text":"Let’s say, for example, an online retailer forces you to create an account before making a purchase. If that site gets hacked, your login information is now in the hands of the hackers. Hopefully, the username and password combination you’ve chosen was only used on this website. In which case, you wouldn’t have much to worry about. But if you reused a login from another site – let’s say from your banking website – then your potential for a disastrous outcome is exponentially higher."}],"markDefs":[],"style":"normal"},{"_key":"e7da43c687d4","_type":"block","children":[{"_key":"e7da43c687d40","_type":"span","marks":[],"text":"Presumably, you recognise the importance of making smart password choices. But when it comes to implementing these security measures in the real world, keeping track of so many login credentials can quickly snowball into an unmanageable task. So what can you do to keep it all organised?"}],"markDefs":[],"style":"normal"},{"_key":"309a2c9b6768","_type":"block","children":[{"_key":"309a2c9b67680","_type":"span","marks":[],"text":"Subscribing to a password management system is probably your best option. There are several choices on the market today, but for our purposes here, we’ll discuss "},{"_key":"309a2c9b67681","_type":"span","marks":["b926d43cf5f3"],"text":"1Password"},{"_key":"309a2c9b67682","_type":"span","marks":[],"text":". "},{"_key":"309a2c9b67683","_type":"span","marks":["em"],"text":"(Please note that we have no marketing affiliation with this company. However, it is the system that we use, and we find it to be excellent.)"}],"markDefs":[{"_key":"b926d43cf5f3","_type":"link","href":"https://1password.com/"}],"style":"normal"},{"_key":"ef4061de17a4","_type":"block","children":[{"_key":"ef4061de17a40","_type":"span","marks":[],"text":"Here’s how it works: You set up one very long, secure password that you can use on any device to access a digital vault. This is where you’ll store the login information for all your online services. Then, when you need to log in to a site, 1Password’s browser extension will automatically recall and populate the credentials for you. That’s right!  Log into any account with no typing required."}],"markDefs":[],"style":"normal"},{"_key":"284cd3492de2","_type":"block","children":[{"_key":"284cd3492de20","_type":"span","marks":[],"text":"You can even let the app generate passwords on your behalf. 1Password can provide you with a 30-character stream of random letters, numbers, and symbols that would be impossible to remember. But that’s fine since the only thing you need to memorise is the single password you created to unlock your vault."}],"markDefs":[],"style":"normal"},{"_key":"f1c6110181fb","_type":"block","children":[{"_key":"f1c6110181fb0","_type":"span","marks":[],"text":"Of course, this begs the obvious question, “What happens if the password management system gets hacked?” Well, then you’re in trouble. That would be disastrous. However, it’s a highly unlikely event, and compared to any pen-and-paper alternatives, it’s a risk worth taking. A password management system is the most viable option to safely maintain and access unique, secure login credentials for every site you use."}],"markDefs":[],"style":"normal"},{"_key":"af9c4d760502","_type":"block","children":[{"_key":"af9c4d7605020","_type":"span","marks":[],"text":"There’s one more important point to make here. Don’t forget to also protect your devices by using the passcode options to unlock your phone and computer. Yes, it might take you an extra second or two to open it up. But it’s worth it. As an example, think about how devastating it could be if the wrong person got access to your email. Now think about how easy it is to access your email account from your phone or laptop. It probably only takes one or two steps, right? So, be smart. 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If you are unfamiliar with this two-step login process, it requires not only your username and password but also an additional code which is sent to a separate physical device such as your phone or tablet.  After entering your credentials, this code must also be submitted to the website before access is granted."}],"markDefs":[],"style":"normal"},{"_key":"0b37f5ee872d","_type":"block","children":[{"_key":"0b37f5ee872d0","_type":"span","marks":[],"text":"With 2FA, logging in requires “something you know” (your username and password) and “something you have” (your phone). That way, even if your login credentials are compromised, no one can access your account unless they also have one of your devices."}],"markDefs":[],"style":"normal"},{"_key":"b815fd3b9074","_type":"block","children":[{"_key":"b815fd3b90740","_type":"span","marks":[],"text":"This might be an unnecessary precaution for logging into websites that are more casual and don’t store personal or financial information. But 2FA is a crucial step for protecting your sensitive data, and it’s advisable to implement this feature for your practice management system, as well as your banking website, your email account, Facebook and other online accounts."}],"markDefs":[],"style":"normal"},{"_key":"be72a2e80de1","_type":"block","children":[{"_key":"be72a2e80de10","_type":"span","marks":[],"text":"Keep in mind that you won’t have to take this extra step every time you log in. Usually, you’ll only be asked to do it about once a month or when you log in from a new device. And if the option is available, you can limit the repetition by ticking the box to “remember this device” (but not on a shared computer, of course)."}],"markDefs":[],"style":"normal"},{"_key":"14320d4db8cb","_type":"editorImage","alt":"Illustration of a folder covered in 1s and 0s to indicate encrypted data within.","asset":{"_id":"image-15f5b02fa9d9f8693f82d107a52f48a4d0edd988-1601x705-png","_type":"sanity.imageAsset","_rev":"twCbctRZNezQBHVr9sBLHN","_createdAt":"2020-01-21T08:47:26Z","_updatedAt":"2020-01-21T08:47:26Z","assetId":"15f5b02fa9d9f8693f82d107a52f48a4d0edd988","extension":"png","metadata":{"_type":"sanity.imageMetadata","dimensions":{"_type":"sanity.imageDimensions","aspectRatio":2.270921985815603,"height":705,"width":1601},"hasAlpha":false,"isOpaque":true,"lqip":"data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAABQAAAAJCAIAAAC9o5sfAAAACXBIWXMAAAsSAAALEgHS3X78AAABG0lEQVQoz6WRy0vDQBDG+/8f6k2hUNGLguBRLwo+0B6KFqRp2q5pqubVbGJiNskm2dmduILgA1oPDnMZZn7zDd902n9E53uBbSsVCqmEQomoELH9zL9hUFgK+caLtIiyMmZVVtSMN6wSlVB623pY63BQCa9XybPvXbnO+Yt36/qD1WoYp0+s5o3EX/wXrFu5kLTgHjXdxYE93SZmz5r2bLK3dG+8LM4aAKXWwOoDDjUcThxrf2F0yXhrPu6OjJ1LcjoMHr08r0BPbTq78iPi2Mf2rL+Y9cls99o8PJqenSwf5gktGm0LrjEMtWEizaPX2Ijpnc6Q3hv+6MIZDwLLYalWxg2v0otBAgAHKABKASWrWVAmlGcchPrp2DuJIwFtx2QIQQAAAABJRU5ErkJggg==","palette":{"_type":"sanity.imagePalette","darkVibrant":{"_type":"sanity.imagePaletteSwatch","background":"#635321","foreground":"#fff","population":0,"title":"#fff"},"dominant":{"_type":"sanity.imagePaletteSwatch","background":"#f6e393","foreground":"#000","population":4.21,"title":"#000"},"lightMuted":{"_type":"sanity.imagePaletteSwatch","background":"#a8cdd0","foreground":"#000","population":0.93,"title":"#fff"},"lightVibrant":{"_type":"sanity.imagePaletteSwatch","background":"#f6e393","foreground":"#000","population":4.21,"title":"#000"},"muted":{"_type":"sanity.imagePaletteSwatch","background":"#639b79","foreground":"#fff","population":0.19,"title":"#fff"},"vibrant":{"_type":"sanity.imagePaletteSwatch","background":"#d0ba73","foreground":"#000","population":0.04,"title":"#fff"}}},"mimeType":"image/png","originalFilename":"encrypt-data.png","path":"images/3rd8yckx/production/15f5b02fa9d9f8693f82d107a52f48a4d0edd988-1601x705.png","sha1hash":"15f5b02fa9d9f8693f82d107a52f48a4d0edd988","size":15051,"uploadId":"q7cPekeLNsWXWgz9eD7MGVGeI7968nVp","url":"https://cdn.sanity.io/images/3rd8yckx/production/15f5b02fa9d9f8693f82d107a52f48a4d0edd988-1601x705.png","filename":"encrypt-data.png","width":1601,"height":705,"placeholderUrl":"https://cdn.sanity.io/images/3rd8yckx/production/15f5b02fa9d9f8693f82d107a52f48a4d0edd988-1601x705.png?rect=566,0,470,705&w=%width%&h=%height%&q=80","id":"image-15f5b02fa9d9f8693f82d107a52f48a4d0edd988-1601x705-png","children":[],"parent":null},"position":"normal"},{"_key":"635e8e2057bf","_type":"numberedSubHeading","heading":"Encrypt your data.","number":4},{"_key":"07ce7a21a58f","_type":"block","children":[{"_key":"07ce7a21a58f0","_type":"span","marks":[],"text":"If someone devious steals your laptop, a secure password should be enough to keep them away from your information, right? Well, not entirely."}],"markDefs":[],"style":"normal"},{"_key":"2e57739eb370","_type":"block","children":[{"_key":"2e57739eb3700","_type":"span","marks":[],"text":"Without your passcode, it’s true that they won’t be able to gain access to your operating system. But there’s nothing to stop them from opening the back of your laptop and removing the hard drive. And at that point, they can read all your information by simply plugging it into their computer. So, even though your computer is locked with a secure password, the physical hard drive is still unprotected..."}],"markDefs":[],"style":"normal"},{"_key":"ff1895107095","_type":"block","children":[{"_key":"ff18951070950","_type":"span","marks":[],"text":"...unless you encrypt your data."}],"markDefs":[],"style":"normal"},{"_key":"a5b09ab24a7b","_type":"block","children":[{"_key":"a5b09ab24a7b0","_type":"span","marks":[],"text":"Encryption jumbles everything on your hard drive and then un-jumbles whatever item you want presented on your screen. Think of it like a Rubik’s Cube that is solvable with the touch of a button. Engaging this feature is a simple process, and once it’s turned on, everything happens quite seamlessly. You’ll never notice that it’s working, and you won’t have to fuss with it again. On a Mac, the encryption feature is called FileVault, and on Windows, it’s known as BitLocker. No matter what you use, the process is the same."}],"markDefs":[],"style":"normal"},{"_key":"b14085ed1c86","_type":"block","children":[{"_key":"b14085ed1c860","_type":"span","marks":[],"text":"However, there is one cautionary caveat to keep in mind. If your computer breaks or you need to remove the hard drive for any reason, the data will be unreadable on another device. So, if you someday find yourself in this position, how can you recover your information?"}],"markDefs":[],"style":"normal"},{"_key":"edc32dc6f623","_type":"block","children":[{"_key":"edc32dc6f6230","_type":"span","marks":[],"text":"Don’t worry. It’s easier than you might think."}],"markDefs":[],"style":"normal"},{"_key":"15233df8f099","_type":"block","children":[{"_key":"15233df8f0990","_type":"span","marks":[],"text":"At the time of encryption, you’ll enter a passphrase or code that will serve as your “key” to un-jumble the hard drive. Since the key is automatically stored on your computer, you won’t ever have to enter it again unless you attempt to access the data on a different device. In which case, all you’ll need to do is enter the key, and you’ll be good to go. Just be sure to make a record of this code and keep it someplace safe."}],"markDefs":[],"style":"normal"},{"_key":"f949c1552488","_type":"block","children":[{"_key":"f949c15524880","_type":"span","marks":[],"text":"Your web browsing can also be encrypted for your protection, and it’s easy to determine if you’re on a secure site. Just look at the URL in the address bar. You want to see the letters HTTPS (e.g., "},{"_key":"f949c15524881","_type":"span","marks":["13a5ee3b5f28"],"text":"https://www.cliniko.com/"},{"_key":"f949c15524882","_type":"span","marks":[],"text":"). The ‘S’ stands for secure, and lets you know that any information shared between you and the website is encrypted. Which means that no one else will be able to read any transmissions you share. If the ‘S’ is not there and you only see HTTP, then your connection is not secure, and it’s ill-advised to share private info with the website. Keep in mind that in many browsers today, the URL may be hidden. In this case, you’ll look for a closed padlock symbol instead. If the padlock is open, the site is not encrypted."}],"markDefs":[{"_key":"13a5ee3b5f28","_type":"link","href":"https://www.cliniko.com/"}],"style":"normal"},{"_key":"014e685aad9d","_type":"block","children":[{"_key":"014e685aad9d0","_type":"span","marks":[],"text":"If you’re just casually browsing the internet while using your private home Wi-Fi network, encrypting your transmissions may not be important to you. But any time you’re storing client’s health information or working in a practice management system, it’s essential to check for the HTTPS. It will stop anyone from snooping on what you’re doing and possibly stealing your information."}],"markDefs":[],"style":"normal"},{"_key":"14108209c67c","_type":"editorImage","alt":"Illustration of an old floppy disk.","asset":{"_id":"image-bc9feddf20348123629ff811a04aa37d59e15528-1601x705-png","_type":"sanity.imageAsset","_rev":"6VDMzahWjeRMdAEGkafjvQ","_createdAt":"2020-01-21T08:47:36Z","_updatedAt":"2020-01-21T08:47:36Z","assetId":"bc9feddf20348123629ff811a04aa37d59e15528","extension":"png","metadata":{"_type":"sanity.imageMetadata","dimensions":{"_type":"sanity.imageDimensions","aspectRatio":2.270921985815603,"height":705,"width":1601},"hasAlpha":false,"isOpaque":true,"lqip":"data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAABQAAAAJCAIAAAC9o5sfAAAACXBIWXMAAAsSAAALEgHS3X78AAAA2UlEQVQoz6WQwW7CMAyG+/7vs9MkzowLTEJjgwlBN9FS0pQ5DkkcxyzlVtiEtFk+Wf70/fqL8z+m+PEql/0LnOTsOBlipAghHn08RWYRuQvnF89pa/yzwldtZw081V9bcEgc0zVf3GqBeKrw8UOPd3pUNg8bNVfYuuxPPMSLKzJwUifK2kmt3prypd5MqsNC270NJvTyX2FOYolrDIsW39u97pZtt1rrw/poG0t4BxbxMWlHJbgddMZ8gqkqgAp9bi6HGrJDWPrkQhe/JfLR+xgs9W33bd3U/Q0Odg6I+R+JAQAAAABJRU5ErkJggg==","palette":{"_type":"sanity.imagePalette","darkVibrant":{"_type":"sanity.imagePaletteSwatch","background":"#75630f","foreground":"#fff","population":0,"title":"#fff"},"dominant":{"_type":"sanity.imagePaletteSwatch","background":"#a6cfd4","foreground":"#000","population":0.11,"title":"#fff"},"lightMuted":{"_type":"sanity.imagePaletteSwatch","background":"#a6cfd4","foreground":"#000","population":0.11,"title":"#fff"},"lightVibrant":{"_type":"sanity.imagePaletteSwatch","background":"#8cecfc","foreground":"#000","population":0,"title":"#000"},"muted":{"_type":"sanity.imagePaletteSwatch","background":"#6798aa","foreground":"#fff","population":0.09,"title":"#fff"},"vibrant":{"_type":"sanity.imagePaletteSwatch","background":"#ead15c","foreground":"#000","population":0.03,"title":"#000"}}},"mimeType":"image/png","originalFilename":"backup-data.png","path":"images/3rd8yckx/production/bc9feddf20348123629ff811a04aa37d59e15528-1601x705.png","sha1hash":"bc9feddf20348123629ff811a04aa37d59e15528","size":10481,"uploadId":"Zg4ZAmlAqqvUKsebkm0nhoXZnrEFQBu4","url":"https://cdn.sanity.io/images/3rd8yckx/production/bc9feddf20348123629ff811a04aa37d59e15528-1601x705.png","filename":"backup-data.png","width":1601,"height":705,"placeholderUrl":"https://cdn.sanity.io/images/3rd8yckx/production/bc9feddf20348123629ff811a04aa37d59e15528-1601x705.png?rect=566,0,470,705&w=%width%&h=%height%&q=80","id":"image-bc9feddf20348123629ff811a04aa37d59e15528-1601x705-png","children":[],"parent":null}},{"_key":"cbe834a617e2","_type":"numberedSubHeading","heading":"Safely store and back up your data.","number":5},{"_key":"644879ce9d2a","_type":"block","children":[{"_key":"644879ce9d2a0","_type":"span","marks":[],"text":"Always remember that you are the custodian of your client’s information. They have given you their trust, and every precaution should be taken to keep their data secure. With this in mind, the most important thing you can do is make sure you’re using the right tool for the job."}],"markDefs":[],"style":"normal"},{"_key":"122e408a7dba","_type":"block","children":[{"_key":"122e408a7dba0","_type":"span","marks":[],"text":"In other words, use a practice management system that is specifically intended to store patient information and follows all applicable laws. You’ll need to dive into their privacy statement or terms of service to verify this. Yes, it will take some time. And no, it probably won’t be much fun. But it’s imperative to check the security of your clients’ information thoroughly."}],"markDefs":[],"style":"normal"},{"_key":"920895094517","_type":"block","children":[{"_key":"9208950945170","_type":"span","marks":[],"text":"Most importantly, don’t lose your patient records. It sounds like a no-brainer, but you might be surprised at how many people fall victim to this unfortunate and completely avoidable situation. All you need to do is back up your data."}],"markDefs":[],"style":"normal"},{"_key":"3ab6a0d5fbe9","_type":"block","children":[{"_key":"3ab6a0d5fbe90","_type":"span","marks":[],"text":"You can use any external storage device you wish, like a hard drive or USB stick. Just make sure that it is continuously updated with all the new information. If you have a Mac, you can use the Time Machine application, which automatically backs up your data on an hourly, daily, weekly, and monthly schedule. Just set it up once, and you’re done. Windows also has various software available to provide a similar function."}],"markDefs":[],"style":"normal"},{"_key":"1d9ba0fb1dd7","_type":"block","children":[{"_key":"1d9ba0fb1dd70","_type":"span","marks":[],"text":"Keep in mind, if you use Cliniko for your practice management software, we automatically back up all your data on our secure servers. So, there’s no need for you to take these precautions. You should, however, back up and encrypt your own personal data."}],"markDefs":[],"style":"normal"},{"_key":"f99d8448ecb3","_type":"block","children":[{"_key":"f99d8448ecb30","_type":"span","marks":[],"text":"If you don’t use Cliniko, here are some helpful tips that might someday save you from a big headache:"}],"markDefs":[],"style":"normal"},{"_key":"ccf11bc99cf4","_type":"block","children":[{"_key":"ccf11bc99cf40","_type":"span","marks":["strong"],"text":"Periodically test your backups. "},{"_key":"ccf11bc99cf41","_type":"span","marks":[],"text":"Far too many people diligently back up their hard drives, but never test to ensure that the process is working. And when the unfortunate day arrives that they need their data, they don’t have it. Don’t let this happen to you. Establish a schedule to test that your backups are working correctly and stick to it."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"0cb4b19bf62c","_type":"block","children":[{"_key":"0cb4b19bf62c0","_type":"span","marks":["strong"],"text":"Encrypt your backups. "},{"_key":"0cb4b19bf62c1","_type":"span","marks":[],"text":"If you’re taking the precaution to encrypt your internal hard drive, then it’s only logical that you should also encrypt your backup. Otherwise, your data is still vulnerable. Don’t overlook this crucial step."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"ebeaf369ae25","_type":"block","children":[{"_key":"ebeaf369ae250","_type":"span","marks":["strong"],"text":"Store your backups in a secure location. "},{"_key":"ebeaf369ae251","_type":"span","marks":[],"text":"Keep your storage devices someplace safe, and ideally not in the same location as your computer. That way, if there is a fire, or a flood, or a burglary, you won’t lose everything in one fell swoop. "}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"597c470ccd4f","_type":"block","children":[{"_key":"597c470ccd4f0","_type":"span","marks":[],"text":"Every step matters."}],"markDefs":[],"style":"h3"},{"_key":"eb7f323bd26e","_type":"block","children":[{"_key":"eb7f323bd26e0","_type":"span","marks":[],"text":"Chances are, you’ve already taken at least one of the precautions we’ve discussed. Or perhaps you’re even doing two or three. If you aren’t doing all five of these steps though, you’re still vulnerable. It’s important to remember that hackers go for the easy targets. If you’re following all the steps we’ve covered here, then it’s unlikely that they will set their sights on you. "}],"markDefs":[],"style":"normal"}],"category":{"id":"-8bfd8f8f-040e-57e7-9f48-b0e506061e2c","title":"How to","slug":{"current":"how-to"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"5-essentials-for-securing-patient-health-data"}}},{"node":{"title":"How to get more patients for your clinic with Google Maps","image":{"alt":"Illustration of a person using a mobile phone to navigate to a destination, which is displayed on an oversized map behind them.","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/67e4cbcd109c341dbb24fee90fb22c181a567c7e-1540x1027.png?rect=86,0,1369,1027&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/67e4cbcd109c341dbb24fee90fb22c181a567c7e-1540x1027.png?rect=86,0,1369,1027&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/67e4cbcd109c341dbb24fee90fb22c181a567c7e-1540x1027.png?rect=86,0,1368,1027&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/67e4cbcd109c341dbb24fee90fb22c181a567c7e-1540x1027.png?rect=86,0,1369,1027&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/67e4cbcd109c341dbb24fee90fb22c181a567c7e-1540x1027.png?rect=86,0,1369,1027&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/67e4cbcd109c341dbb24fee90fb22c181a567c7e-1540x1027.png?rect=86,0,1369,1027&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/67e4cbcd109c341dbb24fee90fb22c181a567c7e-1540x1027.png?rect=86,0,1369,1027&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/67e4cbcd109c341dbb24fee90fb22c181a567c7e-1540x1027.png?rect=86,0,1369,1027&w=1540&h=1155&auto=format 1540w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#07bad8","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/67e4cbcd109c341dbb24fee90fb22c181a567c7e-1540x1027.png","metadata":{"dimensions":{"height":1027,"width":1540}}}},"description":"A step-by-step guide on how to get your allied health clinic on Google Maps. Take this important first step in helping patients find your practice online.","subTitle":"Putting your clinic on Google Maps is one of the most important things you can do to make it easier for local patients to find you online, especially while they are on the go. Follow these simple steps so your patients can easily find and contact your clinic.","_rawBody":[{"_key":"0a9bd3adbb1b","_type":"block","children":[{"_key":"0a9bd3adbb1b0","_type":"span","marks":[],"text":"One of the most important ways you can help your clinic stand out online is to create a free listing on Google Maps. Not only will this ensure your business location appears on the map for local searches, but also that your patients have an easier time contacting you or finding out more information about your practice. "}],"markDefs":[],"style":"normal"},{"_key":"0fb29b20e15b","_type":"block","children":[{"_key":"0fb29b20e15b0","_type":"span","marks":[],"text":"Conversely, if your practice is not on Google Maps, your patients may wonder why they can’t find you there. Luckily, it’s easy to create a listing, and you can even include your business hours, phone number, and more. "}],"markDefs":[],"style":"normal"},{"_key":"f3198c7df5d5","_type":"block","children":[{"_key":"f3198c7df5d50","_type":"span","marks":[],"text":"Whether you’re opening a new practice or have been around for years, make sure your practice is on the map. And, if you have multiple locations, go ahead and get them all added. "}],"markDefs":[],"style":"normal"},{"_key":"00744ea54665","_type":"block","children":[{"_key":"00744ea546650","_type":"span","marks":[],"text":"What is Google Maps? "}],"markDefs":[],"style":"h3"},{"_key":"6d91942ec1d8","_type":"block","children":[{"_key":"6d91942ec1d80","_type":"span","marks":[],"text":"Google Maps is the name of the feature that pops up when people search for a business in a localised area. At its root, it’s intended to provide relevant results for someone’s search."}],"markDefs":[],"style":"normal"},{"_key":"08a611239526","_type":"block","children":[{"_key":"08a6112395260","_type":"span","marks":[],"text":"For example, if you enter ‘physiotherapist’ into the search bar on Google, you’ll see that there are over 100 million results! But, rather than display the most popular pages for ‘physiotherapy’ in the entire world, Google will show results for nearby businesses offering physiotherapy services. That’s more likely to provide the answers that someone is searching for."}],"markDefs":[],"style":"normal"},{"_key":"3a5b00fb586a","_type":"editorImage","alt":"A screenshot showing a local search result for for the term 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search results for the keyword 'physiotherapist'."}],"markDefs":[],"style":"normal"}],"position":"normal"},{"_key":"c6a5a84c242a","_type":"block","children":[{"_key":"c6a5a84c242a0","_type":"span","marks":[],"text":"A Google Map listing not only contains the locations of businesses related to a search, but can also include the following information: "}],"markDefs":[],"style":"normal"},{"_key":"aa8754559e0a","_type":"block","children":[{"_key":"aa8754559e0a0","_type":"span","marks":[],"text":"Hours of operation and whether or not the business is currently open "}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"ef667e4e6402","_type":"block","children":[{"_key":"ef667e4e64020","_type":"span","marks":[],"text":"Type of service offered "}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"76e7b6a4c1fa","_type":"block","children":[{"_key":"76e7b6a4c1fa0","_type":"span","marks":[],"text":"Customer rating"}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"0a379c63f418","_type":"block","children":[{"_key":"0a379c63f4180","_type":"span","marks":[],"text":"Phone number Directions "}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"e48d5801855a","_type":"block","children":[{"_key":"e48d5801855a0","_type":"span","marks":[],"text":"Link to website "}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"cc2f5cd1d04d","_type":"block","children":[{"_key":"cc2f5cd1d04d0","_type":"span","marks":[],"text":"Google Maps loads at the top of the search results page on both desktops and mobile devices, which is handy when you’re on the go. It means you can easily find your destination But, before you can start taking advantage of all these free benefits, you first have to ‘claim your business’."}],"level":1,"markDefs":[],"style":"normal"},{"_key":"3532ef55d5f1","_type":"block","children":[{"_key":"3532ef55d5f10","_type":"span","marks":[],"text":"How do I claim my business on Google Maps? "}],"markDefs":[],"style":"h3"},{"_key":"2c22352bcfca","_type":"block","children":[{"_key":"2c22352bcfca0","_type":"span","marks":[],"text":"If you run an established clinic, you may find Google Maps already has a listing for your business. But that doesn’t guarantee that all your relevant information will be included— worse still, some details may be outdated or incorrect. If this happens to you, don’t panic. You’ll be able to fix these details once you have claimed the listing as your own. Just follow these steps:"}],"markDefs":[],"style":"normal"},{"_key":"c1209fe421f2","_type":"editorImage","alt":"A screenshot of an unclaimed business listing on Google Maps","asset":{"_id":"image-92ea5e90fc32ad52c17b4b0b09dd2b1cdf035c7a-1048x1056-png","_type":"sanity.imageAsset","_rev":"oKc8mabB7UszU8oQWnb7q8","_createdAt":"2020-03-09T16:34:56Z","_updatedAt":"2020-03-09T16:34:56Z","assetId":"92ea5e90fc32ad52c17b4b0b09dd2b1cdf035c7a","extension":"png","metadata":{"_type":"sanity.imageMetadata","dimensions":{"_type":"sanity.imageDimensions","aspectRatio":0.9924242424242424,"height":1056,"width":1048},"hasAlpha":true,"isOpaque":true,"lqip":"data:image/png;base64,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","palette":{"_type":"sanity.imagePalette","darkMuted":{"_type":"sanity.imagePaletteSwatch","background":"#434343","foreground":"#fff","population":0.05,"title":"#fff"},"darkVibrant":{"_type":"sanity.imagePaletteSwatch","background":"#2a758d","foreground":"#fff","population":0.35,"title":"#fff"},"dominant":{"_type":"sanity.imagePaletteSwatch","background":"#057da2","foreground":"#fff","population":6.02,"title":"#fff"},"lightMuted":{"_type":"sanity.imagePaletteSwatch","background":"#b4b0d4","foreground":"#000","population":0.02,"title":"#fff"},"lightVibrant":{"_type":"sanity.imagePaletteSwatch","background":"#6cccfc","foreground":"#000","population":0,"title":"#fff"},"muted":{"_type":"sanity.imagePaletteSwatch","background":"#6086b0","foreground":"#fff","population":0.38,"title":"#fff"},"vibrant":{"_type":"sanity.imagePaletteSwatch","background":"#057da2","foreground":"#fff","population":6.02,"title":"#fff"}}},"mimeType":"image/png","originalFilename":"UnclaimedBusinessListing.png","path":"images/3rd8yckx/production/92ea5e90fc32ad52c17b4b0b09dd2b1cdf035c7a-1048x1056.png","sha1hash":"92ea5e90fc32ad52c17b4b0b09dd2b1cdf035c7a","size":129028,"uploadId":"sFqXNXm3o2rQXDfXu5CvAqPAQwV7GLlu","url":"https://cdn.sanity.io/images/3rd8yckx/production/92ea5e90fc32ad52c17b4b0b09dd2b1cdf035c7a-1048x1056.png","filename":"UnclaimedBusinessListing.png","width":1048,"height":1056,"placeholderUrl":"https://cdn.sanity.io/images/3rd8yckx/production/92ea5e90fc32ad52c17b4b0b09dd2b1cdf035c7a-1048x1056.png?rect=172,0,704,1056&w=%width%&h=%height%&q=80","id":"image-92ea5e90fc32ad52c17b4b0b09dd2b1cdf035c7a-1048x1056-png","children":[],"parent":null},"caption":[{"_key":"b23584185368","_type":"block","children":[{"_key":"b235841853680","_type":"span","marks":[],"text":"Businesses may appear on Google Maps even if they are yet to be claimed."}],"markDefs":[],"style":"normal"}],"position":"normal"},{"_key":"dac456149692","_type":"block","children":[{"_key":"dac4561496920","_type":"span","marks":[],"text":"First, search your business on Google Maps. Click on the name of your business or the red pin showing its location on the map. This will toggle to more information about your clinic, with an option to ‘Claim this business’. "}],"markDefs":[],"style":"normal"},{"_key":"e0b24529b3cb","_type":"block","children":[{"_key":"e0b24529b3cb0","_type":"span","marks":[],"text":"Once you click the link, a new window will open that prompts you to login to your Google account. If you do not have one, now is the time to create one."}],"markDefs":[],"style":"normal"},{"_key":"808fcabb8903","_type":"block","children":[{"_key":"808fcabb89030","_type":"span","marks":[],"text":"Google will give you a few ways to verify your ownership depending on the information that’s already associated with the business. 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This will walk you through what a Google+ page is, and why you would want one for your clinic."}],"markDefs":[],"style":"normal"},{"_key":"UYWMYiaq","_type":"block","children":[{"_key":"DQbsztsL","_type":"span","marks":[],"text":"What is Google+?"}],"markDefs":[],"style":"h2"},{"_key":"BmA0WmQB","_type":"block","children":[{"_key":"fAuoNEmE","_type":"span","marks":[],"text":"Google+ is google’s version of facebook. It integrates tightly with your google account if you have one (you might use this for gmail or google calendar). It is designed to be an easy way to stay in touch and share information (photos, status updates) with your friends. The key point of different Google+ has over facebook is the concept of circles, which basically make it easier to control who you share your information with. Facebook however has since implemented very similar features."}],"markDefs":[],"style":"normal"},{"_key":"nr8bVREM","_type":"block","children":[{"_key":"qXKdVtJb","_type":"span","marks":[],"text":"What are Google+ pages?"}],"markDefs":[],"style":"h2"},{"_key":"cNaafBOE","_type":"block","children":[{"_key":"bUmZkAgZ","_type":"span","marks":[],"text":"Google+ pages are very similar to facebook business pages (fan pages). You can see an example of a facebook business page here "},{"_key":"u1zYUYWd","_type":"span","marks":["5b4c8e007832"],"text":"http://www.facebook.com/cliniko"},{"_key":"WJU4iDXR","_type":"span","marks":[],"text":" (make sure you click the “like” button while you are there). You can see more details about Google+ pages here "},{"_key":"o8iG223L","_type":"span","marks":["4c144b948b20"],"text":"Google+ for your business"}],"markDefs":[{"_key":"5b4c8e007832","_type":"link","href":"http://www.facebook.com/cliniko"},{"_key":"4c144b948b20","_type":"link","href":"http://www.google.com/+/business/index.html"}],"style":"normal"},{"_key":"He9L3znb","_type":"block","children":[{"_key":"kehc1IWM","_type":"span","marks":[],"text":"Why should I have a Google+ page for my business"}],"markDefs":[],"style":"h2"},{"_key":"1vEMVD6t","_type":"block","children":[{"_key":"uT6nKg9o","_type":"span","marks":[],"text":"Well Google would say you should have a Google+ page because it helps you connect with your customers/clients. I think it’s a bit soon for that, and Google+ doesn’t have the traction to really make that viable. I think you should have a Google+ page to reserve your name, and also because Google+ pages will be appearing in Google search results soon, and it’s likely to be a bonus to your search engine optimization and possibly just bring my organic (not paid) visitors to your website."}],"markDefs":[],"style":"normal"},{"_key":"6wleEZZ4","_type":"block","children":[{"_key":"wIvjmnEG","_type":"span","marks":[],"text":"Anything I need to do before I create my Google+ page"}],"markDefs":[],"style":"h2"},{"_key":"4hhOWhj7","_type":"block","children":[{"_key":"LHHCSGmW","_type":"span","marks":[],"text":"Yes! Good thing you asked. You will need to have a Google+ account yourself first. You can sign up here "},{"_key":"bkoJs2hP","_type":"span","marks":["97851b795908"],"text":"Google+"},{"_key":"S8lc0Szr","_type":"span","marks":[],"text":". I won’t provide details on how to do this, it is pretty straight forward."}],"markDefs":[{"_key":"97851b795908","_type":"link","href":"https://plus.google.com/"}],"style":"normal"},{"_key":"zNnewKz3","_type":"block","children":[{"_key":"dKQbdxBy","_type":"span","marks":[],"text":"Note: If you are signing up with a Google Apps account, you will need to “allow” Google+ from the manage services area of your Google Apps domain. You can find details on that here "},{"_key":"IUa58K8a","_type":"span","marks":["fed78c13853e"],"text":"Turn services on/off for certain users"},{"_key":"fKuPd7Hr","_type":"span","marks":[],"text":"."}],"markDefs":[{"_key":"fed78c13853e","_type":"link","href":"http://www.google.com/support/a/bin/answer.py?answer=182442&hl=en_GB"}],"style":"normal"},{"_key":"cb1TA3Cm","_type":"block","children":[{"_key":"8LfjPKjM","_type":"span","marks":[],"text":"Okay, you won me over, I want to create one. 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Visit this site and follow the instructions "},{"_key":"RWPIw95e","_type":"span","marks":["3c703b8de29b"],"text":"Link your Google+ page to your site"}],"markDefs":[{"_key":"3c703b8de29b","_type":"link","href":"https://developers.google.com/+/plugins/badge/config"}],"style":"normal"},{"_key":"358e902475a4","_type":"editorImage","alt":"Google plus customization form/","asset":{"_id":"image-ec430cd2140f67c0eb09938cff207009dbc3a866-774x835-jpg","_type":"sanity.imageAsset","_rev":"WjactKvQRR4WODQyIigy92","_createdAt":"2019-08-23T16:51:59Z","_updatedAt":"2019-08-23T16:51:59Z","assetId":"ec430cd2140f67c0eb09938cff207009dbc3a866","extension":"jpg","metadata":{"_type":"sanity.imageMetadata","dimensions":{"_type":"sanity.imageDimensions","aspectRatio":0.9269461077844311,"height":835,"width":774},"hasAlpha":false,"isOpaque":true,"lqip":"data:image/jpeg;base64,/9j/2wBDAAYEBQYFBAYGBQYHBwYIChAKCgkJChQODwwQFxQYGBcUFhYaHSUfGhsjHBYWICwgIyYnKSopGR8tMC0oMCUoKSj/2wBDAQcHBwoIChMKChMoGhYaKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCj/wAARCAAWABQDASIAAhEBAxEB/8QAGQABAAIDAAAAAAAAAAAAAAAAAAMEAQII/8QAIxAAAgIBAwMFAAAAAAAAAAAAAQIAAxEEEyEFImESMTJRcf/EABQBAQAAAAAAAAAAAAAAAAAAAAD/xAAUEQEAAAAAAAAAAAAAAAAAAAAA/9oADAMBAAIRAxEAPwDpKuhNzvUES5SaqzhCAvgyMeh/j2/s3r0gBJBAz7wLG6n3EwKEAiBRPTFY5N1nPMnXSFRxfZEQJ0UquCxbyYiIH//Z","palette":{"_type":"sanity.imagePalette","darkMuted":{"_type":"sanity.imagePaletteSwatch","background":"#503532","foreground":"#fff","population":0.02,"title":"#fff"},"darkVibrant":{"_type":"sanity.imagePaletteSwatch","background":"#6c1b17","foreground":"#fff","population":0,"title":"#fff"},"dominant":{"_type":"sanity.imagePaletteSwatch","background":"#9ba9c6","foreground":"#000","population":0.05,"title":"#fff"},"lightMuted":{"_type":"sanity.imagePaletteSwatch","background":"#9ba9c6","foreground":"#000","population":0.05,"title":"#fff"},"lightVibrant":{"_type":"sanity.imagePaletteSwatch","background":"#fcd4c8","foreground":"#000","population":0,"title":"#000"},"muted":{"_type":"sanity.imagePaletteSwatch","background":"#847c7c","foreground":"#fff","population":0,"title":"#fff"},"vibrant":{"_type":"sanity.imagePaletteSwatch","background":"#dc645e","foreground":"#fff","population":0.01,"title":"#fff"}}},"mimeType":"image/jpeg","originalFilename":"0*RPScRQ9HCu2Qy-zZ.jpg","path":"images/3rd8yckx/production/ec430cd2140f67c0eb09938cff207009dbc3a866-774x835.jpg","sha1hash":"ec430cd2140f67c0eb09938cff207009dbc3a866","size":393076,"url":"https://cdn.sanity.io/images/3rd8yckx/production/ec430cd2140f67c0eb09938cff207009dbc3a866-774x835.jpg","filename":"0*RPScRQ9HCu2Qy-zZ.jpg","width":774,"height":835,"placeholderUrl":"https://cdn.sanity.io/images/3rd8yckx/production/ec430cd2140f67c0eb09938cff207009dbc3a866-774x835.jpg?rect=109,0,557,835&w=%width%&h=%height%&q=80","id":"image-ec430cd2140f67c0eb09938cff207009dbc3a866-774x835-jpg","children":[],"parent":null},"position":"normal"},{"_key":"sxLo7qin","_type":"block","children":[{"_key":"fTH1TnlN","_type":"span","marks":[],"text":"Summary"}],"markDefs":[],"style":"h3"},{"_key":"ReBm7qJ3","_type":"block","children":[{"_key":"u1L4xpb4","_type":"span","marks":[],"text":"That’s it! You now have your business on Google+ pages, it’s now up to you what you do with it. The more status updates, photos and information you share the more likely you are to get value out of it. At least now you have a presence there."}],"markDefs":[],"style":"normal"}],"category":{"_id":"55fdabda-6470-455b-b3fe-066e0a78b6e3","_type":"blogCategory","_rev":"vLDBlqPzV8hVqj1ZWpDL2O","_createdAt":"2019-08-23T13:09:16Z","_updatedAt":"2022-10-24T13:13:13Z","base":{"_id":"87259a4c-efec-42c8-b0ca-7f78188d1888","_type":"blogIndex","_rev":"9KO70hIKlW3dL2ZGf6hQKv","_createdAt":"2019-08-23T17:47:20Z","_updatedAt":"2026-03-16T15:18:03Z","label":"Featured article","title":"Cliniko blog","meta":{"_type":"meta","description":"The Cliniko Blog is where we share tips on how to create a successful health practice. Oh, and Cliniko news too.","openGraph":{"_type":"openGraphMeta","description":"The Cliniko Blog is where we share tips on how to create a successful health practice. 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In this series, we’d like to introduce you to some of the faces on the team who make it all happen.","_key":"2fd16f1f90c00","_type":"span"}],"_type":"block","style":"normal","_key":"9e7b8d08effc"},{"markDefs":[{"href":"https://www.cliniko.com/blog/work-culture/how-cliniko-does-customer-support/","_key":"366ce88ee31c","_type":"link"}],"children":[{"_type":"span","marks":["366ce88ee31c"],"text":"Our support team (or “supps” as we call them)","_key":"43b42bd416fe0"},{"_type":"span","marks":[],"text":" are a group of 23 dedicated people around the globe who are on hand to answer your Cliniko questions almost anytime. These folks come from varied backgrounds and bring a whole range of diverse knowledge to the team, but the one thing that’s consistent is that they’re friendly, able to put themselves in your shoes, and genuinely keen to help.","_key":"43b42bd416fe1"}],"_type":"block","style":"normal","_key":"46798d9d0a70"},{"_key":"9e578caa786a","markDefs":[],"children":[{"_type":"span","marks":["strong"],"text":"Meet Jasmin","_key":"df01fdb764370"}],"_type":"block","style":"h4"},{"_key":"00cc056772cc","markDefs":[],"children":[{"_type":"span","marks":[],"text":"If you’ve ever written to us wanting help with Cliniko, you might’ve chatted to Jasmin. She’s usually based in Adelaide, Australia, though she has been known to hop around the globe in search of sunny weather—running shoes and a stack of books in tow.","_key":"4638c0cbc9720"}],"_type":"block","style":"normal"},{"children":[{"_type":"span","marks":[],"text":"Before joining the team in 2023, Jasmin spent six years in the South Australian police force. “We all know how good shift work is for your body,” she jokes. “It's really nice to have a routine and my circadian rhythm not totally played with.” And while she acknowledges that working at Cliniko is very different to the day-to-day experience of being a cop, she enjoys the feeling of being useful. “I know it's a bit cliché, but coming from a background of helping people, it’s lovely to be able to still do that at Cliniko,” she says.","_key":"ccec33943cf60"}],"_type":"block","style":"normal","_key":"f6d21439a85c","markDefs":[]},{"markDefs":[],"children":[{"_type":"span","marks":["strong"],"text":"A typical workday for Jasmin","_key":"47bfa5a3192d0"}],"_type":"block","style":"h4","_key":"9217d74ac11f"},{"_type":"block","style":"normal","_key":"3eb4fa07d7fa","markDefs":[],"children":[{"marks":[],"text":"Cliniko’s work culture has a strong emphasis on flexible hours. For an early bird like Jasmin, this typically means an early start and an early finish. “In summer, because the sun rises a lot earlier, I'll usually get up and go for a beach walk, get a coffee, and then I'm home in time for a 7.30am start. I tend to work in a block, so I'll work until 1.30pm, then I have my afternoon free to do whatever I want. I feel like I still have a whole day to do things after work. Depending on the weather, I'll finish up and either go to the gym, for a run or a walk, or read my book, then see friends or organise dinner. It's pretty good.”","_key":"4966dbc125f00","_type":"span"}]},{"style":"normal","_key":"b5d21ba0e9e7","markDefs":[],"children":[{"_type":"span","marks":[],"text":"As we’re a fully remote company, there’s no office to be at and this means that the team can work from anywhere. This is something that Jasmin also appreciates. “On days when the weather is sunny, I'm not spending all day inside,” she says. “Today I'm working from the beach because it's a glorious day and I can!”","_key":"45439bd926ec0"}],"_type":"block"},{"children":[{"text":"What happens behind the scenes when you write in","_key":"22a8ce02e07f0","_type":"span","marks":["strong"]}],"_type":"block","style":"h4","_key":"7b0eb17ae810","markDefs":[]},{"_key":"14150cf4a680","markDefs":[],"children":[{"_key":"7054337f127c0","_type":"span","marks":[],"text":"So what occurs on our end when you write in with a question? Intercom is the software that we use for customer support and when someone writes in, their query (or “ticket”) lands in a big inbox that all the support team can access. “From there, everyone can look at the one ticket or one person can look at it, but we’ll slowly filter through responding,” Jasmin explains. “I’ll read a customer’s query and either start answering or ask them questions if I’m not entirely sure what they mean.”"}],"_type":"block","style":"normal"},{"children":[{"_key":"e732d8ecc1cc0","_type":"span","marks":[],"text":"Sometimes members of the team who are in the same time zone will jump onto a group call or a “huddle” to use Slack’s terminology (Slack is our team’s communication platform) just to chat while they work. “We’re not talking the whole time,” Jasmin says. “But if a tricky ticket comes in, we’ll discuss it and at least you’re talking, not just typing the whole time.” Having social elements in the workday helps a lot for an online company like ours."}],"_type":"block","style":"normal","_key":"c641f8370ce5","markDefs":[]},{"markDefs":[{"_type":"link","href":"https://www.lastpass.com/","_key":"fd50e2eac082"},{"_type":"link","href":"https://1password.com/","_key":"6ff448f19d33"}],"children":[{"_type":"span","marks":[],"text":"Tickets can vary. While there are some issues that frequently arise, like people forgetting their password (pssst, get yourself a password manager like ","_key":"02fbc62bcad20"},{"_key":"02fbc62bcad21","_type":"span","marks":["fd50e2eac082"],"text":"LastPass"},{"_type":"span","marks":[],"text":" or ","_key":"02fbc62bcad22"},{"_type":"span","marks":["6ff448f19d33"],"text":"1Password","_key":"02fbc62bcad23"},{"text":", folks!) sometimes a customer’s problem can be a bit unusual. “There can be some odd ones as well,” Jasmin says. For example, on occasion something as seemingly simple as using a different browser can impact a customer’s experience with Cliniko, which means that the supps are always thinking on their feet and trying to solve problems quickly and efficiently.","_key":"02fbc62bcad24","_type":"span","marks":[]}],"_type":"block","style":"normal","_key":"3285fab2cf93"},{"children":[{"marks":[],"text":"Sometimes, however, an issue requires our software developers’ input to resolve it. “That's the hardest part of the job,” Jasmin admits. “When you've got something that's tricky and you’ve tried troubleshooting so many different things and then you have to tell the customer they’ll need to wait for our developers to have a look into it. It's never what you want to say.”","_key":"3811049255710","_type":"span"}],"_type":"block","style":"normal","_key":"da1108b6753f","markDefs":[]},{"markDefs":[],"children":[{"text":"What does she love about the job?","_key":"6618e5097dc00","_type":"span","marks":["strong"]}],"_type":"block","style":"h4","_key":"b857c30cfc71"},{"children":[{"_type":"span","marks":[],"text":"Luckily, the job has more gratifying moments than demoralising ones. “It's definitely the most rewarding when you can help someone who is really stressed,” Jasmin shares. “Most of the time that happens when people can't log in—which is why we get back to them the quickest, because we know they need access to Cliniko. It feels really meaningful to be able to help.”","_key":"c61091e7da610"}],"_type":"block","style":"normal","_key":"3854e0408a44","markDefs":[]},{"_key":"0b63ee13394b","markDefs":[],"children":[{"_key":"7f2e331609850","_type":"span","marks":[],"text":"“But it's always the most fun when you get a bit of back and forth with the customer. I know they’re working, and I am too, but it's great when someone cracks a joke, or I do, and then they keep responding. It makes my day better, and I hope it makes theirs a bit better as well. We’re communicating online, so it’s a nice reminder that we’re all human. It’s not like I'm talking to a robot either—I'm talking to a real human in their clinic. It makes a big difference, having human connection.”"}],"_type":"block","style":"normal"},{"style":"normal","_key":"b57345961d2a","markDefs":[{"_type":"link","href":"https://www.cliniko.com/blog/work-culture/values-and-ethics-at-cliniko/","_key":"70b3c4738b00"}],"children":[{"_type":"span","marks":[],"text":"And that sentiment is at the heart of how we approach everything at Cliniko. Whether it’s trying to make the world a slightly better place through ","_key":"5dbf7db9b2160"},{"_type":"span","marks":["70b3c4738b00"],"text":"our charitable donations","_key":"5dbf7db9b2161"},{"_key":"5dbf7db9b2162","_type":"span","marks":[],"text":", investing in our human team rather than outsourcing jobs to AI, or our approach to customer service, we strongly believe in the value of the human."}],"_type":"block"},{"markDefs":[],"children":[{"text":"\n","_key":"54c4def95f5b0","_type":"span","marks":[]}],"_type":"block","style":"normal","_key":"421f7cfc3179"}],"category":{"_ref":"2c336040-8af5-40ce-8528-a013adba0325","_type":"reference"},"description":"Get to know some of the human faces behind Cliniko, starting with Jasmin from our customer support team!","featuredImage":{"alt":"A photograph of Jasmin from Cliniko with a dog on a blue background with decorative illustrations","asset":{"_ref":"image-ac94bf9dfd2aad9f849eb49e30490e269bc4d4cc-1920x1020-png","_type":"reference"},"_type":"img"},"meta":{"title":"Humans of Cliniko: Jasmin from customer support","_type":"meta","description":"Behind Cliniko is a team of dedicated and hardworking humans based all around the world. 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","image":{"asset":{"_ref":"image-cfa2ffc6c7d316f765081a1480af3a8ffedbbff9-1536x1072-png","_type":"reference"},"_type":"img","alt":"A photograph of Jasmin from Cliniko with a dog on a blue background with decorative illustrations"},"title":"Humans of Cliniko: Jasmin from customer support","author":{"_ref":"9b22645e-8ca6-452d-b41e-896ed3b56189","_type":"reference"},"slug":{"current":"humans-of-cliniko-jasmin-from-customer-support","_type":"slug"},"id":"-549e17df-db34-503e-b5fa-617967a101a3","children":[],"parent":null},"description":[{"markDefs":[],"children":[{"text":"Welcome! This is where we share everything we know about practice management, tips for growing your practice, and Cliniko news.","_key":"e683c2cdfadf0","_type":"span","marks":[]}],"_type":"block","style":"normal","_key":"e683c2cdfadf"}],"slug":{"current":"blog","_type":"slug"},"featuredLink":{"_type":"featuredLink"},"categories":[{"_type":"reference","_key":"0ea546bc4f6f","_ref":"7f091b9f-e489-4381-971c-38273903cd78"},{"_key":"00e1a3d6e4c8","_ref":"7c223cc5-d466-466a-8330-117ca43070c2","_type":"reference"},{"_ref":"55fdabda-6470-455b-b3fe-066e0a78b6e3","_type":"reference","_key":"3a73545b35b0"},{"_key":"15778e6e6cdf","_ref":"2c336040-8af5-40ce-8528-a013adba0325","_type":"reference"},{"_ref":"a5afd0fb-3467-48d1-83d3-fbeaf6efa5b5","_type":"reference","_key":"c69d32847514"}],"staffPicks":{"title":"Staff picks","posts":[{"_key":"7fc775cfb43e","_ref":"615692e8-083d-44f0-928c-b8c206a88c9d","_type":"reference"},{"_type":"reference","_key":"8de9552d380d","_ref":"799332de-f4b7-4726-a9cf-8e3ec49ec3ab"},{"_ref":"8d285285-c1a4-4844-a701-44a0f736f51e","_type":"reference","_key":"a6dbc7bb003e"}],"_type":"staffPicks","description":"A hand-picked selection of the favourite articles from the Cliniko team."},"id":"-8facb838-9926-5dd3-acc4-0b64704271fd","children":[],"parent":null},"description":[{"_key":"a558bfef101a","_type":"block","children":[{"_key":"a558bfef101a0","_type":"span","marks":[],"text":"This is where we share everything we, at Cliniko, know how to do so you can grow a successful healthcare business, and get the most out of your practice management software."}],"markDefs":[],"style":"normal"}],"featuredPost":{"_id":"a782392b-f2f8-4494-b059-98895fc64a3e","_type":"blogPost","_rev":"oUvHVuYglKtblTifGycFoB","_createdAt":"2022-09-22T16:21:33Z","_updatedAt":"2022-10-24T13:28:30Z","author":{"_id":"ea3f45e0-395b-40d6-9e5e-6224a8af9635","_type":"author","_rev":"0y1Uv3l6KBsrD7rQBHylGV","_createdAt":"2020-01-15T14:49:11Z","_updatedAt":"2022-11-23T10:31:38Z","byline":[{"_key":"7e0a3c94524a","_type":"block","children":[{"_key":"7e0a3c94524a0","_type":"span","marks":[],"text":"Michelle was born in Chicago and now lives in Leamington Spa, UK. She currently works on growth marketing for Cliniko, looking after paid marketing channels, social media, SEO, content and more."}],"markDefs":[],"style":"normal"}],"company":{"_type":"company","name":"Cliniko","url":"https://www.cliniko.com/"},"image":{"_type":"image","asset":{"_ref":"image-3e97858928d3e4bf1c2dfe9fecf0de03713b863f-1774x2317-jpg","_type":"reference"}},"name":"Michelle Geslewitz","id":"-291b6f1a-3d93-54a7-9fc7-5e39a0e58616","children":[],"parent":null},"body":[{"_key":"bb7b9954073a","_type":"block","children":[{"_key":"a9750f2ae2710","_type":"span","marks":[],"text":"Is it possible to save money on marketing and grow your healthcare business at the same time? If you’ve considered spending less due to inflation or concerns about the economy, marketing may be one of the more tempting areas to cut on the budget sheet. And that makes sense on the face of it: if you are currently in a situation where appointments aren’t filling up like they once were but your expenses are rising, it’s easy to wonder why you should continue to invest in reaching prospective new clients."}],"markDefs":[],"style":"normal"},{"_key":"534bbd2a8658","_type":"block","children":[{"_key":"aebe4d3b5cea0","_type":"span","marks":[],"text":"Maybe you’re already seeing a drop in visits to your clinic’s website, fewer people heading to your bookings page, or perhaps the costs of your ad campaigns on platforms like Google and Facebook are climbing. It’s tempting to throw your hands up and quit, especially if you don’t have the time to dig into your marketing performance on a granular level. But there may be more straightforward ways to improve your efficiency than you realise."}],"markDefs":[],"style":"normal"},{"_key":"40cb3d4be7ea","_type":"block","children":[{"_key":"5f6c8b4b5a390","_type":"span","marks":[],"text":"Odds are you’ve heard the famous quote, “you have to spend money to make money”. But there’s a big difference between spending money on activities that bring a net positive return (also known as a return on investment or “ROI” for short) for your business and those that don’t."}],"markDefs":[],"style":"normal"},{"_key":"f5a5c1da0536","_type":"block","children":[{"_key":"5dfd96e5f5ce0","_type":"span","marks":[],"text":"With marketing, especially (but not exclusively) during times of economic change, the line between which tactics are worth it from an ROI perspective and which are not can go a bit fuzzy. There may be multiple factors influencing whether a patient books in to see you or not, and that can really muddy the waters in terms of figuring out where you can improve your marketing performance."}],"markDefs":[],"style":"normal"},{"_key":"d609a66febf6","_type":"block","children":[{"_key":"49b9bcf9a31c0","_type":"span","marks":[],"text":"Every business is different—only you can decide what’s right for your clinic when it comes to adjusting the levers, so to speak. But if you’re looking for some tips on how to improve the return on your marketing efforts, here are a few ideas on how you can book more new patients for your money."}],"markDefs":[],"style":"normal"},{"_key":"6a0fd4d2506d","_type":"block","children":[{"_key":"195f661f229d0","_type":"span","marks":[],"text":"If you only have time to try one thing…\n"}],"markDefs":[],"style":"h3"},{"_key":"dd6a8fcb3930","_type":"block","children":[{"_key":"f8cbc6e12ad90","_type":"span","marks":[],"text":"All of the tips I’ll be sharing are based around the concept of the marketing funnel, which is just a fancy way of explaining how your clients relate to your business as they engage with you."}],"markDefs":[],"style":"normal"},{"_key":"37a68b123c50","_type":"editorImage","alt":"An illustration of the marketing funnel, including awareness, consideration, conversion, loyalty, and advocacy phases.","asset":{"_ref":"image-4aa9f4f62c3c403d753c85c2def74bd3bf1f1fdb-1920x991-png","_type":"reference"},"caption":[{"_key":"f0f41e588be6","_type":"block","children":[{"_key":"3466c80c8e2f","_type":"span","marks":[],"text":"The marketing funnel is a way of visualising the process of a new prospect discovering your business, becoming your patient, and finally, an advocate"}],"markDefs":[],"style":"normal"}]},{"_key":"51da7d9e72ee","_type":"block","children":[{"_key":"151793216f7f0","_type":"span","marks":[],"text":"At the top of the funnel, you have people who are not aware of your business at all— these are people who may have a problem you can solve, but don’t know that you can solve it. They may be researching possible solutions to their problem by Googling or asking people in their network for help, and that could be how they first find you. So making sure your business appears in places where people are most likely to seek information or solutions on how to fix a problem you can solve is very important."}],"markDefs":[],"style":"normal"},{"_key":"7604c30b307d","_type":"block","children":[{"_key":"d7a8ab49be4d0","_type":"span","marks":[],"text":"Once you have their attention, they begin the phase of considering your services and deciding whether you’re going to be able to solve their problem versus your competitors. This can happen instantly or it can take some time, so making sure you have a good amount of helpful, relevant information on your website, directory listings, social media, etc. is important for reducing friction at this phase."}],"markDefs":[],"style":"normal"},{"_key":"a7a1ca4f7051","_type":"block","children":[{"_key":"01abafea141e0","_type":"span","marks":[],"text":"Next comes the “conversion” phase, the magical step when a new prospect decides to book in to see you. It’s tempting to focus all your attention on this part of the funnel if your booking rate is lower than you want, but don’t underestimate the role that the first two parts of the funnel (awareness and consideration) play in helping your prospects turn into clients."}],"markDefs":[],"style":"normal"},{"_key":"cddc30ac5f78","_type":"block","children":[{"_key":"c73b86ec36690","_type":"span","marks":[],"text":"After conversion, the quality of the service you provide will determine their loyalty and whether they advocate for your business and recommend you to others."}],"markDefs":[],"style":"normal"},{"_key":"35e1ca6941b4","_type":"block","children":[{"_key":"5dfcd6bdd0560","_type":"span","marks":[],"text":"That’s a long-winded way of explaining why one of the best ways to improve the returns of your marketing and find the most effective fixes to implement, is "},{"_key":"5dfcd6bdd0561","_type":"span","marks":["strong"],"text":"to pinpoint and eliminate anything that makes it more difficult for a prospective client to move through the funnel and book in with you. "},{"_key":"5dfcd6bdd0562","_type":"span","marks":[],"text":"(This is referred to as “friction” by marketers)."}],"markDefs":[],"style":"normal"},{"_key":"c3df34199f70","_type":"block","children":[{"_key":"1cd68a243e960","_type":"span","marks":[],"text":"Essentially, by figuring out exactly what about your marketing is underperforming, you can first identify which part of the funnel has more friction than you want. From there, you can make small adjustments aimed at helping your ideal client, the one whose problem you feel "},{"_key":"1cd68a243e961","_type":"span","marks":["em"],"text":"best suited"},{"_key":"1cd68a243e962","_type":"span","marks":[],"text":" to solve, find and choose you!"}],"markDefs":[],"style":"normal"},{"_key":"2ecdc8c23fca","_type":"block","children":[{"_key":"bb25abf2fddc0","_type":"span","marks":[],"text":"The good news is that there are lots of ways to reduce friction that are neither expensive nor especially complicated, and definitely do not require extensive marketing training. In fact, much of it comes down to how well you understand who you are marketing to and their needs."}],"markDefs":[],"style":"normal"},{"_key":"e632b93a9339","_type":"block","children":[{"_key":"ba165881f39e0","_type":"span","marks":[],"text":"What to try if you have fewer new prospective patients contacting your clinic or visiting your website\n"}],"markDefs":[],"style":"h3"},{"_key":"d3397df7e88f","_type":"block","children":[{"_key":"5ce6f191db250","_type":"span","marks":[],"text":"Even if you don’t take online bookings on your clinic website, your digital presence matters a lot when it comes to getting on your ideal patient’s radar. And making your online presence work harder for you is a great way to improve the value you derive from things like your website hosting fees and the resources that go into keeping it up to date."}],"markDefs":[],"style":"normal"},{"_key":"22e9b1b9e5e7","_type":"block","children":[{"_key":"e5cdce03d2ce0","_type":"span","marks":[],"text":"If you’re offering services with a lot of competition in your area, one way to get ahead is to think about what sets your business apart in the eyes of your ideal client."}],"markDefs":[],"style":"normal"},{"_key":"ed8fc77a095d","_type":"block","children":[{"_key":"3725ee9402cf0","_type":"span","marks":[],"text":"Do you have a niche area of expertise compared to your competitors? If so, anywhere your ideal client can discover your business for the first time is a great place to highlight what makes you unique, and show off the value you can deliver to them. You stand to become more efficient mainly by spending some time empathising with your prospects' specific needs and what they’d most want to know about you before booking, especially now they may be extra budget-conscious."}],"markDefs":[],"style":"normal"},{"_key":"5dbad324a23e","_type":"block","children":[{"_key":"09603ad99a530","_type":"span","marks":[],"text":"In previous blog posts we’ve covered off the potential benefits of using "},{"_key":"09603ad99a531","_type":"span","marks":["73c39d1720d1"],"text":"Google Maps as a marketing platform"},{"_key":"09603ad99a532","_type":"span","marks":[],"text":". Make sure all your information listed there and on your Google Business Profile is up to date and accurate—in particular, that your contact and booking information are clearly visible, and that you’ve included your logo and photos, if available."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"73c39d1720d1","_type":"link","href":"https://www.cliniko.com/blog/how-to/how-to-get-more-patients-for-your-clinic-with-google-maps/"}],"style":"normal"},{"_key":"a87b36ecf48d","_type":"block","children":[{"_key":"a27b8f87b7600","_type":"span","marks":[],"text":"If you’re paying for your clinic to appear in a professional directory–for example if you’re a UK-based psychotherapist and you appear in the"},{"_key":"a27b8f87b7601","_type":"span","marks":["01fe7618bf96"],"text":" BACP directory"},{"_key":"a27b8f87b7602","_type":"span","marks":[],"text":", make sure your profile is as complete as possible with details about the services you provide and what it’s like to work with you. Rather than just listing out the therapies you practice, try writing about the common problems you solve for your clients and the results they can expect to gain if they work with you. Add high quality photos if you can."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"01fe7618bf96","_type":"link","href":"https://www.bacp.co.uk/about-therapy/how-to-find-a-therapist/?gclid=Cj0KCQjw94WZBhDtARIsAKxWG-97ue1u_6cmbZ6QQTioOrrkA_ifbHIxgB7v8EhxjXl6cKjzd65fo8waAkSSEALw_wcB"}],"style":"normal"},{"_key":"2ec5743206ad","_type":"block","children":[{"_key":"89b222f386d80","_type":"span","marks":[],"text":"What to try if you have fewer new patients booking in treatments\n"}],"markDefs":[],"style":"h3"},{"_key":"e0d3b4edb9d4","_type":"block","children":[{"_key":"d6bb7818b3bd0","_type":"span","marks":[],"text":"During difficult economic times, people tend to "},{"_key":"d6bb7818b3bd1","_type":"span","marks":["11bce6cbbdd1"],"text":"change their purchasing behaviours"},{"_key":"d6bb7818b3bd2","_type":"span","marks":[],"text":" and the consideration process may be longer and more price-sensitive than usual. In fact, many of us will be seeking discounts and value offers now. This can create a situation where it’s tempting to broadcast out discounts for services, particularly if that’s what your competition is up to. Avoid a race to the bottom by considering these ideas first."}],"markDefs":[{"_key":"11bce6cbbdd1","_type":"link","href":"https://www.thinkwithgoogle.com/intl/en-gb/consumer-insights/consumer-trends/financial-uncertainty-preparation/"}],"style":"normal"},{"_key":"feaa3c61478b","_type":"block","children":[{"_key":"0ef4f88b7e500","_type":"span","marks":[],"text":"The number one question to ask yourself is whether you have removed as much friction as you can for your ideal patient to book in with you. Do your patients book through your website or via the phone? Either way, make sure the relevant information they need to get in touch or book in is displayed prominently on your website, ideally on each page so that your patients don’t need to go hunting for it. 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Having a "},{"_key":"9344d3ff915f1","_type":"span","marks":["632b6c19e6cf"],"text":"special appointment type"},{"_key":"9344d3ff915f2","_type":"span","marks":[],"text":" for new patients can also help lay the groundwork for what they can expect working with you—and it’s a chance for you to highlight any intro offers you have available, too!"}],"level":1,"listItem":"bullet","markDefs":[{"_key":"632b6c19e6cf","_type":"link","href":"https://help.cliniko.com/en/articles/1023911-set-up-appointment-types"}],"style":"normal"},{"_key":"a77052a8f03f","_type":"block","children":[{"_key":"fc97db40e7740","_type":"span","marks":[],"text":"Content creation is another great way to educate your prospects on what to expect when they work with you and for you to deliver value without discounting. You can create pages on your site for each of your main services, demonstrating your expertise and offering practical advice if appropriate. 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The best way to manage inflated digital ad costs may not necessarily be to rush to turn off all your campaigns, which could slow you down in the long run. Consider the following first:"}],"markDefs":[],"style":"normal"},{"_key":"4ab3e161f8bc","_type":"block","children":[{"_key":"de3968517aa70","_type":"span","marks":[],"text":"Audit your accounts and reassess whether your campaign objectives still make financial sense for your business—and that they are driving prospects who are more likely to book. For example, if you are running campaigns with awareness or website click objectives, you may be getting more impressions on your campaigns for a lower price, but missing out on prospects who are ready to book sooner rather than later. The same goes for running ads that direct people to your homepage rather than your booking page. It may make more financial sense to focus your budget on campaigns that are targeting people with a stronger intention to book."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"37a87ea2d28c","_type":"block","children":[{"_key":"a6007a164d7b0","_type":"span","marks":[],"text":"Double check that any geographical targeting and ad audiences you are using still make sense for your business as well. If your priority is finding prospective clients most likely to book in, it could be worth focusing more of your existing budget on people based closer to your clinic and who are a closer demographic match to your ideal client/core existing client base."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"e60d3a30c6b2","_type":"block","children":[{"_key":"e1120ae0acc00","_type":"span","marks":[],"text":"One of the best ways to improve the efficiency of your paid ad campaigns may be to adjust your ads themselves, and experiment with ad text or creative so it’s more targeted towards what your ideal prospect needs now—especially if it’s been a while since your last refresh. For example, instead of an ad headline or copy that focuses on the fact that you offer physiotherapy services in your local town, you could experiment with a new headline that highlights how quickly a physiotherapy appointment can be booked."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"ccddc8b9f032","_type":"block","children":[{"_key":"156714a3ac900","_type":"span","marks":[],"text":"If you decide you definitely need to cut back on your digital ad spend, you can consider ramping up your word of mouth efforts at the same time. Depending on your profession and the relevant laws around marketing in your country, this can include anything from offering your existing customers a reward for anyone they recommend, to partnering with another local business to incentivise footfall for you both."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"7b9d35e74555","_type":"block","children":[{"_key":"ce858e97b43d","_type":"span","marks":[],"text":"These are just a few ideas you can use to help you continue to grow your business while dealing with a tough economy. And it’s definitely not exhaustive! 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You can customise your listing with all your relevant details, including photos, special offers and more. Think of it like a micro-website that can be accessed whenever someone looks up your address or business name on Google. Plus, the viewer can access all this information without having to visit your website or follow any additional links."}],"markDefs":[],"style":"normal"},{"_key":"7a8dd114326c","_type":"block","children":[{"_key":"7a8dd114326c0","_type":"span","marks":[],"text":"Completing your GBP profile is a crucial step toward making your practice easy to find online. It may be tempting to just get your address and phone number on there and call it a day, but don’t cut any corners. Every detail you add to your profile is another way of ‘optimising’ your business so it’s more likely to show up for relevant searches. Plus, the more information you include, the more your new patients will know what to expect when they arrive."}],"markDefs":[],"style":"normal"},{"_key":"d089d606a7f6","_type":"block","children":[{"_key":"d089d606a7f60","_type":"span","marks":[],"text":" The more often your clinic appears in relevant search results, the more people in your community will find out about you. 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Make sure to regularly update your GMB account with any new contact information so it’s easy for patients to get in touch with you."}],"level":1,"markDefs":[],"style":"normal"},{"_key":"10db8489df84","_type":"block","children":[{"_key":"10db8489df840","_type":"span","marks":[],"text":"What else can I do to make sure it’s easy for potential clients to find my clinic online? "}],"markDefs":[],"style":"h3"},{"_key":"3cf960027a08","_type":"block","children":[{"_key":"3cf960027a080","_type":"span","marks":[],"text":"Google isn’t the only search engine. Microsoft’s Bing also has a similar map feature known as"},{"_key":"3cf960027a081","_type":"span","marks":["55f64e7428d5"],"text":" Bing Places for Business"},{"_key":"3cf960027a082","_type":"span","marks":[],"text":". Even though Bing has fewer searches than Google ("},{"_key":"3cf960027a083","_type":"span","marks":["0aff3aa95b8f"],"text":"12.8% of all desktop searches vs Google’s 73.34% as of the start of the year"},{"_key":"3cf960027a084","_type":"span","marks":[],"text":"), it’s still important because it powers searches made on web browsers like Ecosia and various voice search services. Don’t ignore it. "}],"markDefs":[{"_key":"55f64e7428d5","_type":"link","href":"https://www.bingplaces.com/"},{"_key":"0aff3aa95b8f","_type":"link","href":"https://www.smartinsights.com/search-engine-marketing/search-engine-statistics/"}],"style":"normal"},{"_key":"24355214e387","_type":"block","children":[{"_key":"24355214e3870","_type":"span","marks":[],"text":"Another option for Google is to get citations on other sites. A citation is a listing of your practice name, address, and phone number (also known as NAP) in a local business directory that Google may use to reference the accuracy of its own listings. You can use sites like "},{"_key":"24355214e3871","_type":"span","marks":["c67465360079"],"text":"BrightLocal"},{"_key":"24355214e3872","_type":"span","marks":[],"text":" or "},{"_key":"24355214e3873","_type":"span","marks":["019154095a47"],"text":"MozLocal"},{"_key":"24355214e3874","_type":"span","marks":[],"text":", depending on where your clinic is based, to distribute your NAP across the web in reputable business directories. If you run an established business, you’ll need to ensure that your NAP information is correct wherever it’s published. Even listings on review sites like Yelp count towards 'proving' your business is where you say it is and can help make it easier for patients to find you online. A reasonable goal is to get one new citation per month. "}],"markDefs":[{"_key":"c67465360079","_type":"link","href":"https://www.brightlocal.com/"},{"_key":"019154095a47","_type":"link","href":"https://moz.com/products/local/smb"}],"style":"normal"},{"_key":"3dc22e85470e","_type":"block","children":[{"_key":"3dc22e85470e0","_type":"span","marks":[],"text":"With your map listing live, there’s even more you can do to get your business on the top of Google’s results page. Keep an eye on our blog for more tips that can help more patients find you online."}],"markDefs":[],"style":"normal"}],"category":{"id":"-8bfd8f8f-040e-57e7-9f48-b0e506061e2c","title":"How to","slug":{"current":"how-to"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"how-to-get-more-patients-for-your-clinic-with-google-maps"}}},{"node":{"title":"How to attract self-referred patients to your practice with online marketing","image":{"alt":"An illustration of a man with a magnet on a yellow background","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/679b9d75660758ace12958b04a98b3108de2b40e-1280x960.png?w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/679b9d75660758ace12958b04a98b3108de2b40e-1280x960.png?w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/679b9d75660758ace12958b04a98b3108de2b40e-1280x960.png?rect=1,0,1279,960&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/679b9d75660758ace12958b04a98b3108de2b40e-1280x960.png?w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/679b9d75660758ace12958b04a98b3108de2b40e-1280x960.png?w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/679b9d75660758ace12958b04a98b3108de2b40e-1280x960.png?w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/679b9d75660758ace12958b04a98b3108de2b40e-1280x960.png?w=1280&h=960&auto=format 1280w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#fcb41c","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/679b9d75660758ace12958b04a98b3108de2b40e-1280x960.png","metadata":{"dimensions":{"height":960,"width":1280}}}},"description":"Looking for an overview of the best ways to make sure your practice can easily be found by patients online? Physiotherapist and business owner James Turgis shares his advice for attracting more patients with digital marketing.","subTitle":"Could you be attracting more new patients to your practice online? This comprehensive overview by London-based physiotherapist James Turgis offers some practical firsthand advice on getting started with digital marketing.","_rawBody":[{"_key":"53d270710fba","_type":"block","children":[{"_key":"ddd73e03eda6","_type":"span","marks":[],"text":"Over the last 10 years or so, more and more patients are looking for healthcare services by doing research on Google and contacting the practice of their choice directly, without necessarily passing it by their doctor. Having seen this clear evolution in my own physiotherapy practice, we have now made the choice to put all our efforts into digital marketing rather than relying only on doctors’ referrals."}],"markDefs":[],"style":"normal"},{"_key":"32cfbe5d4690","_type":"block","children":[{"_key":"21036b29959c0","_type":"span","marks":[],"text":"As every busy practitioner knows, you need to make a choice on how to bring on new patients — and it is important to decide in advance which strategy you want to adopt in order to optimise your time."}],"markDefs":[],"style":"normal"},{"_key":"9dae5d700f7f","_type":"block","children":[{"_key":"40514769da970","_type":"span","marks":[],"text":"After spending many hours networking in the early years of our practice, we eventually realised that relying on doctor referrals was not necessarily sustainable and was a very time consuming way to achieve results that often faded over time for multiple reasons:"}],"markDefs":[],"style":"normal"},{"_key":"423476f41600","_type":"block","children":[{"_key":"4a9a8a7e6fa2","_type":"span","marks":[],"text":"Doctors refer to multiple physio clinics"}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"29168f35be50","_type":"block","children":[{"_key":"5452fb6a11cf0","_type":"span","marks":[],"text":"Every year new physios contact them for referrals"}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"be875d57842a","_type":"block","children":[{"_key":"50114a7bafcc0","_type":"span","marks":[],"text":"You are dependent on the number of patients that the doctor sees. A good example is what happened during the pandemic, where physiotherapy practices that were only relying on doctors had very few patients and some even had to close because the doctors that used to refer to them had fewer patients themselves."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"376fe16d3a40","_type":"block","children":[{"_key":"9f0dc1b84e520","_type":"span","marks":[],"text":"One of the doctors that refers to you on regular basis can retire or change location"}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"39ee4206431a","_type":"block","children":[{"_key":"07b599651b20","_type":"span","marks":[],"text":"This strategy is very time consuming — time that physios and other allied health practitioners don't necessarily have while they run their practice. It is  therefore a good idea to think long term and to have a strong online marketing plan, which is more sustainable and gives you greater control of your flow of patients."}],"markDefs":[],"style":"normal"},{"_key":"ee72c653b5ed","_type":"block","children":[{"_key":"becfd2d3168a","_type":"span","marks":[],"text":"What are the main online marketing assets you can use to get more patients?"}],"markDefs":[],"style":"h2"},{"_key":"1377d41348ca","_type":"block","children":[{"_key":"501f53a1166f0","_type":"span","marks":[],"text":"Create a logo"}],"markDefs":[],"style":"h4"},{"_key":"4efced7c7c37","_type":"block","children":[{"_key":"ca307be7ce710","_type":"span","marks":[],"text":"Your logo is important as it represents your brand and your identity. Think about big companies like Apple or Amazon: just by seeing their logo, you have the brand in mind straight away. Your logo helps  to increase your brand awareness— patients will remember you and if an injury occurs, you’re likely to be the first practice in their mind."}],"markDefs":[],"style":"normal"},{"_key":"61dfb2506229","_type":"block","children":[{"_key":"78eb9b3f11550","_type":"span","marks":[],"text":"Creating a logo is very simple, you only need to think about the message you want it to represent. Once you have the idea, you can hire a freelance graphic designer to create your professional logo."}],"markDefs":[],"style":"normal"},{"_key":"8594d5e423a3","_type":"block","children":[{"_key":"5c09e3b0c9c40","_type":"span","marks":[],"text":"Create an effective website"}],"markDefs":[],"style":"h4"},{"_key":"721cd1c8c1f6","_type":"block","children":[{"_key":"574ca01900c50","_type":"span","marks":[],"text":"A compelling website that shows the identity and spirit of your practice is a must-have. Your website is where you need to spend the most time at the beginning, as it plays a major part of your online marketing. But remember that once it is done, you may only need to significantly update it from time to time over the years. So it’s a good idea to be very involved at the beginning until you are satisfied."}],"markDefs":[],"style":"normal"},{"_key":"892fa3030b95","_type":"block","children":[{"_key":"2ae9389adbf90","_type":"span","marks":[],"text":"The first step of creating an effective website is to think about the message you want to send to your patients and how your content will make them decide to book with you rather than with your competitors. Your website also needs to have a strong design that is easy for your patients to navigate."}],"markDefs":[],"style":"normal"},{"_key":"28ad9d08b97f","_type":"tip","content":[{"_key":"49ef7f4efff7","_type":"block","children":[{"_key":"88997f6c0202","_type":"span","marks":[],"text":"Write about your personal story so patients can understand why you are passionate about your work."}],"markDefs":[],"style":"normal"}],"title":"Tip 1"},{"_key":"bfd22485bae9","_type":"block","children":[{"_key":"5e1970a32c95","_type":"span","marks":[],"text":"If you want to create your website by yourself, there are now some very easy platforms that you can use. For example, Wordpress.com or Wix.com allow you to design your website without knowing how to code. These platforms also have different plug-ins to increase your search engine optimisation (SEO)."}],"markDefs":[],"style":"normal"},{"_key":"b307f8f94759","_type":"block","children":[{"_key":"e6dbfcb9060e0","_type":"span","marks":[],"text":"If you don’t want to create your website by yourself, but don’t have a big budget, you can use web designer freelancers on platforms like upwork.com or freelancer.com. These offer some great deals for good quality websites."}],"markDefs":[],"style":"normal"},{"_key":"32abed841cb0","_type":"tip","content":[{"_key":"2732119a0b53","_type":"block","children":[{"_key":"886894c9eb31","_type":"span","marks":[],"text":"Don’t choose the cheapest option as your website will become your future source of income. Make sure the code is clean and well done, so you don’t have to redo it in the future."}],"markDefs":[],"style":"normal"}],"title":"Tip 2"},{"_key":"a3b0e59acc65","_type":"block","children":[{"_key":"11c0efbc6676","_type":"span","marks":[],"text":"If you have the budget, you can use a web design agency, so you know the code will be sustainable in the long term. They can also help you with design ideas and brand identity."}],"markDefs":[],"style":"normal"},{"_key":"666eb9f21973","_type":"tip","content":[{"_key":"6c98b55e8db7","_type":"block","children":[{"_key":"679377f7ab93","_type":"span","marks":[],"text":"If you choose this option, remember to keep control of your website. Ask the web designer to show you how to add or modify content. Otherwise, it can cost you each time you want to do a simple change that you could potentially do on your own!"}],"markDefs":[],"style":"normal"}],"title":"Tip 3"},{"_key":"bbad50f15386","_type":"block","children":[{"_key":"196a7572f5bc0","_type":"span","marks":[],"text":"Optimise your website, SEO is the key"}],"markDefs":[],"style":"h2"},{"_key":"d010b7c1da5b","_type":"block","children":[{"_key":"d7a76ccca9d30","_type":"span","marks":[],"text":"If your website is not well optimised, a potential patient will never be able to find it. This is why SEO is really important. SEO is an art and you might need a professional if you want to be on the first page of Google, but there is a lot you can do yourself if you know the basics."}],"markDefs":[],"style":"normal"},{"_key":"9b7fc051968e","_type":"block","children":[{"_key":"74423c276d620","_type":"span","marks":[],"text":"Here are the four basic SEO factors you should know:"}],"markDefs":[],"style":"normal"},{"_key":"86c7cb66a365","_type":"numberedSubHeading","heading":"Content","number":1},{"_key":"303c2a47e6c1","_type":"block","children":[{"_key":"728967798abd0","_type":"span","marks":[],"text":"Good content brings new information to people or answers questions they ask on Google. If you write good content, the Google algorithm will recognise it and place your website in higher positions. While writing your content, remember these important points:"}],"markDefs":[],"style":"normal"},{"_key":"30e410d57826","_type":"block","children":[{"_key":"2baee9cd861e0","_type":"span","marks":[],"text":"Don’t write super short content — each article should be at least 750 words."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"36a06da8c5e4","_type":"block","children":[{"_key":"9faf76e9aeb90","_type":"span","marks":[],"text":"Think about which keywords you want patients to use to find you (e.g. physiotherapist who treats back pain) and write an article for each of them."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"f19acefb21ae","_type":"block","children":[{"_key":"3d041c0530f00","_type":"span","marks":[],"text":"Incorporate this keyword or key phrase (or their synonyms) a few times in your article, so Google understands that you want to be found through this keyword. Tip: Don’t do keyword stuffing (repeating the same keyword in your content too many times), it will damage your SEO and won’t help your patients."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"b08844e43729","_type":"block","children":[{"_key":"80ae1846af1e0","_type":"span","marks":[],"text":"For each article, make sure each paragraph is adding value to your reader, and for each paragraph create a catchy title for each of them and include your key word in it. Use the H1 and H2 function in your website"}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"edd7cb2f0f0c","_type":"numberedSubHeading","heading":"Backlinks","number":2},{"_key":"d77f3bd957f8","_type":"block","children":[{"_key":"5133434f31d4","_type":"span","marks":[],"text":"An important factor to remember is that Google is used to judging the quality of your website by the number and quality of other websites that link to yours. If a website that refers to you has a high domain authority score and talks about similar topics to yours, the higher your website may rank on Google."}],"markDefs":[],"style":"normal"},{"_key":"2fe73d72163c","_type":"block","children":[{"_key":"a284b667a789","_type":"span","marks":[],"text":"You can use a tool like ahrefs.com to check the authority of websites that link to your content. Try to link with websites that have higher than or equal authority domain to yours."}],"markDefs":[],"style":"normal"},{"_key":"b347e28cce3e","_type":"tip","content":[{"_key":"de0fb27128ef","_type":"block","children":[{"_key":"d4a64444dc60","_type":"span","marks":[],"text":"Do not buy backlinks! Some companies sell backlinks (links from third party website pointing toward yours), which you might think is a faster and easier way to get visibility on Google. But Google will penalise your SEO."}],"markDefs":[],"style":"normal"}],"title":"Tip 4"},{"_key":"7037cbc72632","_type":"numberedSubHeading","heading":"Make your website mobile and tablet friendly","number":3},{"_key":"4682c15e3783","_type":"block","children":[{"_key":"95067c5ea0b90","_type":"span","marks":[],"text":"80% of searches on Google are made on tablet or mobile. It is therefore very important that your website is optimised for mobile. Google penalises websites that are not mobile friendly, which will damage your SEO and you might lose the 80% potential patients who will search for a new clinic on their mobile."}],"markDefs":[],"style":"normal"},{"_key":"5a8e51b7f29d","_type":"block","children":[{"_key":"7e33117b8f04","_type":"span","marks":[],"text":"Use your website to get more bookings"}],"markDefs":[],"style":"h2"},{"_key":"f42bad83a03a","_type":"block","children":[{"_key":"b3e667d2eb170","_type":"span","marks":[],"text":"To optimise your bookings when patients are on your website, you need to ensure people find the information they need rapidly."}],"markDefs":[],"style":"normal"},{"_key":"9343bafe57aa","_type":"block","children":[{"_key":"4a80084941480","_type":"span","marks":[],"text":"For the best chance to increase bookings, consider including the following on your website:"}],"markDefs":[],"style":"normal"},{"_key":"34b52ca0d53c","_type":"block","children":[{"_key":"07d610e1371e0","_type":"span","marks":[],"text":"A clear menu"}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"f691cfc66847","_type":"block","children":[{"_key":"69a1f7c0ecf50","_type":"span","marks":[],"text":"An attractive home page (or landing page)"}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"59abac5af7b4","_type":"block","children":[{"_key":"9269bab1c1c30","_type":"span","marks":[],"text":"A contact page that’s easy to find, with your phone number, address and email"}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"c8a876237a7a","_type":"block","children":[{"_key":"23968db3194c0","_type":"span","marks":[],"text":"A contact form so patients can reach out at any time of the day and night. This is very helpful as many patients don’t have time to call  during your opening hours"}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"b36d71a0408e","_type":"block","children":[{"_key":"5f5b9219b7ee0","_type":"span","marks":[],"text":"An online booking facility. If you read this blog, you know about Cliniko. With Cliniko, you can easily "},{"_key":"5f5b9219b7ee1","_type":"span","marks":["05c92fb56d82"],"text":"embed your online booking link on your website"},{"_key":"5f5b9219b7ee2","_type":"span","marks":[],"text":"."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"05c92fb56d82","_type":"link","href":"https://help.cliniko.com/en/articles/1023839-embed-online-bookings-in-your-website"}],"style":"normal"},{"_key":"5f23e4c452dd","_type":"block","children":[{"_key":"ddec79fb27290","_type":"span","marks":[],"text":"A webchat application so patients can ask you quick questions without having to call you. Did you know that you can now "},{"_key":"ddec79fb27291","_type":"span","marks":["b93cb6966165"],"text":"embed your WhatsApp on your website"},{"_key":"ddec79fb27292","_type":"span","marks":[],"text":" with a simple plugin?"}],"level":1,"listItem":"bullet","markDefs":[{"_key":"b93cb6966165","_type":"link","href":"https://trengo.com/blog/communication/whatsapp-as-chat-on-website/"}],"style":"normal"},{"_key":"7ec6a4e1c024","_type":"block","children":[{"_key":"1fe4ee74a33f0","_type":"span","marks":[],"text":"A newsletter subscription button. You can integrate Mailchimp to your website so patients can subscribe to your mailing list and you can start gathering emails, which is very valuable for your business."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"f28e32cd20e8","_type":"block","children":[{"_key":"9886f9c2e7fc","_type":"span","marks":[],"text":"Create a newsletter"}],"markDefs":[],"style":"h2"},{"_key":"bd0449b6a8c1","_type":"block","children":[{"_key":"710c125950db0","_type":"span","marks":[],"text":"You want both your patients and people who have visited your website to remember you. It is increasingly important to regularly remind your network that you are there for them. A newsletter is a fantastic tool, as you can communicate with your patients, inform them about what is new in your practice, give them health tips, promote new services, and educate them on the treatments you offer."}],"markDefs":[],"style":"normal"},{"_key":"b059edcac979","_type":"block","children":[{"_key":"ffb2e010d5a10","_type":"span","marks":[],"text":"It is easy to create your newsletter on Mailchimp and send it to your community regularly.  You can also connect Cliniko to Mailchimp, so that each time you enter the details  of your patients in Cliniko, "},{"_key":"9c9db26e8cd71","_type":"span","marks":["9c80d7b52040"],"text":"it will automatically populate  your mailing list in Mailchimp"},{"_key":"9c9db26e8cd72","_type":"span","marks":[],"text":"."}],"markDefs":[{"_key":"9c80d7b52040","_type":"link","href":"https://help.cliniko.com/en/articles/1023931-integrate-cliniko-with-your-mailchimp-account"}],"style":"normal"},{"_key":"efafd2699564","_type":"tip","content":[{"_key":"eaf629791659","_type":"block","children":[{"_key":"a25b960250f7","_type":"span","marks":[],"text":"The content of your newsletter must be interesting and easy to read. Oftentimes shorter is better, as people won’t necessarily read the whole thing in detail. Use designs and colours to increase the visibility of the main message."}],"markDefs":[],"style":"normal"}],"title":"Tip 5"},{"_key":"f5741d050517","_type":"block","children":[{"_key":"e63a59ca131e0","_type":"span","marks":[],"text":"Create a social media community"}],"markDefs":[],"style":"h2"},{"_key":"ab085f30c9ac","_type":"block","children":[{"_key":"9567e01230af0","_type":"span","marks":[],"text":"Use the social media platform that suits your practice and create a community. Facebook, Instagram, Twitter, Tiktok — you have a lot of choice. But remember that when you start with social media, if you want to create a broad community, you need to upload regular and interesting content. You’re best to choose one or two social media platforms, as it will likely take you a lot of time to feature your content on many. Instead of posting quick but dull content, you would be better off spending your time making great content for fewer platforms and slowly building a community that believes in your philosophy and will refer you to their friends."}],"markDefs":[],"style":"normal"},{"_key":"a6581572773e","_type":"tip","content":[{"_key":"5961492792de","_type":"block","children":[{"_key":"7690be37f10d","_type":"span","marks":[],"text":"You can also prepare your posts in advance and programme them to post automatically on all your social media at the date and time that you wish. It’s a time saver!"}],"markDefs":[],"style":"normal"}],"title":"Tip 6"},{"_key":"5d1cfbdf1216","_type":"block","children":[{"_key":"c04bd51197c90","_type":"span","marks":[],"text":"Your basic online marketing is now ready!"}],"markDefs":[],"style":"h2"},{"_key":"bc6b20233db2","_type":"block","children":[{"_key":"d5aa8ca6ef1e0","_type":"span","marks":[],"text":"With all these tools in place, you will see an increase of self-referred patients contacting you and soon realise that it is more sustainable than waiting for doctors to send you patients. This strategy has proven itself during the pandemic — our practice, which uses a fully online marketing strategy, had nearly no decrease in patients, as many people were online during this time, while other clinics relying on traditional referrals struggled much more."}],"markDefs":[],"style":"normal"},{"_key":"df5d781ced28","_type":"block","children":[{"_key":"5706873645da0","_type":"span","marks":[],"text":"So go for it and give it a try! You will appreciate the results. And if you ever have some spare time, despite all the new patients that this strategy will bring you, you can still go for a couple of doctor’s meetings. 😄\n"}],"markDefs":[],"style":"normal"}],"category":{"id":"-8bfd8f8f-040e-57e7-9f48-b0e506061e2c","title":"How to","slug":{"current":"how-to"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"how-to-attract-self-referred-patients-to-your-practice-with-online-marketing"}}},{"node":{"title":"How to build a data-driven healthcare practice: 4 tips to get you started","image":{"alt":"An illustration of a desktop monitor with patient dashboard featuring lots of graphs","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/8f8a5f7c5574403555aaf3f8395eb37500b8fd87-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/8f8a5f7c5574403555aaf3f8395eb37500b8fd87-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/8f8a5f7c5574403555aaf3f8395eb37500b8fd87-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/8f8a5f7c5574403555aaf3f8395eb37500b8fd87-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/8f8a5f7c5574403555aaf3f8395eb37500b8fd87-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/8f8a5f7c5574403555aaf3f8395eb37500b8fd87-1536x1072.png?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/8f8a5f7c5574403555aaf3f8395eb37500b8fd87-1536x1072.png?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/8f8a5f7c5574403555aaf3f8395eb37500b8fd87-1536x1072.png?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#129fbe","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/8f8a5f7c5574403555aaf3f8395eb37500b8fd87-1536x1072.png","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":null,"subTitle":"Data can help you create a snapshot of your business's health and improve your decision-making. But what is the best way to start using it? Diana Xhumari has some advice on how you can get started creating a \"data-driven\" culture in your practice.","_rawBody":[{"_key":"edaf2a37076d","_type":"block","children":[{"_key":"8a267bc2ba89","_type":"span","marks":[],"text":"Chances are you already use data to analyse your patient’s health and treatment outcomes. You probably also know data is the key to evaluating the health of your business, too.  "},{"_key":"b2cc5bde4679","_type":"span","marks":["183e8f6d5889"],"text":"With more aspects of healthcare going online"},{"_key":"affc376bb145","_type":"span","marks":[],"text":", the amount of data you have access to will increase, and it may be simpler than you think to use it to your advantage."}],"markDefs":[{"_key":"183e8f6d5889","_type":"link","href":"https://www.cliniko.com/blog/practice-tips/going-digital-allied-healthcare-edition/"}],"style":"normal"},{"_key":"a09cc0646112","_type":"block","children":[{"_key":"9c221e513f0f0","_type":"span","marks":[],"text":"Regardless of the size or type of your practice, there is much to gain from analysing metrics like your top new patient referral sources through to your "},{"_key":"d99ff5f298ea1","_type":"span","marks":["628cc57c846a"],"text":"Patient Visit Average (PVA)"},{"_key":"d99ff5f298ea2","_type":"span","marks":[],"text":"."}],"markDefs":[{"_key":"628cc57c846a","_type":"link","href":"https://www.cliniko.com/blog/practice-tips/what-is-a-patient-visit-average/"}],"style":"normal"},{"_key":"f1d6382e32f8","_type":"block","children":[{"_key":"4fbe95070f320","_type":"span","marks":[],"text":"Using quantified information to make better decisions based on better insight about your business is exactly what we mean by becoming a “data-driven” practice. Or, phrased another way, "},{"_key":"9ba4b8cd6f381","_type":"span","marks":["strong"],"text":"making fewer decisions based on emotions or subjective factors and, instead, being guided by objective markers of what’s going well and what can be improved."}],"markDefs":[],"style":"normal"},{"_key":"24a7ced6cb37","_type":"block","children":[{"_key":"2e26c6196b8e0","_type":"span","marks":[],"text":"Becoming data-driven means making data a central part of your business, strategy, and culture. It may surprise you to know, like many things, data’s purpose ultimately boils down to people and not technology."}],"markDefs":[],"style":"normal"},{"_key":"dccdb2b18327","_type":"block","children":[{"_key":"ffabcc8c031b0","_type":"span","marks":[],"text":"Where should your practice start on the journey to becoming “data-driven”?  Here are four suggestions to think about, based on my years of working with healthcare practices.\n"}],"markDefs":[],"style":"normal"},{"_key":"0cd8f926e94f","_type":"numberedSubHeading","heading":"Organise your data and uncover what's relevant","number":1},{"_key":"a824aca17eb1","_type":"block","children":[{"_key":"c828f0e14ee10","_type":"span","marks":[],"text":"\nLet’s start at the source, literally."}],"markDefs":[],"style":"normal"},{"_key":"1fc5fec3c239","_type":"block","children":[{"_key":"c5c158d127300","_type":"span","marks":[],"text":"How many business management tools are you currently using? These could be tools that help with your financial, scheduling, and marketing operations."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"b84ed853dd44","_type":"block","children":[{"_key":"b3f24ac338ca0","_type":"span","marks":[],"text":"How accessible and "},{"_key":"b3f24ac338ca1","_type":"span","marks":["81db49af5657"],"text":"interoperable"},{"_key":"b3f24ac338ca2","_type":"span","marks":[],"text":" are all those listed data sources? Meaning, is it easy for you to access the data used by these tools and do they “talk” to each other?"}],"level":1,"listItem":"bullet","markDefs":[{"_key":"81db49af5657","_type":"link","href":"https://dictionary.cambridge.org/dictionary/english/interoperable"}],"style":"normal"},{"_key":"1e4cd213f929","_type":"block","children":[{"_key":"ecee9624f4880","_type":"span","marks":[],"text":"Organising your data into a sole point of referral can be challenging, because even if you are not yet “data-driven” you may already have many different tools measuring different aspects of your business. Think of building the full story of your practice and its performance as you would a patient medical history: you may need all the details about past diseases, illnesses running in the family, previous diagnoses, medical abstract, therapies, allergies, and medication."}],"markDefs":[],"style":"normal"},{"_key":"f54b9dfa7cd0","_type":"block","children":[{"_key":"7d9161fe71b50","_type":"span","marks":[],"text":"In order for your practice to get a 360-degree view of your clinic’s performance, you may need the details from every and any place you are storing data–for example on an individual desktop, cloud drive, or in a specific software platform."}],"markDefs":[],"style":"normal"},{"_key":"3fe4ab7c7625","_type":"block","children":[{"_key":"0e02a7336bf10","_type":"span","marks":[],"text":"Much of the stress stemming from data analysis comes from confusion over what’s relevant. How do you separate what’s important from what isn’t?"}],"markDefs":[],"style":"normal"},{"_key":"08a1844ffc4a","_type":"block","children":[{"_key":"d495defe01460","_type":"span","marks":[],"text":"My advice is to archive or disregard anything that is no longer necessary or relevant to you at the current phase of your business and focus your attention on the information that will serve you best going forward."}],"markDefs":[],"style":"normal"},{"_key":"18cc67030a89","_type":"block","children":[{"_key":"5630607220e30","_type":"span","marks":[],"text":"Think about the problems you are looking to solve today and your goals for your business. Perhaps you have a full diary, for example, but aren’t sure about how many times new patients rebook on average. Or maybe you want to understand how individual practitioners are performing in terms of the revenue they earn for your business, or how often people cancel or don’t show up for appointments."}],"markDefs":[],"style":"normal"},{"_key":"8fae3fe883b8","_type":"block","children":[{"_key":"c7f1b1eb55240","_type":"span","marks":[],"text":"Organising your data can help you uncover all this insight, and make life much easier as you prepare for the real work to begin!"}],"markDefs":[],"style":"normal"},{"_key":"3f4085547015","_type":"block","children":[{"_key":"24455366e3c20","_type":"span","marks":[],"text":""}],"markDefs":[],"style":"normal"},{"_key":"a0783a6c617f","_type":"numberedSubHeading","heading":"Focus on QIQO (quality in, quality out)","number":2},{"_key":"e68c13efd75e","_type":"block","children":[{"_key":"d6596c16362a0","_type":"span","marks":[],"text":"As a healthcare professional, you are extremely aware of the effect a good diet can have on the human body. Whenever we consume the right nutrients and amount of water, the results are amazing. We have more energy, feel healthier, and live better in general. However, when chemicals and artificial ingredients come into play, the results may not be as pleasant."}],"markDefs":[],"style":"normal"},{"_key":"5c057aeb158c","_type":"block","children":[{"_key":"1ee5bc5b7c3b0","_type":"span","marks":[],"text":"So we understand that whatever we put in, we get out."}],"markDefs":[],"style":"normal"},{"_key":"e359bd2c495f","_type":"block","children":[{"_key":"247e264a9e0a0","_type":"span","marks":[],"text":"The same concept applies to data!"}],"markDefs":[],"style":"normal"},{"_key":"43ec544640ab","_type":"block","children":[{"_key":"9a56c92c188b0","_type":"span","marks":["em"],"text":"Quality in, quality out (QIQO) refers to the fact that the value of the inputs usually influences the value of the output."}],"markDefs":[],"style":"normal"},{"_key":"c6725fdc60d0","_type":"block","children":[{"_key":"c1c86a319f530","_type":"span","marks":[],"text":"Data visualisation applications and software (i.e. tools that let you create graphs and charts of your business data) rely heavily on the quality and accuracy of the data being fed into them to produce accurate outputs. So you need to make sure that when you are inputting data or setting up an integration, it is coming from a reliable, consistent source."}],"markDefs":[],"style":"normal"},{"_key":"81d730fe6559","_type":"block","children":[{"_key":"0aefea5f98da0","_type":"span","marks":[],"text":"This also means that if your practice isn’t updating your appointments, patient information, and general activity in your practice management system, there’s no way to create a detailed performance review of how your business is doing."}],"markDefs":[],"style":"normal"},{"_key":"b871a3654674","_type":"block","children":[{"_key":"e43344a7660a0","_type":"span","marks":[],"text":"It’s worth agreeing with your colleagues what information you need to collect and where it should be logged, so you can rely on the insights you derive from it."}],"markDefs":[],"style":"normal"},{"_key":"bf42a3773559","_type":"block","children":[{"_key":"ed67fd277d740","_type":"span","marks":[],"text":"Remember: You can’t manage what you don’t measure."}],"markDefs":[],"style":"normal"},{"_key":"15139a93260b","_type":"numberedSubHeading","heading":"Convert your numbers into actions, not just stats","number":3},{"_key":"c6861e37560e","_type":"block","children":[{"_key":"9e31c1f411530","_type":"span","marks":[],"text":"\nYou can’t just rely on data itself in order to transform your culture."}],"markDefs":[],"style":"normal"},{"_key":"ce56ea76411b","_type":"block","children":[{"_key":"17a499f26a550","_type":"span","marks":[],"text":"To make meaningful and informed decisions from data, you need to ask the right questions, and actively pursue the answers. Take a good look at what your numbers are showing and ask yourself practical questions like:"}],"markDefs":[],"style":"normal"},{"_key":"e942b186d056","_type":"block","children":[{"_key":"f8af479bd70f0","_type":"span","marks":[],"text":"Is your clinic making more appointments than your room capacity?"}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"f0863cf8d598","_type":"block","children":[{"_key":"8935da98f04d0","_type":"span","marks":[],"text":"What is the PVA of each of your practitioners and their performance overall?"}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"642d5911a292","_type":"block","children":[{"_key":"812636fb7aa70","_type":"span","marks":[],"text":"Are your marketing campaigns profitable?"}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"8f798a0c4337","_type":"block","children":[{"_key":"47eab72c3fae0","_type":"span","marks":[],"text":"Often, you’ll find answers to these questions will lead to more questions, and gradually the actions you need to take to improve your business will become a lot clearer. The best part? Tracking your data and key metrics allows you to see the incremental improvements in action!\n"}],"markDefs":[],"style":"normal"},{"_key":"5e3600c1af3d","_type":"numberedSubHeading","heading":"Consider: what is the actual cost of data crunching?","number":4},{"_key":"278523785a75","_type":"block","children":[{"_key":"ffca73ea5c8e0","_type":"span","marks":[],"text":"Anecdotally speaking, we’ve seen that practices spend on average three to five hours a week exporting, uploading, and tinkering with formulas to visualise data when they run manual reports."}],"markDefs":[],"style":"normal"},{"_key":"677e06fc43b5","_type":"block","children":[{"_key":"27af774563f80","_type":"span","marks":[],"text":"Yet, surprisingly it's often the practice owner or clinical lead doing the crunching, wasting valuable revenue-generating, patient-facing hours to the tune of thousands, if not tens of thousands of dollars a year."}],"markDefs":[],"style":"normal"},{"_key":"efc440f3acf1","_type":"block","children":[{"_key":"66aeb7a8212f0","_type":"span","marks":[],"text":"Does that sound data-driven and efficient to you? You can calculate the precise cost of preparing your practice reports manually right "},{"_key":"66aeb7a8212f1","_type":"span","marks":["49961738b43e"],"text":"here"},{"_key":"66aeb7a8212f2","_type":"span","marks":[],"text":"."}],"markDefs":[{"_key":"49961738b43e","_type":"link","href":"https://dataplayer.io/pricing"}],"style":"normal"},{"_key":"80264ad133db","_type":"block","children":[{"_key":"1a4b002568a10","_type":"span","marks":[],"text":"Or, you can use this simple formula:"}],"markDefs":[],"style":"normal"},{"_key":"d2ab5b824dea","_type":"block","children":[{"_key":"a18dcd888db10","_type":"span","marks":["strong"],"text":"Hours spent exporting and preparing reports per week  X Billable hourly rate for the person preparing the reports X 4.2 (weeks) = Your estimated cost per month"}],"markDefs":[],"style":"normal"},{"_key":"f63c2a6f0339","_type":"block","children":[{"_key":"0b55877f33fa0","_type":"span","marks":[],"text":"This is where using an automated reporting and data visualisation tool can help make the process simpler.\n"}],"markDefs":[],"style":"normal"},{"_key":"d4ee30eb7172","_type":"block","children":[{"_key":"8cf52e538396","_type":"span","marks":[],"text":"Summary "}],"markDefs":[],"style":"h3"},{"_key":"04402210e043","_type":"block","children":[{"_key":"aa99b34a8fef0","_type":"span","marks":[],"text":"Getting started with a data-driven approach is no small feat, and this really is just a stepping stone. Starting a data empowerment journey for your clinic can be a challenge. The literature is heavy and the suggestions are endless. Hopefully, this will give you the desire to learn more, and start to implement some of these practices in your clinic. If you have decided and committed to making your practice more data-driven, you’re already halfway there and the payoff is limitless."}],"markDefs":[],"style":"normal"},{"_key":"75ccccd84af6","_type":"block","children":[{"_key":"ad3046004bc70","_type":"span","marks":[],"text":""}],"markDefs":[],"style":"normal"}],"category":{"id":"-8bfd8f8f-040e-57e7-9f48-b0e506061e2c","title":"How to","slug":{"current":"how-to"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"how-to-build-a-data-driven-healthcare-practice-4-tips-to-get-started"}}},{"node":{"title":"How to decide how much to charge your patients: a guide on pricing your clinic's services","image":{"alt":"The practice pyramid of expenses by The Hive","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/7a5ecd33fc7d429fb5b1ef4d6f7b7d874fd5865c-2000x2000.jpg?rect=0,250,2000,1500&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/7a5ecd33fc7d429fb5b1ef4d6f7b7d874fd5865c-2000x2000.jpg?rect=0,250,2000,1500&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/7a5ecd33fc7d429fb5b1ef4d6f7b7d874fd5865c-2000x2000.jpg?rect=0,249,2000,1502&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/7a5ecd33fc7d429fb5b1ef4d6f7b7d874fd5865c-2000x2000.jpg?rect=0,250,2000,1500&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/7a5ecd33fc7d429fb5b1ef4d6f7b7d874fd5865c-2000x2000.jpg?rect=0,250,2000,1500&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/7a5ecd33fc7d429fb5b1ef4d6f7b7d874fd5865c-2000x2000.jpg?rect=0,250,2000,1500&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/7a5ecd33fc7d429fb5b1ef4d6f7b7d874fd5865c-2000x2000.jpg?rect=0,250,2000,1501&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/7a5ecd33fc7d429fb5b1ef4d6f7b7d874fd5865c-2000x2000.jpg?rect=0,250,2000,1500&w=1600&h=1200&auto=format 1600w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/7a5ecd33fc7d429fb5b1ef4d6f7b7d874fd5865c-2000x2000.jpg?rect=0,250,2000,1500&w=1920&h=1440&auto=format 1920w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/7a5ecd33fc7d429fb5b1ef4d6f7b7d874fd5865c-2000x2000.jpg?rect=0,250,2000,1500&w=2000&h=1500&auto=format 2000w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#113758","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/7a5ecd33fc7d429fb5b1ef4d6f7b7d874fd5865c-2000x2000.jpg","metadata":{"dimensions":{"height":2000,"width":2000}}}},"description":null,"subTitle":"Understanding how to price your services will put you in a better position to invest in your business. Allied health business coach Blake Sergeant takes you through everything you need to know to generate positive cash flow and sustainable profit.","_rawBody":[{"_key":"6db6c977803a","_type":"block","children":[{"_key":"f4ad2ffd18ba0","_type":"span","marks":[],"text":"You may be just starting out, and uncertain what to charge. You might be wondering if you’re charging too much, or not enough because your pricing is different from other practices you know. Or maybe you’re just barely breaking even and unsure whether increasing prices is the right move."}],"markDefs":[],"style":"normal"},{"_key":"54087c1ed847","_type":"block","children":[{"_key":"37b79369830d0","_type":"span","marks":[],"text":"In any case, pricing correctly is important because you need to know whether you’re generating positive cash flow and sustainable profit. Once you have a clearer understanding of whether your pricing adequately covers your costs, you’ll be able to make better decisions for your business and patients."}],"markDefs":[],"style":"normal"},{"_key":"b81c400c4ed3","_type":"block","children":[{"_key":"5369bf84e6d40","_type":"span","marks":[],"text":"In this article, I’ll take you through our framework to help you work out if you’re charging enough to cover costs, plus other measures you can take to increase your profitability if raising prices is off the table."}],"markDefs":[],"style":"normal"},{"_key":"0ae6e925347e","_type":"block","children":[{"_key":"2534d30ea04c","_type":"span","marks":[],"text":"Your key considerations when deciding how much to charge"}],"markDefs":[],"style":"h3"},{"_key":"d137754ff913","_type":"block","children":[{"_key":"e6116a0c52f2","_type":"span","marks":[],"text":"I recommend that you do not calculate your consultation fee according to what anyone else is charging. The price of your consultations should always be based on the value you provide for your clients."}],"markDefs":[],"style":"normal"},{"_key":"137813955fbe","_type":"block","children":[{"_key":"99b92909e78e0","_type":"span","marks":[],"text":"That said, you need to break down the cost to your practice for a treatment so you can make an informed decision about setting a price for your consultations."}],"markDefs":[],"style":"normal"},{"_key":"1ce0492650a3","_type":"block","children":[{"_key":"c6841a18c9d10","_type":"span","marks":[],"text":"I work with health practitioners across many allied health disciplines and I often see that the practice as a whole is operating at less than "},{"_key":"ad31915821741","_type":"span","marks":["ead766800d5a"],"text":"5% net profit before paying tax"},{"_key":"ad31915821742","_type":"span","marks":[],"text":". For example, wages may be heading towards 50%, support salaries around 15%, and business running costs may be heading towards 35%. When a business runs at these percentages, it’s often the principal practitioner/practice owner who is funding the business out of their own pocket, and making their own effective hourly rate less than the minimum wage!"}],"markDefs":[{"_key":"ead766800d5a","_type":"link","href":"https://www.cliniko.com/blog/practice-tips/3-must-have-reports-for-tracking-your-practices-performance/"}],"style":"normal"},{"_key":"718df7953d72","_type":"block","children":[{"_key":"f48ff3e7941b0","_type":"span","marks":[],"text":"It’s important that you understand the real costs associated with delivering a consultation so you can be confident that you’re making a net profit, and avoid losing money."}],"markDefs":[],"style":"normal"},{"_key":"6102b86eb672","_type":"block","children":[{"_key":"9b434dc2fbb8","_type":"span","marks":[],"text":"Reverse engineer your prices"}],"markDefs":[],"style":"h3"},{"_key":"6e752ed6d7ce","_type":"block","children":[{"_key":"1f3f1452bc78","_type":"span","marks":[],"text":"So what should you include in your consultation pricing and how does that breakdown? I created this pyramid as a benchmark to guide you through your finances so you can be more confident you’re covering your operational costs."}],"markDefs":[]},{"_key":"b779e0119140","_type":"editorImage","alt":"The Practice % Pyramid by The Hive","asset":{"_id":"image-7a5ecd33fc7d429fb5b1ef4d6f7b7d874fd5865c-2000x2000-jpg","_type":"sanity.imageAsset","_rev":"Yhj3RbPbNBVPuD3mz5ntNT","_createdAt":"2021-09-06T11:42:49Z","_updatedAt":"2021-09-06T11:42:49Z","assetId":"7a5ecd33fc7d429fb5b1ef4d6f7b7d874fd5865c","extension":"jpg","metadata":{"_type":"sanity.imageMetadata","dimensions":{"_type":"sanity.imageDimensions","aspectRatio":1,"height":2000,"width":2000},"hasAlpha":false,"isOpaque":true,"lqip":"data:image/jpeg;base64,/9j/2wBDAAYEBQYFBAYGBQYHBwYIChAKCgkJChQODwwQFxQYGBcUFhYaHSUfGhsjHBYWICwgIyYnKSopGR8tMC0oMCUoKSj/2wBDAQcHBwoIChMKChMoGhYaKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCgoKCj/wAARCAAUABQDASIAAhEBAxEB/8QAFwABAQEBAAAAAAAAAAAAAAAAAAIECP/EAB8QAAICAgIDAQAAAAAAAAAAAAABAgMREgQhMUFRcf/EABUBAQEAAAAAAAAAAAAAAAAAAAEA/8QAFREBAQAAAAAAAAAAAAAAAAAAAAH/2gAMAwEAAhEDEQA/AOo7VZF5raf3ZkRnfLDho0XdLL1z0vJHHmstZz2QaUACLJVx4x5d1m825enLpfiNGiQA0Ra6QAAv/9k=","palette":{"_type":"sanity.imagePalette","darkMuted":{"_type":"sanity.imagePaletteSwatch","background":"#3d3b3c","foreground":"#fff","population":0.04,"title":"#fff"},"darkVibrant":{"_type":"sanity.imagePaletteSwatch","background":"#113758","foreground":"#fff","population":0.2,"title":"#fff"},"dominant":{"_type":"sanity.imagePaletteSwatch","background":"#113758","foreground":"#fff","population":0.2,"title":"#fff"},"lightMuted":{"_type":"sanity.imagePaletteSwatch","background":"#accccc","foreground":"#000","population":0,"title":"#fff"},"lightVibrant":{"_type":"sanity.imagePaletteSwatch","background":"#cce2f6","foreground":"#000","population":0.01,"title":"#000"},"muted":{"_type":"sanity.imagePaletteSwatch","background":"#62908f","foreground":"#fff","population":0.06,"title":"#fff"},"vibrant":{"_type":"sanity.imagePaletteSwatch","background":"#6894b8","foreground":"#fff","population":0.01,"title":"#fff"}}},"mimeType":"image/jpeg","originalFilename":"practice-cost-pyramid-the-hive.jpg","path":"images/3rd8yckx/production/7a5ecd33fc7d429fb5b1ef4d6f7b7d874fd5865c-2000x2000.jpg","sha1hash":"7a5ecd33fc7d429fb5b1ef4d6f7b7d874fd5865c","size":603664,"uploadId":"X5lGZ9L3yhy86e8o8FkocqlkTETGQvkv","url":"https://cdn.sanity.io/images/3rd8yckx/production/7a5ecd33fc7d429fb5b1ef4d6f7b7d874fd5865c-2000x2000.jpg","filename":"practice-cost-pyramid-the-hive.jpg","width":2000,"height":2000,"placeholderUrl":"https://cdn.sanity.io/images/3rd8yckx/production/7a5ecd33fc7d429fb5b1ef4d6f7b7d874fd5865c-2000x2000.jpg?rect=334,0,1333,2000&w=%width%&h=%height%&q=80","id":"image-7a5ecd33fc7d429fb5b1ef4d6f7b7d874fd5865c-2000x2000-jpg","children":[],"parent":null},"caption":[{"_key":"e864958c02ea","_type":"block","children":[{"_key":"821c31874cbd","_type":"span","marks":[],"text":"The Practice % Pyramid by The Hive"}],"markDefs":[],"style":"normal"}]},{"_key":"349afbc741b7","_type":"block","children":[{"_key":"b5763b8ea692","_type":"span","marks":[],"text":"Here is what you should consider when deciding  how much to charge patients for a consultation:"}],"markDefs":[],"style":"normal"},{"_key":"6f4f29a58b05","_type":"block","children":[{"_key":"df89be208b690","_type":"span","marks":["strong"],"text":"40% / Wages"},{"_key":"df89be208b691","_type":"span","marks":[],"text":" including tax and superannuation/pension contribution for you or the team member who conducts the consult. This is your ‘cost of delivery’."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"a42444e6eb2f","_type":"block","children":[{"_key":"3f99cb6129dc0","_type":"span","marks":["strong"],"text":"13% / Support team "},{"_key":"3f99cb6129dc1","_type":"span","marks":[],"text":"- your essential team that does not generate revenue. These are your administrators, receptionists, practice managers, and bookkeepers."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"052ba44a49f5","_type":"block","children":[{"_key":"647de1c8f5a10","_type":"span","marks":["strong"],"text":"7% / Rent"}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"9169b630cb46","_type":"block","children":[{"_key":"952dc97216470","_type":"span","marks":["strong"],"text":"20% / Business running costs "},{"_key":"952dc97216471","_type":"span","marks":[],"text":"-"},{"_key":"952dc97216472","_type":"span","marks":["strong"],"text":" "},{"_key":"952dc97216473","_type":"span","marks":[],"text":"these are the necessary costs for running your business. For example, phone, electricity, internet, insurance, practice management software, toilet paper."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"9610698fe1c3","_type":"block","children":[{"_key":"f98ed66931ee0","_type":"span","marks":["strong"],"text":"20% / Net profit "},{"_key":"f98ed66931ee1","_type":"span","marks":[],"text":"- 50%"},{"_key":"f98ed66931ee2","_type":"span","marks":["strong"],"text":" "},{"_key":"f98ed66931ee3","_type":"span","marks":[],"text":"of this should be your cash flow for paying your bills, the other 50% is the profit for reinvesting into your business."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"47f5b9015e93","_type":"block","children":[{"_key":"21221c6f7c200","_type":"span","marks":[],"text":"If you’re not charging enough money for your consultations, you’ll be able to pay most of your costs  but you won’t have any profit and you’ll struggle with your cash flow."}],"markDefs":[],"style":"normal"},{"_key":"5f2963b3dc95","_type":"block","children":[{"_key":"d29f22458623","_type":"span","marks":[],"text":"Set your prices correctly"}],"markDefs":[],"style":"h3"},{"_key":"2c33986314cc","_type":"block","children":[{"_key":"a6945d1e44cd","_type":"span","marks":[],"text":"Increasing prices may not always be the whole solution, though. If your overall practice profit is currently less than 20% of your overall turnover, and particularly if it is less than 10%, you should ask yourself these two questions:"}],"markDefs":[],"style":"normal"},{"_key":"fd1c9af46a1e","_type":"block","children":[{"_key":"82aea59984db0","_type":"span","marks":["em"],"text":"‘Does my consultation price accurately reflect the value I am providing to clients?’"}],"level":1,"listItem":"number","markDefs":[],"style":"normal"},{"_key":"ff865bfbf174","_type":"block","children":[{"_key":"1e5e1dc261b20","_type":"span","marks":["em"],"text":"‘Am I paying too much for my business running costs?’"},{"_key":"7024cb8fc1b60","_type":"span","marks":[],"text":"\n"}],"level":1,"listItem":"number","markDefs":[],"style":"normal"},{"_key":"e944d417b7e7","_type":"block","children":[{"_key":"5fc3ee58c91e0","_type":"span","marks":[],"text":"If the answer is yes to both of the above, or you’re not sure of the answer for question number two, and you’re still not close to 20% as your net profit, the best way to increase your margin percentage is to reduce the amount you’re spending on business costs. It’s a lot easier to save what you already have than it is to earn more. Let’s look at a quick example to show you what I mean."}],"markDefs":[],"style":"normal"},{"_key":"e3f4b96b8eee","_type":"block","children":[{"_key":"726aeec13ff00","_type":"span","marks":[],"text":"If your clinic has a profit margin of 5%, you’d have to generate £2,000 of additional revenue (more patients) just to gain an extra £100 of profit. Or, you could simply save that £100 by shopping around for a better deal on your internet."}],"markDefs":[],"style":"normal"},{"_key":"520356de1481","_type":"block","children":[{"_key":"54de8f9820b30","_type":"span","marks":[],"text":"See the difference? It’s much easier to save money than it is to make money."}],"markDefs":[],"style":"normal"},{"_key":"6b7e4c599f32","_type":"block","children":[{"_key":"0964f78720d6","_type":"span","marks":[],"text":"Two simple tips for increasing your profit margin without increasing your pricing"}],"markDefs":[],"style":"h3"},{"_key":"7fa160562178","_type":"block","children":[{"_key":"eb3507c3ffd9","_type":"span","marks":[],"text":"To cut back on your spending, you’ll first want to find out where your money is going. I recommend pulling up your bank statement and going line-by-line asking yourself these two simple, but crucial, questions for every expense on your list."}],"markDefs":[],"style":"normal"},{"_key":"fd44cbdf915a","_type":"numberedSubHeading","heading":"Do I need this?","number":1},{"_key":"be28f8ab0a12","_type":"block","children":[{"_key":"c5fbe1f4e7860","_type":"span","marks":[],"text":"\nIf an item is something that you absolutely must have for your business, then answer ‘yes’ and move on to the next question."}],"markDefs":[],"style":"normal"},{"_key":"cdeea4e17b37","_type":"block","children":[{"_key":"84161090ecce","_type":"span","marks":[],"text":"But if it’s not entirely necessary, then take a moment to consider what your day-to-day might be like if you didn’t have that item or service. Do you really need to spend that money? If not, getting rid of it will increase your profit margin.\n"}],"markDefs":[],"style":"normal"},{"_key":"89e7c6218de8","_type":"numberedSubHeading","heading":"Can I get a better deal?","number":2},{"_key":"b25921b23bd9","_type":"block","children":[{"_key":"eb05590ddccd","_type":"span","marks":[],"text":"Some things, like rent, loan payments, office supplies, equipment, etc., are must-haves. You can’t run your business without them. For these things, your best bet is to explore ways that you might pay less."}],"markDefs":[],"style":"normal"},{"_key":"d5a09316e0c2","_type":"block","children":[{"_key":"345c4073880f0","_type":"span","marks":[],"text":"That won’t always be possible, of course, but it’s an idea worth looking into. Can you renegotiate on your rent? Can you refinance your loan? Can you get a better deal on your phone and utilities? Can you get a better rate from your suppliers? Often, it’s just a matter of comparing the going rates for a service, then calling your provider and asking them to match current offers in the market. Sometimes it will involve switching."}],"markDefs":[],"style":"normal"},{"_key":"e9b51b727546","_type":"block","children":[{"_key":"2ed3227d75c50","_type":"span","marks":[],"text":"Anything you can do will help, because increasing your margin by just a percent or two can make a big difference in the long run."}],"markDefs":[],"style":"normal"},{"_key":"42c422875b76","_type":"block","children":[{"_key":"0b904706cd20","_type":"span","marks":[],"text":"No matter what you’re able to do now, try to keep these two questions in mind as you move forward. Cut costs when possible and watch your spending, because saving money is the best way to make your practice more profitable without raising prices.\n"}],"markDefs":[],"style":"normal"},{"_key":"8bb2263e8c46","_type":"video","caption":"The Hive's Blake Sergeant talks practice profit margins.","url":"https://youtu.be/bKY_YFJXGfA "}],"category":{"id":"-8bfd8f8f-040e-57e7-9f48-b0e506061e2c","title":"How to","slug":{"current":"how-to"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"how-to-decide-how-much-to-charge-your-patients"}}},{"node":{"title":"All about virtual assistants for healthcare (and how to spot a good one)","image":{"alt":"An illustration of a person with four arms and a headset 'juggling' office tasks","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/8b8d59a0c70b4fdb8e12dc88d0255f02773f4545-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/8b8d59a0c70b4fdb8e12dc88d0255f02773f4545-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/8b8d59a0c70b4fdb8e12dc88d0255f02773f4545-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/8b8d59a0c70b4fdb8e12dc88d0255f02773f4545-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/8b8d59a0c70b4fdb8e12dc88d0255f02773f4545-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/8b8d59a0c70b4fdb8e12dc88d0255f02773f4545-1536x1072.png?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/8b8d59a0c70b4fdb8e12dc88d0255f02773f4545-1536x1072.png?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/8b8d59a0c70b4fdb8e12dc88d0255f02773f4545-1536x1072.png?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#f7ba24","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/8b8d59a0c70b4fdb8e12dc88d0255f02773f4545-1536x1072.png","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":"Curious about virtual assistants and how they are used in healthcare? This post covers the basics to help you decide whether a virtual assistant could be right for your practice.","subTitle":"Virtual assistants  (AKA flexible, remote-based admin staff or “VAs” for short) are a popular stopgap for easing business growing pains.  This article covers the basics of using a VA service to help you decide whether it's the right choice for your practice.","_rawBody":[{"_key":"78bec0441562","_type":"block","children":[{"_key":"897d025d7f88","_type":"span","marks":[],"text":"It’s 12pm on a Tuesday. The waiting room in your practice has been full all day and so is your appointment calendar. Your phone chimes with new calls and emails constantly, and your patient notes from the day’s consults are steadily stacking up."}],"markDefs":[],"style":"normal"},{"_key":"563fb802b406","_type":"block","children":[{"_key":"8211b4616fc20","_type":"span","marks":[],"text":"On the one hand, it’s exciting! This is exactly what you have been aiming for since you decided to open your own practice. But there’s just one thing that’s suddenly in very short supply: Time. (Lunch would be nice, too)."}],"markDefs":[],"style":"normal"},{"_key":"3b374f417107","_type":"block","children":[{"_key":"b0ef42cee2920","_type":"span","marks":[],"text":"For many practitioners, this is the moment they decide it’s time to hire extra help. Maybe that extra help would be a receptionist, admin assistant, or another practitioner. In recent years, virtual assistants (VAs) have become a very popular choice for the potential flexibility and cost-savings they offer."}],"markDefs":[],"style":"normal"},{"_key":"c7d10d15d0be","_type":"block","children":[{"_key":"7c8f79d914440","_type":"span","marks":[],"text":"If you’re considering a VA for the first time, you may be facing some big unknowns. For example: With so many companies out there, how can you find a service that best matches what you need? Should you choose a VA service based outside your country or closer to home? How much should it cost? The legwork in hiring someone can be a little overwhelming—especially if you’re already short on time!"}],"markDefs":[],"style":"normal"},{"_key":"7594a7211fff","_type":"block","children":[{"_key":"b3e53039fbcf0","_type":"span","marks":[],"text":"We asked VA providers and practitioners to weigh in on the pros and cons of using a VA. Here’s what they said."}],"markDefs":[],"style":"normal"},{"_key":"2784f3fb727d","_type":"block","children":[{"_key":"7bf29d49f5260","_type":"span","marks":["strong"],"text":"What is a virtual assistant (VA) and what do they do?"}],"markDefs":[],"style":"h3"},{"_key":"8ebd5676eea7","_type":"block","children":[{"_key":"c575af6420a80","_type":"span","marks":[],"text":"When we say “virtual assistant”, we mean employees or contractors outside your business, most likely remote, to whom you can outsource some or all of your routine business responsibilities, including telephone answering, appointment booking, processing invoices, transcribing letters, running your waiting list, and more. VAs typically are able to do a little bit of everything, and some can even take on specialist tasks like responding to comments on your social media pages and updating your website."}],"markDefs":[],"style":"normal"},{"_key":"a587ba2ea502","_type":"block","children":[{"_key":"06d98d7583c90","_type":"span","marks":[],"text":"You can find virtual assistants who will work directly with you as freelancers, as well as virtual assistant services that are offered by a team in a larger company. Some VAs will take on multiple clients and work part-time for each, too."}],"markDefs":[],"style":"normal"},{"_key":"22f8ca51d271","_type":"block","children":[{"_key":"2618e38b1e7e0","_type":"span","marks":[],"text":"The term “virtual assistant” can sometimes also refer to AI like Siri, Cortana, or Google Assistant, or even automated replies to inbound messages. To keep things simple we’re leaving the robots out of this post!\n"}],"markDefs":[],"style":"normal"},{"_key":"67e54bd2edc1","_type":"block","children":[{"_key":"1b70b4f392470","_type":"span","marks":["strong"],"text":"Why use a VA service?"}],"markDefs":[],"style":"h3"},{"_key":"2bac8350f123","_type":"block","children":[{"_key":"62495f10e8b90","_type":"span","marks":[],"text":"A VA can do the tasks that take too much of your time or that you just don’t particularly want to do. They may also offer additional flexibility over hiring someone to work with you in your practice (AKA “in-house”) full or even part-time, in that there are services that allow you to pay for only what you need when you need it."}],"markDefs":[],"style":"normal"},{"_key":"6f37d253f24f","_type":"block","children":[{"_key":"fadee83362570","_type":"span","marks":[],"text":"The main upshot is that a VA can be more cost-effective than you attempting to do everything yourself. Anne Batty, owner of UK-based telephone answering service "},{"_key":"fadee83362571","_type":"span","marks":["109b9a8422a0"],"text":"Paperclip"},{"_key":"fadee83362572","_type":"span","marks":[],"text":", shared this anecdote from one of her clients:"}],"markDefs":[{"_key":"109b9a8422a0","_type":"link","href":"https://www.paperclip.co.uk/"}],"style":"normal"},{"_key":"4d370bdb12b0","_type":"block","children":[{"_key":"6c6feb63bae60","_type":"span","marks":[],"text":"“We take bookings for a practitioner and he told us that because we’ve taken that task off his plate, he now has time for two extra sessions a day. What he can earn from a couple of extra sessions outweighs the cost of hiring a virtual assistant.”"}],"markDefs":[],"style":"normal"},{"_key":"63013879485d","_type":"block","children":[{"_key":"356b35e046960","_type":"span","marks":[],"text":"Here’s what practitioners had to say about why they use a VA:"}],"markDefs":[],"style":"normal"},{"_key":"9fe39099e55e","_type":"block","children":[{"_key":"2b0d1bba26e80","_type":"span","marks":[],"text":"“We use a virtual receptionist who works purely as a message taker - a much higher conversion rate than using an answerphone. Much cheaper than employing a receptionist.” - "},{"_key":"2b0d1bba26e81","_type":"span","marks":["7e9d536e1c87"],"text":"Chiropractic+Massage Clinic"}],"markDefs":[{"_key":"7e9d536e1c87","_type":"link","href":"https://www.cmc.gg/"}],"style":"normal"},{"_key":"9bfc2318ebb2","_type":"block","children":[{"_key":"7b1b96ef7bea0","_type":"span","marks":[],"text":"“I have a virtual/remote receptionist who handles Cliniko and bookings. She's a great help and obviously cheaper than having an in-person receptionist. She's an integral part of the team and the clinic needs her.” - Samantha Bonnici, "},{"_key":"7b1b96ef7bea1","_type":"span","marks":["42469102e7bd"],"text":"PhysioCentral"}],"markDefs":[{"_key":"42469102e7bd","_type":"link","href":"http://physiocentral.com.mt/?"}],"style":"normal"},{"_key":"0a128e4eb786","_type":"block","children":[{"_key":"17602d80347d0","_type":"span","marks":[],"text":"“I use a virtual receptionist who works off a script and takes bookings, moves bookings, etc. She doesn't answer any health questions. I think she is amazing, and has helped my solo practice grow by always answering the phone.” - Sharon McVilly, "},{"_key":"7f9754bb2a051","_type":"span","marks":["03682160a054"],"text":"Peony & Tiger Acupuncture"}],"markDefs":[{"_key":"03682160a054","_type":"link","href":"https://peonytiger.com.au/"}],"style":"normal"},{"_key":"289d0f1418e1","_type":"block","children":[{"_key":"dc508500b3c10","_type":"span","marks":["strong"],"text":"What are the potential drawbacks of using a VA?"}],"markDefs":[],"style":"h3"},{"_key":"612834ff69d8","_type":"block","children":[{"_key":"6f00389568120","_type":"span","marks":[],"text":"Hiring a VA service isn’t necessarily a solution where you can throw money at a problem and solve it. Even though you may be looking to save time overall, you’ll want to do your research into finding not only the most cost-effective service but also the one that will deliver the most value to your business in terms of quality."}],"markDefs":[],"style":"normal"},{"_key":"28ec0a675ef2","_type":"block","children":[{"_key":"d2a287cd2bbe0","_type":"span","marks":[],"text":"When we asked "},{"_key":"d2a287cd2bbe1","_type":"span","marks":["1cedd32ea52d"],"text":"practitioners on social media"},{"_key":"d2a287cd2bbe2","_type":"span","marks":[],"text":" about their opinions on VAs, several mentioned the caveat that it’s important to put the time into finding a good one and being clear on what you are getting from the service. Price may be an important factor but so is communicating expectations and asking the right questions to make sure you'll getting what you're paying for:"}],"markDefs":[{"_key":"1cedd32ea52d","_type":"link","href":"https://www.instagram.com/p/CRVujsGoyU7/?utm_source=ig_web_copy_link"}],"style":"normal"},{"_key":"2d8485431736","_type":"block","children":[{"_key":"1e92472be4db0","_type":"span","marks":[],"text":"“I love them - if you can find a good one they are such a boon to your business!” - Jill Woods, "},{"_key":"1e92472be4db1","_type":"span","marks":["5566c4dd15ae"],"text":"Practice Momentum"}],"markDefs":[{"_key":"5566c4dd15ae","_type":"link","href":"https://www.practicemomentum.org/"}],"style":"normal"},{"_key":"3e6773a59e98","_type":"block","children":[{"_key":"9709330a4a890","_type":"span","marks":[],"text":"“I don’t think people realise that VAs are rarely a ‘jack of all trades’, and the magic happens when you engage a few who each niche right down and do their own ‘thing’ with brilliance.” - Tash Lunn, "},{"_key":"cf664bbb10f5","_type":"span","marks":["2782ce6fa362"],"text":"The Boobala"}],"markDefs":[{"_key":"2782ce6fa362","_type":"link","href":"https://www.theboobala.com.au/"}],"style":"normal"},{"_key":"f8aaa71735d9","_type":"block","children":[{"_key":"6aecf7d3e353","_type":"span","marks":["strong"],"text":"What is the best way to find a good VA for your business?"}],"markDefs":[],"style":"h3"},{"_key":"5d5aea50a14c","_type":"block","children":[{"_key":"d86e23825f2e0","_type":"span","marks":[],"text":"With so many different types of VA service on offer, the best way to start your search for a good VA service could be by assessing what you need and—maybe just as important—what you value in your business."}],"markDefs":[],"style":"normal"},{"_key":"ff1a4763f151","_type":"block","children":[{"_key":"e611c942254a0","_type":"span","marks":[],"text":"“The number one thing to look for in a support service is that they fit in with you, rather than the other way around,” says Anne. That means deciding what specific tasks you need help with and then finding a service that will be able to conform with how you already do those things: From how you answer the phone through to how notes are handled, depending on what tasks you plan to delegate."}],"markDefs":[],"style":"normal"},{"_key":"aebcd6f11ec3","_type":"block","children":[{"_key":"18e5e6e673e50","_type":"span","marks":[],"text":"“You want someone who you feel comfortable with and who you can trust. In order to build that trust, you can always start off small and just focus on one task, like just message-taking, and then ask them to do more. Also, don’t be afraid to ask your VA what their ethos and values are to see if they match your own.”"}],"markDefs":[],"style":"normal"},{"_key":"0577e834920f","_type":"block","children":[{"_key":"0ca0923dccbd0","_type":"span","marks":[],"text":"It can also help to think about what your patients need. For example, if you are looking for someone to answer your phone line, how much of a personal touch do your patients expect? Is it important that your patients always hear the same voices and build familiarity when they call your practice? Do they often have questions about the treatments you offer or do they mainly phone in to book an appointment?"}],"markDefs":[],"style":"normal"},{"_key":"c1855b4a81c1","_type":"block","children":[{"_key":"907ed5b6f8810","_type":"span","marks":[],"text":"The answers to these questions can guide you in finding a service that will not only reduce your workload but also help reinforce the experience you want your patients to have when interacting with your business."}],"markDefs":[],"style":"normal"},{"_key":"ab9fcd4a7bf5","_type":"block","children":[{"_key":"4cea2f4b63170","_type":"span","marks":["strong"],"text":"When should you choose a VA over someone in-house and vice versa?"}],"markDefs":[],"style":"h3"},{"_key":"3ec26c6654e3","_type":"block","children":[{"_key":"d8ce05ec70aa0","_type":"span","marks":[],"text":"There’s no one-size-fits-all answer to this question, but here are some things to consider:"}],"markDefs":[],"style":"normal"},{"_key":"b0c2e8a1f3ea","_type":"block","children":[{"_key":"458f69b01f4b0","_type":"span","marks":[],"text":"Is there enough regular work available for the role you are looking to hire? As in, is it cost-effective to bring someone in for a set number of hours per week or would ad hoc services make more sense for your business?"}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"b016b9707295","_type":"block","children":[{"_key":"7eccb93274410","_type":"span","marks":[],"text":"Do you need the most help with tasks during the normal workday or out of hours, during lunch, etc.?"}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"dfb906a35226","_type":"block","children":[{"_key":"7e88af5ebe070","_type":"span","marks":[],"text":"Do you have the time and resources to manage the HR duties that come with hiring an in-house employee?"}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"f4682b43589d","_type":"block","children":[{"_key":"d40ec264d7f90","_type":"span","marks":[],"text":"How much time do you have to train a new employee?"}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"f4858ad9d57e","_type":"block","children":[{"_key":"82f9a17b4f980","_type":"span","marks":[],"text":"Do you have physical space for an in-house colleague?"}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"b2ab3d2f4ec6","_type":"block","children":[{"_key":"23df0e3589c60","_type":"span","marks":[],"text":"A VA can offer the flexibility your business needs in the early days to sustain growth. Hiring in-house, however, may make more sense once your business begins to scale."}],"markDefs":[],"style":"normal"},{"_key":"f1eaf3542735","_type":"block","children":[{"_key":"5ea791c47e700","_type":"span","marks":["strong"],"text":"“"},{"_key":"5ea791c47e701","_type":"span","marks":[],"text":"Using a VA service can give you cover all of the time, whereas a receptionist or admin assistant that works in-house will need a lunch break and holidays”, says Anne. “But once you get to a certain size and have a consistently high volume of work, it can be more cost-effective to hire someone in-house.”"}],"markDefs":[],"style":"normal"},{"_key":"0881061da6ea","_type":"block","children":[{"_key":"9f222d5cb08a0","_type":"span","marks":[],"text":"There are also situations where it can be helpful to have both in house and virtual support, working together:"}],"markDefs":[],"style":"normal"},{"_key":"16fadffd94b4","_type":"block","children":[{"_key":"067961f215890","_type":"span","marks":[],"text":"“Our virtual assistant is an integral part of our team. At this stage, we use them to populate our clinic dashboards and for client nurturing but we have plans to increase the hours we use them so that our on-site team can focus on face to face tasks.” - Rebecca Healy"}],"markDefs":[],"style":"normal"},{"_key":"e7f44fa059c1","_type":"block","children":[{"_key":"e5626b70c80f0","_type":"span","marks":["strong"],"text":"How much should a VA service cost?"}],"markDefs":[],"style":"h3"},{"_key":"8f672c6f1cf0","_type":"block","children":[{"_key":"f7252883aef20","_type":"span","marks":[],"text":"Unsurprisingly, prices vary depending on what you need and the support you choose. For instance, when it comes to basic phone answering, some VAs charge per call while others charge per minute. And some VA services will charge a flat hourly fee for admin support.\n\n“An Australian VA could be $60 an hour, whereas a VA in Asia or Eastern Europe could be a fraction of that.” - Tash Lunn, "},{"_key":"0bfe972ed147","_type":"span","marks":["adc9c6eba613"],"text":"The Boobala"}],"markDefs":[{"_key":"adc9c6eba613","_type":"link","href":"https://www.theboobala.com.au/"}],"style":"normal"},{"_key":"96853d457560","_type":"block","children":[{"_key":"f339cdf2dbab0","_type":"span","marks":[],"text":"To help you decide what your business can afford, Anne recommends that you think about what it currently costs you to do the tasks a VA would be taking off your plate, or what you are currently paying a colleague to do those tasks: “If you’re a practitioner and personally responding to all emails, social media, and phone calls, would hiring some extra support to allow you more time to see patients instead? Do your consults earn more revenue per hour than a VA service would cost?”"}],"markDefs":[],"style":"normal"},{"_key":"0d0e8245d146","_type":"block","children":[{"_key":"86f370715af8","_type":"span","marks":[],"text":"There’s also the value of missing fewer appointment requests from new or returning patients, both in terms of more revenue and also a better customer service experience."}],"markDefs":[],"style":"normal"},{"_key":"17223494c645","_type":"block","children":[{"_key":"f31bac63071c0","_type":"span","marks":[],"text":"If costs still seem out of reach, there are also steps you can take to help keep the cost of a VA down. Anne from Paperclip says:"}],"markDefs":[],"style":"normal"},{"_key":"245dd9a9e316","_type":"block","children":[{"_key":"7ed8186107cc0","_type":"span","marks":[],"text":"“If you’re paying per call, make sure there is a cut-off point of a few seconds for dropped calls! That way, if you’re using your personal mobile for your business, let your friends and family know to hang up if the VA answers the phone when they call!"}],"markDefs":[],"style":"normal"},{"_key":"6ee2be6b3bc9","_type":"block","children":[{"_key":"3828fb29eb4e0","_type":"span","marks":[],"text":"“Ultimately, don’t be afraid to switch things up and ask for more from your VA service as you go. The more you can think of for your VA to do that will help fill up your diary, the better your experience and relationship with them will be.”"}],"markDefs":[],"style":"normal"},{"_key":"54d492ee369b","_type":"block","children":[{"_key":"2aac3952fcda0","_type":"span","marks":[],"text":""}],"markDefs":[],"style":"normal"}],"category":{"id":"-8bfd8f8f-040e-57e7-9f48-b0e506061e2c","title":"How to","slug":{"current":"how-to"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"all-about-virtual-assistants-for-healthcare-and-how-to-spot-a-good-one"}}}]},"educationalEvents":{"edges":[{"node":{"title":"Watch our recording of Cliniko & Coffee—November 2022","image":{"alt":"A screenshot of Rachel and Joel during Cliniko & Coffee","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/78b416e711a635b7cbe4ae661b7017533660cf0b-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/78b416e711a635b7cbe4ae661b7017533660cf0b-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/78b416e711a635b7cbe4ae661b7017533660cf0b-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/78b416e711a635b7cbe4ae661b7017533660cf0b-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/78b416e711a635b7cbe4ae661b7017533660cf0b-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/78b416e711a635b7cbe4ae661b7017533660cf0b-1536x1072.png?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/78b416e711a635b7cbe4ae661b7017533660cf0b-1536x1072.png?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/78b416e711a635b7cbe4ae661b7017533660cf0b-1536x1072.png?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#514130","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/78b416e711a635b7cbe4ae661b7017533660cf0b-1536x1072.png","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":"Catch the recording of our November 2022 Cliniko & Coffee session—live from our first team meet up in years!","subTitle":"This caffeinated event happened to take place during our most recent team meet up, and you might recognise some familiar (and new) faces! ","_rawBody":[{"_key":"6b54d323b804","_type":"block","children":[{"_key":"813ed923eae10","_type":"span","marks":[],"text":"This was a rather special edition of Cliniko & Coffee, because it took place during our first team meet up in "},{"_key":"813ed923eae11","_type":"span","marks":["em"],"text":"over three years"},{"_key":"813ed923eae12","_type":"span","marks":[],"text":"! 🤗 That was a long time for the Cliniko team to go without seeing one another, because despite working remotely all over the globe, we always tried to have at least one get-together each year. That ground to a halt in the early stages of the pandemic, but now that things have resumed some “new” level of normal, we were very fortunate to have most of the team fly out to Healesville (Australia) to work, spend time together, and meet each other in real life. (There were quite a few new hires "},{"_key":"813ed923eae13","_type":"span","marks":["em"],"text":"during"},{"_key":"813ed923eae14","_type":"span","marks":[],"text":" COVID, so despite having been part of the team for, in some cases, three years, some folks had never had the chance to meet in person!)."}],"markDefs":[],"style":"normal"},{"_key":"967089d6a1b8","_type":"block","children":[{"_key":"874b814603600","_type":"span","marks":[],"text":"Anyways! That’s the backstory behind this very special edition of Cliniko & Coffee. As per the norm, if you have any questions that weren’t covered, feel free to email our support team or "},{"_key":"874b814603601","_type":"span","marks":["7a273a54848c"],"text":"submit a feature request"},{"_key":"874b814603602","_type":"span","marks":[],"text":"! You can watch the full replay above, but we’ll cover some key highlights right here."}],"markDefs":[{"_key":"7a273a54848c","_type":"link","href":"https://www.cliniko.com/feature-requests/"}],"style":"normal"},{"_key":"9674d8688d7e","_type":"block","children":[{"_key":"c564af2b9ed70","_type":"span","marks":[],"text":"Cliniko highlights"}],"markDefs":[],"style":"h2"},{"_key":"39f632689314","_type":"block","children":[{"_key":"07f21f66d0640","_type":"span","marks":["strong"],"text":"Keep an eye out for a fresh new Community forum, designed specifically for allied health professionals!"}],"markDefs":[],"style":"normal"},{"_key":"f95a046199a1","_type":"block","children":[{"_key":"9d91985387a20","_type":"span","marks":[],"text":"The "},{"_key":"9d91985387a21","_type":"span","marks":["6a91b7f7dbed"],"text":"all new Cliniko Community will be launching on 1 December"},{"_key":"9d91985387a22","_type":"span","marks":[],"text":"! It will be a moderated forum (anyone can join, so long as they sign up) for those of you in the Allied Health space to gather and discuss important topics with one another, and gather with like-minded individuals! We’ll be announcing more about it on 1 December."}],"markDefs":[{"_key":"6a91b7f7dbed","_type":"link","href":"https://www.cliniko.com/blog/news/new-cliniko-community-announcement/"}],"style":"normal"},{"_key":"479f72d9fb56","_type":"block","children":[{"_key":"1b9642d70ec40","_type":"span","marks":["strong"],"text":"Can Cliniko integrate with Slack to notify reception when patients arrive?"}],"markDefs":[],"style":"normal"},{"_key":"f01c749d00ea","_type":"block","children":[{"_key":"2d6742c9d4290","_type":"span","marks":[],"text":"Not yet, but this is on our radar! We’ve already started putting some work in towards this, and while it’s a priority, we want to make sure that it’s completely ready to go (there are some other, related features that would go along with this that aren’t quite ready just yet). We don’t have an ETA just yet, but stay tuned!\n\n"},{"_key":"4858bac2e0f7","_type":"span","marks":["strong"],"text":"How close are you to having signatures on letters?"},{"_key":"6f8d0902d391","_type":"span","marks":[],"text":"\n\nSoon…"},{"_key":"52f4fb1d3a39","_type":"span","marks":["em"],"text":"very"},{"_key":"5b63e7dd6c38","_type":"span","marks":[],"text":" soon! Keep your eyes and ears peeled in the coming weeks!"}],"markDefs":[],"style":"normal"},{"_key":"9672e0843032","_type":"block","children":[{"_key":"bbff593f7ff40","_type":"span","marks":["strong"],"text":"Can you export individual reports to CSV/Excel files?"}],"markDefs":[],"style":"normal"},{"_key":"48280f27d947","_type":"block","children":[{"_key":"8494b035961c0","_type":"span","marks":[],"text":"No, but you can copy and paste the data from the report into a spreadsheet (simply by highlighting the data in the report, pressing copy, opening up the spreadsheet, and pressing paste!). This isn’t the most efficient way of doing it, but until we have a proper way in place (which we plan to, "},{"_key":"7be4c9e640f4","_type":"span","marks":["em"],"text":"one"},{"_key":"6faa680ad8f8","_type":"span","marks":[],"text":" day, just not sure when), copy/paste will be your best friend for this particular request! With this said, "},{"_key":"7babcb9d4bf5","_type":"span","marks":["7d9314b45192"],"text":"data exports"},{"_key":"15fe17185e48","_type":"span","marks":[],"text":" might also do what you’re trying to achieve!"}],"markDefs":[{"_key":"7d9314b45192","_type":"link","href":"https://help.cliniko.com/en/articles/1023831-export-your-data"}],"style":"normal"},{"_key":"458e3085ce44","_type":"block","children":[{"_key":"ef2ed986cb9f","_type":"span","marks":["strong"],"text":"Bonus round! Our resident video queen, Rachel, got to step in to answer some questions of her own! Specifically: what’s her favourite part of the video creation process, what’s her favourite coffee, and what’s her favourite Australian animal?"}],"markDefs":[],"style":"normal"},{"_key":"e0b2c6965b93","_type":"block","children":[{"_key":"3e534c6dd0000","_type":"span","marks":[],"text":"Rachel’s favourite part of the video process is the learning and discovery! 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She loves caramel macchiatos (a drink that can be found in the U.S.), and is a fan of adding sweet syrups (such as caramel and vanilla) to her coffee. 😋 Her favourite Australian animal is the wombat!"}],"markDefs":[],"style":"normal"},{"_key":"b55ceece32ab","_type":"block","children":[{"_key":"13f15f2c90f10","_type":"span","marks":[],"text":"Thanks to everyone who stopped by! 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(Okay, just kidding… Joel isn’t exactly a fan of early mornings. But he "},{"_key":"e97c1f4dfcf5","_type":"span","marks":["em"],"text":"is"},{"_key":"2dec92b32d7c","_type":"span","marks":[],"text":" a fan of coffee, and of course he’s a fan of Cliniko, so it was mostly a win-win, right?)"}],"markDefs":[],"style":"normal"},{"_key":"52793b849e16","_type":"block","children":[{"_key":"59b45ff8239e0","_type":"span","marks":[],"text":"If you had a question that wasn’t covered, feel free to "},{"_key":"59b45ff8239e1","_type":"span","marks":["1153e819d4d2"],"text":"email our support team"},{"_key":"59b45ff8239e2","_type":"span","marks":[],"text":" or "},{"_key":"42da90495c69","_type":"span","marks":["c4fbfc1e7f3e"],"text":"submit a feature request"},{"_key":"def94e846d39","_type":"span","marks":[],"text":"! You can watch the full replay above, but we’ll cover some key highlights right here. "}],"markDefs":[{"_key":"1153e819d4d2","_type":"link","href":"mailto:info@cliniko.com"},{"_key":"c4fbfc1e7f3e","_type":"link","href":"https://www.cliniko.com/feature-requests/"}],"style":"normal"},{"_key":"a4e863047597","_type":"block","children":[{"_key":"556a9b357df60","_type":"span","marks":[],"text":"Cliniko highlights"}],"markDefs":[],"style":"h2"},{"_key":"52e5293ed013","_type":"block","children":[{"_key":"76144a83c2af0","_type":"span","marks":[],"text":"Custom patient fields—what are they?"}],"markDefs":[],"style":"h3"},{"_key":"bcbd8ed03cfb","_type":"block","children":[{"_key":"d10d95cbba590","_type":"span","marks":[],"text":"This event happened to coincide pretty closely with the release of a new feature, "},{"_key":"d10d95cbba591","_type":"span","marks":["500668be8526"],"text":"custom patient fields"},{"_key":"d10d95cbba592","_type":"span","marks":[],"text":". There were quite a few questions about this, so Joel offered a live demo to share how it works!"}],"markDefs":[{"_key":"500668be8526","_type":"link","href":"https://help.cliniko.com/en/articles/6399827-adding-custom-patient-fields"}],"style":"normal"},{"_key":"3d9cbedcdbd7","_type":"block","children":[{"_key":"968e8cfc44c80","_type":"span","marks":[],"text":"Does Cliniko offer spell check?"}],"markDefs":[],"style":"h3"},{"_key":"b67d2bf1a249","_type":"block","children":[{"_key":"a8bd1ea671fb0","_type":"span","marks":[],"text":"No, not within Cliniko "},{"_key":"a8bd1ea671fb1","_type":"span","marks":["em"],"text":"itself"},{"_key":"a8bd1ea671fb2","_type":"span","marks":[],"text":"—but your browser can do this! Most browsers will have a setting where you can enable spell check, so when you’re typing anything in the browser—treatment notes, for example—your text will automatically be checked for correct spelling! There are also a number of third-party apps that can do this, but Joel has some concerns about how those handle personal and private data. If you "},{"_key":"a8bd1ea671fb3","_type":"span","marks":["em"],"text":"must"},{"_key":"a8bd1ea671fb4","_type":"span","marks":[],"text":" use spell check, he recommends simply using your browser’s inbuilt spell check feature over anything else."}],"markDefs":[],"style":"normal"},{"_key":"b4c07ac9bde6","_type":"notice","content":[{"_key":"d277711ed6b1","_type":"block","children":[{"_key":"19c14b3900a9","_type":"span","marks":[],"text":"Pro tip: if you’re using Grammarly, "},{"_key":"762f8354cc36","_type":"span","marks":["em"],"text":"please"},{"_key":"b61d3445c7c0","_type":"span","marks":[],"text":" (please, please) check their privacy policies before signing up! This goes for any third party spell check app you might be using."}],"markDefs":[],"style":"normal"}]},{"_key":"55d8720342ab","_type":"block","children":[{"_key":"98d79be342cf0","_type":"span","marks":[],"text":"What new features are coming?"}],"markDefs":[],"style":"h3"},{"_key":"d8686c70a501","_type":"block","children":[{"_key":"6d9899dc00320","_type":"span","marks":[],"text":"Ah, the golden question!"}],"markDefs":[],"style":"normal"},{"_key":"c2606b72d8c6","_type":"block","children":[{"_key":"103db58fe9e30","_type":"span","marks":[],"text":"One thing we’re working on is sending invoices with payment information through Cliniko—this will make it even easier for patients to pay immediately when they receive an invoice."}],"markDefs":[],"style":"normal"},{"_key":"46ec09ed3a03","_type":"block","children":[{"_key":"14fed45c148d0","_type":"span","marks":[],"text":"We’re also pushing forward signatures on letters—there’s no ETA, but rest assured, this particular thing is a much sought-after feature and we know it’s necessary to get out there in the real world. Stay tuned!"}],"markDefs":[],"style":"normal"},{"_key":"c8032882264e","_type":"block","children":[{"_key":"801c9d3358550","_type":"span","marks":[],"text":"Can you search for failed communications?"}],"markDefs":[],"style":"h3"},{"_key":"2df68cd5b2e2","_type":"block","children":[{"_key":"a2c633edd1140","_type":"span","marks":[],"text":"Joel, the little sneaky-sneak that he is, "},{"_key":"a2c633edd1141","_type":"span","marks":["em"],"text":"can indeed"},{"_key":"a2c633edd1142","_type":"span","marks":[],"text":" search for failed communications! This was apparently a hidden gem of a Cliniko feature in which you literally just type “Failed” in the "},{"_key":"a2c633edd1143","_type":"span","marks":["743ddf2e2c5a"],"text":"communications log"},{"_key":"a2c633edd1144","_type":"span","marks":[],"text":", and "},{"_key":"a2c633edd1145","_type":"span","marks":["em"],"text":"all"},{"_key":"a2c633edd1146","_type":"span","marks":[],"text":" of your failed communications are brought up. Who knew?! (Joel did, apparently. 🤔 What else might he be keeping from us?)"}],"markDefs":[{"_key":"743ddf2e2c5a","_type":"link","href":"https://help.cliniko.com/en/articles/1023851-using-the-communications-log"}],"style":"normal"},{"_key":"dd998fd6e5c5","_type":"block","children":[{"_key":"8d22f124a9d70","_type":"span","marks":[],"text":"When will the next Cliniko & Coffee be?"}],"markDefs":[],"style":"h3"},{"_key":"88dc9636f2b5","_type":"block","children":[{"_key":"97a8afdc9bd20","_type":"span","marks":[],"text":"This we can definitely answer—it will be in November! Many members of the Cliniko team are trekking down to Australia so we can have our first meetup in three years! 🥹 We’ll plan on doing another live Cliniko & Coffee Q&A with as many team members as possible, so you’ll get to meet some new faces (and probably hear some minor arguments about which type of coffee is best. Things could get entertaining, that’s all we’ll say)."}],"markDefs":[],"style":"normal"},{"_key":"b05a59401636","_type":"block","children":[{"_key":"c0f08f9b0ee70","_type":"span","marks":[],"text":"Thanks to everyone who stopped by—it’s always good to test Joel in the wee hours of the morning. We appreciate you participating in today’s event, and we’ll look forward to seeing you again in November!\n"}],"markDefs":[],"style":"normal"}],"category":{"id":"-406dd2ac-ac18-501b-80ee-b5fe159014cc","title":"Educational events","slug":{"current":"educational-events"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"watch-our-recording-of-cliniko-and-coffee-july-2022"}}},{"node":{"title":"Watch our recording of Cliniko & Coffee 2022","image":{"alt":"Joel standing in his kitchen holding a cup of coffee, surrounded by coffee-making tools","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/dcb1293ea914cc8cefb94f47cf254fdbad4d626a-1536x1072.jpg?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/dcb1293ea914cc8cefb94f47cf254fdbad4d626a-1536x1072.jpg?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/dcb1293ea914cc8cefb94f47cf254fdbad4d626a-1536x1072.jpg?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/dcb1293ea914cc8cefb94f47cf254fdbad4d626a-1536x1072.jpg?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/dcb1293ea914cc8cefb94f47cf254fdbad4d626a-1536x1072.jpg?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/dcb1293ea914cc8cefb94f47cf254fdbad4d626a-1536x1072.jpg?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/dcb1293ea914cc8cefb94f47cf254fdbad4d626a-1536x1072.jpg?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/dcb1293ea914cc8cefb94f47cf254fdbad4d626a-1536x1072.jpg?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#ee617a","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/dcb1293ea914cc8cefb94f47cf254fdbad4d626a-1536x1072.jpg","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":"Curious about what the Cliniko team are working on in 2022? Wondering about new releases? Looking to up your coffee game? Our latest edition of Cliniko & Coffee covers all this and more! Catch the replay here.","subTitle":"This Cliniko & Coffee was an early start for Joel, who answered your questions live on air and had a few surprise announcements in store.","_rawBody":[{"_key":"76cc81ed9b36","_type":"block","children":[{"_key":"b9efb1ecc34d","_type":"span","marks":[],"text":"The questions came in fast and furious for our latest Cliniko & Coffee session! We received more than 100 questions ahead of the session plus many more during the livestream. Our founder Joel brewed his favourite coffee (filter coffee done with a pour-over of course!) and got down to answering as many of them as possible."}],"markDefs":[],"style":"normal"},{"_key":"591a1e4d13d2","_type":"block","children":[{"_key":"c0cb02842e2d0","_type":"span","marks":[],"text":"If you have a question that wasn’t covered, please reach out to our support team – either within Cliniko itself or by "},{"_key":"c0cb02842e2d1","_type":"span","marks":["c62b6bf30717"],"text":"sending an email"},{"_key":"c0cb02842e2d2","_type":"span","marks":[],"text":". You can also use our new "},{"_key":"c0cb02842e2d3","_type":"span","marks":["3b922a1b3912"],"text":"features request form"},{"_key":"c0cb02842e2d4","_type":"span","marks":[],"text":" to let us know about any changes to Cliniko you’d really like to see."}],"markDefs":[{"_key":"c62b6bf30717","_type":"link","href":"mailto:support@cliniko.com"},{"_key":"3b922a1b3912","_type":"link","href":"https://forms.gle/w6o5Z6PN6hrJtGxY6"}],"style":"normal"},{"_key":"594633562d6c","_type":"block","children":[{"_key":"57a2c81a6e7a0","_type":"span","marks":[],"text":"You can watch the full replay to hear everything Joel said in detail, but here are some highlights."}],"markDefs":[],"style":"normal"},{"_key":"c4f72d4b1fe3","_type":"block","children":[{"_key":"3e801df2c5f20","_type":"span","marks":["strong"],"text":"Cliniko highlights"}],"markDefs":[],"style":"h2"},{"_key":"a1b5d96eb589","_type":"block","children":[{"_key":"d69403c716870","_type":"span","marks":["strong"],"text":"Are there any updates coming soon to letters in Cliniko – for example, being able to add a signature?  "}],"markDefs":[],"style":"h4"},{"_key":"293193a4498e","_type":"block","children":[{"_key":"d69403c716871","_type":"span","marks":[],"text":"Many of you have been asking for improvements to Cliniko’s letter function, such as being able to include images or use different kinds of formatting. All of this is on our list and something we’re treating as a priority! We also know that being able to add your signature is particularly important – the development team is currently in the process of adding this for invoices, but being able to use a signature in letters should come quite soon afterwards. At the same time, we’re also working on improving the editing function, which will apply to letters and emails, but requires a bit of behind the scenes effort to make it happen. So the short answer is yes, you’ll see some improvements in letters soon and we’re hoping to tackle treatment notes after that!"}],"markDefs":[],"style":"normal"},{"_key":"6f46d0096e8c","_type":"block","children":[{"_key":"0070e6a028380","_type":"span","marks":["strong"],"text":"Is there an easier way to send out an appointment cancellation message"},{"_key":"0070e6a028381","_type":"span","marks":[],"text":"?"}],"markDefs":[],"style":"h4"},{"_key":"5cd1b980cc3e","_type":"block","children":[{"_key":"9efdfa996f730","_type":"span","marks":[],"text":"Yes! This is a very recent change we’ve made to Cliniko which should be available in the next few days. This feature means that you’ll be able to automatically notify patients when an appointment is cancelled. It also has a customisable template you’ll be able to change to suit your practice."}],"markDefs":[],"style":"normal"},{"_key":"c3010c5e57ea","_type":"block","children":[{"_key":"d5670c7a95bd0","_type":"span","marks":["strong"],"text":"Will Cliniko provide a way to process Department of Veterans’ Affairs (DVA) claims?"}],"markDefs":[],"style":"h4"},{"_key":"387a52439ba1","_type":"block","children":[{"_key":"386b0ba9a6bb0","_type":"span","marks":[],"text":"This is specifically for Australian customers and, yes, we’re super excited that this new feature is now live! If you’re in Australia and using the Medipass integration, you can now process DVA claims. 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In this inspiring live chat, Jeff explains how Sea Shepherd uses our donations and much more. Watch the replay here!","subTitle":"There’s not much more important to our collective wellbeing than the health of the oceans. Jeff and Joel sat down to talk about the work Sea Shepherd is doing to protect marine life and the environment–and how your Cliniko subscription is making a difference! Here's the replay and what they covered.","_rawBody":[{"_key":"289d7f7d46bb","_type":"block","children":[{"_key":"272f78de2b83","_type":"span","marks":[],"text":"From the start, we’ve had a commitment to donate a minimum of 2% of the subscription payments we receive to "},{"_key":"775ea7c6c64c","_type":"span","marks":["a431e6d56c65"],"text":"charity"},{"_key":"a8e83a3048c2","_type":"span","marks":[],"text":" every month. 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Yet, it has challenged and won against Big Oil, national governments, poachers, pirates, and more, to conserve the oceans for future generations of humans and wildlife alike."}],"markDefs":[],"style":"normal"},{"_key":"eae5e2b74df0","_type":"block","children":[{"_key":"c9bccee23f9b0","_type":"span","marks":[],"text":"Jeff Hansen, Managing Director of Sea Shepherd Australia, kindly offered to talk to us about pretty much anything we wanted to know, including how our donations have been used so far. Of course, we jumped at the chance for a live Q&A!"}],"markDefs":[],"style":"normal"},{"_key":"6481f2d00827","_type":"block","children":[{"_key":"7cfc1c02c4fb0","_type":"span","marks":[],"text":"Jeff's story is inspiring and humbling. During the chat, he explained how he got into his current line of work from a background in engineering, Sea Shepherd’s current priorities, and shared his advice on what we as individuals can do to help make a difference for our planet."}],"markDefs":[],"style":"normal"},{"_key":"6686057bdd1c","_type":"block","children":[{"_key":"8afd510d28010","_type":"span","marks":[],"text":"The chat covers Jeff’s take on some of the biggest environmental challenges we face today. If you could use a dose of hope, it’s well worth a listen."}],"markDefs":[],"style":"normal"},{"_key":"6e6481d2921b","_type":"block","children":[{"_key":"8d8d8960e89d0","_type":"span","marks":[],"text":"Facts we learned from Jeff:"}],"markDefs":[],"style":"h2"},{"_key":"51b830082ba9","_type":"block","children":[{"_key":"7d86e158129a0","_type":"span","marks":[],"text":"Though we often hear about the rainforest’s role in creating oxygen in our atmosphere, up to two-thirds of the oxygen on Earth is produced in the ocean by phytoplankton."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"20fb6ba9b9be","_type":"block","children":[{"_key":"93a6983dea210","_type":"span","marks":[],"text":"Up to 40% of fish and marine fauna “catch” comes from illegal fishing."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"8e9235764220","_type":"block","children":[{"_key":"b0fb47b189cd0","_type":"span","marks":[],"text":"Illegal fishing is associated with slavery, with reports of people held against their will at sea for up to five years."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"5474d0f376ec","_type":"block","children":[{"_key":"f87f199b84920","_type":"span","marks":[],"text":"Since Sea Shepherd was founded in 1977 by Greenpeace co-founder Paul Watson, no injuries have been caused to others or suffered by Sea Shepherd’s crew on their sea missions despite the dangers of their work."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"af7339d126da","_type":"block","children":[{"_key":"65e8dc0cdef80","_type":"span","marks":[],"text":"Often, Sea Shepherd crew have nothing but their camera footage to help them fight back against human abuse and excess, and they still win huge gains for ocean conservation."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"7b888859e588","_type":"block","children":[{"_key":"b39087d1d8fc0","_type":"span","marks":[],"text":"What kind of work does Sea Shepherd do?"}],"markDefs":[],"style":"h2"},{"_key":"2318fd71e4a0","_type":"block","children":[{"_key":"7938e0e408310","_type":"span","marks":[],"text":"Sea Shepherd is arguably most famous for confrontations with whaling ships, and Jeff told us about one of his earliest missions as a volunteer, which helped save 500 minke whales from Japanese poachers through direct action."}],"markDefs":[],"style":"normal"},{"_key":"0c46d6949422","_type":"block","children":[{"_key":"c7f4e145ec440","_type":"span","marks":[],"text":"To this day, Sea Shepherd will intervene against illegal poaching activity. But Jeff explained that while individual interventions may get attention from the media, the organisation is fully committed to its longer-term goals and getting tangible results."}],"markDefs":[],"style":"normal"},{"_key":"fb496d026e6b","_type":"block","children":[{"_key":"afb6eea6aa400","_type":"span","marks":[],"text":"Sea Shepherd's main areas of focus now are tackling illegal fishing, fighting climate change, protecting endangered species, and reducing plastic pollution through hands-on projects, such as documenting environmental damage, cleaning up polluted sites, and partnering with governments for legislative change."}],"markDefs":[],"style":"normal"},{"_key":"dc1e35eafff4","_type":"block","children":[{"_key":"eea6a03439fe0","_type":"span","marks":[],"text":"All of Sea Shepherd’s projects aim to address at least one of those focus areas."}],"markDefs":[],"style":"normal"},{"_key":"04f3c96e0f32","_type":"block","children":[{"_key":"557231dc8a380","_type":"span","marks":[],"text":"What projects have Cliniko’s donations supported?"}],"markDefs":[],"style":"h2"},{"_key":"c328eaa585fa","_type":"block","children":[{"_key":"3ce37718a5180","_type":"span","marks":["strong"],"text":"We’re proud to have donated AUD 75k to Sea Shepherd so far"},{"_key":"3ce37718a5181","_type":"span","marks":[],"text":" and have no intention of stopping there! Our funds directly contributed to a recent expedition on the "},{"_key":"3ce37718a5182","_type":"span","marks":["em"],"text":"M/Y Steve Irwin "},{"_key":"3ce37718a5183","_type":"span","marks":[],"text":"to the Great Australian Bight"},{"_key":"3ce37718a5184","_type":"span","marks":["em"],"text":", "},{"_key":"3ce37718a5185","_type":"span","marks":[],"text":"as part of an ongoing project to show the region’s beauty and raise global awareness of its importance to the ecological health of South Australia’s coast."}],"markDefs":[],"style":"normal"},{"_key":"68546082a861","_type":"block","children":[{"_key":"7bd958f8d4940","_type":"span","marks":[],"text":"Major global oil and gas companies, like BP, have repeatedly shown an interest in exploiting resources in the area, and Sea Shepherd Australia has worked continuously since 2016 to stop them."}],"markDefs":[],"style":"normal"},{"_key":"9bd8a7e8f2a3","_type":"block","children":[{"_key":"fc959a556f710","_type":"span","marks":[],"text":"The Great Australian Bight is home to many endangered and rare species, some of which do not exist anywhere else on Earth. An accidental oil spill caused by drilling would be devastating for the region."}],"markDefs":[],"style":"normal"},{"_key":"118ed8ce75f8","_type":"block","children":[{"_key":"291501975fef0","_type":"span","marks":[],"text":"Jeff pointed out that he doesn’t just see the ongoing protection of the Bight as Sea Shepherd’s victory. In his eyes, it belongs to everyone who contributes–including you, through your subscription fees!"}],"markDefs":[],"style":"normal"},{"_key":"7918fa9d1f38","_type":"block","children":[{"_key":"24df6bf496f40","_type":"span","marks":[],"text":"(See the answer to this question in full at "},{"_key":"24df6bf496f41","_type":"span","marks":["96bc89b0d256"],"text":"41:18"},{"_key":"24df6bf496f42","_type":"span","marks":[],"text":" in the recording)"}],"markDefs":[{"_key":"96bc89b0d256","_type":"link","href":"https://youtu.be/8JrF8H99T2w?t=2472"}],"style":"normal"},{"_key":"7f5fad201a90","_type":"block","children":[{"_key":"7478ded8505b0","_type":"span","marks":[],"text":"What’s the best way to make a difference to the oceans and planet?"}],"markDefs":[],"style":"h2"},{"_key":"a535177623f7","_type":"block","children":[{"_key":"e8d86c834e6f0","_type":"span","marks":[],"text":"Jeff explained that there is a lot we can do as consumers and volunteers to make a difference in the world around us. He suggested supporting local businesses, adopting a plant-based diet, and getting involved with a local charity or group...or even starting your own."}],"markDefs":[],"style":"normal"},{"_key":"0cc20ce09344","_type":"block","children":[{"_key":"5e2113562be20","_type":"span","marks":[],"text":"A lot of work remains to be done, and it can be empowering to find your own authentic path by doing what you care about, through a few hours of regular volunteering or donating to a cause that matters to you."}],"markDefs":[],"style":"normal"},{"_key":"c4cc25722362","_type":"block","children":[{"_key":"46a55e3a360c0","_type":"span","marks":[],"text":"There’s a seemingly constant stream of negative news about climate change and the state of the world. The best way to alleviate related anxiety is to get involved yourself by taking the steps above and finding your passion. You’ll get back 10x what you give."}],"markDefs":[],"style":"normal"},{"_key":"8fa2f24e73ad","_type":"block","children":[{"_key":"55e63952bc7d0","_type":"span","marks":[],"text":"Learn more about Sea Shepherd"}],"markDefs":[],"style":"h2"},{"_key":"89cc668836d3","_type":"block","children":[{"_key":"8ee9fc387b0e0","_type":"span","marks":["96b6d72cc914"],"text":"Sea Shepherd Australia’s homepage"}],"level":1,"listItem":"bullet","markDefs":[{"_key":"96b6d72cc914","_type":"link","href":"https://www.seashepherd.org.au/"}],"style":"normal"},{"_key":"668cf102e353","_type":"block","children":[{"_key":"b022dbe6b2230","_type":"span","marks":["26347de300b1"],"text":"Operation Jeedara"},{"_key":"b022dbe6b2231","_type":"span","marks":[],"text":", more info about Sea Shepherd’s project in The Great Australian Bight"}],"level":1,"listItem":"bullet","markDefs":[{"_key":"26347de300b1","_type":"link","href":"https://www.seashepherd.org.au/our-campaigns/operation-jeedara-2016-2018/"}],"style":"normal"},{"_key":"f2455d45e7b5","_type":"block","children":[{"_key":"7664b6bf680a0","_type":"span","marks":["7b5f68cb2824","em"],"text":"Distant Waters"},{"_key":"7664b6bf680a1","_type":"span","marks":[],"text":" (film), Sea Shepherd’s expose on illegal fishing off the Galapagos Marine Reserve "}],"level":1,"listItem":"bullet","markDefs":[{"_key":"7b5f68cb2824","_type":"link","href":"https://www.youtube.com/watch?v=jikGuwKf_Yc"},{"_key":"26347de300b1","_type":"link","href":"https://www.seashepherd.org.au/our-campaigns/operation-jeedara-2016-2018/"}],"style":"normal"}],"category":{"id":"-406dd2ac-ac18-501b-80ee-b5fe159014cc","title":"Educational events","slug":{"current":"educational-events"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"our-chat-with-jeff-hansen-director-of-sea-shepherd-australia"}}},{"node":{"title":"Watch our recording of Cliniko & Coffee 2021","image":{"alt":"Cliniko founder Joel Friedlaender as he gets ready for Cliniko & Coffee 2021","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/07e5376b6a400c358fcd509c4074130bae7cd1ef-1774x998.png?rect=222,0,1331,998&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/07e5376b6a400c358fcd509c4074130bae7cd1ef-1774x998.png?rect=222,0,1331,998&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/07e5376b6a400c358fcd509c4074130bae7cd1ef-1774x998.png?rect=223,0,1329,998&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/07e5376b6a400c358fcd509c4074130bae7cd1ef-1774x998.png?rect=222,0,1331,998&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/07e5376b6a400c358fcd509c4074130bae7cd1ef-1774x998.png?rect=222,0,1331,998&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/07e5376b6a400c358fcd509c4074130bae7cd1ef-1774x998.png?rect=222,0,1331,998&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/07e5376b6a400c358fcd509c4074130bae7cd1ef-1774x998.png?rect=222,0,1330,998&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/07e5376b6a400c358fcd509c4074130bae7cd1ef-1774x998.png?rect=222,0,1331,998&w=1600&h=1200&auto=format 1600w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/07e5376b6a400c358fcd509c4074130bae7cd1ef-1774x998.png?rect=222,0,1330,998&w=1774&h=1331&auto=format 1774w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#d7c9b2","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/07e5376b6a400c358fcd509c4074130bae7cd1ef-1774x998.png","metadata":{"dimensions":{"height":998,"width":1774}}}},"description":"Curious to know what the Cliniko team are currently working on? Interested in learning how Joel makes his lattes? Our recording of Cliniko & Coffee 2021 features questions from clinicians around the world and a fresh update on what's coming up next for Cliniko.","subTitle":"We figured it was about time for another episode of Cliniko & Coffee! Cliniko founder Joel was up bright and early to prepare his morning brew and answer live questions about Cliniko.","_rawBody":[{"_key":"abb132c10f2d","_type":"block","children":[{"_key":"abb132c10f2d0","_type":"span","marks":[],"text":"Three months into 2021, it was time for another Cliniko & Coffee session! Our founder Joel made himself a strong latte (complete with fancy milk foam art) with some "},{"_key":"abb132c10f2d1","_type":"span","marks":["e2dbb9bbe782"],"text":"Proud Mary"},{"_key":"abb132c10f2d2","_type":"span","marks":[],"text":" beans before getting into all the questions about Cliniko (and coffee)!"}],"markDefs":[{"_key":"e2dbb9bbe782","_type":"link","href":"https://www.proudmarycoffee.com.au/"}],"style":"normal"},{"_key":"abcc280d3573","_type":"block","children":[{"_key":"abcc280d35730","_type":"span","marks":[],"text":"Watch the replay to learn about some upcoming changes that are in the works, as well as learn about existing features."}],"markDefs":[],"style":"normal"},{"_key":"85c58c1b4aa6","_type":"block","children":[{"_key":"85c58c1b4aa60","_type":"span","marks":[],"text":"Cliniko highlights"}],"markDefs":[],"style":"h2"},{"_key":"9d483e983ebb","_type":"block","children":[{"_key":"9d483e983ebb0","_type":"span","marks":[],"text":"How soon can I take in-person payments?"}],"markDefs":[],"style":"h3"},{"_key":"933e6b36d690","_type":"block","children":[{"_key":"933e6b36d6900","_type":"span","marks":[],"text":"This is currently something that we're actively working on. You can already take "},{"_key":"933e6b36d6901","_type":"span","marks":["40a959f115ce"],"text":"online payments"},{"_key":"933e6b36d6902","_type":"span","marks":[],"text":" (where patients pay upfront, at the time of the booking), and Joel is hopeful that Cliniko will have support for in-person payments (where you can take payment when they've come in for their appointment) within a few months. This "},{"_key":"933e6b36d6903","_type":"span","marks":["em"],"text":"isn't"},{"_key":"933e6b36d6904","_type":"span","marks":[],"text":" a guaranteed set timeframe, but this feature is actively being worked on, which means it's "},{"_key":"933e6b36d6905","_type":"span","marks":["em"],"text":"going"},{"_key":"933e6b36d6906","_type":"span","marks":[],"text":" to be available!"}],"markDefs":[{"_key":"40a959f115ce","_type":"link","href":"https://www.cliniko.com/features/transactions/online-payments/"}],"style":"normal"},{"_key":"3b8698f9452a","_type":"block","children":[{"_key":"3b8698f9452a0","_type":"span","marks":[],"text":"Will Cliniko ever integrate with Slack?"}],"markDefs":[],"style":"h3"},{"_key":"3a474204ba65","_type":"block","children":[{"_key":"3a474204ba650","_type":"span","marks":[],"text":"This is something we've started work on, but we don't have an ETA on when it would be available. It's part of a larger \"notification\" feature that we have planned, which will allow you to be notified about specific events that are occurring in your account, such as when someone has sent you a message, a patient has arrived, etc. The work for this is underway, but Joel doesn't quite know when it will be released. We'll certainly let everyone know, though!"}],"markDefs":[],"style":"normal"},{"_key":"e6b3f05edd3b","_type":"block","children":[{"_key":"e6b3f05edd3b0","_type":"span","marks":[],"text":"Can notes be dictated into Cliniko?"}],"markDefs":[],"style":"h3"},{"_key":"71517f45d990","_type":"block","children":[{"_key":"71517f45d9900","_type":"span","marks":[],"text":"Yes! This isn't a feature of Cliniko itself, but is something you can do from your device if you turn the \"voice to text\" setting on! "},{"_key":"71517f45d9901","_type":"span","marks":["2b1bb20820ca"],"text":"Rachel covers how it works over on the Cliniko YouTube channel"},{"_key":"71517f45d9902","_type":"span","marks":[],"text":"."}],"markDefs":[{"_key":"2b1bb20820ca","_type":"link","href":"https://www.youtube.com/watch?t=53&v=iS9RdciPeqg&feature=youtu.be"}],"style":"normal"},{"_key":"49d19fce0c8f","_type":"block","children":[{"_key":"49d19fce0c8f0","_type":"span","marks":[],"text":"Coffee tip"}],"markDefs":[],"style":"h2"},{"_key":"8fef1ac766e0","_type":"block","children":[{"_key":"8fef1ac766e00","_type":"span","marks":[],"text":"When making pour-over coffee, pour a small amount of water over the grounds in the filter first, to create a \"bloom\" (bubbles on top). This helps to release gasses in the coffee, which will improve the flavour! "}],"markDefs":[],"style":"normal"}],"category":{"id":"-406dd2ac-ac18-501b-80ee-b5fe159014cc","title":"Educational events","slug":{"current":"educational-events"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"watch-our-recording-of-cliniko-and-coffee-2021"}}},{"node":{"title":"Adapting your business with Telehealth","image":{"alt":"Karen Finnin standing next to a medical model of a human skeleton","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/954ec5d1ba34c3a7f04244192ed1f8be98170984-1152x768.jpg?rect=64,0,1024,768&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/954ec5d1ba34c3a7f04244192ed1f8be98170984-1152x768.jpg?rect=64,0,1024,768&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/954ec5d1ba34c3a7f04244192ed1f8be98170984-1152x768.jpg?rect=65,0,1023,768&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/954ec5d1ba34c3a7f04244192ed1f8be98170984-1152x768.jpg?rect=64,0,1024,768&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/954ec5d1ba34c3a7f04244192ed1f8be98170984-1152x768.jpg?rect=64,0,1024,768&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/954ec5d1ba34c3a7f04244192ed1f8be98170984-1152x768.jpg?rect=64,0,1024,768&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/954ec5d1ba34c3a7f04244192ed1f8be98170984-1152x768.jpg?rect=64,0,1024,768&w=1152&h=864&auto=format 1152w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#c3b7af","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/954ec5d1ba34c3a7f04244192ed1f8be98170984-1152x768.jpg","metadata":{"dimensions":{"height":768,"width":1152}}}},"description":"Karen Finnin, from Online Physio, talks with Cliniko's founder, Joel Friedlaender, about how you can adapt your business to the uncertainty of COVID-19 events.","subTitle":"Cliniko founder, Joel Friedlaender, and Online Physio's Karen Finnin talk about adjusting your healthcare business during the uncertainty of COVID-19 events.","_rawBody":[{"_key":"3cb571d531fc","_type":"block","children":[{"_key":"3cb571d531fc0","_type":"span","marks":[],"text":"Right now, telehealth is more important than ever. You can "},{"_key":"3cb571d531fc1","_type":"span","marks":["97d63515601f"],"text":"set up telehealth in your own Cliniko account"},{"_key":"3cb571d531fc2","_type":"span","marks":[],"text":" to have video calls with your patients, and to help get started, we sat down with "},{"_key":"3cb571d531fc3","_type":"span","marks":["69a413dd2a58"],"text":"Karen Finnin"},{"_key":"3cb571d531fc4","_type":"span","marks":[],"text":", physiotherapist and owner of "},{"_key":"3cb571d531fc5","_type":"span","marks":["4cf07786737c"],"text":"Online Physio"},{"_key":"3cb571d531fc6","_type":"span","marks":[],"text":", to chat all things telehealth."}],"markDefs":[{"_key":"97d63515601f","_type":"link","href":"https://help.cliniko.com/en/articles/3821110-an-overview-of-how-telehealth-works-with-cliniko"},{"_key":"69a413dd2a58","_type":"link","href":"https://www.karenfinnin.com/"},{"_key":"4cf07786737c","_type":"link","href":"https://www.online.physio/"}],"style":"normal"},{"_key":"9c69c1e5d39b","_type":"block","children":[{"_key":"9c69c1e5d39b0","_type":"span","marks":[],"text":"Karen has been passionate about helping patients empower themselves through virtual appointments since 2011, which is when she opened Online Physio. “The outcomes are tending to be the same—if not better—online than they are in person,” she says. \"Why is this? We’re empowering our patients to get themselves better.”"}],"markDefs":[],"style":"normal"},{"_key":"d1bca953ba37","_type":"block","children":[{"_key":"d1bca953ba370","_type":"span","marks":[],"text":"We’ve put together a list of tips and resources from Karen, and you can also watch our entire conversation below:"}],"markDefs":[],"style":"normal"},{"_key":"3767705cdbbf","_type":"video","caption":"Watch the recording of Joel and Karen talking all things Telehealth.","url":"https://youtu.be/sm_0IeRvdXM"},{"_key":"083b1ebe2f5a","_type":"block","children":[{"_key":"083b1ebe2f5a0","_type":"span","marks":[],"text":"Karen's tips for getting started with telehealth."}],"markDefs":[],"style":"h2"},{"_key":"39df926a7e87","_type":"block","children":[{"_key":"39df926a7e870","_type":"span","marks":[],"text":"With years of experience as an "},{"_key":"39df926a7e871","_type":"span","marks":["em"],"text":"online-based"},{"_key":"39df926a7e872","_type":"span","marks":[],"text":" physiotherapist, Karen has amassed a good collection of tips and tricks for getting started in the world of telehealth. Below, we’ll share some of her key recommendations."}],"markDefs":[],"style":"normal"},{"_key":"b065ec59eaa0","_type":"block","children":[{"_key":"b065ec59eaa00","_type":"span","marks":["strong"],"text":"Equipment:"},{"_key":"b065ec59eaa01","_type":"span","marks":[],"text":" it doesn’t need to be fancy (or expensive!). As long as you have a decent camera, lighting, and background, you’re well on your way to having your first virtual appointment. Karen recommends keeping your camera at eye-level (no one likes looking up someone else’s nostrils), and she says that a neutral background is well-suited to video calls. Oh, and be sure that there’s no external noise—you want your patients to be able to hear you!"}],"markDefs":[],"style":"normal"},{"_key":"254f9b5eaa8e","_type":"block","children":[{"_key":"254f9b5eaa8e0","_type":"span","marks":["strong"],"text":"Education:"},{"_key":"254f9b5eaa8e1","_type":"span","marks":[],"text":" both your patients and your staff will need to be brought up to speed. Starting something new can be scary, but if you’ve done your research, you should be able to pitch this newfound way of offering appointments to everyone that needs to be involved—and get a positive reaction! (For example, telehealth offers an amazing level of flexibility, which is something everyone loves. Sing it from the mountaintops!)"}],"markDefs":[],"style":"normal"},{"_key":"6f04c8406a83","_type":"block","children":[{"_key":"6f04c8406a830","_type":"span","marks":["strong"],"text":"Taking payments:"},{"_key":"6f04c8406a831","_type":"span","marks":[],"text":" there are different ways that you can handle payments when it comes to telehealth. It can be as simple as having a Stripe or PayPal account set up that the patient transfers money to after the appointment; some practitioners prefer to take prepayments. It’s completely up to you!"}],"markDefs":[],"style":"normal"},{"_key":"b828f5e86dd0","_type":"block","children":[{"_key":"b828f5e86dd00","_type":"span","marks":["strong"],"text":"Video call software:"},{"_key":"b828f5e86dd01","_type":"span","marks":[],"text":" Karen prefers cloud-based software for making video calls, because it’s easy to set up (and doesn’t require anyone to download anything). Cliniko has "},{"_key":"b828f5e86dd02","_type":"span","marks":["b01bb67e9ef8"],"text":"built-in telehealth functionality"},{"_key":"b828f5e86dd03","_type":"span","marks":[],"text":", and you can learn more about that "},{"_key":"b828f5e86dd04","_type":"span","marks":["b72d1f88596e"],"text":"here"},{"_key":"b828f5e86dd05","_type":"span","marks":[],"text":"!"}],"markDefs":[{"_key":"b01bb67e9ef8","_type":"link","href":"https://help.cliniko.com/en/articles/3821110-an-overview-of-how-telehealth-works-with-cliniko"},{"_key":"b72d1f88596e","_type":"link","href":"https://help.cliniko.com/en/articles/3821110-an-overview-of-how-telehealth-works-with-cliniko"}],"style":"normal"},{"_key":"21c10f7c081e","_type":"block","children":[{"_key":"21c10f7c081e0","_type":"span","marks":["strong"],"text":"Record-keeping:"},{"_key":"21c10f7c081e1","_type":"span","marks":[],"text":" many video conference programs allow you to set up screen recording, so you can keep a record of the day’s session. You even "},{"_key":"21c10f7c081e2","_type":"span","marks":["7254f92b9dfa"],"text":"upload the recordings into the patient’s file in Cliniko"},{"_key":"21c10f7c081e3","_type":"span","marks":[],"text":"—that way, you always know where it is and can access it at any time."}],"markDefs":[{"_key":"7254f92b9dfa","_type":"link","href":"https://help.cliniko.com/en/articles/1132946-attach-a-file-to-a-patient"}],"style":"normal"},{"_key":"b26f3d050617","_type":"block","children":[{"_key":"b26f3d0506170","_type":"span","marks":["strong"],"text":"Following up:"},{"_key":"b26f3d0506171","_type":"span","marks":[],"text":" after all is said and done, you’ll want an easy way to follow up with the patients you see virtually. Karen uses Cliniko’s "},{"_key":"b26f3d0506172","_type":"span","marks":["083ddc357ded"],"text":"recall functionality"},{"_key":"b26f3d0506173","_type":"span","marks":[],"text":" for this, allowing her to get a quick look at who needs to be contacted, and when!"}],"markDefs":[{"_key":"083ddc357ded","_type":"link","href":"https://help.cliniko.com/en/articles/1023983-set-up-recall-types"}],"style":"normal"},{"_key":"cb2bf76a88ef","_type":"block","children":[{"_key":"cb2bf76a88ef0","_type":"span","marks":[],"text":"There are many more resources that can be found on Karen’s websites—"},{"_key":"cb2bf76a88ef1","_type":"span","marks":["2bbb6c22b200"],"text":"KarenFinnin.com"},{"_key":"cb2bf76a88ef2","_type":"span","marks":[],"text":" and "},{"_key":"cb2bf76a88ef3","_type":"span","marks":["8941b5392cff"],"text":"Online.Physio"},{"_key":"cb2bf76a88ef4","_type":"span","marks":[],"text":"."}],"markDefs":[{"_key":"2bbb6c22b200","_type":"link","href":"https://www.karenfinnin.com/"},{"_key":"8941b5392cff","_type":"link","href":"https://www.online.physio/"}],"style":"normal"},{"_key":"19264baf64d6","_type":"block","children":[{"_key":"19264baf64d60","_type":"span","marks":[],"text":"How Cliniko can help you get started with telehealth."}],"markDefs":[],"style":"h2"},{"_key":"e9cfef9872c9","_type":"block","children":[{"_key":"e9cfef9872c90","_type":"span","marks":[],"text":"There are a number of ways that you can utilise your Cliniko account to assist with setting up telehealth appointments! First and foremost, check out our "},{"_key":"e9cfef9872c91","_type":"span","marks":["10e64c3a342d"],"text":"overview of our telehealth works with Cliniko"},{"_key":"e9cfef9872c92","_type":"span","marks":[],"text":". It'll help you to get started!"}],"markDefs":[{"_key":"10e64c3a342d","_type":"link","href":"https://help.cliniko.com/en/articles/3821110-an-overview-of-how-telehealth-works-with-cliniko"}],"style":"normal"},{"_key":"742194f5c8bd","_type":"block","children":[{"_key":"742194f5c8bd0","_type":"span","marks":[],"text":"Karen also mentions a few different ways in the video shared above (for example, setting up appointment types with the word “online” in the title—it makes it easier to quickly spot which appointments are going to be online-based, versus face-to-face, when looking at your calendar!)."}],"markDefs":[],"style":"normal"},{"_key":"890ca56e4946","_type":"block","children":[{"_key":"890ca56e49460","_type":"span","marks":[],"text":"Cliniko's support site has a couple of sections that you'll probably find useful: the various "},{"_key":"890ca56e49461","_type":"span","marks":["21055989c2e1"],"text":"guides to using telehealth"},{"_key":"890ca56e49462","_type":"span","marks":[],"text":", as well as the "},{"_key":"890ca56e49463","_type":"span","marks":["dd082403fab8"],"text":"COVID-19 hub"},{"_key":"890ca56e49464","_type":"span","marks":[],"text":". The guides there could be used for virtually any telehealth setting (no pun intended—okay, well, kind of intended 🤓). The below list will be updated as more guides get added, but for now, check out some of the different ways you can set up your Cliniko account to get telehealth-ready:"}],"markDefs":[{"_key":"21055989c2e1","_type":"link","href":"https://help.cliniko.com/en/collections/2219158-telehealth"},{"_key":"dd082403fab8","_type":"link","href":"https://help.cliniko.com/en/collections/2206351-covid-19-cliniko"}],"style":"normal"},{"_key":"74ac1ab7c9e2","_type":"block","children":[{"_key":"74ac1ab7c9e20","_type":"span","marks":[],"text":""},{"_key":"74ac1ab7c9e21","_type":"span","marks":["31800d9c9673"],"text":"Enable telehealth appointment types"},{"_key":"74ac1ab7c9e22","_type":"span","marks":[],"text":" in your Cliniko account."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"31800d9c9673","_type":"link","href":"https://help.cliniko.com/en/articles/3824976-enable-telehealth-appointment-types"}],"style":"normal"},{"_key":"6c95167572ed","_type":"block","children":[{"_key":"6c95167572ed0","_type":"span","marks":[],"text":"Use "},{"_key":"6c95167572ed1","_type":"span","marks":["6f728021b9a1"],"text":"online bookings"},{"_key":"6c95167572ed2","_type":"span","marks":[],"text":" to offer telehealth-specific appointments for your patients."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"6f728021b9a1","_type":"link","href":"https://help.cliniko.com/en/articles/1023963-set-up-online-bookings"}],"style":"normal"},{"_key":"c3d5c4b251ed","_type":"block","children":[{"_key":"c3d5c4b251ed0","_type":"span","marks":[],"text":"Allow your patients to "},{"_key":"c3d5c4b251ed1","_type":"span","marks":["85b6ac7bef76"],"text":"pay online"},{"_key":"c3d5c4b251ed2","_type":"span","marks":[],"text":" for their telehealth consultations."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"85b6ac7bef76","_type":"link","href":"https://help.cliniko.com/en/articles/3833646-an-overview-of-online-payments"}],"style":"normal"},{"_key":"c679fcf7a713","_type":"block","children":[{"_key":"c679fcf7a7130","_type":"span","marks":[],"text":""},{"_key":"c679fcf7a7131","_type":"span","marks":["07519015aa2e"],"text":"Customise your confirmation email and reminder templates"},{"_key":"c679fcf7a7132","_type":"span","marks":[],"text":" so that any that are for virtual appointments include instructions on how to access the video call and what to expect."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"07519015aa2e","_type":"link","href":"https://help.cliniko.com/en/articles/3821115-add-telehealth-links-to-appointment-reminders-and-confirmation-emails"}],"style":"normal"},{"_key":"cf59ab492f2c","_type":"block","children":[{"_key":"cf59ab492f2c0","_type":"span","marks":[],"text":"Add "},{"_key":"cf59ab492f2c1","_type":"span","marks":["8d4b7685cb4a"],"text":"specific terms of use to your online bookings"},{"_key":"cf59ab492f2c2","_type":"span","marks":[],"text":"—whether they be related to COVID-19 or just the appointment in general, your patients will need to agree to them prior to making the booking."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"8d4b7685cb4a","_type":"link","href":"https://help.cliniko.com/en/articles/3799802-add-specific-terms-of-use-to-online-bookings"}],"style":"normal"},{"_key":"20e9bbf1f70c","_type":"block","children":[{"_key":"20e9bbf1f70c0","_type":"span","marks":[],"text":"Use the "},{"_key":"20e9bbf1f70c1","_type":"span","marks":["5675c4a0a354"],"text":"Mailchimp integration"},{"_key":"20e9bbf1f70c2","_type":"span","marks":[],"text":" to send group emails to your patients. If you’re going to start offering online-based appointments in light of the COVID-19 situation, this would be a great way to inform everyone."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"5675c4a0a354","_type":"link","href":"https://help.cliniko.com/en/articles/3797442-using-the-mailchimp-integration-to-send-bulk-emails-to-your-patients"}],"style":"normal"},{"_key":"156a07b938a5","_type":"block","children":[{"_key":"156a07b938a50","_type":"span","marks":[],"text":"Similarly, you can "},{"_key":"156a07b938a51","_type":"span","marks":["d520a3ac7b19"],"text":"send a group SMS"},{"_key":"156a07b938a52","_type":"span","marks":[],"text":" to all patients to let them know about any changes."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"d520a3ac7b19","_type":"link","href":"https://help.cliniko.com/en/articles/3797496-send-a-group-sms-to-your-patients"}],"style":"normal"},{"_key":"547d1d9ce403","_type":"block","children":[{"_key":"547d1d9ce4030","_type":"span","marks":[],"text":""},{"_key":"547d1d9ce4031","_type":"span","marks":["681b07120c14"],"text":"Add extra information to your online bookings"},{"_key":"547d1d9ce4032","_type":"span","marks":[],"text":" if you need patients to be aware of something while they’re selecting their appointment slot."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"681b07120c14","_type":"link","href":"https://help.cliniko.com/en/articles/1150735-add-extra-information-to-online-bookings"}],"style":"normal"},{"_key":"e91c1e516760","_type":"block","children":[{"_key":"e91c1e5167600","_type":"span","marks":[],"text":"Make use of "},{"_key":"e91c1e5167601","_type":"span","marks":["3f68305c3601"],"text":"SMS appointment reminders"},{"_key":"e91c1e5167602","_type":"span","marks":[],"text":" or "},{"_key":"e91c1e5167603","_type":"span","marks":["f8685a7ed04b"],"text":"email reminders"},{"_key":"e91c1e5167604","_type":"span","marks":[],"text":"—these can go out between 1 and 5 days prior to the appointment, and you can modify the templates if you need to share important information."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"3f68305c3601","_type":"link","href":"https://help.cliniko.com/en/articles/1023870-set-up-sms-appointment-reminders"},{"_key":"f8685a7ed04b","_type":"link","href":"https://help.cliniko.com/en/articles/1023934-set-up-email-appointment-reminders"}],"style":"normal"},{"_key":"abe64e66e987","_type":"block","children":[{"_key":"abe64e66e9870","_type":"span","marks":[],"text":""},{"_key":"abe64e66e9871","_type":"span","marks":["dcff989f20a8"],"text":"Set up recall types"},{"_key":"abe64e66e9872","_type":"span","marks":[],"text":" specifically for COVID-19 or telehealth appointments—this way, it’ll be easy to keep track of who needs following up with!"}],"level":1,"listItem":"bullet","markDefs":[{"_key":"dcff989f20a8","_type":"link","href":"https://help.cliniko.com/en/articles/1023983-set-up-recall-types"}],"style":"normal"},{"_key":"9661c5ced92b","_type":"block","children":[{"_key":"9661c5ced92b0","_type":"span","marks":[],"text":"Additional resources."}],"markDefs":[],"style":"h2"},{"_key":"0d8a112763af","_type":"block","children":[{"_key":"0d8a112763af0","_type":"span","marks":[],"text":"As well as the "},{"_key":"0d8a112763af1","_type":"span","marks":["6f53692b47fe"],"text":"COVID-19"},{"_key":"0d8a112763af2","_type":"span","marks":[],"text":" and "},{"_key":"0d8a112763af3","_type":"span","marks":["e426675e906b"],"text":"telehealth"},{"_key":"0d8a112763af4","_type":"span","marks":[],"text":" hub on Cliniko’s support site, Karen has provided some great resources for getting started with telehealth. Check them out below:"}],"markDefs":[{"_key":"6f53692b47fe","_type":"link","href":"https://help.cliniko.com/en/collections/2206351-covid-19-cliniko"},{"_key":"e426675e906b","_type":"link","href":"https://help.cliniko.com/en/collections/2219158-telehealth"}],"style":"normal"},{"_key":"7ffd237caecc","_type":"block","children":[{"_key":"7ffd237caecc0","_type":"span","marks":[],"text":"A "},{"_key":"7ffd237caecc1","_type":"span","marks":["be0bede28754"],"text":"helpful collection of telehealth journal articles"},{"_key":"7ffd237caecc2","_type":"span","marks":[],"text":" that are physiotherapy-specific; Karen has collected these over the years."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"be0bede28754","_type":"link","href":"https://www.karenfinnin.com/list-of-research-articles-about-telehealth-in-physiotherapy/"}],"style":"normal"},{"_key":"2e3ccb5c7b35","_type":"block","children":[{"_key":"2e3ccb5c7b350","_type":"span","marks":[],"text":"Karen also offers "},{"_key":"2e3ccb5c7b351","_type":"span","marks":["f46d77860aee"],"text":"training and mentoring courses"},{"_key":"2e3ccb5c7b352","_type":"span","marks":[],"text":" that will help you get up to speed!"}],"level":1,"listItem":"bullet","markDefs":[{"_key":"f46d77860aee","_type":"link","href":"https://www.karenfinnin.com/mentor/"}],"style":"normal"},{"_key":"f1df573b69bb","_type":"block","children":[{"_key":"f1df573b69bb0","_type":"span","marks":["strong"],"text":"To get started using telehealth with Cliniko, we recommend checking out these guides:"}],"markDefs":[],"style":"normal"},{"_key":"18219466e2cd","_type":"block","children":[{"_key":"18219466e2cd0","_type":"span","marks":[],"text":""},{"_key":"18219466e2cd1","_type":"span","marks":["993b483a44d2"],"text":"An overview of how telehealth works with Cliniko"},{"_key":"18219466e2cd2","_type":"span","marks":[],"text":""}],"level":1,"listItem":"bullet","markDefs":[{"_key":"993b483a44d2","_type":"link","href":"https://help.cliniko.com/en/articles/3821110-an-overview-of-how-telehealth-works-with-cliniko"}],"style":"normal"},{"_key":"f6bc1ccee03e","_type":"block","children":[{"_key":"f6bc1ccee03e0","_type":"span","marks":[],"text":""},{"_key":"f6bc1ccee03e1","_type":"span","marks":["df9afac49643"],"text":"A telehealth guide to share with your patients"},{"_key":"f6bc1ccee03e2","_type":"span","marks":[],"text":""}],"level":1,"listItem":"bullet","markDefs":[{"_key":"df9afac49643","_type":"link","href":"https://help.cliniko.com/en/articles/3843932-telehealth-a-guide-for-patients"}],"style":"normal"},{"_key":"d4e7837f3eb8","_type":"block","children":[{"_key":"d4e7837f3eb80","_type":"span","marks":[],"text":""},{"_key":"d4e7837f3eb81","_type":"span","marks":["580d4dbd058d"],"text":"Telehealth and Medicare claiming"},{"_key":"d4e7837f3eb82","_type":"span","marks":[],"text":" (unique to Australian clinics only)"}],"level":1,"listItem":"bullet","markDefs":[{"_key":"580d4dbd058d","_type":"link","href":"https://help.cliniko.com/en/articles/3852179-telehealth-and-medicare-bulk-billing"}],"style":"normal"},{"_key":"967c964873c1","_type":"block","children":[{"_key":"967c964873c10","_type":"span","marks":[],"text":""},{"_key":"967c964873c11","_type":"span","marks":["cee89e3d146e"],"text":"Let your patients pay online for telehealth appointments"},{"_key":"967c964873c12","_type":"span","marks":[],"text":""}],"level":1,"listItem":"bullet","markDefs":[{"_key":"cee89e3d146e","_type":"link","href":"https://help.cliniko.com/en/articles/3846982-let-patients-pay-online-for-telehealth-appointments"}],"style":"normal"},{"_key":"4267c043141a","_type":"block","children":[{"_key":"4267c043141a0","_type":"span","marks":[],"text":""},{"_key":"4267c043141a1","_type":"span","marks":["6eb61dfbbc89"],"text":"Getting started with group telehealth appointments"},{"_key":"4267c043141a2","_type":"span","marks":[],"text":""}],"level":1,"listItem":"bullet","markDefs":[{"_key":"6eb61dfbbc89","_type":"link","href":"https://help.cliniko.com/en/articles/3821305-getting-started-with-group-telehealth-appointments"}],"style":"normal"},{"_key":"a8d33b22d70a","_type":"block","children":[{"_key":"a8d33b22d70a0","_type":"span","marks":[],"text":"And of course, if you have any questions, just ask! We can certainly help you out!"}],"markDefs":[],"style":"normal"}],"category":{"id":"-406dd2ac-ac18-501b-80ee-b5fe159014cc","title":"Educational events","slug":{"current":"educational-events"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"adapting-your-business-with-telehealth"}}},{"node":{"title":"Watch our recording of Keeping digital patient records secure with Joel Friedlaender","image":{"alt":"A screenshot of Joel starting the webinar on how to keep digital patient records secure.","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/6ce13d3c018be5bb01c3d97e79fab0130655a837-2481x1384.png?rect=319,0,1845,1384&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/6ce13d3c018be5bb01c3d97e79fab0130655a837-2481x1384.png?rect=319,0,1845,1384&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/6ce13d3c018be5bb01c3d97e79fab0130655a837-2481x1384.png?rect=320,0,1843,1384&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/6ce13d3c018be5bb01c3d97e79fab0130655a837-2481x1384.png?rect=319,0,1845,1384&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/6ce13d3c018be5bb01c3d97e79fab0130655a837-2481x1384.png?rect=319,0,1845,1384&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/6ce13d3c018be5bb01c3d97e79fab0130655a837-2481x1384.png?rect=319,0,1845,1384&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/6ce13d3c018be5bb01c3d97e79fab0130655a837-2481x1384.png?rect=319,0,1844,1384&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/6ce13d3c018be5bb01c3d97e79fab0130655a837-2481x1384.png?rect=319,0,1845,1384&w=1600&h=1200&auto=format 1600w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/6ce13d3c018be5bb01c3d97e79fab0130655a837-2481x1384.png?rect=319,0,1845,1384&w=1920&h=1440&auto=format 1920w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/6ce13d3c018be5bb01c3d97e79fab0130655a837-2481x1384.png?rect=319,0,1845,1384&w=2048&h=1536&auto=format 2048w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/6ce13d3c018be5bb01c3d97e79fab0130655a837-2481x1384.png?rect=319,0,1845,1384&w=2481&h=1861&auto=format 2481w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#d3cab9","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/6ce13d3c018be5bb01c3d97e79fab0130655a837-2481x1384.png","metadata":{"dimensions":{"height":1384,"width":2481}}}},"description":"In this replay, learn steps that you and anyone on your team can follow to protect your patients and business from malicious online activity.","subTitle":"In this webinar, Joel discusses the best practices that you and anyone on your team can follow to keep your patients and business safe from malicious online activity, and help you spot your biggest security vulnerabilities. ","_rawBody":[{"_key":"fb87c4535b55","_type":"block","children":[{"_key":"fb87c4535b550","_type":"span","marks":[],"text":"Are you storing more of your patient records digitally these days? You’re certainly not alone. Researchers forecast that "},{"_key":"fb87c4535b551","_type":"span","marks":["806c18239eef"],"text":"“virtual healthcare interactions will reach one billion by the end of 2020”"},{"_key":"fb87c4535b552","_type":"span","marks":[],"text":", which means that more patient information will be shared, transmitted, or hosted online than ever before. Luckily, there is a lot you can do to keep your digital patient records secure without overcomplicating your work life—and that's what Joel sat down to answer during this webinar!"}],"markDefs":[{"_key":"806c18239eef","_type":"link","href":"https://www.cnbc.com/2020/04/03/telehealth-visits-could-top-1-billion-in-2020-amid-the-coronavirus-crisis.html"}],"style":"normal"},{"_key":"de9b81159bf0","_type":"block","children":[{"_key":"de9b81159bf00","_type":"span","marks":[],"text":"During this live Q&A, Joel answered questions about online security and talked about the best practices that you and your team can engage to ensure that you're keeping your patient's confidential health information secure."}],"markDefs":[],"style":"normal"},{"_key":"3d448b5a1fbc","_type":"block","children":[{"_key":"3d448b5a1fbc0","_type":"span","marks":["strong"],"text":"Highlights "}],"markDefs":[],"style":"h3"},{"_key":"e9460fec6847","_type":"block","children":[{"_key":"e9460fec68470","_type":"span","marks":[],"text":"Some of the topics that were covered include:"}],"markDefs":[],"style":"normal"},{"_key":"f0f6d27926a9","_type":"block","children":[{"_key":"f0f6d27926a90","_type":"span","marks":["strong"],"text":"How to watch out for scams, and make yourself less of a target. "},{"_key":"f0f6d27926a91","_type":"span","marks":[],"text":"Hackers tend to target people that would be most vulnerable and likely to fall for their tricks. Don't let yourself be a target—improve your security! "}],"markDefs":[],"style":"normal"},{"_key":"c409d88377dd","_type":"block","children":[{"_key":"c409d88377dd0","_type":"span","marks":["strong"],"text":"Install security updates, on "},{"_key":"c409d88377dd1","_type":"span","marks":["em","strong"],"text":"all"},{"_key":"c409d88377dd2","_type":"span","marks":["strong"],"text":" of your devices."},{"_key":"c409d88377dd3","_type":"span","marks":[],"text":" Whether it's your phone, your computer, your tablet, or even an app, install those updates! "},{"_key":"c409d88377dd4","_type":"span","marks":["em"],"text":"Not"},{"_key":"c409d88377dd5","_type":"span","marks":[],"text":" doing so will make your device more vulnerable."}],"markDefs":[],"style":"normal"},{"_key":"98d5c2cb6954","_type":"block","children":[{"_key":"98d5c2cb69540","_type":"span","marks":["strong"],"text":"Use "},{"_key":"98d5c2cb69541","_type":"span","marks":["strong","c32f33b76531"],"text":"strong passwords"},{"_key":"98d5c2cb69542","_type":"span","marks":["strong"],"text":" on "},{"_key":"98d5c2cb69543","_type":"span","marks":["strong","em"],"text":"all"},{"_key":"98d5c2cb69544","_type":"span","marks":["strong"],"text":" of your accounts."},{"_key":"98d5c2cb69545","_type":"span","marks":[],"text":" Consider what could be accessed if someone were to get ahold of your password, and act accordingly—basically, "},{"_key":"98d5c2cb69546","_type":"span","marks":["em"],"text":"don't"},{"_key":"98d5c2cb69547","_type":"span","marks":[],"text":" use the same password for different accounts, and think about using unique phrases that incorporate multiple words."}],"markDefs":[{"_key":"c32f33b76531","_type":"link","href":"https://www.cliniko.com/blog/educational-events/watch-our-recording-of-securing-online-data-for-yourself/"}],"style":"normal"},{"_key":"f51801a8a665","_type":"block","children":[{"_key":"f51801a8a6650","_type":"span","marks":[],"text":""},{"_key":"f51801a8a6651","_type":"span","marks":["strong","b7a69396b656"],"text":"Set up 2FA (2-factor authentication)"},{"_key":"f51801a8a6652","_type":"span","marks":["strong"],"text":" in as many places as you can."},{"_key":"f51801a8a6653","_type":"span","marks":[],"text":" 2FA requires something you "},{"_key":"f51801a8a6654","_type":"span","marks":["em"],"text":"know "},{"_key":"f51801a8a6655","_type":"span","marks":[],"text":"(your email and password) and something you have (your phone). 2FA is the single most secure thing you can do to protect your account, because it requires that you have your phone with you—it's very unlikely that someone trying to access your accounts is "},{"_key":"f51801a8a6656","_type":"span","marks":["em"],"text":"also"},{"_key":"f51801a8a6657","_type":"span","marks":[],"text":" going to have your phone!"}],"markDefs":[{"_key":"b7a69396b656","_type":"link","href":"https://www.cliniko.com/blog/practice-tips/what-is-two-factor-authentication-and-why-do-you-need-it/"}],"style":"normal"},{"_key":"a278cf697157","_type":"block","children":[{"_key":"a278cf6971570","_type":"span","marks":["strong"],"text":"Encrypt your computers"},{"_key":"a278cf6971571","_type":"span","marks":[],"text":". If you lose your laptop, "},{"_key":"a278cf6971572","_type":"span","marks":["em"],"text":"even if"},{"_key":"a278cf6971573","_type":"span","marks":[],"text":" it's password-protected, the information could still be accessed. With encryption turned on, your data is going to be "},{"_key":"a278cf6971574","_type":"span","marks":["em"],"text":"much"},{"_key":"a278cf6971575","_type":"span","marks":[],"text":" safer."}],"markDefs":[],"style":"normal"},{"_key":"da2e1b4495d8","_type":"block","children":[{"_key":"da2e1b4495d80","_type":"span","marks":["strong"],"text":"Participate in safe web browsing."},{"_key":"da2e1b4495d81","_type":"span","marks":[],"text":" If a website doesn't have HTTPS as part of the URL, it's "},{"_key":"da2e1b4495d82","_type":"span","marks":["em"],"text":"not"},{"_key":"da2e1b4495d83","_type":"span","marks":[],"text":" secure. (Often, there will also be a little lock symbol near the URL to indicate that the page is secure.) "},{"_key":"da2e1b4495d84","_type":"span","marks":["em"],"text":"Don't"},{"_key":"da2e1b4495d85","_type":"span","marks":[],"text":" enter confidential patient information into any page that isn't HTTPS, as it's not secure. "}],"markDefs":[],"style":"normal"},{"_key":"3f50b0aa07a9","_type":"block","children":[{"_key":"3f50b0aa07a90","_type":"span","marks":["strong"],"text":"Back up your data"},{"_key":"3f50b0aa07a91","_type":"span","marks":[],"text":". Even with encrypted devices, strong passwords, and other security measures in place, this won't prevent data loss if your information isn't backed up! (That laptop might be password protected to the moon and back, but if you drop it in the lake, retrieving what was on it might not be possible.) 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There really isn't any sort of wiggle room when it comes to data security—it's all or nothing."}],"markDefs":[{"_key":"0786ce74b9ea","_type":"link","href":"https://www.cliniko.com/security/"}],"style":"normal"}],"category":{"id":"-406dd2ac-ac18-501b-80ee-b5fe159014cc","title":"Educational events","slug":{"current":"educational-events"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"watch-our-recording-of-keeping-digital-patient-records-secure"}}}]},"news":{"edges":[{"node":{"title":"Practitioners can now receive notifications for rescheduled appointments!","image":{"alt":"An illustration of a calendar and a screenshot of the rescheduling notifications notify by dropdown.","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/5f39082bd6058a602a4a61076b48f200f85a7609-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/5f39082bd6058a602a4a61076b48f200f85a7609-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/5f39082bd6058a602a4a61076b48f200f85a7609-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/5f39082bd6058a602a4a61076b48f200f85a7609-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/5f39082bd6058a602a4a61076b48f200f85a7609-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/5f39082bd6058a602a4a61076b48f200f85a7609-1536x1072.png?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/5f39082bd6058a602a4a61076b48f200f85a7609-1536x1072.png?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/5f39082bd6058a602a4a61076b48f200f85a7609-1536x1072.png?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#fce4ac","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/5f39082bd6058a602a4a61076b48f200f85a7609-1536x1072.png","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":"Stay on top of any adjustments made to your calendar with notifications for Cliniko appointment changes.","subTitle":"Enable automatic SMS and email notifications for when an appointment is moved.","_rawBody":[{"_key":"bbcd0ab7c5df","_type":"block","children":[{"_key":"e81a6cdc365b0","_type":"span","marks":[],"text":"It’s always helpful to get a clear heads-up when your schedule changes, and now you can! 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appointments."}],"markDefs":[],"style":"normal"},{"_key":"9ea4333aa4d4","_type":"block","children":[{"_key":"0409e2e54e210","_type":"span","marks":[],"text":"You can choose:"}],"markDefs":[],"style":"normal"},{"_key":"cdee5b987012","_type":"block","children":[{"_key":"3453484661410","_type":"span","marks":[],"text":"How you’re notified, whether that’s by email, SMS, or both."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"15319cb10236","_type":"block","children":[{"_key":"12c6daab60370","_type":"span","marks":[],"text":"When you’re notified, whether that’s for changes to all appointments or only for those within the next 1-14 days."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"2a95992e9986","_type":"block","children":[{"_key":"54dbc00aca820","_type":"span","marks":[],"text":"Turning on rescheduling notifications is quick and easy:"}],"markDefs":[],"style":"normal"},{"_key":"c462d1b4b0df","_type":"block","children":[{"_key":"cd9e66c5e9e80","_type":"span","marks":[],"text":"Within Cliniko, head to "},{"_key":"cd9e66c5e9e81","_type":"span","marks":["strong"],"text":"My info"}],"level":1,"listItem":"number","markDefs":[],"style":"normal"},{"_key":"5e2907245f4c","_type":"block","children":[{"_key":"899f23f489a50","_type":"span","marks":[],"text":"Select"},{"_key":"899f23f489a51","_type":"span","marks":["strong"],"text":" Edit your practitioner settings"}],"level":1,"listItem":"number","markDefs":[],"style":"normal"},{"_key":"5e0b5aca709f","_type":"block","children":[{"_key":"c330e926475d0","_type":"span","marks":[],"text":"Scroll down to "},{"_key":"c330e926475d1","_type":"span","marks":["strong"],"text":"Calendar rescheduling notifications"}],"level":1,"listItem":"number","markDefs":[],"style":"normal"},{"_key":"a10e6f8214af","_type":"block","children":[{"_key":"2c153d0ecc6f0","_type":"span","marks":[],"text":"Choose your preferences"}],"level":1,"listItem":"number","markDefs":[],"style":"normal"},{"_key":"ccb9c4cfc9bd","_type":"block","children":[{"_key":"08afcde994c90","_type":"span","marks":[],"text":"Save"}],"level":1,"listItem":"number","markDefs":[],"style":"normal"},{"_key":"9da1ce7081d9","_type":"block","children":[{"_key":"b5da31ae047c0","_type":"span","marks":[],"text":"And that’s it, you’re covered! This update means less confusion and overall more confidence in your schedule. For more information, "},{"_key":"0eba3d0c2537","_type":"span","marks":["d2c399262432"],"text":"check out our support guide"},{"_key":"6f34ba014a2e","_type":"span","marks":[],"text":"."}],"markDefs":[{"_key":"d2c399262432","_type":"link","href":"https://help.cliniko.com/en/articles/13642050-practitioner-notifications-for-rescheduled-appointments"}],"style":"normal"}],"category":{"id":"-e85c7eda-c12f-5599-aa9b-0e7391d66d19","title":"Cliniko news & releases","slug":{"current":"news"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"practitioners-can-now-receive-notifications-for-rescheduled-appointments"}}},{"node":{"title":"2025 in review!","image":{"alt":"An illustration of the number 2025 on a blue background","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/fe879fa30187b389526e5c54936d5b000b7f887f-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/fe879fa30187b389526e5c54936d5b000b7f887f-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/fe879fa30187b389526e5c54936d5b000b7f887f-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/fe879fa30187b389526e5c54936d5b000b7f887f-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/fe879fa30187b389526e5c54936d5b000b7f887f-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/fe879fa30187b389526e5c54936d5b000b7f887f-1536x1072.png?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/fe879fa30187b389526e5c54936d5b000b7f887f-1536x1072.png?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/fe879fa30187b389526e5c54936d5b000b7f887f-1536x1072.png?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#097ea1","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/fe879fa30187b389526e5c54936d5b000b7f887f-1536x1072.png","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":"Your annual recap of everything that happened at Cliniko last year.                                          ","subTitle":"Here’s a roundup of all the new Cliniko features, videos, and blog posts we released last year.","_rawBody":[{"_key":"28b107831ce8","_type":"block","children":[{"_key":"104fff0136f30","_type":"span","marks":[],"text":"Re-capping has become a bit of a cultural convention and we’re here for it! As we move into 2026, we first wanted to take a moment to reflect on some of the highlights from last year."}],"markDefs":[],"style":"normal"},{"_key":"d3f5fcdb8bee","_type":"block","children":[{"_key":"6af3290b440a0","_type":"span","marks":[],"text":"Across 2025, you would’ve noticed some big improvements to Cliniko, including new ways to automate your communications, greater precision with invoices, the addition of passkeys, a timesaving shortcut to update your patient details, and more. With 82 connected apps now integrating with Cliniko (28 new ones joined last year), you’ll also find a range of additional options to extend what your practice can offer. And as always, we were working hard to keep Cliniko as secure and reliable as ever."}],"markDefs":[],"style":"normal"},{"_key":"f959fe6c3ee9","_type":"block","children":[{"_key":"832297e4734f0","_type":"span","marks":[],"text":"You might know that we’re committed to leaving the world a slightly better place than we found it and 2025 was no exception. In October the total amount that we’ve donated to charity over the years crossed the $3 million AUD mark! Sea Shepherd Australia became "},{"_key":"832297e4734f1","_type":"span","marks":["abd74da3fe8a"],"text":"our main charitable partner"},{"_key":"832297e4734f2","_type":"span","marks":[],"text":" and we teamed up with them to launch a t-shirt, with a gorgeous illustration from our in-house designer (there are even "},{"_key":"832297e4734f3","_type":"span","marks":["685b33b52c51"],"text":"a few left in stock if you missed out"},{"_key":"832297e4734f4","_type":"span","marks":[],"text":"). We also offset all our historical carbon emissions, which means we’re now officially carbon neutral since the very beginning of Cliniko!"}],"markDefs":[{"_key":"abd74da3fe8a","_type":"link","href":"https://www.cliniko.com/charity/"},{"_key":"685b33b52c51","_type":"link","href":"https://shop.seashepherd.org.au/products/for-the-ocean-unisex-tee-white-cliniko-x-sea-shepherd?srsltid=AfmBOoojsFoq-WDzq9Utb20W0hGr01aEdqwouhKAfXl3bPsVoVkrs_wW"}],"style":"normal"},{"_key":"7ceee9907002","_type":"block","children":[{"_key":"46cd494a37a40","_type":"span","marks":[],"text":"Behind the scenes, our team had a fun year—many of us caught up face to face in November at one of our annual get-togethers (or “meetups” as we call them), which is one crucial way that "},{"_key":"46cd494a37a41","_type":"span","marks":["38c124d4e5e9"],"text":"we stay connected as a fully remote company"},{"_key":"46cd494a37a42","_type":"span","marks":[],"text":". We also added six new people to our support team across the year in both the UK and Australia, giving us more capacity than ever to give you quick and helpful answers when you write in. Finally, it was an honour to be recognised for our work culture and included on the "},{"_key":"46cd494a37a43","_type":"span","marks":["89e9bb4d026d"],"text":"Australian Financial Review BOSS Best Places to Work list"},{"_key":"46cd494a37a44","_type":"span","marks":[],"text":"."}],"markDefs":[{"_key":"38c124d4e5e9","_type":"link","href":"https://www.cliniko.com/blog/work-culture/why-cliniko-has-meetups/"},{"_key":"89e9bb4d026d","_type":"link","href":"https://www.afr.com/work-and-careers/workplace/cliniko-s-30-hour-week-a-key-to-its-success-20250330-p5lnnh"}],"style":"normal"},{"_key":"5cd063cc8350","_type":"block","children":[{"_key":"8524f0b07ed70","_type":"span","marks":[],"text":"Here’s a roundup of anything you might’ve missed."}],"markDefs":[],"style":"normal"},{"_key":"28aff4feda4b","_type":"block","children":[{"_key":"179adba3e74e0","_type":"span","marks":["strong"],"text":"New features in 2025"}],"markDefs":[],"style":"h3"},{"_key":"3bde269c7379","_type":"block","children":[{"_key":"ad3fd32c2963","_type":"span","marks":[],"text":"[VIDEO] A major upgrade to patient communications in Cliniko lets you send "},{"_key":"acb39d5bfded","_type":"span","marks":["5887967da832"],"text":"multiple pre-appointment reminders and follow up messages"},{"_key":"d0a76f18b967","_type":"span","marks":[],"text":". This change means you can put more of your messaging on autopilot while also being sure that you’re reaching the specific patients that you want, whether that’s no-shows or people who haven’t rebooked."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"5887967da832","_type":"link","href":"https://redguava.wistia.com/medias/fvqpwulz2k"}],"style":"normal"},{"_key":"32d3635edbb9","_type":"block","children":[{"_key":"7e3f3ba65d2d","_type":"span","marks":[],"text":"You can now set up your forms so that whenever a patient fills one out, "},{"_key":"c69c31ad4fa3","_type":"span","marks":["07063a043e27"],"text":"their details are automatically updated"},{"_key":"6c49e78e1951","_type":"span","marks":[],"text":"—keep your records accurate with no need for a ton of manual data entry."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"07063a043e27","_type":"link","href":"https://help.cliniko.com/en/articles/10558311-automatically-update-the-patient-record-via-forms"}],"style":"normal"},{"_key":"bdc1fc1642fd","_type":"block","children":[{"_key":"c89b8e7ffdc6","_type":"span","marks":[],"text":"Sweeping changes don’t need to be time consuming! 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To get started, check out our guide which takes you through "},{"_key":"208697f9d903","_type":"span","marks":["5a08864b899c"],"text":"everything you need to know"},{"_key":"434e7ac89ac5","_type":"span","marks":[],"text":"."}],"markDefs":[{"_key":"5a08864b899c","_type":"link","href":"https://help.cliniko.com/en/articles/12017262-updating-existing-records-via-data-imports"}],"style":"normal"}],"category":{"id":"-e85c7eda-c12f-5599-aa9b-0e7391d66d19","title":"Cliniko news & releases","slug":{"current":"news"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"update-your-cliniko-records-in-bulk"}}},{"node":{"title":"What's new with Cliniko—October 2025","image":{"alt":"Illustration of a form printing out","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/13613bdae2cf67a1c061ae6cfb90a5f303176eda-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/13613bdae2cf67a1c061ae6cfb90a5f303176eda-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/13613bdae2cf67a1c061ae6cfb90a5f303176eda-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/13613bdae2cf67a1c061ae6cfb90a5f303176eda-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/13613bdae2cf67a1c061ae6cfb90a5f303176eda-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/13613bdae2cf67a1c061ae6cfb90a5f303176eda-1536x1072.png?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/13613bdae2cf67a1c061ae6cfb90a5f303176eda-1536x1072.png?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/13613bdae2cf67a1c061ae6cfb90a5f303176eda-1536x1072.png?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#fce4ac","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/13613bdae2cf67a1c061ae6cfb90a5f303176eda-1536x1072.png","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":"Keep up to date with all the latest Cliniko news and feature releases from October 2025!                         ","subTitle":"Catch up on everything that’s new with Cliniko! This is a round-up of our latest feature releases and software updates, plus some of our newest articles and videos that you might’ve missed. ","_rawBody":[{"_key":"0e5633ae3be8","_type":"block","children":[{"_key":"fc3c0bcd37be0","_type":"span","marks":[],"text":"As we come into the final stretch of the year, here’s a summary of some of the recent updates to Cliniko. Patient details have had some big changes—there’s a quicker than ever way to update these digital records using a new feature we’ve added to forms, plus you can now view a history of changes made to a patient’s profile. We’re also welcoming a few new faces to our support team—Lily, Bobbie, and Jordan are now on board—giving us more capacity to answer questions quickly from anyone who works in UK business hours."}],"markDefs":[],"style":"normal"},{"_key":"7c82d05d3327","_type":"block","children":[{"_key":"08d8499319800","_type":"span","marks":["strong"],"text":"Features"}],"markDefs":[],"style":"h3"},{"_key":"a54a6ee21f23","_type":"block","children":[{"_key":"b774ad1221140","_type":"span","marks":[],"text":"You can now "},{"_key":"1d97b36b2666","_type":"span","marks":["8f84f64f4929"],"text":"set up your forms so that whenever a patient fills one out, their details in Cliniko will automatically update to reflect any changes"},{"_key":"c07a2fa7a7aa","_type":"span","marks":[],"text":"! This change saves you time by minimising the need for you to carry across patient data yourself and reduces the risk of errors in your records. It also makes the experience of visiting your clinic smoother for your returning patients, as they won’t have to complete a new form from scratch each time."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"8f84f64f4929","_type":"link","href":"https://help.cliniko.com/en/articles/10558311-automatically-update-the-patient-record-via-forms"}],"style":"normal"},{"_key":"29e93b4995c1","_type":"block","children":[{"_key":"bec92aa091640","_type":"span","marks":[],"text":"You can now "},{"_key":"6b876468f855","_type":"span","marks":["bc85442d5156"],"text":"view the details of changes made to a patient’s profile"},{"_key":"0922c758112e","_type":"span","marks":[],"text":", including the date, time, and user who made the change. This gives your practice enhanced transparency and auditability. It also makes for easier problem solving if there are data entry errors."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"bc85442d5156","_type":"link","href":"https://help.cliniko.com/en/articles/12350077-view-the-log-of-changes-to-a-patient"}],"style":"normal"},{"_key":"e5bcf534f479","_type":"block","children":[{"_key":"543327c85fe70","_type":"span","marks":["strong"],"text":"Practice management tips"}],"markDefs":[],"style":"h3"},{"_key":"7378f075aa64","_type":"block","children":[{"_key":"e295910b069e0","_type":"span","marks":["fd6e9c2733b6"],"text":"We recently trialled a behind-the-scenes AI tool to help our customer support team"},{"_key":"e295910b069e1","_type":"span","marks":[],"text":". Rather than making life easier, however, it actually made their jobs considerably more time-consuming. While AI makes a lot of grand promises, in our experience it rarely lives up to them in practice."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"fd6e9c2733b6","_type":"link","href":"https://www.cliniko.com/blog/work-culture/want-to-offer-good-customer-support-dont-use-ai/"}],"style":"normal"},{"_key":"f10b47f9a18e","_type":"block","children":[{"_key":"f6ff0621d7560","_type":"span","marks":["strong"],"text":"Coffee break reads"}],"markDefs":[],"style":"h3"},{"_key":"c5c5da37958e","_type":"block","children":[{"_key":"28434f377aad0","_type":"span","marks":[],"text":"When we hired for our customer support team earlier this year, we were astonished by the number of people who used ChatGPT to write their applications (we’re talking thousands). There are many reasons "},{"_key":"9042ff002174","_type":"span","marks":["cf9f89b5ebca"],"text":"why we think relying on AI here is a bad move—at least if you’re applying to Cliniko"},{"_key":"0826f1317793","_type":"span","marks":[],"text":"—and many better options to impress us!"}],"level":1,"listItem":"bullet","markDefs":[{"_key":"cf9f89b5ebca","_type":"link","href":"https://www.cliniko.com/blog/work-culture/want-to-offer-good-customer-support-dont-use-ai/"}],"style":"normal"},{"_key":"296cbc3f3395","_type":"block","children":[{"_key":"0e2b2e718b600","_type":"span","marks":["45f40e7e66a6"],"text":"We donated to Beyond the Orphanage (BTO) from 2014 until earlier this year"},{"_key":"0e2b2e718b601","_type":"span","marks":[],"text":". After 17 years in operation and with its projects all in the hands of local communities, the charity wound down. But it leaves a legacy of having helped over 1000 children. We’re genuinely awed by the BTO team and its founder, Geoff Hucker."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"45f40e7e66a6","_type":"link","href":"https://www.cliniko.com/blog/news/looking-back-at-our-partnership-with-beyond-the-orphanage/"}],"style":"normal"},{"_key":"3f40f55c371a","_type":"block","children":[{"_key":"43805c03e1330","_type":"span","marks":[],"text":"[VIDEO] Sea Shepherd Australia is our main charitable partner, and your subscription fees go towards supporting their mission to protect the world’s oceans and marine life. "},{"_key":"43805c03e1331","_type":"span","marks":["b5e4b2eaab8f"],"text":"Rachel gave an overview of how your contributions have helped Sea Shepherd's frontline efforts"},{"_key":"43805c03e1332","_type":"span","marks":[],"text":"—from helping refine the Allankay longliner to assisting the Sea Lion Defence Campaign."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"b5e4b2eaab8f","_type":"link","href":"https://www.youtube.com/shorts/AgvvcZyusZM"}],"style":"normal"},{"_key":"e86a99d72857","_type":"block","children":[{"_key":"8bedfb6ed1a90","_type":"span","marks":["strong"],"text":"Connected app"}],"markDefs":[],"style":"h3"},{"_key":"b2db5842b7a9","_type":"block","children":[{"_key":"aaa9617579660","_type":"span","marks":["a609538a70b2"],"text":"Allied PROMs"},{"_key":"aaa9617579661","_type":"span","marks":[],"text":" makes it easy to digitise your patient reported outcome measures. Send forms to your patients and it’ll sync to their file once completed, cutting the need for manual data entry!"}],"markDefs":[{"_key":"a609538a70b2","_type":"link","href":"https://www.cliniko.com/connected-apps/allied-proms/"}],"style":"normal"},{"_key":"c5ac2c6e8907","_type":"block","children":[{"_key":"da6f57b4b6aa0","_type":"span","marks":["strong"],"text":"One more thing"}],"markDefs":[],"style":"h3"},{"_key":"0364027d3044","_type":"block","children":[{"_key":"17c8dcd8dd330","_type":"span","marks":[],"text":"Finally, you might have seen that "},{"_key":"17c8dcd8dd331","_type":"span","marks":["e3f1d926ded9"],"text":"we recently teamed up with Sea Shepherd Australia to launch a t-shirt in honour of Threatened Species Day"},{"_key":"17c8dcd8dd332","_type":"span","marks":[],"text":", with 100% of the proceeds going directly to Sea Shepherd and their Sea Lion Defence Campaign. This is the first time we’ve offered Cliniko merch to anyone outside our team (other than the socks we love to give away at conferences) and the final t-shirts are selling fast. You’ll only be able to get your hands on for a few more weeks, so if you’ve been on the fence about getting one, this is your last chance! Grab your tee, save the seas."}],"markDefs":[{"_key":"e3f1d926ded9","_type":"link","href":"https://shop.seashepherd.org.au/products/for-the-ocean-unisex-tee-white-cliniko-x-sea-shepherd?srsltid=AfmBOorFnlr88Lm_A4sO9unujC5j2fnFhQ7hDDdIcHjTncCZ8ywWlR8q"}],"style":"normal"},{"_key":"3f1590f3be61","_type":"block","children":[{"_key":"5089810450880","_type":"span","marks":[],"text":"Thanks for reading and as always, please reach out to us if you have any questions!"}],"markDefs":[],"style":"normal"},{"_key":"ca3bad217685","_type":"block","children":[{"_key":"8a265a081d8d0","_type":"span","marks":[],"text":""}],"markDefs":[],"style":"normal"}],"category":{"id":"-e85c7eda-c12f-5599-aa9b-0e7391d66d19","title":"Cliniko news & releases","slug":{"current":"news"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"whats-new-with-cliniko-october-2025"}}},{"node":{"title":"Use forms to automatically update your patient details!","image":{"alt":"An illustration of a clipboard with patient information and the refresh and download symbols","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/26dbdcfcded62b0c5c0fb7a37a97bcbed086d01c-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/26dbdcfcded62b0c5c0fb7a37a97bcbed086d01c-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/26dbdcfcded62b0c5c0fb7a37a97bcbed086d01c-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/26dbdcfcded62b0c5c0fb7a37a97bcbed086d01c-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/26dbdcfcded62b0c5c0fb7a37a97bcbed086d01c-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/26dbdcfcded62b0c5c0fb7a37a97bcbed086d01c-1536x1072.png?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/26dbdcfcded62b0c5c0fb7a37a97bcbed086d01c-1536x1072.png?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/26dbdcfcded62b0c5c0fb7a37a97bcbed086d01c-1536x1072.png?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#95ccc7","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/26dbdcfcded62b0c5c0fb7a37a97bcbed086d01c-1536x1072.png","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":"When a patient fills out a form, their details in Cliniko can now be automatically updated. This reduces the need for you to copy data across from one place to another yourself—learn how you can let Cliniko do it for you.\n","subTitle":"The information in your forms can now be connected with the details for each patient to minimise the need for manual data entry.","_rawBody":[{"_key":"0132e107883b","_type":"block","children":[{"_key":"7476046928f30","_type":"span","marks":[],"text":"Your patients’ details in Cliniko can now be automatically updated when they fill out a form! This means that you’ll no longer need to carry across the information from a form into your existing records yourself—Cliniko will do it for you."}],"markDefs":[],"style":"normal"},{"_key":"1aa7582872f1","_type":"block","children":[{"_key":"9e06a3daf8260","_type":"span","marks":[],"text":"This change to Cliniko will save you time when it comes to data entry and reduce the chance of errors in your records. It also creates a smoother experience for your returning patients, as they can simply check and update their existing details, rather than having to fill out a new one from scratch (yet again). You can also customise your forms to ask the specific questions that you want and then connect them, so the most relevant information ends up in your patients’ file.\n"}],"markDefs":[],"style":"normal"},{"_key":"005022e138fa","_type":"block","children":[{"_key":"d70a41a5e54f0","_type":"span","marks":[],"text":"As always, security is our top priority at Cliniko, and this change includes safeguards to protect any sensitive information."}],"markDefs":[],"style":"normal"},{"_key":"81935cf39a51","_type":"block","children":[{"_key":"b7eb487643b70","_type":"span","marks":[],"text":"This is how it works:"}],"markDefs":[],"style":"normal"},{"_key":"bb070521db5c","_type":"block","children":[{"_key":"863c36a375780","_type":"span","marks":["strong"],"text":"⚙️ Automatic updating: "},{"_key":"863c36a375781","_type":"span","marks":[],"text":"you’ll first need to set up your form templates to allow this change, and from then onwards Cliniko will automatically carry across the patient’s data into the relevant section of their details."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"b7de0d965288","_type":"block","children":[{"_key":"9eb822327d740","_type":"span","marks":["strong"],"text":"📝 Pre-filled forms"},{"_key":"9eb822327d741","_type":"span","marks":[],"text":": returning patients will see their existing details (like address, phone number, emergency contact details, gender identity, and pronouns) and can update these from any device, instead of re-entering the same details each time on a fresh form."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"a8b7229c9cb6","_type":"block","children":[{"_key":"819425a3b3360","_type":"span","marks":["strong"],"text":"🔒 Verification"},{"_key":"819425a3b3361","_type":"span","marks":[],"text":": your patients will be asked to complete an easy verification process to ensure that their information is only accessible by them."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"66a584ee386a","_type":"block","children":[{"_key":"e07dd3dd867b0","_type":"span","marks":[],"text":"For more detail, check out "},{"_key":"df9359bb1ba8","_type":"span","marks":["2ef2f7183613"],"text":"our guide"},{"_key":"53318266de17","_type":"span","marks":[],"text":". If you have any questions, please reach out to us!"}],"markDefs":[{"_key":"2ef2f7183613","_type":"link","href":"https://help.cliniko.com/en/articles/10558311-automatically-update-the-patient-record-via-forms"}],"style":"normal"}],"category":{"id":"-e85c7eda-c12f-5599-aa9b-0e7391d66d19","title":"Cliniko news & releases","slug":{"current":"news"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"use-forms-to-automatically-update-your-patient-details"}}},{"node":{"title":"Looking back at our partnership with Beyond the Orphanage","image":{"alt":"A photo of a smiling boy reading a book","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/7fb8a0b1208a97d861c43dc03830a0bb55b9297d-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/7fb8a0b1208a97d861c43dc03830a0bb55b9297d-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/7fb8a0b1208a97d861c43dc03830a0bb55b9297d-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/7fb8a0b1208a97d861c43dc03830a0bb55b9297d-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/7fb8a0b1208a97d861c43dc03830a0bb55b9297d-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/7fb8a0b1208a97d861c43dc03830a0bb55b9297d-1536x1072.png?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/7fb8a0b1208a97d861c43dc03830a0bb55b9297d-1536x1072.png?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/7fb8a0b1208a97d861c43dc03830a0bb55b9297d-1536x1072.png?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#f5a48d","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/7fb8a0b1208a97d861c43dc03830a0bb55b9297d-1536x1072.png","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":"Beyond the Orphanage is a charity that has made a profound impact on the lives of thousands of children in need during its 17 years of operation. Here’s a look back at what they achieved and our partnership with them.","subTitle":"Beyond the Orphanage was our main charitable partner between 2014-2025. While this incredible organisation wrapped up its work earlier this year, its legacy will live on for a long time.","_rawBody":[{"_key":"6ce0c6b146b1","_type":"block","children":[{"_key":"ebf44b25b05e","_type":"span","marks":[],"text":"While the world can feel like a dark place sometimes, there are also people doing incredible good out there—like the folks at Beyond the Orphanage (BTO). From 2014 onwards, this wonderful charity was our main charitable partner. They helped orphaned children, mainly across Nepal and Kenya, placing them in the care of carefully chosen guardians and providing them with access to education, training, and job prospects. In short, BTO allowed vulnerable young people to build a future from devastating circumstances."}],"markDefs":[],"style":"normal"},{"_key":"118994ab9ec2","_type":"block","children":[{"_key":"ef7e3c7c89a50","_type":"span","marks":[],"text":"Geoff Hucker founded the charity in 2007 and kept it running for a remarkable 17 years. From the very beginning, we were blown away by the impact that BTO was making, Geoff’s hands-on approach to leadership, and the organisation’s efficiency with money. Since Cliniko began, our policy has been to donate a percentage of our revenue to charity (first 1% and now 2%), and it was a no-brainer that we wanted to donate to BTO.\n\nEarlier this year, BTO achieved what it set out to do; all its projects were in the hands of local communities—which was always the objective—and so it was time for the charity to start winding down. But the impact that BTO made was profound and they are leaving a legacy that will live on for a long time. "},{"_key":"2c056746ad32","_type":"span","marks":["strong"],"text":"During their years of operation alone, they helped over a thousand children"},{"_key":"00e627a05f97","_type":"span","marks":[],"text":", which is just the immediate impact. The flow-on effect to communities and subsequent generations is unquantifiable."}],"markDefs":[],"style":"normal"},{"_key":"c27746958069","_type":"video","thumbnail":{"_type":"img","alt":"A photo of two smiling girls from Beyond the Orphanage wearing Cliniko t-shirts","asset":{"_id":"image-727d1b4f30d316e83ae8235c44029bc076e7263f-1280x723-jpg","_type":"sanity.imageAsset","_rev":"vF12gM0yBMr0LWTcFTltTl","_createdAt":"2025-05-29T11:12:54Z","_updatedAt":"2025-05-29T11:12:54Z","assetId":"727d1b4f30d316e83ae8235c44029bc076e7263f","extension":"jpg","metadata":{"_type":"sanity.imageMetadata","blurHash":"MEDTVFMf%YU[%J_#Mx%zn$xu.QW8tSyEnm","dimensions":{"_type":"sanity.imageDimensions","aspectRatio":1.7704011065006915,"height":723,"width":1280},"hasAlpha":false,"isOpaque":true,"lqip":"data:image/jpeg;base64,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","palette":{"_type":"sanity.imagePalette","darkMuted":{"_type":"sanity.imagePaletteSwatch","background":"#5e4632","foreground":"#fff","population":4.27,"title":"#fff"},"darkVibrant":{"_type":"sanity.imagePaletteSwatch","background":"#04348c","foreground":"#fff","population":0,"title":"#fff"},"dominant":{"_type":"sanity.imagePaletteSwatch","background":"#047ca4","foreground":"#fff","population":11.31,"title":"#fff"},"lightMuted":{"_type":"sanity.imagePaletteSwatch","background":"#cfdcd9","foreground":"#000","population":10.77,"title":"#000"},"lightVibrant":{"_type":"sanity.imagePaletteSwatch","background":"#88cbdb","foreground":"#000","population":1.77,"title":"#fff"},"muted":{"_type":"sanity.imagePaletteSwatch","background":"#846249","foreground":"#fff","population":7.11,"title":"#fff"},"vibrant":{"_type":"sanity.imagePaletteSwatch","background":"#047ca4","foreground":"#fff","population":11.31,"title":"#fff"}}},"mimeType":"image/jpeg","originalFilename":"Thumbnail BTO thumbnail v2 (2).jpg","path":"images/3rd8yckx/production/727d1b4f30d316e83ae8235c44029bc076e7263f-1280x723.jpg","sha1hash":"727d1b4f30d316e83ae8235c44029bc076e7263f","size":690379,"uploadId":"CIhIeppo4eKuKyhr3fzAla8Ma0EGNb1R","url":"https://cdn.sanity.io/images/3rd8yckx/production/727d1b4f30d316e83ae8235c44029bc076e7263f-1280x723.jpg","filename":"Thumbnail BTO thumbnail v2 (2).jpg","width":1280,"height":723,"placeholderUrl":"https://cdn.sanity.io/images/3rd8yckx/production/727d1b4f30d316e83ae8235c44029bc076e7263f-1280x723.jpg?rect=399,0,482,723&w=%width%&h=%height%&q=80","id":"image-727d1b4f30d316e83ae8235c44029bc076e7263f-1280x723-jpg","children":[],"parent":null}},"url":"https://www.youtube.com/watch?v=DMwoXb8BmZg]"},{"_key":"db0ed197d8fb","_type":"contentDivider"},{"_key":"2c460cedb058","_type":"block","children":[{"_key":"61252cf475890","_type":"span","marks":[],"text":"We recently spoke with Geoff, who shared some reflections about his years with BTO and what the charity has achieved."}],"markDefs":[],"style":"normal"},{"_key":"afdff71db0db","_type":"block","children":[{"_key":"8639252a18020","_type":"span","marks":["strong"],"text":"What legacy is Beyond the Orphanage leaving behind?"}],"markDefs":[],"style":"normal"},{"_key":"8d33ab0b0aad","_type":"block","children":[{"_key":"039c57fbfa9e0","_type":"span","marks":["em"],"text":"Beyond the Orphanage was founded on the guiding principles of fostering independence—not dependence. One of our most meaningful legacies, built alongside our incredible long-term partner Cliniko, has been providing vulnerable young people with a pathway to a brighter future. Many of these children started life on the streets in some of the world’s poorest communities, facing daily hardships most of us could not imagine—even in our worst nightmares."}],"markDefs":[],"style":"normal"},{"_key":"473037766846","_type":"block","children":[{"_key":"0337df5d92160","_type":"span","marks":["em"],"text":"Through access to education, life skills, and consistent support, we've helped thousands of children lay the foundations for a safe, empowered, and independent life. Many are abandoned or double orphans, yet today they are thriving—standing strong thanks to the care and dedication of the community that surrounds them."}],"markDefs":[],"style":"normal"},{"_key":"6c50935a6e22","_type":"block","children":[{"_key":"5902d470ca960","_type":"span","marks":["em"],"text":"Just last week in Kenya, I met Josh—a powerful example of this legacy. Josh was abandoned at a young age and survived the harsh conditions of the Nairobi slums. Over a decade ago, through one of our partner programs, he was brought into care. He worked hard, completed school, went on to university, and is now employed at a leading African bank. He’s nearing the end of his MBA and preparing to begin a PhD."}],"markDefs":[],"style":"normal"},{"_key":"e0b3f10a4e9c","_type":"block","children":[{"_key":"690f96f9c99d0","_type":"span","marks":["em"],"text":"What’s even more inspiring is that young people like Josh often return to give back. They go back to the very communities they came from—not because they have to, but because they want to. They become mentors, role models, and beacons of hope for the next generation."}],"markDefs":[],"style":"normal"},{"_key":"7b54dd237cca","_type":"block","children":[{"_key":"c259ee0dd9d30","_type":"span","marks":["em"],"text":"Equally important is the legacy we've built with our partner programs in Kenya and Nepal. For years, we've worked closely with them to reduce their reliance on international donors—investing in their capacity to generate their own income and sustain their work independently. This focus on financial resilience has been a great success and ensures that their life-changing impact can continue, no matter what happens with global funding."}],"markDefs":[],"style":"normal"},{"_key":"bea1016035ac","_type":"block","children":[{"_key":"b317d620f2120","_type":"span","marks":["em"],"text":"To me, this is the true legacy of Beyond the Orphanage: not just changing lives, but empowering communities to lead lasting transformation, from within."}],"markDefs":[],"style":"normal"},{"_key":"9633f850a0e5","_type":"editorImage","alt":"Photo of BTO founder Geoff Hucker standing on a road","asset":{"_id":"image-d2b256a195e6d6f945d1caaebdfb6aeba59b41b4-960x1280-jpg","_type":"sanity.imageAsset","_rev":"iA9KZ0ZWB8t2WTfr4H804W","_createdAt":"2025-05-28T10:38:05Z","_updatedAt":"2025-05-28T10:38:05Z","assetId":"d2b256a195e6d6f945d1caaebdfb6aeba59b41b4","extension":"jpg","metadata":{"_type":"sanity.imageMetadata","blurHash":"diI5PcsmWBt6%%bIjYWWyDa#ofa#X9azj]oeWBj]WqR*","dimensions":{"_type":"sanity.imageDimensions","aspectRatio":0.75,"height":1280,"width":960},"hasAlpha":false,"isOpaque":true,"lqip":"data:image/jpeg;base64,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","palette":{"_type":"sanity.imagePalette","darkMuted":{"_type":"sanity.imagePaletteSwatch","background":"#5c362b","foreground":"#fff","population":0.29,"title":"#fff"},"darkVibrant":{"_type":"sanity.imagePaletteSwatch","background":"#604929","foreground":"#fff","population":0.24,"title":"#fff"},"dominant":{"_type":"sanity.imagePaletteSwatch","background":"#acc4d3","foreground":"#000","population":10.15,"title":"#fff"},"lightMuted":{"_type":"sanity.imagePaletteSwatch","background":"#acc4d3","foreground":"#000","population":10.15,"title":"#fff"},"lightVibrant":{"_type":"sanity.imagePaletteSwatch","background":"#d8c8a6","foreground":"#000","population":1.37,"title":"#000"},"muted":{"_type":"sanity.imagePaletteSwatch","background":"#9e815d","foreground":"#fff","population":5.83,"title":"#fff"},"vibrant":{"_type":"sanity.imagePaletteSwatch","background":"#d1b08e","foreground":"#000","population":2.03,"title":"#fff"}}},"mimeType":"image/jpeg","originalFilename":"IMG_7471.jpeg","path":"images/3rd8yckx/production/d2b256a195e6d6f945d1caaebdfb6aeba59b41b4-960x1280.jpg","sha1hash":"d2b256a195e6d6f945d1caaebdfb6aeba59b41b4","size":365846,"uploadId":"jxXyjcn0VJ1pDpqOVh2o7M5GyZb7Xn22","url":"https://cdn.sanity.io/images/3rd8yckx/production/d2b256a195e6d6f945d1caaebdfb6aeba59b41b4-960x1280.jpg","filename":"IMG_7471.jpeg","width":960,"height":1280,"placeholderUrl":"https://cdn.sanity.io/images/3rd8yckx/production/d2b256a195e6d6f945d1caaebdfb6aeba59b41b4-960x1280.jpg?rect=54,0,853,1280&w=%width%&h=%height%&q=80","id":"image-d2b256a195e6d6f945d1caaebdfb6aeba59b41b4-960x1280-jpg","children":[],"parent":null},"caption":[{"_key":"ac8b0a66b19d","_type":"block","children":[{"_key":"71adc915f9ff0","_type":"span","marks":[],"text":"BTO founder Geoff Hucker"}],"markDefs":[],"style":"normal"}],"position":"left"},{"_key":"fa6b33b062c8","_type":"block","children":[{"_key":"7ca32fc53ba40","_type":"span","marks":["strong"],"text":"What are you most proud of having achieved through BTO?"}],"markDefs":[],"style":"normal"},{"_key":"0ada60378b98","_type":"block","children":[{"_key":"1757594aa2e00","_type":"span","marks":["em"],"text":"Wow, that’s a tough question. I’m 61 now, with plenty of grey hairs—and I often joke that each one has a story tied to founding and running Beyond the Orphanage. For over 25 years, I’ve worked with some of the world’s most at-risk children, and every grey hair has been worth it a thousand times over."}],"markDefs":[],"style":"normal"},{"_key":"da7817cb88db","_type":"block","children":[{"_key":"e2ac47dedea60","_type":"span","marks":["em"],"text":"When I started Beyond the Orphanage, I faced a lot of criticism. People told me, “You’ll never make a difference,” “What’s the point?” “The problem is too big.” I heard it all. But I believed—and still do—that if we could help just one child, if we could give just one child a chance at a future they otherwise wouldn’t have, it would be worth it."}],"markDefs":[],"style":"normal"},{"_key":"c22a4d4d5208","_type":"block","children":[{"_key":"4624c82e9d670","_type":"span","marks":["em"],"text":"And we’ve done far more than that. Today, we’ve supported thousands of children, helping them build the bright, safe, and independent futures they deserve."}],"markDefs":[],"style":"normal"},{"_key":"38fcc0ad2e56","_type":"block","children":[{"_key":"41f3f58d69130","_type":"span","marks":["em"],"text":"That, to me—and I know to our long-time partner Cliniko as well—is incredibly rewarding. It’s something I’ll always be proud of."}],"markDefs":[],"style":"normal"},{"_key":"9821640d88a0","_type":"contentDivider"},{"_key":"049677102b65","_type":"block","children":[{"_key":"c51d5c3d2ed90","_type":"span","marks":[],"text":"Our partnership with BTO"}],"markDefs":[],"style":"h3"},{"_key":"9137f969d9eb","_type":"block","children":[{"_key":"ca591ff26447","_type":"span","marks":[],"text":"Over the course of our 11-year partnership, we donated just shy of $1.7 million AUD to support BTO’s projects. 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"}],"markDefs":[{"_key":"cf4d43421fc9","_type":"link","href":"https://beyondtheorphanage.org/wp-content/uploads/2023/12/22-23_BTO_ANNUAL-REPORT-FINAL_AUS.pdf"}],"style":"normal"}]},{"_key":"92c56d3a6e32","_type":"block","children":[{"_key":"e772ecf083f8","_type":"span","marks":[],"text":"Our founder, Joel, "},{"_key":"2692f1a1052a1","_type":"span","marks":["d8015f1baf88"],"text":"wrote a while ago about why he was so impressed with BTO"},{"_key":"2692f1a1052a2","_type":"span","marks":[],"text":": “I had the chance to spend a bit of time with Geoff Hucker, the founder of BTO. He is truly an amazing man. This is not a big organisation with lots of process and waste. They are a very small team and run it lean. Geoff himself is regularly visiting Ethiopia, Kenya and Nepal where they run programs and is very hands on in helping the children in need. 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"},{"_key":"68daf538448a5","_type":"span","marks":["5742a115b150"],"text":"Rachel wrote about these experiences in detail"},{"_key":"68daf538448a6","_type":"span","marks":[],"text":", sharing some of the very moving encounters she had with the children that she met."}],"markDefs":[{"_key":"aaecd909c961","_type":"link","href":"https://www.starchildrennepal.org/"},{"_key":"03a7ce2d809c","_type":"link","href":"https://www.facebook.com/sanopaila/"},{"_key":"5742a115b150","_type":"link","href":"https://www.cliniko.com/blog/news/how-cliniko-subscriptions-are-making-an-impact-in-nepal/"}],"style":"normal"},{"_key":"cfbe43519ef0","_type":"video","caption":"A personal thank you video to Cliniko from BTO","url":"https://www.youtube.com/watch?v=y21FMTj01EE"},{"_key":"8ec63c8e43b5","_type":"block","children":[{"_key":"faf8ffecb6a40","_type":"span","marks":[],"text":"Rachel then returned to Pokhara in 2019 "},{"_key":"faf8ffecb6a41","_type":"span","marks":["491627f6d7c4"],"text":"to help launch the EmPower laptop program"},{"_key":"faf8ffecb6a42","_type":"span","marks":[],"text":", a collaboration between Cliniko and BTO. We donated laptops that could be used to teach the children about computer technology and acquire a skillset that would set them up for the future."}],"markDefs":[{"_key":"491627f6d7c4","_type":"link","href":"https://www.cliniko.com/blog/news/beyond-the-orphanage-laptop-project/"}],"style":"normal"},{"_key":"4d86dffa139c","_type":"block","children":[{"_key":"995635519ae10","_type":"span","marks":[],"text":"Rachel still reflects on her experiences witnessing BTO’s work firsthand as lifechanging."}],"markDefs":[],"style":"normal"},{"_key":"e245ccbd10c2","_type":"block","children":[{"_key":"06b1c00701c80","_type":"span","marks":[],"text":"“Working with Beyond the Orphanage and witnessing the EmPower project come to life over the last few years has been nothing short of inspiring. What began as an idea "},{"_key":"06b1c00701c81","_type":"span","marks":["6571c4cb8340"],"text":"developed into a movement that has transformed people’s futures"},{"_key":"06b1c00701c82","_type":"span","marks":[],"text":". It’s difficult to express how much it has changed me to watch these children grow and take charge of their lives. It has been encouraging to see their journey from adversity to hope, and the EmPower project has demonstrated to me what is possible when compassion and action are combined. Overall, working with Beyond the Orphanage has shown me the power of community. Every decision reflects trust, dignity, and the belief that every child deserves more than survival. 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","subTitle":"Here’s your round-up of all the latest Cliniko news.","_rawBody":[{"_key":"02c738456869","_type":"block","children":[{"_key":"db92a60f0a1d0","_type":"span","marks":[],"text":"It’s been a busy few months at Cliniko and we’ve launched several new additions and improvements—all of which can save you considerable time! You can now put more of your patient communications on autopilot using Cliniko, use passkeys to log into your account, and use decimal quantities on your invoices. Here’s the full list of the most recent upgrades to Cliniko."}],"markDefs":[],"style":"normal"},{"_key":"adc62c90caa2","_type":"block","children":[{"_key":"26d36a44f2950","_type":"span","marks":["strong"],"text":"Features"}],"markDefs":[],"style":"h4"},{"_key":"62e7fde29633","_type":"block","children":[{"_key":"3d3e6ead05620","_type":"span","marks":["43290e6689b1"],"text":"Use Cliniko to send your patients multiple pre-appointment reminders and follow up messages"},{"_key":"3d3e6ead05621","_type":"span","marks":[],"text":"! Some major improvements to patient communications in Cliniko lets you put more of your messaging on autopilot and customise your communications to reach the specific people that you want (such as no-shows or those who haven’t rebooked). From helping patients remember their appointments to encouraging them to rebook, these new messaging options are a gamechanger!"}],"level":1,"listItem":"bullet","markDefs":[{"_key":"43290e6689b1","_type":"link","href":"https://fast.wistia.net/embed/iframe/fvqpwulz2k"}],"style":"normal"},{"_key":"e6501ed37027","_type":"block","children":[{"_key":"4011f21e8f710","_type":"span","marks":[],"text":"Whether your invoices need to record the precise hours that you’ve worked, the kilometres you’ve travelled, or the exact amount of stock you’ve sold, "},{"_key":"4011f21e8f711","_type":"span","marks":["eeac53a49738"],"text":"enabling the new calculation method"},{"_key":"4011f21e8f712","_type":"span","marks":[],"text":" allows you to use decimal quantities."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"eeac53a49738","_type":"link","href":"https://www.cliniko.com/blog/news/you-can-now-use-decimal-quantities-on-invoices/"}],"style":"normal"},{"_key":"f0f3747a3e9a","_type":"block","children":[{"_key":"a9a4fc02af0c0","_type":"span","marks":["179ecfb59d65"],"text":"Passkeys have arrived at Cliniko"},{"_key":"a9a4fc02af0c1","_type":"span","marks":[],"text":"! This gives you another option for logging into your Cliniko account that’s extremely secure and once you’ve got it set up, is also the most convenient."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"179ecfb59d65","_type":"link","href":"https://help.cliniko.com/en/articles/10287538-using-passkeys-to-log-into-cliniko-a-detailed-overview"}],"style":"normal"},{"_key":"524fa02c4434","_type":"block","children":[{"_key":"806205e97b440","_type":"span","marks":["dfffba1784c3"],"text":"Administrators can now allow practitioners to create and edit treatment note templates"},{"_key":"806205e97b441","_type":"span","marks":[],"text":"."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"dfffba1784c3","_type":"link","href":"https://help.cliniko.com/en/articles/1023985-create-treatment-note-templates"}],"style":"normal"},{"_key":"383aa64e7640","_type":"block","children":[{"_key":"3e373a71c9bd0","_type":"span","marks":["strong"],"text":"Practice management tips"}],"markDefs":[],"style":"h4"},{"_key":"a2521cc01da7","_type":"block","children":[{"_key":"38a78022ad230","_type":"span","marks":[],"text":"If you’re not exactly sure how a passkey works, "},{"_key":"38a78022ad231","_type":"span","marks":["80384c5fa704"],"text":"here’s a 101 crash course on the topic"},{"_key":"38a78022ad232","_type":"span","marks":[],"text":". We’re answering your frequently asked questions and taking you through why passkeys are excellent for digital security and an easy login option."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"80384c5fa704","_type":"link","href":"https://www.cliniko.com/blog/practice-tips/why-passkeys-are-the-best-option-for-patient-data-security/"}],"style":"normal"},{"_key":"40216b8a1988","_type":"block","children":[{"_key":"76269bae2bbc0","_type":"span","marks":[],"text":"While phone calls are great in many contexts, using this as your primary method of taking patient bookings is not ideal. "},{"_key":"76269bae2bbc1","_type":"span","marks":["4ff8ad1ac6be"],"text":"Read more about why having an online booking system in place can be far more convenient"},{"_key":"76269bae2bbc2","_type":"span","marks":[],"text":" for you and more inclusive for your patients."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"4ff8ad1ac6be","_type":"link","href":"https://www.cliniko.com/blog/practice-tips/why-an-online-booking-system-beats-phone-bookings/"}],"style":"normal"},{"_key":"e0c64d7f36b6","_type":"block","children":[{"_key":"fb1349ddca220","_type":"span","marks":["strong"],"text":"Coffee break reads"}],"markDefs":[],"style":"h4"},{"_key":"c56b3fec3663","_type":"block","children":[{"_key":"f038013ba1ef0","_type":"span","marks":[],"text":"At Cliniko, we’re always striving to be ethical. But what does this mean? "},{"_key":"f038013ba1ef2","_type":"span","marks":["98194389213c"],"text":"Here’s an outline of some of our key values and the ways that we put our money where our mouth is"},{"_key":"f038013ba1ef3","_type":"span","marks":[],"text":"—donating 2% of our revenue to charity and being fully carbon neutral is just the beginning."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"98194389213c","_type":"link","href":"https://www.cliniko.com/blog/work-culture/values-and-ethics-at-cliniko/"}],"style":"normal"},{"_key":"5bc5fc84189a","_type":"block","children":[{"_key":"aa62d3a3623a0","_type":"span","marks":["strong"],"text":"Connected app"}],"markDefs":[],"style":"h4"},{"_key":"0e1e7d9652d3","_type":"block","children":[{"_key":"9e1ba7616c860","_type":"span","marks":["bb79c74d8fe3"],"text":"Cliniscripts"},{"_key":"9e1ba7616c861","_type":"span","marks":[],"text":" offers AI-driven software that can help mental health practitioners transcribe and organise their treatment notes. It can also assist with billing and documentation, reducing the amount of time that goes towards admin."}],"markDefs":[{"_key":"bb79c74d8fe3","_type":"link","href":"https://www.cliniko.com/connected-apps/cliniscripts/"}],"style":"normal"},{"_key":"f6488ceb029c","_type":"block","children":[{"_key":"f0ab96f415bb0","_type":"span","marks":["strong"],"text":"One more thing"}],"markDefs":[],"style":"h4"},{"_key":"7ac0872f69ec","_type":"block","children":[{"_key":"3db93c961be40","_type":"span","marks":[],"text":"Lastly, we were honoured to be included on this year’s Australian Financial Review BOSS Best Places to Work list! They chatted to our founder, Joel, about our "},{"_key":"aa375a3cf531","_type":"span","marks":["6544e782ac76"],"text":"work culture"},{"_key":"b69f828b91df","_type":"span","marks":[],"text":"! 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","_rawBody":[{"markDefs":[],"children":[{"marks":[],"text":"Whether it’s our customer support, software development, or content creation, we’re a group of humans working hard to make Cliniko the best it can be. In this series, we’d like to introduce you to some of the faces on the team who make it all happen.","_key":"2fd16f1f90c00","_type":"span"}],"_type":"block","style":"normal","_key":"9e7b8d08effc"},{"markDefs":[{"href":"https://www.cliniko.com/blog/work-culture/how-cliniko-does-customer-support/","_key":"366ce88ee31c","_type":"link"}],"children":[{"_type":"span","marks":["366ce88ee31c"],"text":"Our support team (or “supps” as we call them)","_key":"43b42bd416fe0"},{"_type":"span","marks":[],"text":" are a group of 23 dedicated people around the globe who are on hand to answer your Cliniko questions almost anytime. These folks come from varied backgrounds and bring a whole range of diverse knowledge to the team, but the one thing that’s consistent is that they’re friendly, able to put themselves in your shoes, and genuinely keen to help.","_key":"43b42bd416fe1"}],"_type":"block","style":"normal","_key":"46798d9d0a70"},{"_key":"9e578caa786a","markDefs":[],"children":[{"_type":"span","marks":["strong"],"text":"Meet Jasmin","_key":"df01fdb764370"}],"_type":"block","style":"h4"},{"_key":"00cc056772cc","markDefs":[],"children":[{"_type":"span","marks":[],"text":"If you’ve ever written to us wanting help with Cliniko, you might’ve chatted to Jasmin. She’s usually based in Adelaide, Australia, though she has been known to hop around the globe in search of sunny weather—running shoes and a stack of books in tow.","_key":"4638c0cbc9720"}],"_type":"block","style":"normal"},{"children":[{"_type":"span","marks":[],"text":"Before joining the team in 2023, Jasmin spent six years in the South Australian police force. “We all know how good shift work is for your body,” she jokes. “It's really nice to have a routine and my circadian rhythm not totally played with.” And while she acknowledges that working at Cliniko is very different to the day-to-day experience of being a cop, she enjoys the feeling of being useful. “I know it's a bit cliché, but coming from a background of helping people, it’s lovely to be able to still do that at Cliniko,” she says.","_key":"ccec33943cf60"}],"_type":"block","style":"normal","_key":"f6d21439a85c","markDefs":[]},{"markDefs":[],"children":[{"_type":"span","marks":["strong"],"text":"A typical workday for Jasmin","_key":"47bfa5a3192d0"}],"_type":"block","style":"h4","_key":"9217d74ac11f"},{"_type":"block","style":"normal","_key":"3eb4fa07d7fa","markDefs":[],"children":[{"marks":[],"text":"Cliniko’s work culture has a strong emphasis on flexible hours. For an early bird like Jasmin, this typically means an early start and an early finish. “In summer, because the sun rises a lot earlier, I'll usually get up and go for a beach walk, get a coffee, and then I'm home in time for a 7.30am start. I tend to work in a block, so I'll work until 1.30pm, then I have my afternoon free to do whatever I want. I feel like I still have a whole day to do things after work. Depending on the weather, I'll finish up and either go to the gym, for a run or a walk, or read my book, then see friends or organise dinner. It's pretty good.”","_key":"4966dbc125f00","_type":"span"}]},{"style":"normal","_key":"b5d21ba0e9e7","markDefs":[],"children":[{"_type":"span","marks":[],"text":"As we’re a fully remote company, there’s no office to be at and this means that the team can work from anywhere. This is something that Jasmin also appreciates. “On days when the weather is sunny, I'm not spending all day inside,” she says. “Today I'm working from the beach because it's a glorious day and I can!”","_key":"45439bd926ec0"}],"_type":"block"},{"children":[{"text":"What happens behind the scenes when you write in","_key":"22a8ce02e07f0","_type":"span","marks":["strong"]}],"_type":"block","style":"h4","_key":"7b0eb17ae810","markDefs":[]},{"_key":"14150cf4a680","markDefs":[],"children":[{"_key":"7054337f127c0","_type":"span","marks":[],"text":"So what occurs on our end when you write in with a question? Intercom is the software that we use for customer support and when someone writes in, their query (or “ticket”) lands in a big inbox that all the support team can access. “From there, everyone can look at the one ticket or one person can look at it, but we’ll slowly filter through responding,” Jasmin explains. “I’ll read a customer’s query and either start answering or ask them questions if I’m not entirely sure what they mean.”"}],"_type":"block","style":"normal"},{"children":[{"_key":"e732d8ecc1cc0","_type":"span","marks":[],"text":"Sometimes members of the team who are in the same time zone will jump onto a group call or a “huddle” to use Slack’s terminology (Slack is our team’s communication platform) just to chat while they work. “We’re not talking the whole time,” Jasmin says. “But if a tricky ticket comes in, we’ll discuss it and at least you’re talking, not just typing the whole time.” Having social elements in the workday helps a lot for an online company like ours."}],"_type":"block","style":"normal","_key":"c641f8370ce5","markDefs":[]},{"markDefs":[{"_type":"link","href":"https://www.lastpass.com/","_key":"fd50e2eac082"},{"_type":"link","href":"https://1password.com/","_key":"6ff448f19d33"}],"children":[{"_type":"span","marks":[],"text":"Tickets can vary. While there are some issues that frequently arise, like people forgetting their password (pssst, get yourself a password manager like ","_key":"02fbc62bcad20"},{"_key":"02fbc62bcad21","_type":"span","marks":["fd50e2eac082"],"text":"LastPass"},{"_type":"span","marks":[],"text":" or ","_key":"02fbc62bcad22"},{"_type":"span","marks":["6ff448f19d33"],"text":"1Password","_key":"02fbc62bcad23"},{"text":", folks!) sometimes a customer’s problem can be a bit unusual. “There can be some odd ones as well,” Jasmin says. For example, on occasion something as seemingly simple as using a different browser can impact a customer’s experience with Cliniko, which means that the supps are always thinking on their feet and trying to solve problems quickly and efficiently.","_key":"02fbc62bcad24","_type":"span","marks":[]}],"_type":"block","style":"normal","_key":"3285fab2cf93"},{"children":[{"marks":[],"text":"Sometimes, however, an issue requires our software developers’ input to resolve it. “That's the hardest part of the job,” Jasmin admits. “When you've got something that's tricky and you’ve tried troubleshooting so many different things and then you have to tell the customer they’ll need to wait for our developers to have a look into it. It's never what you want to say.”","_key":"3811049255710","_type":"span"}],"_type":"block","style":"normal","_key":"da1108b6753f","markDefs":[]},{"markDefs":[],"children":[{"text":"What does she love about the job?","_key":"6618e5097dc00","_type":"span","marks":["strong"]}],"_type":"block","style":"h4","_key":"b857c30cfc71"},{"children":[{"_type":"span","marks":[],"text":"Luckily, the job has more gratifying moments than demoralising ones. “It's definitely the most rewarding when you can help someone who is really stressed,” Jasmin shares. “Most of the time that happens when people can't log in—which is why we get back to them the quickest, because we know they need access to Cliniko. It feels really meaningful to be able to help.”","_key":"c61091e7da610"}],"_type":"block","style":"normal","_key":"3854e0408a44","markDefs":[]},{"_key":"0b63ee13394b","markDefs":[],"children":[{"_key":"7f2e331609850","_type":"span","marks":[],"text":"“But it's always the most fun when you get a bit of back and forth with the customer. I know they’re working, and I am too, but it's great when someone cracks a joke, or I do, and then they keep responding. It makes my day better, and I hope it makes theirs a bit better as well. We’re communicating online, so it’s a nice reminder that we’re all human. It’s not like I'm talking to a robot either—I'm talking to a real human in their clinic. It makes a big difference, having human connection.”"}],"_type":"block","style":"normal"},{"style":"normal","_key":"b57345961d2a","markDefs":[{"_type":"link","href":"https://www.cliniko.com/blog/work-culture/values-and-ethics-at-cliniko/","_key":"70b3c4738b00"}],"children":[{"_type":"span","marks":[],"text":"And that sentiment is at the heart of how we approach everything at Cliniko. Whether it’s trying to make the world a slightly better place through ","_key":"5dbf7db9b2160"},{"_type":"span","marks":["70b3c4738b00"],"text":"our charitable donations","_key":"5dbf7db9b2161"},{"_key":"5dbf7db9b2162","_type":"span","marks":[],"text":", investing in our human team rather than outsourcing jobs to AI, or our approach to customer service, we strongly believe in the value of the human."}],"_type":"block"},{"markDefs":[],"children":[{"text":"\n","_key":"54c4def95f5b0","_type":"span","marks":[]}],"_type":"block","style":"normal","_key":"421f7cfc3179"}],"category":{"id":"-3d8236a9-7f59-580b-8d0d-20ae5259ec1d","title":"Work culture","slug":{"current":"work-culture"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"humans-of-cliniko-jasmin-from-customer-support"}}},{"node":{"title":"Why you shouldn't use ChatGPT in your job applications","image":{"alt":"An illustration of a robot running","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/111cac44c98c11fdbb8e44ca931f5012b70698e0-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/111cac44c98c11fdbb8e44ca931f5012b70698e0-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/111cac44c98c11fdbb8e44ca931f5012b70698e0-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/111cac44c98c11fdbb8e44ca931f5012b70698e0-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/111cac44c98c11fdbb8e44ca931f5012b70698e0-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/111cac44c98c11fdbb8e44ca931f5012b70698e0-1536x1072.png?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/111cac44c98c11fdbb8e44ca931f5012b70698e0-1536x1072.png?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/111cac44c98c11fdbb8e44ca931f5012b70698e0-1536x1072.png?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#0bc0db","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/111cac44c98c11fdbb8e44ca931f5012b70698e0-1536x1072.png","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":"Love it or hate it, AI is here in a big way. But whatever your thoughts on it, using it isn’t your best strategy if you’re applying for a job at Cliniko!","subTitle":"When you’re trying to stand out from the crowd, using AI doesn’t give you the edge that you might think it does—at least not if you’re applying to Cliniko.","_rawBody":[{"_key":"133a5aa9731d","_type":"block","children":[{"_key":"5a5493862d0e0","_type":"span","marks":[],"text":"Whenever there’s a job opening at Cliniko, we tend to get flooded with applications. For our last hiring round in July, a whopping 12,168 people threw their hats in the ring! It’s humbling that so many folks want to work here, and we know that applying for jobs is time-consuming, so our team always takes time to carefully review everything we receive (you can "},{"_key":"5a5493862d0e1","_type":"span","marks":["c98a9606e3bc"],"text":"read more about our hiring process here"},{"_key":"5a5493862d0e2","_type":"span","marks":[],"text":"). But amongst the many incredible applications—and there were plenty of them—we also noticed something else: the unmistakable voice of ChatGPT."}],"markDefs":[{"_key":"c98a9606e3bc","_type":"link","href":"https://www.cliniko.com/blog/work-culture/how-unconventional-hiring-works-for-Cliniko/"}],"style":"normal"},{"_key":"eb757b6caa97","_type":"block","children":[{"_key":"1bea707e11cd0","_type":"span","marks":[],"text":"The use of AI in job applications has been on the rise for a couple of years now, but this year it was at a whole new level. Although we strongly recommended in our hiring adverts not to turn to ChatGPT, recently many people have taken to doing it anyway. And it almost always works against them. The reason we advise against relying on AI isn’t just us being crotchety; it markedly lowers the quality of your application."}],"markDefs":[],"style":"normal"},{"_key":"c44dbcc987f3","_type":"block","children":[{"_key":"d6d2ebf3e0ee0","_type":"span","marks":[],"text":"We can’t speak for every workplace, of course—these are just our thoughts on what works for us. But if you’ve wondered how we think and what we look for when we have a job opening at Cliniko, this is what you need to know!"}],"markDefs":[],"style":"normal"},{"_key":"5d41674d045a","_type":"block","children":[{"_key":"391be4bf9b070","_type":"span","marks":["strong"],"text":"Why we don’t like AI in job applications"}],"markDefs":[],"style":"h3"},{"_key":"ee3bd116234e","_type":"block","children":[{"_key":"1efbe0b38b9b0","_type":"span","marks":[],"text":"\n"},{"_key":"c7a840d7bb3c","_type":"span","marks":["strong"],"text":"It's recognisable\n\n"},{"_key":"dfe170f72273","_type":"span","marks":[],"text":"We can usually tell straight away when you’ve used AI. It’s hard to outfox us on this one. And no, it isn’t because you used a random em dash somewhere (we’re actually quite fond of an em dash around here). ChatGPT has a distinctive writing style; it’s easily recognisable, as well as being the definition of charmless. Even if you’ve “just” used it for structure, it’s glaringly obvious. When we’ve specifically signalled that we don’t like AI-generated answers in our position description, is this really your strongest play?"}],"markDefs":[],"style":"normal"},{"_key":"014700df6fed","_type":"block","children":[{"_key":"463b28b884a70","_type":"span","marks":["strong"],"text":"\nIt isn’t original"}],"markDefs":[],"style":"normal"},{"_key":"deb3eff436c9","_type":"block","children":[{"_key":"ee8fe87ec0b3","_type":"span","marks":[],"text":"Given the volume of applications that we receive, even if you tweak what ChatGPT spits out, your end result is still going to look remarkably similar to the literally thousands of other people who did precisely the same thing. When so many people are using an identical block of text as their base or even their skeleton structure, you simply can’t get far away enough from it to be original. It’s like everyone using the same Instagram filter on their photographs—it all ends up looking very generic."}],"markDefs":[],"style":"normal"},{"_key":"1b688bfd2243","_type":"block","children":[{"_key":"9a347a77f0da0","_type":"span","marks":[],"text":"For example as part of the application process for our most recent hiring round, we asked folks to write up a mock support answer in response to this prompt:\n\n"},{"_key":"9a347a77f0da1","_type":"span","marks":["em"],"text":"A potential customer has sent us an email. They are a large business of 28 practitioners but will only sign up with us if we'll offer them a discount. We don't do discounts for anyone, as it's important to us that we are fair and transparent with our pricing. All our customers are on our standard pricing plans. Please write the response you'd send to this potential customer."}],"markDefs":[],"style":"normal"},{"_key":"009d348c4dc3","_type":"block","children":[{"_key":"2ff613c62bfb0","_type":"span","marks":[],"text":"One of the giveaways of a ChatGPT response was to congratulate the customer on having grown their business to 28 practitioners. When you think about it, this is a strange thing to say; it’s irrelevant to the customer’s query, a touch obsequious, and not really a statement that most humans would make organically."}],"markDefs":[],"style":"normal"},{"_key":"aafa50f0a1c8","_type":"block","children":[{"_key":"f50489e54ded0","_type":"span","marks":[],"text":"Yet here are just a few of the thousands of variations of this statement that we received:"}],"markDefs":[],"style":"normal"},{"_key":"e3639245b9e7","_type":"block","children":[{"_key":"83ad483117a50","_type":"span","marks":[],"text":"I see that you have 28 practitioners you’d like to sign with us? That’s amazing! It’s clear you have a sound business plan."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"7d8a0013e8b9","_type":"block","children":[{"_key":"ef7141fe443c0","_type":"span","marks":[],"text":"We’re thrilled to connect with a top-notch practice like yours, with 28 amazing doctors and nurses."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"90c95b7402da","_type":"block","children":[{"_key":"f7a5d3503eb80","_type":"span","marks":[],"text":"First of all, congratulations on building a team of 28 practitioners—that’s a major achievement! Growing to this size takes vision, commitment, and a strong operational foundation."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"3cc86ee2e277","_type":"block","children":[{"_key":"500d99b8a95a0","_type":"span","marks":[],"text":"28 practitioners in your business! Wow! That’s incredible growth and what an impact you must make."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"7f607958c91e","_type":"block","children":[{"_key":"628453ea6aa10","_type":"span","marks":[],"text":"We’re thrilled to hear you’re considering Cliniko for your team of 28 practitioners, what a powerhouse of a practice."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"d319780ea5e0","_type":"block","children":[{"_key":"13ea5502a7600","_type":"span","marks":[],"text":"We are delighted to know your interests in Cliniko’s services for your esteemed business of 28 practitioners."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"8314344c5f97","_type":"block","children":[{"_key":"2ddd65a0aa8f0","_type":"span","marks":[],"text":"Wow, 28 practitioners! That is an incredible team!"}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"38b7346d4a76","_type":"block","children":[{"_key":"7547b7bf6bc80","_type":"span","marks":[],"text":"As you can see, there’s a clear similarity between the tone of these answers. And none of them are good."}],"markDefs":[],"style":"normal"},{"_key":"27acf72dd50e","_type":"block","children":[{"_key":"6b3e1acfc07c0","_type":"span","marks":["strong"],"text":"\nIt doesn’t set you up well for our workplace"}],"markDefs":[],"style":"normal"},{"_key":"9c0d45384fcf","_type":"block","children":[{"_key":"f846631707de","_type":"span","marks":[],"text":"We don’t rely on AI in our workplace, so it doesn’t make a lot of sense to us when people use it in their applications. For starters, if we used AI to do the work, then we wouldn’t be hiring humans for the role! But it’s also self-defeating to use it in your application because if you were successful and got the job, you wouldn’t be using it in your day-to-day life at Cliniko anyway."}],"markDefs":[],"style":"normal"},{"_key":"7c6247132150","_type":"block","children":[{"_key":"ad131f0baedf0","_type":"span","marks":["strong"],"text":"What to do instead"}],"markDefs":[],"style":"h3"},{"_key":"89272d26f205","_type":"block","children":[{"_key":"9a778999b5c70","_type":"span","marks":[],"text":"Rather than resorting to AI, if you’re looking to get a job with Cliniko, here’s what we’d recommend doing instead. You’ll also find some words of wisdom from Bobbie and Lily, two of our most recent additions to the support team, who share how they successfully made it through the hiring process."}],"markDefs":[],"style":"normal"},{"_key":"f9c8a9808d30","_type":"block","children":[{"_key":"a09f5c9779f00","_type":"span","marks":["strong"],"text":"\nRead the advert clearly"}],"markDefs":[],"style":"normal"},{"_key":"8ae0f192bc61","_type":"block","children":[{"_key":"93d185a0d9450","_type":"span","marks":[],"text":"We give clear pointers as to what we’re looking for in our job description. If we’ve said don’t use AI, we mean it! We also ask people not to submit resumes for a reason, so regurgitating your corporate successes isn’t a great idea either."}],"markDefs":[],"style":"normal"},{"_key":"4ebc1c62ee66","_type":"block","children":[{"_key":"f6e833083e1d0","_type":"span","marks":[],"text":"Bobbie did her homework and learned, not just about Cliniko the product but also Cliniko the company:"},{"_key":"f6e833083e1d1","_type":"span","marks":["strong"],"text":" “"},{"_key":"f6e833083e1d2","_type":"span","marks":[],"text":"I was basically doing my research to understand the company as well as I could and be sure that a) I would enjoy working there and b) I could see what value I would be bringing to the table.” We think this is great advice! Whether you’re a match for us isn’t the only thing to consider; it’s also crucial to ask yourself whether we’re the right match for you."}],"markDefs":[],"style":"normal"},{"_key":"c611f5d0888f","_type":"block","children":[{"_key":"5fa8fb78ab2c0","_type":"span","marks":["strong"],"text":"\nBe engaging"}],"markDefs":[],"style":"normal"},{"_key":"160fb61d6474","_type":"block","children":[{"_key":"89f139fd52ef0","_type":"span","marks":[],"text":"When you’re up against 12,167 other people, your application needs to show some personality if you want to stand out from the crowd. You don’t need to put on a performance or use gimmicks to get our attention; just be as natural as you can and give us a reason to take you through to the next stage. The “about me” section (which is a staple across all our jobs) really needs to shine. Think of this as our first meeting with you. It’s a chance to build some rapport with us and show us who you are—make us want to keep reading. It’s a unique job, so show us a unique application!"}],"markDefs":[],"style":"normal"},{"_key":"8a2d0e3f39a7","_type":"block","children":[{"_key":"d61b7a2f19a00","_type":"span","marks":[],"text":"Bobbie was determined to be herself throughout the process and it worked in her favour. “Oftentimes I ask a family member to read over my applications for things I care a lot about (my writing style has been called “flowery” by my dear family in the past!),” she says. “But this time, I thought, ‘I’m just going to be exactly me, let my light, my voice, my floweriness, all stay exactly as they naturally are. If they like it, great. If not, not.’ Being myself in that first round set the tone for the whole process. With every other round that came, it wasn't a question of ‘am I good enough?’, it was a question of ‘does what I bring to the table match what this crew wants to have on their table?’” Bobbie is spot on. "},{"_key":"d61b7a2f19a01","_type":"span","marks":["bef3746fa60f"],"text":"Authenticity is very important to us at Cliniko"},{"_key":"d61b7a2f19a02","_type":"span","marks":[],"text":", so we’re always looking to get a sense of who you genuinely are if you’re applying for a job."}],"markDefs":[{"_key":"bef3746fa60f","_type":"link","href":"https://www.cliniko.com/blog/work-culture/authenticity-in-the-workplace/"}],"style":"normal"},{"_key":"61e812193508","_type":"block","children":[{"_key":"7330b21e79f5","_type":"span","marks":["strong"],"text":"\nDemonstrate some effort"}],"markDefs":[],"style":"normal"},{"_key":"c0e42c874ecb","_type":"block","children":[{"_key":"5aff2d4b34e4","_type":"span","marks":[],"text":"The job market is tough, and we know it can be hard to put a mountain of effort into one application when you’re applying for a bunch of roles and up against stiff competition. But if you’re genuinely interested in a job with Cliniko, a low-effort application won’t get you anywhere. Keep in mind that our team reads every single application we get; you’re not going into a slush pile that an AI program will mine for key words—multiple humans will review and consider what you’ve put together. For us, effort means that you’ve taken the time to read our website, do some research, and tailor your application to what we’ve asked. Writing that’s riddled with typos and bad grammar isn’t a great look either."}],"markDefs":[],"style":"normal"},{"_key":"84f3956d83e5","_type":"block","children":[{"_key":"55cf3ab7ed380","_type":"span","marks":[],"text":"Lily found a sweet spot in her application between talking about her work background while also bringing in her personal achievements and goals. But getting that balance right didn’t come without effort. “I went back and forth so many times writing that initial “about me” section, trying to find the right balance of authenticity and experience,” she recalls. “In hindsight, I wish I'd been a bit more personable (this is me being super critical as I got the job). But when I read that application back, knowing what I now know about Cliniko, it almost feels too formal. I did try and throw a little joke in there at the end to get my sense of humour across, however, that joke was never acknowledged at any point during the process going forward, so I can only assume it went down like a bloody dad joke. Still, I wanted to leave a lasting impression, good or bad dad joke I suppose!” The hard work paid off with what Lily wrote. And never be afraid to throw in a dad joke—we’re here for it!"}],"markDefs":[],"style":"normal"},{"_key":"1a44215907df","_type":"block","children":[{"_key":"ed1c5e5f04c00","_type":"span","marks":["strong"],"text":"\nDon’t rush"}],"markDefs":[],"style":"normal"},{"_key":"cb2bdce8b0d1","_type":"block","children":[{"_key":"7010693e1b4d0","_type":"span","marks":[],"text":"Take your time with your application and don’t just apply for the sake of applying. That will almost never get you the job, and it’s not a good use of our time or yours. Lily admits to being painstaking across all stages of her application. “I took my time,” she says, “I'm so glad I did, because there were moments when I thought I'd finished but after rereading it, I'd find sections that weren’t quite right, or where more accurate information could have been added.”"}],"markDefs":[],"style":"normal"},{"_key":"d33eb966e43b","_type":"block","children":[{"_key":"d042c1d8d8eb0","_type":"span","marks":[],"text":"We hope this helps. Whether you’re applying for a job at Cliniko or somewhere else, we wish you the best of luck."}],"markDefs":[],"style":"normal"},{"_key":"a6414a5c3d08","_type":"block","children":[{"_key":"0320cc74024b0","_type":"span","marks":[],"text":"\n"}],"markDefs":[],"style":"normal"}],"category":{"id":"-3d8236a9-7f59-580b-8d0d-20ae5259ec1d","title":"Work culture","slug":{"current":"work-culture"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"why-you-shouldnt-use-chatgpt-in-your-job-applications"}}},{"node":{"title":"Want to offer good customer support? Don’t turn to AI.","image":{"alt":"An illustration of a robot with glitching speech bubbles","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/33ca72237c5f074f6147723b6595e28ef34773ac-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/33ca72237c5f074f6147723b6595e28ef34773ac-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/33ca72237c5f074f6147723b6595e28ef34773ac-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/33ca72237c5f074f6147723b6595e28ef34773ac-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/33ca72237c5f074f6147723b6595e28ef34773ac-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/33ca72237c5f074f6147723b6595e28ef34773ac-1536x1072.png?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/33ca72237c5f074f6147723b6595e28ef34773ac-1536x1072.png?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/33ca72237c5f074f6147723b6595e28ef34773ac-1536x1072.png?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#1488a4","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/33ca72237c5f074f6147723b6595e28ef34773ac-1536x1072.png","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":"We recently tested an AI tool to see whether it could help our support team perform their jobs more efficiently . . . As it turns out, it couldn’t! This is what happened instead.","subTitle":"We recently trialled an AI tool to see if it could help our support team. After two weeks, we couldn’t get rid of it fast enough. From poor writing to inaccuracies, this is what went wrong.","_rawBody":[{"_key":"1846a8110597","_type":"block","children":[{"_key":"18b8196d915d0","_type":"span","marks":[],"text":"While people often say that customer support is an ideal place to use AI, we strongly disagree that it’s good enough yet. And if you’ve ever gone ten rounds begging a chatbot to connect you with a human, you’ll understand why."}],"markDefs":[],"style":"normal"},{"_key":"15062c481e10","_type":"block","children":[{"_key":"9922f3a50b170","_type":"span","marks":[],"text":"We recently doubled down on offering human support and even had a recent hiring round to expand our team. This means we’ve now got 23 people working on support for us, based all around the world. We’ve discussed "},{"_key":"9922f3a50b171","_type":"span","marks":["3cafbe3ac9e1"],"text":"our approach to customer support"},{"_key":"9922f3a50b172","_type":"span","marks":[],"text":" before, but with so many companies leaning into AI as “the way of the future”, we’re quite happy to be going against the grain—at least for now. For us, it’s all about the human touch."}],"markDefs":[{"_key":"3cafbe3ac9e1","_type":"link","href":"https://www.cliniko.com/blog/work-culture/how-cliniko-does-customer-support/"}],"style":"normal"},{"_key":"86bcf8a37654","_type":"block","children":[{"_key":"85ed91dc16f20","_type":"span","marks":["strong"],"text":"Why we don’t think AI belongs in customer support yet"}],"markDefs":[],"style":"h2"},{"_key":"1645b37d6c5a","_type":"block","children":[{"_key":"44abdab58338","_type":"span","marks":["strong"],"text":"The quality of an AI response is poor"}],"markDefs":[],"style":"h3"},{"_key":"16ddb2da1b43","_type":"block","children":[{"_key":"6643297ab3770","_type":"span","marks":[],"text":"This one goes without saying. Is there anyone out there who’d rather explain a complicated problem to a chatbot rather than a person? AI can’t understand what you’re telling it—it can only regurgitate data, and not even with guaranteed accuracy."}],"markDefs":[],"style":"normal"},{"_key":"b49545a59c24","_type":"block","children":[{"_key":"7bf97463b2920","_type":"span","marks":["strong"],"text":"There’s too much potential for inaccuracies"}],"markDefs":[],"style":"h3"},{"_key":"b44a3f455660","_type":"block","children":[{"_key":"1472041b9aaa0","_type":"span","marks":[],"text":"AI is notorious for hallucinating and giving misinformation with a lot of swagger and confidence. Being led astray by a chatbot that’s supposed to be providing the answers is the last thing that we want for someone wanting help with Cliniko!"}],"markDefs":[],"style":"normal"},{"_key":"78ca1024b642","_type":"block","children":[{"_key":"0f6313a8e9310","_type":"span","marks":["strong"],"text":"What about AI as a behind-the-scenes tool?"}],"markDefs":[],"style":"h2"},{"_key":"6280a6831818","_type":"block","children":[{"_key":"e55da16e17550","_type":"span","marks":[],"text":"Our founder, Joel, spoke more about "},{"_key":"e55da16e17551","_type":"span","marks":["16638288770a"],"text":"our approach to AI"},{"_key":"e55da16e17552","_type":"span","marks":[],"text":" last year and why we tread cautiously around it. But as a tech company, we’re also always keen to try out the latest tools and we’re constantly evaluating whether AI can be useful—to both our team and our customers. So when Intercom (which is the online platform that we use to provide customer support) offered us a trial of their latest AI offering, “Copilot”, we were interested to check it out."}],"markDefs":[{"_key":"16638288770a","_type":"link","href":"https://www.cliniko.com/blog/news/our-current-stance-on-ai-at-cliniko/"}],"style":"normal"},{"_key":"fe112b65964f","_type":"block","children":[{"_key":"5c3e56c6608c0","_type":"span","marks":["strong"],"text":"What we trialled"}],"markDefs":[],"style":"h2"},{"_key":"d57a736e5a44","_type":"block","children":[{"_key":"553b7f809a050","_type":"span","marks":[],"text":"Intercom advertises Copilot as “the personal AI assistant for every support agent.” It doesn’t interact with customers; it’s an exclusively behind-the-scenes tool that’s intended to help the people providing support."}],"markDefs":[],"style":"normal"},{"_key":"4e89b867d33e","_type":"block","children":[{"_key":"6c104c0d24880","_type":"span","marks":[],"text":"The way it works is simple. Whoever is using it can ask it questions related to a customer inquiry and Copilot creates an answer that (at least in theory) our team could edit and use as the basis of a response to a customer."}],"markDefs":[],"style":"normal"},{"_key":"94422bcba03f","_type":"block","children":[{"_key":"6e0528d607940","_type":"span","marks":[],"text":"Like any Large Language Model (LLM), we needed to train it—so we fed it our entire support guides and the last 3 months of customer conversations. In other words, it was trained on the most up-to-date information possible about Cliniko."}],"markDefs":[],"style":"normal"},{"_key":"a364803bba6c","_type":"block","children":[{"_key":"8342814c37c00","_type":"span","marks":[],"text":"For two weeks, we trialled it. None of us are using it anymore."}],"markDefs":[],"style":"normal"},{"_key":"046610354399","_type":"block","children":[{"_key":"9c68c3bff9490","_type":"span","marks":["strong"],"text":"Why we disliked Copilot"}],"markDefs":[],"style":"h2"},{"_key":"f17623711b8f","_type":"block","children":[{"_key":"ccaa50d5b7e90","_type":"span","marks":["strong"],"text":"Low quality writing"}],"markDefs":[],"style":"h3"},{"_key":"27d308bf9451","_type":"block","children":[{"_key":"311f114db44c0","_type":"span","marks":[],"text":"For the most part, the answers generated by Copilot were accurate, but we’d still end up rewriting them from scratch. AI has a recognisable voice and tends to give responses that are wordy and convoluted. Copilot would regularly spit out answers that were 3-4 paragraphs long, when a human would convey the same information in 3-4 sentences. When it comes to tech support, it’s essential that we can give clear and concise instructions; busy practitioners using Cliniko don’t have time for anything else!"}],"markDefs":[],"style":"normal"},{"_key":"5282bf62c234","_type":"block","children":[{"_key":"ceaccdd73eee0","_type":"span","marks":[],"text":"Unfortunately, however, Copilot is a one trick pony—wordy is all it can do. The software even comes with a button that allows you to “adjust tone” and one of the options they provide for this is “friendly”. Interestingly, when you click this, it simply adds more words. Not helpful."}],"markDefs":[],"style":"normal"},{"_key":"8678071c2979","_type":"block","children":[{"_key":"db30d699c93f0","_type":"span","marks":[],"text":"For example, when answering the question “how do I re-send a confirmation email?” this is how Copilot responded."}],"markDefs":[],"style":"normal"},{"_key":"37478a52999a","_type":"block","children":[{"_key":"58c84ac412a80","_type":"span","marks":[],"text":"Firstly, here’s an example of the “normal” tone (46 words):"}],"markDefs":[],"style":"normal"},{"_key":"4089e8b7b5e4","_type":"chatGPTQuote","answer":[{"_key":"95ad0a8b0cb2","_type":"block","children":[{"_key":"31c87ec79a37","_type":"span","marks":[],"text":"For appointment confirmation emails (not reminders), you can trigger a new confirmation by dragging the appointment to a different time slot and then back to the original slot. This will send a new confirmation email after a short delay, but this does not apply to reminders."}],"markDefs":[],"style":"normal"}],"prompt":"How do I re-send a confirmation email?"},{"_key":"66692d876f11","_type":"block","children":[{"_key":"8f65d93c33fc0","_type":"span","marks":[],"text":"And this is its “friendly” tone” (60 words):"}],"markDefs":[],"style":"normal"},{"_key":"29ab9a70bdc7","_type":"chatGPTQuote","answer":[{"_key":"d1396164c444","_type":"block","children":[{"_key":"ef50d0ee9344","_type":"span","marks":[],"text":"For appointment confirmation emails (not reminders), we have another helpful tip for you. Simply drag the appointment to a different time slot and then back to the original slot. This will trigger a new confirmation email after a short delay. Please note that this does not apply to reminder emails. We hope this information helps! Have a great day ahead."}],"markDefs":[],"style":"normal"}],"prompt":"How do I re-send a confirmation email?"},{"_key":"6f7247ab101b","_type":"block","children":[{"_key":"86a24cb3decf0","_type":"span","marks":[],"text":"Aside from adding 14 unnecessary words, the “friendly” answer also sounds weird and unnatural!"}],"markDefs":[],"style":"normal"},{"_key":"59a528458a3a","_type":"block","children":[{"_key":"4749616075680","_type":"span","marks":["strong"],"text":"Giving wrong answers"}],"markDefs":[],"style":"h3"},{"_key":"a50ff187c07d","_type":"block","children":[{"_key":"c0276be9cac30","_type":"span","marks":[],"text":"There were other occasions when Copilot was just outright wrong. Despite being trained on the most up-to-date information we could provide, it still tended to conflate ideas. For example, it would confuse information that was intended for a completely different part of Cliniko and spit out an incorrect answer."}],"markDefs":[],"style":"normal"},{"_key":"bba1b90dd2be","_type":"block","children":[{"_key":"0bf9b1ddbb910","_type":"span","marks":[],"text":"Even though it was mostly accurate, it was wrong frequently enough that we didn’t want to start relying on it (and inadvertently feed incorrect answers back to our customers), so it had to be constantly checked. This essentially eradicates its potential to save time. We also recognised that the accuracy of Copilot’s answers was likely to deteriorate over time as it started to cannibalise its own misinformation—so it was only going to get worse."}],"markDefs":[],"style":"normal"},{"_key":"5fbf21aa061d","_type":"block","children":[{"_key":"f23bc2e0ac5c0","_type":"span","marks":["strong"],"text":"Jeopardising the quality of our support"}],"markDefs":[],"style":"h3"},{"_key":"29ba10667083","_type":"block","children":[{"_key":"e8c1a9d8d3f5","_type":"span","marks":[],"text":"Lastly, we realised that relying on Copilot was going to lead to worse support over time. This is always one of the risks with AI; it makes people lazier at the task they’re doing and ultimately starts to impact on their skillset. At Cliniko, rather than opting for an AI solution, we’d prefer to put our time and energy elsewhere. For example, we’d be more inclined to keep providing solid internal training on what constitutes good technical writing and continue investing in our humans."}],"markDefs":[],"style":"normal"},{"_key":"6258e0a52467","_type":"block","children":[{"_key":"c36effa25e1c0","_type":"span","marks":["strong"],"text":"Situations where AI could be helpful to a customer support team"}],"markDefs":[],"style":"h2"},{"_key":"0510e954fba4","_type":"block","children":[{"_key":"62c2163060d80","_type":"span","marks":[],"text":"There are only a few instances where we think AI tools in their current state could be handy to a support team:"}],"markDefs":[],"style":"normal"},{"_key":"3182ecae017e","_type":"numberedSubHeading","heading":"As a search tool","number":1},{"_key":"f71cadad6fb2","_type":"block","children":[{"_key":"5719961f8f7d0","_type":"span","marks":[],"text":"One thing we did like about Copilot was the fact that it would include links to old support conversations that we could click on. But this was useful because we could read back over previous responses we’d offered—written entirely by a human—and use these as the basis for a new answer. In other words, Copilot was helpful as a search tool.\n"}],"markDefs":[],"style":"normal"},{"_key":"8a4631c5db37","_type":"numberedSubHeading","heading":"As a replacement for “tier 1” support","number":2},{"_key":"88b7925a102e","_type":"block","children":[{"_key":"024fdc8a9817","_type":"span","marks":[],"text":"Although we don’t have tiered support at Cliniko, many companies operate this way. Tiered support is a way of managing inquiries where the customer is escalated upwards across different levels if their problem is not resolved. In these cases the entry point support tends to be pretty basic, and we can see AI tools being useful for businesses who use this model. But it’s not our style."}],"markDefs":[],"style":"normal"},{"_key":"43b6dfdfca7d","_type":"block","children":[{"_key":"a8735a7e6b280","_type":"span","marks":[],"text":"Don’t get us wrong, we’re not against AI at Cliniko. It has definite utility in some situations, and we’re very interested to see how the technology progresses with time. But to date, we’ve found that AI rarely lives up to what it promises. Although on the surface it often seems like it’ll make things quicker, in practice we’ve found that it usually ends up costing much more time."}],"markDefs":[],"style":"normal"}],"category":{"id":"-3d8236a9-7f59-580b-8d0d-20ae5259ec1d","title":"Work culture","slug":{"current":"work-culture"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"want-to-offer-good-customer-support-dont-use-ai"}}},{"node":{"title":"Why we don’t discount Cliniko","image":{"alt":"Illustration of a woman wallpapering over sale and pricing symbols","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/8989901d24e855d2c3adaabc4a580567f805a2bf-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/8989901d24e855d2c3adaabc4a580567f805a2bf-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/8989901d24e855d2c3adaabc4a580567f805a2bf-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/8989901d24e855d2c3adaabc4a580567f805a2bf-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/8989901d24e855d2c3adaabc4a580567f805a2bf-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/8989901d24e855d2c3adaabc4a580567f805a2bf-1536x1072.png?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/8989901d24e855d2c3adaabc4a580567f805a2bf-1536x1072.png?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/8989901d24e855d2c3adaabc4a580567f805a2bf-1536x1072.png?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#fcb4c4","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/8989901d24e855d2c3adaabc4a580567f805a2bf-1536x1072.png","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":"Not offering promotional discounts allows us to keep things fair for all our customers, which matters to us.","subTitle":"Everyone loves a discount, but they’re not something that we’ve ever offered at Cliniko. There are a few reasons for this.\n","_rawBody":[{"_key":"3cd2a8dd5d4f","_type":"block","children":[{"_key":"a90f7f9c438c0","_type":"span","marks":[],"text":"With the cost of living on the rise everywhere and many people feeling the financial pinch, we understand why folks sometimes ask us for a discount on their Cliniko subscription. But we’ve never offered discounts on our subscription pricing and there are a few reasons for this."}],"markDefs":[],"style":"normal"},{"_key":"0e4e8bd7967c","_type":"numberedSubHeading","heading":"Fairness","number":1},{"_key":"ff6ee5dea8c1","_type":"block","children":[{"_key":"8b981c9ea929","_type":"span","marks":[],"text":"This is the primary reason why we don’t discount subscriptions. For us, everyone paying the same amount to use Cliniko feels like the option with the most integrity and equity."}],"markDefs":[],"style":"normal"},{"_key":"6dcd93c1f2d0","_type":"block","children":[{"_key":"9ccf876e732e0","_type":"span","marks":[],"text":"While discounts can seem like a nice perk, they often end up being unfair in practice. For example, they’re commonly given to lure a prospective customer away from a competitor or sway someone who’s thinking about leaving to change their mind. Sometimes they’re advertised as “limited offers” to encourage spikes of sign ups to make the internal numbers look good. In short, loyal and long-term customers often lose out when it comes to promotions."}],"markDefs":[],"style":"normal"},{"_key":"0a3dd64181b2","_type":"block","children":[{"_key":"ac0775238ab40","_type":"span","marks":[],"text":"They also advantage some personality types over others; the people who ask hard enough can often score themselves a much better deal. But we never wanted you to be disadvantaged simply because you’re less vocal or not pushy—no haggling is necessary when it comes to getting the lowest price for Cliniko!"}],"markDefs":[],"style":"normal"},{"_key":"660d63c9420c","_type":"block","children":[{"_key":"caf7638524900","_type":"span","marks":[],"text":"No matter who you are, you’re paying the same rate as anyone else to use Cliniko (with the exception of educational institutions and charities, as we’ll discuss below). Everyone gets the best price for their business size, not just people who ask or who wait for the right time of year. And we hope that’s reassuring."}],"markDefs":[],"style":"normal"},{"_key":"bba150743f26","_type":"numberedSubHeading","heading":"We already keep prices low","number":2},{"_key":"a6d428f3fcb1","_type":"block","children":[{"_key":"120f3a027f090","_type":"span","marks":[],"text":"We try to keep our price as low as possible already. 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"},{"_key":"c635cb1a62e9","_type":"span","marks":["9adcae7382ac"],"text":"the online calculator offered by the Reserve Bank of Australia,"},{"_key":"791a59c21b5a","_type":"span","marks":[],"text":" if we had adjusted the price of Cliniko to account for inflation over the years, today (in May 2025) the monthly cost for a solo practitioner would be $AUD 62.86, rather than $AUD 45! And the cost of our $AUD 95 plan would be $AUD 132.70 per month. So, in a sense, Cliniko has become more affordable over time. Not only are you effectively paying less to use the software today than you would have when we started, we've continued to develop and release new features without ever increasing the price. This means that you're getting more value to use the software today for the same cost compared to when we first launched in 2011."}],"markDefs":[{"_key":"9adcae7382ac","_type":"link","href":"https://www.rba.gov.au/calculator/annualDecimal.html"}],"style":"normal"},{"_key":"4530feda0547","_type":"numberedSubHeading","heading":"We focus our resources elsewhere","number":3},{"_key":"9000e5ab1691","_type":"block","children":[{"_key":"d05e74efff920","_type":"span","marks":[],"text":"Rather than offering special seasonal discounts to "},{"_key":"d05e74efff921","_type":"span","marks":["c897ff6f52f3"],"text":"inflate our numbers for an outside investor"},{"_key":"d05e74efff922","_type":"span","marks":[],"text":" or obsessing over our promotional strategy, we’re focused on making the best software we can for everyone who uses Cliniko. Regardless of when you joined, how long you’ve been with us, or how many people in your practice, we want to do right by you. For us, this means focusing on security, keeping our system running smoothly behind the scenes, and adding new features that will be useful to as many folks as possible. In short, we want everyone using Cliniko to feel like they're getting good value. Not offering discounts also gives us the financial capacity to make "},{"_key":"d05e74efff923","_type":"span","marks":["5cca154ce8fd"],"text":"regular charitable donations"},{"_key":"d05e74efff924","_type":"span","marks":[],"text":", which is part of our ethos as well."}],"markDefs":[{"_key":"c897ff6f52f3","_type":"link","href":"https://www.cliniko.com/blog/work-culture/investment-no-thanks/"},{"_key":"5cca154ce8fd","_type":"link","href":"https://www.cliniko.com/charity/"}],"style":"normal"},{"_key":"a5a7985da6f8","_type":"block","children":[{"_key":"f8c17df955ea","_type":"span","marks":["strong"],"text":"Free accounts for registered charities"}],"markDefs":[],"style":"h3"},{"_key":"f068bb5ebe47","_type":"block","children":[{"_key":"788cf14e64ff0","_type":"span","marks":[],"text":"One exception to this general rule is that"},{"_key":"788cf14e64ff1","_type":"span","marks":["strong"],"text":" "},{"_key":"788cf14e64ff2","_type":"span","marks":["c2516058ebd6"],"text":"we do give registered charities and educational institutions free access to Cliniko."},{"_key":"788cf14e64ff3","_type":"span","marks":[],"text":" But this isn’t about undercutting loyal paying customers—it’s part of conducting our business in a way that aligns with our values. It’s one way that we can support folks who are forgoing their own profits to help others, especially when we know Cliniko will be able to make a difference to what they’re doing."}],"markDefs":[{"_key":"c2516058ebd6","_type":"link","href":"https://help.cliniko.com/en/articles/9727690-signing-up-for-an-account-as-a-registered-charity-or-educational-institution"}],"style":"normal"},{"_key":"e204fdd29347","_type":"block","children":[{"_key":"b3c4aecaa60d0","_type":"span","marks":[],"text":"We very strongly believe in a \"fair pricing\" model where everyone knows exactly how much they are paying up front and we’ve always been transparent about costs—being open and honest with you is one of "},{"_key":"b3c4aecaa60d1","_type":"span","marks":["d03e56224c1e"],"text":"our core values"},{"_key":"b3c4aecaa60d2","_type":"span","marks":[],"text":". If you have any questions, please reach out to us. We hope that you love using Cliniko and get enough out of the software to make it a worthwhile addition to your practice, even without that discount."}],"markDefs":[{"_key":"d03e56224c1e","_type":"link","href":"https://www.cliniko.com/blog/work-culture/values-and-ethics-at-cliniko/"}],"style":"normal"},{"_key":"c3558f421e49","_type":"block","children":[{"_key":"c2de6974dd7a","_type":"span","marks":[],"text":"\n\n"}],"markDefs":[],"style":"normal"}],"category":{"id":"-3d8236a9-7f59-580b-8d0d-20ae5259ec1d","title":"Work culture","slug":{"current":"work-culture"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"no-discounts-cliniko"}}},{"node":{"title":"How unconventional hiring works for us","image":{"alt":"An illustration of a hand playing 'Guess Who?' with some portraits","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/78f7149b2065988b5692eb2223b2052ac4397fc4-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/78f7149b2065988b5692eb2223b2052ac4397fc4-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/78f7149b2065988b5692eb2223b2052ac4397fc4-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/78f7149b2065988b5692eb2223b2052ac4397fc4-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/78f7149b2065988b5692eb2223b2052ac4397fc4-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/78f7149b2065988b5692eb2223b2052ac4397fc4-1536x1072.png?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/78f7149b2065988b5692eb2223b2052ac4397fc4-1536x1072.png?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/78f7149b2065988b5692eb2223b2052ac4397fc4-1536x1072.png?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#f7b51d","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/78f7149b2065988b5692eb2223b2052ac4397fc4-1536x1072.png","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":"Although our hiring process at Cliniko is unconventional, it works for us! Here’s what we do and why.","subTitle":"Forget the stilted cover letter and the terrifying panel interview—the job application process at Cliniko is a bit different, but it gets great results. ","_rawBody":[{"_key":"fb90bcdbc95e","_type":"block","children":[{"_key":"e71ca6de71e90","_type":"span","marks":[],"text":"Whenever we post a job advert, we get more than our fair share of applications. We think Cliniko is a great place to work and it seems others agree, which means we often have some fantastic candidates without using fancy tools or recruiters. Over time, we’ve honed our hiring and it’s now pretty smooth—for both us and our applicants. We’ve applied these methods countless times across many different roles, finding some brilliant new team members along the way. Our process has its quirks, but we’ve learned what works for us!"}],"markDefs":[],"style":"normal"},{"_key":"cd18aedcf4b2","_type":"numberedSubHeading","heading":"No CVs","number":1},{"_key":"82cffbb7ef77","_type":"block","children":[{"_key":"7cfba71819040","_type":"span","marks":[],"text":"We never ask to see CVs. In fact, we actively discourage folks from sending them and even sometimes disqualify applications that ignore this. Most CVs are curated to such an extreme that they have very little bearing on whether a person is good at their job. Cover letters are the same—they’re usually full of buzzwords and waffle, and we’re not interested in that. Instead, we ask applicants to write a short, friendly summary about themselves."}],"markDefs":[],"style":"normal"},{"_key":"a6349f149ba5","_type":"block","children":[{"_key":"c7bab05db87c0","_type":"span","marks":[],"text":"These summaries are a way for people to shine a light on their most relevant experience. Basically, it saves us a lot of faffing about trying to comb through 8-page CVs. We’ve also found that these summaries are an effective initial gauge of personality. Whether someone is an avid rock climber, a dog lover, or always ready to swoop in with a pun, we want to know! "},{"_key":"c7bab05db87c1","_type":"span","marks":["ce9f4ec621dd"],"text":"Authenticity is important to us at Cliniko"},{"_key":"c7bab05db87c2","_type":"span","marks":[],"text":"; rather than a work persona, we want to get a feel for someone’s real personality as soon as possible—as well as whether they understand what we’re looking for in the role"}],"markDefs":[{"_key":"ce9f4ec621dd","_type":"link","href":"https://www.cliniko.com/blog/work-culture/authenticity-in-the-workplace/"}],"style":"normal"},{"_key":"65f7230606b1","_type":"numberedSubHeading","heading":"Using ChatGPT is more obvious than you think","number":2},{"_key":"0912304809bc","_type":"block","children":[{"_key":"1310d46087430","_type":"span","marks":[],"text":"We don’t use any recruitment software to sift through our applications; every single one is assessed by at least one member of our team. So when we’re reading through literally thousands of applications, it’s immediately evident when someone has used ChatGPT. “I just use it to generate a rough outline and then I tweak it to be unique,” people sometimes say. But ChatGPT has a recognisable and distinctive tone of voice, in much the same way that you can identify the music of a particular band even if you haven’t heard the song before. You also can’t fine-tune a generic script enough to come across as original and fresh, especially when a bunch of other people have also used the exact same base for their own answers."}],"markDefs":[],"style":"normal"},{"_key":"bcee2bfa78fc","_type":"block","children":[{"_key":"ddfc13b6eab00","_type":"span","marks":[],"text":"We don’t explicitly tell people not to use AI in their applications and we don’t disqualify on this basis, but is using ChatGPT really helping you put your best foot forward? Does it make you look efficient . . . or just kind of lazy?"}],"markDefs":[],"style":"normal"},{"_key":"d4ec0287dfcb","_type":"numberedSubHeading","heading":"A five-minute chat goes a long way","number":3},{"_key":"c17bc4bfff0f","_type":"block","children":[{"_key":"adefe2a47c980","_type":"span","marks":[],"text":"After sifting through the applications, the strongest ones get put through to a five-minute chat with our founder Joel. Rather than a prolonged formal interview, the chats are casual and brief. Joel has good instincts about who could be a good fit for the team and five minutes is plenty of time to get a feel for what someone is like and whether they’ll click with the culture."}],"markDefs":[],"style":"normal"},{"_key":"1da0b83a6f47","_type":"block","children":[{"_key":"1698c9f8edb20","_type":"span","marks":[],"text":"We’re picky about who progresses to this stage, which is essential given the volume of applications we receive. Our most recent hiring round for a designer set a record for us, when 3284 people applied for a single position. Of these, 33 went through to the five-minute chats."}],"markDefs":[],"style":"normal"},{"_key":"1214cb28c849","_type":"numberedSubHeading","heading":" Passion over experience","number":4},{"_key":"e118d5b45e87","_type":"block","children":[{"_key":"cc8710b733b40","_type":"span","marks":[],"text":"Passion for one’s work is a quality we value very highly at Cliniko. We’re a fully remote team without managers or meetings, so if someone isn’t passionate about their work they’ll struggle to be accountable and autonomous, which is fundamental to our team functioning well. We want to see enthusiasm shining through a written application and reflected in someone’s manner when we talk to them, and we prioritise this above setting arbitrary experience requirements. 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We believe in fair compensation and this is part of "},{"_key":"9b8b076689d01","_type":"span","marks":["0b8960f87578"],"text":"our ongoing commitment to being an ethical"},{"_key":"9b8b076689d02","_type":"span","marks":[],"text":" business."}],"markDefs":[{"_key":"0b8960f87578","_type":"link","href":"https://www.cliniko.com/blog/work-culture/values-and-ethics-at-cliniko/"}],"style":"normal"},{"_key":"ad9f0d79521d","_type":"numberedSubHeading","heading":"We don’t leave people hanging","number":6},{"_key":"80afadf93bc6","_type":"block","children":[{"_key":"133fefc9cea20","_type":"span","marks":[],"text":"We don’t ghost anyone. Everyone gets notified of the outcome of their application, regardless of whether they’ve been successful. To us, that’s just good manners. In later rounds we also offer feedback if requested."}],"markDefs":[],"style":"normal"},{"_key":"f6c2227cdeb0","_type":"block","children":[{"_key":"60285b1bfbff0","_type":"span","marks":[],"text":"We’ve found that these somewhat unconventional hiring processes lead us to find the creative, talented, and self-directed new team members that we’re looking for. We take hiring very seriously, recognising that our business can only succeed with the right kind of people on the team."}],"markDefs":[],"style":"normal"},{"_key":"1caa3409a2d1","_type":"block","children":[{"_key":"29b69b1216180","_type":"span","marks":[],"text":"If you’re applying for a job with us, hopefully this has given you an idea of what you can expect. If you’re an employer, perhaps some of these outside-of-the-box ideas could be implemented during your own hiring rounds. And, if you’re neither, hopefully you don’t think our work culture is any weirder and wackier than you already did!"}],"markDefs":[],"style":"normal"},{"_key":"ec434f842930","_type":"block","children":[{"_key":"0524b1772ae90","_type":"span","marks":[],"text":"\n"}],"markDefs":[],"style":"normal"}],"category":{"id":"-3d8236a9-7f59-580b-8d0d-20ae5259ec1d","title":"Work culture","slug":{"current":"work-culture"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"how-unconventional-hiring-works-for-Cliniko"}}},{"node":{"title":"How Cliniko does customer support","image":{"alt":"An illustration of people working on computers on a table that looks like a globe","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/7253db7a3be570b4178d911de389bb54278ca810-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/7253db7a3be570b4178d911de389bb54278ca810-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/7253db7a3be570b4178d911de389bb54278ca810-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/7253db7a3be570b4178d911de389bb54278ca810-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/7253db7a3be570b4178d911de389bb54278ca810-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/7253db7a3be570b4178d911de389bb54278ca810-1536x1072.png?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/7253db7a3be570b4178d911de389bb54278ca810-1536x1072.png?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/7253db7a3be570b4178d911de389bb54278ca810-1536x1072.png?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#047ca4","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/7253db7a3be570b4178d911de389bb54278ca810-1536x1072.png","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":"Taking care of our customers genuinely matters to us and we’re committed to providing excellent customer support. Here’s what we do and why.","subTitle":"Cliniko only exists because of our customers, so we always strive to do right by them and provide excellent support. But what does this look like in practice? We’ve put down some thoughts. ","_rawBody":[{"_key":"fdc84a178a88","_type":"block","children":[{"_key":"3dbb47d0cf710","_type":"span","marks":[],"text":"If you’re a Cliniko customer, chances are that you’ve chatted to one of our support team before, or “supps” as we call them internally. They’re a rotating group of 22 lovely people spread across five continents, and when you write in, you’ll talk to whoever is online in your time zone. Cliniko customer support officially runs 24 hours a day, five days a week (though we do keep an eye on things over the weekend) and we try to respond as quickly as possible."}],"markDefs":[],"style":"normal"},{"_key":"91f5d24a738f","_type":"block","children":[{"_key":"7b6426d6c67b0","_type":"span","marks":[],"text":"As you’ve probably noticed, we tend to do things our own way at Cliniko—and our customer support is no exception! This is what support means to us and why it’s so important."}],"markDefs":[],"style":"normal"},{"_key":"88aadb20f6c1","_type":"block","children":[{"_key":"b0cc8a54dd3f0","_type":"span","marks":["strong"],"text":"Why good support matters so much"}],"markDefs":[],"style":"h3"},{"_key":"13bbfe5edd9f","_type":"block","children":[{"_key":"f88565ce49510","_type":"span","marks":[],"text":"On the most fundamental level, providing you with helpful support will enable you to get the most out of Cliniko. We want you to be happy you chose us as your practice management system and for you to benefit from every possible feature we offer. After all, if your experience with Cliniko is positive, you’re more likely to keep using it! And we know a big part of this is getting your questions answered quickly and well, and receiving help to troubleshoot any problems."}],"markDefs":[],"style":"normal"},{"_key":"219bb7365c87","_type":"block","children":[{"_key":"b893b2f836070","_type":"span","marks":[],"text":"Our support team also performs the essential role of being a conduit between you and our developers. Part of the support team’s role is to explain the development work we do so that you can apply it in your practice (i.e. showing you how to benefit from a new feature that has been released). But it’s a two way street! Our support crew also convey your concerns, problems, and requests to our development team. Understanding the everyday concerns of the businesses and users we interact with while also comprehending and applying technical language (some might even say jargon!) requires some serious skill."}],"markDefs":[],"style":"normal"},{"_key":"a2183068dc97","_type":"block","children":[{"_key":"022f63ac314e0","_type":"span","marks":[],"text":"In a more abstract way, our support team is the public face of the company (though our founder Joel and video queen Rachel probably share the crown for being the most recognisable individuals!). While we also have developers of course, and a team that deals with content and marketing, our support crew is how a customer will most frequently interact with us—and these impressions shape how we’re viewed as a brand. This is another reason why support is so important."}],"markDefs":[],"style":"normal"},{"_key":"760500997cfc","_type":"block","children":[{"_key":"80c5a9cd497c0","_type":"span","marks":[],"text":"We also know that timely, reliable, and honest support builds goodwill. That’s not the only reason we do it—we try to bring kindness and transparency to our interactions because those are "},{"_key":"80c5a9cd497c1","_type":"span","marks":["9d038fe21dce"],"text":"our company values"},{"_key":"80c5a9cd497c2","_type":"span","marks":[],"text":". But us not being jerks does bring the added benefit of people being more understanding when there’s a problem. For example, if something beyond our control disrupts Cliniko, our customers know that we’re not lying about it to cover ourselves (that’s not our style) and there’s goodwill built-up through our history of honest communications. A situation may be frustrating, but customers accept that we’re working as hard as we can to resolve things when any problems arise."}],"markDefs":[{"_key":"9d038fe21dce","_type":"link","href":"https://www.cliniko.com/blog/work-culture/values-and-ethics-at-cliniko/"}],"style":"normal"},{"_key":"0c88c0a5b20c","_type":"block","children":[{"_key":"f0de286ba952","_type":"span","marks":[],"text":"We "},{"_key":"b42b9350cb20","_type":"span","marks":["em"],"text":"want"},{"_key":"86f590c74e92","_type":"span","marks":[],"text":" you to write in!"}],"markDefs":[],"style":"h3"},{"_key":"0300b795afd0","_type":"block","children":[{"_key":"bdb3ae878d46","_type":"span","marks":[],"text":"At "},{"_key":"8b91dfaa4d174","_type":"span","marks":["fe4c8da336e0"],"text":"a recent conference we attended"},{"_key":"8b91dfaa4d175","_type":"span","marks":[],"text":", some of our customers who stopped by our stand told us they sometimes feel tentative about reaching out through our chat for fear of bothering us unnecessarily. We "},{"_key":"8b91dfaa4d176","_type":"span","marks":["em"],"text":"never"},{"_key":"8b91dfaa4d177","_type":"span","marks":[],"text":" want you to feel like that! You’re never a bother or an inconvenience—we actively want you to use the support service. We have a dedicated team waiting for your questions, so you’re not dragging someone away from another task; our support team is on hand specifically to help you."}],"markDefs":[{"_key":"fe4c8da336e0","_type":"link","href":"https://www.cliniko.com/blog/work-culture/are-conferences-worth-it/"}],"style":"normal"},{"_key":"dbbf97a3a1ed","_type":"block","children":[{"_key":"1ffdea58c89e0","_type":"span","marks":[],"text":"And we love getting the chance to talk to you. It’s great when you write in, even if it’s just to share your workflow. People often use Cliniko in interesting ways, and it’s helpful for us to know about these; the way "},{"_key":"1ffdea58c89e1","_type":"span","marks":["em"],"text":"you "},{"_key":"1ffdea58c89e2","_type":"span","marks":[],"text":"do something might one day form the basis of a solution that can help another user! Plus, we might have thoughts on some timesaving strategies you could implement."}],"markDefs":[],"style":"normal"},{"_key":"9117f92332d4","_type":"block","children":[{"_key":"140295b7d8bc0","_type":"span","marks":[],"text":"Please also feel free to write in at any time. If you’ve got a burning question at 10 o’clock on a Sunday night, send it through, and chances are someone in another time zone is already waking up with their morning coffee. We read everything you send or submit to us—whether that’s a message in the chat, an email, or a feature request. Even if you go on leave or cancel your account, we read and reflect on the reasons you give in the survey you fill out."}],"markDefs":[],"style":"normal"},{"_key":"402972ec7e80","_type":"block","children":[{"_key":"52f61d154c150","_type":"span","marks":["strong"],"text":"Our support team consists of skilled folks"}],"markDefs":[],"style":"h3"},{"_key":"9caf0310d128","_type":"block","children":[{"_key":"d6e5c448b0640","_type":"span","marks":[],"text":"We don’t target people with IT backgrounds for support—in fact, we view diversity as a huge strength and our support team comes from all walks of life. We’ve got people who’ve joined us from careers in physiotherapy, myotherapy, pharmacy, prosthetics and orthotics, practice management, fashion modelling, the police force, translation, IT finance, mechanics, equine care, hospitality, and countless other weird and wonderful backgrounds! But the common denominator is that they’re all bright and talented people. Many of us have had unique experiences and careers helping people in all sorts of different fields, and this gives us a wealth of life experience to draw on."}],"markDefs":[],"style":"normal"},{"_key":"27fb31f7f6f1","_type":"block","children":[{"_key":"5f3697a00e8f0","_type":"span","marks":[],"text":"Providing good support is a difficult job and hiring capable people is essential. We’re passionate about wanting to attract the very best, which means a rigorous and competitive "},{"_key":"5f3697a00e8f1","_type":"span","marks":["476d8d1def09"],"text":"hiring process"},{"_key":"5f3697a00e8f2","_type":"span","marks":[],"text":". We aim to find talented team members and then treat them well, so they’ll stick around. If you’re interested to read more about what this means to us, we’ve written a lot about "},{"_key":"5f3697a00e8f3","_type":"span","marks":["04b120b7ad69"],"text":"our work culture"},{"_key":"5f3697a00e8f4","_type":"span","marks":[],"text":" and Joel has "},{"_key":"5f3697a00e8f5","_type":"span","marks":["ea740b35d493"],"text":"given talks"},{"_key":"5f3697a00e8f6","_type":"span","marks":[],"text":" on the topic too."}],"markDefs":[{"_key":"476d8d1def09","_type":"link","href":"https://www.cliniko.com/blog/work-culture/5118-reasons-why-our-hiring-process-matters/"},{"_key":"04b120b7ad69","_type":"link","href":"https://www.cliniko.com/blog/work-culture/"},{"_key":"ea740b35d493","_type":"link","href":"https://www.youtube.com/watch?v=o_2jXqzxBNU"}],"style":"normal"},{"_key":"34a3c5dcd55f","_type":"block","children":[{"_key":"17aa7c6c7f7f0","_type":"span","marks":["strong"],"text":"Empathy is crucial"}],"markDefs":[],"style":"h3"},{"_key":"6dcc5736f7a1","_type":"block","children":[{"_key":"4893d53489150","_type":"span","marks":[],"text":"As well as being skilled, our support team is just an all-around lovely bunch of humans. They’re the highly empathic ones on our team and are therefore able to put themselves in your shoes when you write in. If something hard is going on in your life or you’re facing big transitions, we’ll always try to understand—and part of this is finding ways to support you that exceed what you might expect to encounter from a traditional support team. We always want you to feel the human connection with us, even through a screen. And getting to connect with you is also one of the most meaningful parts of the job for us."}],"markDefs":[],"style":"normal"},{"_key":"2d659d0a3a97","_type":"block","children":[{"_key":"0068a1ea73a10","_type":"span","marks":["strong"],"text":"We don’t rely on bots or AI to solve your problems"}],"markDefs":[],"style":"h3"},{"_key":"3c4c423ef6b7","_type":"block","children":[{"_key":"0d8beda5f92a0","_type":"span","marks":[],"text":"“I’m sorry, I didn’t quite understand. Can you repeat that?” Meanwhile, you’ve repeated yourself three times in a row and you still can’t get an answer to a simple question. . . ah, the joys of AI. There’s nothing quite as frustrating as not being able to access help when you need it."}],"markDefs":[],"style":"normal"},{"_key":"8d441ab8c069","_type":"block","children":[{"_key":"7b7ff01e44080","_type":"span","marks":[],"text":"When it comes to Cliniko support, you won’t get a pre-packaged answer or find yourself cursing at a chatbot. Sure, there’s an automated function that will suggest some help guides related to your question when you first write in, but that’s the only time you’ll interact with AI when you’re seeking support. You’ll get the opportunity to tell us whether the guide answered your question and if you need more help, you’ll still be put through to a human on the other end."}],"markDefs":[],"style":"normal"},{"_key":"6557ec5b5e11","_type":"block","children":[{"_key":"be2a1b86cc2e0","_type":"span","marks":[],"text":"Each member of the support team has their own unique style of communicating—you’ll get a mix of lengthy answers, short and sweet replies, with a healthy dose of GIFs and emojis. Encouraging our support team to speak in their own voice is part of our commitment to workplace "},{"_key":"be2a1b86cc2e1","_type":"span","marks":["6abce7bfed7c"],"text":"authenticity"},{"_key":"be2a1b86cc2e2","_type":"span","marks":[],"text":"."}],"markDefs":[{"_key":"6abce7bfed7c","_type":"link","href":"https://www.cliniko.com/blog/work-culture/authenticity-in-the-workplace/"}],"style":"normal"},{"_key":"6e5e50647c1a","_type":"block","children":[{"_key":"608c8df9001c0","_type":"span","marks":[],"text":"There’s no doubt that chatbots are getting more sophisticated. Will they one day outshine what we humans can do? Perhaps, although the jury is still out on that. For now, when it comes to supporting your business, nothing beats our human team for empathy, creative problem solving, and experience with Cliniko as a system."}],"markDefs":[],"style":"normal"},{"_key":"f1cb50861d02","_type":"block","children":[{"_key":"1c8848a5dfbd0","_type":"span","marks":["strong"],"text":"We don’t offer a support helpline you can call"}],"markDefs":[],"style":"h3"},{"_key":"1e5889b3df09","_type":"block","children":[{"_key":"e7ccef612b9a0","_type":"span","marks":[],"text":"This one is always controversial! It’s true that lots of folks prefer to chat to someone on the phone; it’s very much a preference that varies from person to person. And we totally get why some people feel that way."}],"markDefs":[],"style":"normal"},{"_key":"b9cc09c780ec","_type":"block","children":[{"_key":"6a1bdd8608500","_type":"span","marks":[],"text":"Once upon a time, we used to offer customer service over the phone—anyone who needed help would call and leave a voicemail, and we’d call them back. But we ditched this in favour of written support, which lets us answer more people and quicker! It’s a misconception that a phone call will necessarily be a faster way to resolve a problem (and trust us, we’ve had a lot of practice). It’s rarely the case. Putting answers in writing also keeps our support as visible and transparent as possible, which is a good thing for everyone. Here are a few of the reasons why we think written support is better."}],"markDefs":[],"style":"normal"},{"_key":"c61372722a8d","_type":"block","children":[{"_key":"e279cf41f37a0","_type":"span","marks":["strong"],"text":"Written chat requires less effort from you"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"41760c92c72c","_type":"block","children":[{"_key":"96b27fc4956d0","_type":"span","marks":[],"text":"A phone call puts the onus on you to articulate the issue you’re having coherently and out loud. This can be a struggle in practice. It’s also easy to go off topic on a phone call, which can add extra minutes to the process. With our written support, however, you don’t even have to fully flesh out a question—you can even just type a topic or a theme into the Cliniko chat, like “online payments”, and we’ll always come back to you with a reply and some questions."}],"markDefs":[],"style":"normal"},{"_key":"267915e265ad","_type":"block","children":[{"_key":"7aab9febf9580","_type":"span","marks":["strong"],"text":"You get quicker access to us"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"aad98b73f95c","_type":"block","children":[{"_key":"624637a3566d0","_type":"span","marks":[],"text":"When we offered phone support, we could only help one person at a time, so everything took much longer. With a chat service, we can stay across a few queries at once, so you’ll get an answer more speedily. Don’t worry, you’ll always have our full attention, but while you’re replying we can often resolve less complex queries too!"}],"markDefs":[],"style":"normal"},{"_key":"aa9bc3eafe17","_type":"block","children":[{"_key":"89e1e556d0290","_type":"span","marks":["strong"],"text":"Our replies have more context "}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"b454dce8c0b4","_type":"block","children":[{"_key":"2f53dab4e601","_type":"span","marks":[],"text":"With written support, we can see all the previous conversations you’ve had with us. This means that we can enter the chat already briefed on your issue and the context around it (if it’s something persistent), and you don’t have to spend time bringing us up to speed yet again. We can also see what we told you the last time you contacted us, which makes it easier for us to give you new advice if something hasn’t worked for you."}],"markDefs":[],"style":"normal"},{"_key":"4020604b50c1","_type":"block","children":[{"_key":"730aaa4737a60","_type":"span","marks":["strong"],"text":"It’s all immediately documented"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"87c594da4084","_type":"block","children":[{"_key":"3f3ef5eaeba30","_type":"span","marks":[],"text":"Written support gives you instant access to notes that you can refer back to. We’ll outline any steps you need to take, link to any relevant videos, and extract the bits of the help guide that you need to know, so you don’t even have to go through the guides yourself."}],"markDefs":[],"style":"normal"},{"_key":"47a0e4e2c578","_type":"block","children":[{"_key":"6940714aa5e50","_type":"span","marks":[],"text":"None of this was possible when we offered phone calls. Instead, we’d follow each call up by sending the customer an email summary of what we’d spoken about and the advice we’d given. But this wasn’t a quick process and meant that each team member would have to spend a sizeable chunk of time after every phone call writing everything down—essentially repeating the whole support process twice. It wasn’t an efficient use of our time and drastically decreased the number of questions a team member could answer during their day."}],"markDefs":[],"style":"normal"},{"_key":"da5713414701","_type":"block","children":[{"_key":"0dcf7334f4d40","_type":"span","marks":["strong"],"text":"There’s greater continuity for you"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"c01002ce1af1","_type":"block","children":[{"_key":"1cc9ae59f8af0","_type":"span","marks":[],"text":"Because we work in a shift pattern, there’s more continuity for you and for us when the communication is written down. If one team member has to log off for the day, someone else can seamlessly continue the conversation. You don’t have to rely on talking to the person who you spoke to last time if you have additional questions—any of the team can jump in and help!"}],"markDefs":[],"style":"normal"},{"_key":"60ef9f442cb5","_type":"block","children":[{"_key":"8c62e46243820","_type":"span","marks":["strong"],"text":"We can collaborate to give you better answers"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"9d7c8911c3ad","_type":"block","children":[{"_key":"ff7617cde98b0","_type":"span","marks":[],"text":"Behind the scenes, written support allows our team to be more cohesive. It lets us collaborate and learn from one another. We can see how each person is approaching a question and chime in with our own suggestions. It’s also much easier for new support staff to learn the ropes when they can watch how more experienced members of the team are replying to written messages. Phone conversations don’t allow this, as they take place in the moment and are mostly private."}],"markDefs":[],"style":"normal"},{"_key":"fd8ea69de811","_type":"block","children":[{"_key":"7fb5c3c949480","_type":"span","marks":["strong"],"text":"We can take the time to reflect on your issue"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"a7e5913f8166","_type":"block","children":[{"_key":"5783502ad94e0","_type":"span","marks":[],"text":"Sometimes the issue you’re having is complex or requires some investigation on our part. This isn’t really possible in a phone call, when we’re talking in live time and you’re on the other end waiting for a reply. When we’re conversing asynchronously via chat, however, we can take the time to think a bit more about your question and make sure we’re giving you an answer that’s clear and comprehensive."}],"markDefs":[],"style":"normal"},{"_key":"f2aa78e3d7b3","_type":"block","children":[{"_key":"071f79bf1f1d0","_type":"span","marks":["strong"],"text":"How we try to improve"}],"markDefs":[],"style":"h3"},{"_key":"4653e8514183","_type":"block","children":[{"_key":"f27e41d8ad510","_type":"span","marks":[],"text":"Learning is a never-ending process. We’re always pushing to find more effective ways to help you and we never want to become complacent, so these are some of the things we’re continually doing to improve."}],"markDefs":[],"style":"normal"},{"_key":"a30f60d8b3b8","_type":"block","children":[{"_key":"1d3191285d1e0","_type":"span","marks":["strong"],"text":"Listening to feedback from customers"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"ae515cb262ec","_type":"block","children":[{"_key":"d05133d5e2270","_type":"span","marks":[],"text":"Once an issue is resolved and the conversation is closed, you can fill out a mini survey about how we did—this includes an emoji reaction and the chance to leave a comment. This isn’t us being needy, it’s actually a really important improvement opportunity! We always pay attention to what you say. If you give a lower rating, whoever answered the enquiry might go back and analyse how they might’ve provided a better answer, or even reach out to you for more feedback."}],"markDefs":[],"style":"normal"},{"_key":"6c733dc845e6","_type":"block","children":[{"_key":"8fa300b725210","_type":"span","marks":["strong"],"text":"Listening to feedback from colleagues"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"73f3be8fad8e","_type":"block","children":[{"_key":"37d7254aa93a0","_type":"span","marks":[],"text":"We’ll also ask for feedback from colleagues to see what could’ve gone better. We try to conduct these conversations with curiosity rather than blame or defensiveness. Maybe an answer we gave could’ve been more detailed or we should’ve given slightly different advice—we listen, and we take it on board for next time."}],"markDefs":[],"style":"normal"},{"_key":"34882acdc875","_type":"block","children":[{"_key":"7c80ae5102ab0","_type":"span","marks":["strong"],"text":"#the-pool-room"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"4daa8d013d89","_type":"block","children":[{"_key":"4691c3e5eea70","_type":"span","marks":[],"text":"Constructive criticism is helpful, but a bit of positive reinforcement never goes astray either! We have a channel in our Slack called #the-pool-room (and if you don’t get the reference, we’ve got "},{"_key":"4691c3e5eea71","_type":"span","marks":["328dd09fbd3f"],"text":"your next movie night"},{"_key":"4691c3e5eea72","_type":"span","marks":[],"text":" sorted). This space is entirely devoted to acknowledging some of the nice things people say about our team members or about Cliniko itself and (along with our #pets channel) is a warm and fuzzy place. The comments we include often come from the feedback surveys you fill out and reading kind words from our customers gives such a boost to the whole team. It’s very meaningful for our support crew to hear that the hard work they put into addressing a tricky question gave some clarity, or for a developer to learn that a new feature that took many months (or even years!) of effort made a difference. It's wonderful when we know that the work we’re doing at Cliniko is making a difference to your practice."}],"markDefs":[{"_key":"328dd09fbd3f","_type":"link","href":"https://theconversation.com/straight-to-the-pool-room-a-love-letter-to-the-castle-on-its-25th-anniversary-176361"}],"style":"normal"},{"_key":"ffecdf93e850","_type":"block","children":[{"_key":"6bdb88eafaf20","_type":"span","marks":["strong"],"text":"Owning our mistakes"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"0e11f245fe72","_type":"block","children":[{"_key":"24e56c7531350","_type":"span","marks":[],"text":"Despite our best efforts, sometimes mistakes happen. It’s rare and of course we aim to be as error free as possible, but things occasionally go wrong. If we’ve made a mistake, we’ll always take ownership of it, apologise, and try to rectify the situation as best we can. We value honesty and openness very highly, so we don’t blame-shift or obfuscate. We take accountability and try to be better next time."}],"markDefs":[],"style":"normal"},{"_key":"55e9e43564bf","_type":"block","children":[{"_key":"1e098c9ab5360","_type":"span","marks":["strong"],"text":"Making sure our support team is supported too"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"7aa487265ddc","_type":"block","children":[{"_key":"2a0cf38021830","_type":"span","marks":[],"text":"Support can be a tough job. While it's gratifying to help, it can also be a mentally exhausting job, which anyone who has ever worked in any sort of support role would know! It’s perhaps unsurprising that there’s a customer service version of empathy burnout that can occur. This is where our work culture can be helpful for safeguarding the wellbeing of our team—for example, all Cliniko employees have access to unlimited annual leave (plus "},{"_key":"2a0cf38021831","_type":"span","marks":["184f0c8333b5"],"text":"bonus leave"},{"_key":"2a0cf38021832","_type":"span","marks":[],"text":"), and we encourage people to take time off when they need to. We also offer the chance for our team to bring their skillset to work on different projects within the company when they need a break from providing support."}],"markDefs":[{"_key":"184f0c8333b5","_type":"link","href":"https://www.cliniko.com/blog/work-culture/bonus-leave-what-is-it-and-why-do-we-do-it-at-cliniko/"}],"style":"normal"},{"_key":"682a53b7ab2e","_type":"block","children":[{"_key":"564be53818540","_type":"span","marks":[],"text":"We hope this has shed some light on the ethos behind our customer support at Cliniko. We’re a bunch of humans, trying to make sure you’re having the smoothest possible experience with our software. So, please, keep writing in and talking to us. See you in the chat soon!"}],"markDefs":[],"style":"normal"},{"_key":"42643be374e6","_type":"block","children":[{"_key":"4d9b8d2beda40","_type":"span","marks":[],"text":"\n"}],"markDefs":[],"style":"normal"}],"category":{"id":"-3d8236a9-7f59-580b-8d0d-20ae5259ec1d","title":"Work culture","slug":{"current":"work-culture"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"how-cliniko-does-customer-support"}}},{"node":{"title":"Are conferences worth it for marketing?","image":{"alt":"A photo of the team posing in front of the Cliniko stand at Podiatry 2023","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/f632828162eebbe78870ec626b307c3d2762a9e8-1536x1072.jpg?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/f632828162eebbe78870ec626b307c3d2762a9e8-1536x1072.jpg?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/f632828162eebbe78870ec626b307c3d2762a9e8-1536x1072.jpg?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/f632828162eebbe78870ec626b307c3d2762a9e8-1536x1072.jpg?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/f632828162eebbe78870ec626b307c3d2762a9e8-1536x1072.jpg?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/f632828162eebbe78870ec626b307c3d2762a9e8-1536x1072.jpg?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/f632828162eebbe78870ec626b307c3d2762a9e8-1536x1072.jpg?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/f632828162eebbe78870ec626b307c3d2762a9e8-1536x1072.jpg?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#d0c8b3","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/f632828162eebbe78870ec626b307c3d2762a9e8-1536x1072.jpg","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":null,"subTitle":"Conferences can be expensive and hard to measure, especially compared to digital marketing. So why do we do them? Here’s what we learned from our last two conferences, including how we designed our stand, our list of must-haves for the event, and what made it worthwhile for us.","_rawBody":[{"_key":"32c904f8a50c","_type":"block","children":[{"_key":"2bc96b77ea0d0","_type":"span","marks":[],"text":"Last November, we made our UK conference debut for Podiatry 2023, the Royal College of Podiatry’s annual conference."}],"markDefs":[],"style":"normal"},{"_key":"3a68c47a5515","_type":"block","children":[{"_key":"467abf4991210","_type":"span","marks":[],"text":"We’ve been partnered with the "},{"_key":"467abf4991211","_type":"span","marks":["034a2f75f914"],"text":"Royal College of Podiatry"},{"_key":"467abf4991212","_type":"span","marks":[],"text":" for a few years now and we love working with them, so when we learned of the opportunity to exhibit and meet over a thousand podiatrists as the conference Gold Sponsor, we were certain we needed to do it."}],"markDefs":[{"_key":"034a2f75f914","_type":"link","href":"https://www.cliniko.com/blog/news/cliniko-is-professionally-approved-by-the-college-of-podiatry-uk/"}],"style":"normal"},{"_key":"74989d0f9d83","_type":"block","children":[{"_key":"e415002be7070","_type":"span","marks":[],"text":"What was less clear at the time was "},{"_key":"e415002be7071","_type":"span","marks":["em"],"text":"how"},{"_key":"e415002be7072","_type":"span","marks":[],"text":" to go about it. As in, what to do with the space, what our stand should look like, and how we wanted people to experience Cliniko as a brand in person."}],"markDefs":[],"style":"normal"},{"_key":"46a22a5fe3aa","_type":"block","children":[{"_key":"1620e4e8a9930","_type":"span","marks":[],"text":"As a team, we’d done conferences before in Australia but we were essentially starting from scratch for the UK, and we wound up with a design completely different from what we’d done before."}],"markDefs":[],"style":"normal"},{"_key":"c63fdddbd85b","_type":"block","children":[{"_key":"984fafd995db0","_type":"span","marks":[],"text":"Here’s what I learned as a marketer leading this project as well as a bit more on how we approach events at Cliniko.\n"}],"markDefs":[],"style":"normal"},{"_key":"97c6d15936e5","_type":"editorImage","alt":"The team posing in front of the Cliniko stand at The Foot and Ankle Show 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Or, put another way, how will the business profit from the resource cost of any given campaign?"}],"markDefs":[],"style":"normal"},{"_key":"c525e7930f5f","_type":"block","children":[{"_key":"3de88fe48e350","_type":"span","marks":[],"text":"It’s an important concept, but for transparency’s sake, it wasn’t really our top priority when it came to this event. If it had been, we may not have signed up."}],"markDefs":[],"style":"normal"},{"_key":"a9e0c401d571","_type":"block","children":[{"_key":"e12e4fe3824a0","_type":"span","marks":[],"text":"The truth is, events are a lot of work and money for what amounts to a couple of days of activity. Unlike a digital campaign, which may run for months, a conference or in-person event is really most effective over the few days it actually happens, at least in terms of winning customers, but is extremely resource intensive—especially if you’re doing a lot of the work in-house. Cliniko employs only 52 people as of writing this, with a marketing/content team of just six. So even with outside help this was a huge undertaking for us."}],"markDefs":[],"style":"normal"},{"_key":"923cfa49d2d2","_type":"block","children":[{"_key":"b624c493f5080","_type":"span","marks":[],"text":"It can also be a little bit harder to measure the impact of an in-person event directly on the bottom line because people may not sign up or buy something from you at the show itself, or even within weeks of it occurring. If your top priority is new customers, a conference can be a risky endeavour."}],"markDefs":[],"style":"normal"},{"_key":"6c8735878c60","_type":"block","children":[{"_key":"771b16a3fdbd0","_type":"span","marks":[],"text":"So, what’s the point of doing an event when it’s possible to get a clearer, higher return in terms of revenue or new customers from advertising on Google or Facebook or even partnering with other businesses?"}],"markDefs":[],"style":"normal"},{"_key":"a06bc3674bae","_type":"block","children":[{"_key":"537239808d250","_type":"span","marks":[],"text":"For us, it was an opportunity to bring a little bit of the Cliniko experience to our customers. 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If you’ve ever been to a conference or trade show, you know there is a certain universal look and feel that seems to be “standard”. Think lots of plastic signage, fluorescent lighting, and the usual conference paraphernalia like business cards, branded pens, and name badges. Basically, the norm for B2B software as an industry but the antithesis of what Cliniko is all about."}],"markDefs":[],"style":"normal"},{"_key":"75582fffc846","_type":"block","children":[{"_key":"187cc20f1ce30","_type":"span","marks":[],"text":"Looking back it’s not surprising that it took many, many tries to come up with a stand design that felt right for us. If you find yourself similarly stuck on how to make your stand stand out, I offer this piece of advice that I wish I’d known earlier in the process:"}],"markDefs":[],"style":"normal"},{"_key":"c361c7a5064e","_type":"block","children":[{"_key":"cdd9484aa2780","_type":"span","marks":["strong"],"text":"Focus on your values, not just your brand’s look and feel. "},{"_key":"cdd9484aa2781","_type":"span","marks":[],"text":"This is definitely something that’s easier said than done but the main thing I learned from this project was that in order to create a great experience for people visiting your stand at an event, you need to find a way to make what you most believe in tangible, not just ‘sell’ your product. For us, that meant honing in on our efforts to be sustainable."}],"markDefs":[],"style":"normal"},{"_key":"80bbbf98163a","_type":"block","children":[{"_key":"9c8a3e4a60860","_type":"span","marks":["e53124840357"],"text":"Cliniko is a carbon-neutral company"},{"_key":"9c8a3e4a60861","_type":"span","marks":[],"text":" and we contribute to environmental charities. While we’d never claim to be perfect, one of our most important principles as a company is to leave the world a better place for having us in it than not."}],"markDefs":[{"_key":"e53124840357","_type":"link","href":"https://www.cliniko.com/blog/news/cliniko-is-carbon-neutral/"}],"style":"normal"},{"_key":"7a85c05cd9b9","_type":"block","children":[{"_key":"684d0cca3e7b0","_type":"span","marks":[],"text":"We worked with "},{"_key":"684d0cca3e7b1","_type":"span","marks":["0f9ef5837242"],"text":"The London Display Company"},{"_key":"684d0cca3e7b2","_type":"span","marks":[],"text":" to source materials for our stand that were as sustainable as possible, including natural cork flooring, glass signage, and plywood construction."}],"markDefs":[{"_key":"0f9ef5837242","_type":"link","href":"https://www.thelondondisplay.com/"}],"style":"normal"},{"_key":"73b3999db67e","_type":"block","children":[{"_key":"ce2e12e4c3ea0","_type":"span","marks":[],"text":"We chose a more subdued, monochrome look than most of our other marketing creative, which is usually busy and colourful, and the effect was clean and striking in a good way. 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threats.","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/516bc811f8ddd6e93d471a2a2843d4ae661237c7-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/516bc811f8ddd6e93d471a2a2843d4ae661237c7-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/516bc811f8ddd6e93d471a2a2843d4ae661237c7-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/516bc811f8ddd6e93d471a2a2843d4ae661237c7-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/516bc811f8ddd6e93d471a2a2843d4ae661237c7-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 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but from a data security perspective browser extensions are a massive threat. Convenience versus risk is a balancing act, but when you’re the custodian of your patients’ sensitive health information, you can’t be too careful.","_rawBody":[{"_key":"4cf67cebf448","_type":"block","children":[{"_key":"e53b817017e80","_type":"span","marks":[],"text":"We all love making life easier for ourselves and browser extensions certainly help with this. They’ll block that annoying ad from popping onto your screen yet again or sniff out the discounts for you when you’re shopping online. When it comes to your practice, they can catch the typo in the draft email to your patient, help you format your treatment notes, or transcribe your words into text. But they also come with significant security risks and you have to ask yourself: is it really worth it?\n\n"},{"_key":"9da95241d49b0","_type":"span","marks":["strong"],"text":"What is a browser extension?\n"},{"_key":"9833ada5dec4","_type":"span","marks":[],"text":"\nFirst up, let’s start with some basic terminology. Your browser is whichever software program you use to explore the internet—like Google Chrome, Firefox, or Safari. A browser extension is software that sits on top of your browser and customises it or gives it added functionality. Browser extensions can be handy tools for modifying the webpages you visit (such as automatically translating a foreign language website into English or blocking a popup) and helping you perform tasks online (for example, checking your spelling and grammar). Adobe Acrobat, AdBlock, Grammarly, and Google Translate are all common browser extensions that you might be using.\n"}],"markDefs":[],"style":"normal"},{"_key":"f19b9d614945","_type":"block","children":[{"_key":"bd375f0bb3240","_type":"span","marks":["strong"],"text":"What’s the risk?"},{"_key":"f74cec632e4c","_type":"span","marks":[],"text":"\n\nThe problem is that a browser extension has high levels of access to your computer; it sees what you see and knows what you type in. This includes a lot of sensitive and confidential data like your bank details, information for your online accounts including your usernames and passwords, any patient records on your computer, your browsing history and cookies—basically everything. By design, browser extensions can even re-write the websites that you visit, for example to hide or censor things. In short, they’re powerful pieces of software. "}],"markDefs":[],"style":"normal"},{"_key":"d971aa8e4e7b","_type":"block","children":[{"_key":"d6008b5fc87a0","_type":"span","marks":[],"text":"Given all of this, if an extension you’re using ever ends up infected with malware (malicious software), you’re toast! Suddenly, all that sensitive information you’re inputting into your computer is tracked, recorded, and relayed back to whoever is controlling the malware. It can then be published in a data dump or sold on the dark web. We chatted about this when we gave "},{"_key":"d6008b5fc87a1","_type":"span","marks":["f6c11320fc77"],"text":"a warning about infostealers a while back"},{"_key":"d6008b5fc87a2","_type":"span","marks":[],"text":", which is exactly the risk that browser extensions pose too. We’re not being alarmist when we say that it’s a big risk to download them!"}],"markDefs":[{"_key":"f6c11320fc77","_type":"link","href":"https://www.cliniko.com/blog/practice-tips/the-security-threat-that-we-cant-protect-you-from/"}],"style":"normal"},{"_key":"70fffe493787","_type":"block","children":[{"_key":"af31a3fe9af20","_type":"span","marks":[],"text":"Even if you know who made the extension (which is not always the case), you’re still putting a lot of faith in whoever produced it to behave ethically. Even if you do trust them and the software is completely legit to begin with, it’s also possible for an extension to be compromised somewhere down the road unbeknownst to anyone. The company developing the software might have the best of intentions and produce a totally safe product for years—until, at some point, a cybercriminal manages to sneak in some malware and suddenly the product is corrupted."}],"markDefs":[],"style":"normal"},{"_key":"9906f5e81e1b","_type":"block","children":[{"_key":"8476525ab17b0","_type":"span","marks":[],"text":"Another big danger is that you could download what you think is a legitimate browser extension from the app store, which is actually a fake. Malicious software posing as the real deal can be very tricky to spot. "},{"_key":"8476525ab17b1","_type":"span","marks":["ffb389f7eb7c"],"text":"In 2025, an investigation by Koi Security revealed that 18 malicious extensions had infected 2.3 million users across Chrome and Edge"},{"_key":"8476525ab17b2","_type":"span","marks":[],"text":". Likewise,"},{"_key":"8476525ab17b3","_type":"span","marks":["c76081e41020"],"text":" there was a recent incident where 50,000 Firefox users were compromised"},{"_key":"8476525ab17b4","_type":"span","marks":[],"text":". These programs were all in the official app store and looked completely authentic and identical to the legitimate versions—even appearing on screen with a verification badge, hundreds of reviews, and thousands of installations. Most people wouldn’t be able to tell the difference.\n\n"},{"_key":"dac7179e1e150","_type":"span","marks":["strong"],"text":"What can you do to stay safe?\n\n"},{"_key":"dac7179e1e151","_type":"span","marks":[],"text":"In a perfect world, you wouldn’t install browser extensions at all! But that’s pretty hardline and of course security has to be balanced with practicality. For what it’s worth, however, our in-house privacy expert at Cliniko only has one extension installed on his computer! This speaks volumes about how risky extensions can be. Another solution that’s similarly extreme but also effective is to have a second device without browser extensions that you use for work. Again, however, that’s not necessarily realistic for a lot of people."}],"markDefs":[{"_key":"ffb389f7eb7c","_type":"link","href":"https://www.koi.ai/blog/google-and-microsoft-trusted-them-2-3-million-users-installed-them-they-were-malware"},{"_key":"c76081e41020","_type":"link","href":"https://www.koi.ai/blog/inside-ghostposter-how-a-png-icon-infected-50-000-firefox-browser-users"}],"style":"normal"},{"_key":"8c0e77225911","_type":"block","children":[{"_key":"64ef12c708090","_type":"span","marks":[],"text":"When it comes to more middle ground solutions, as a minimum, make sure that you only install extensions from a reputable source. And be aware that trust is a point in time. In other words, you might have full trust in an extension when you install it, but you don’t know what could change in the future. For example, the product could be sold to someone else, or the code could be changed or infiltrated without you knowing. At the end of the day, installing an extension—even one you trust in the moment—will always come with a risk."}],"markDefs":[],"style":"normal"},{"_key":"00fdd2ed1a86","_type":"block","children":[{"_key":"b8be97c664700","_type":"span","marks":[],"text":"It’s true that browser developers like Google are currently working towards making their extensions safer, "},{"_key":"b8be97c664701","_type":"span","marks":["13a725b01d91"],"text":"for example by implementing a new platform to tighten security"},{"_key":"b8be97c664702","_type":"span","marks":[],"text":". But this is still a work in progress and can’t be relied upon just yet."}],"markDefs":[{"_key":"13a725b01d91","_type":"link","href":"https://www.zdnet.com/article/google-chrome-is-killing-more-extensions-than-you-think-is-your-old-favorite-on-the-list/"}],"style":"normal"},{"_key":"fdb45547600f","_type":"block","children":[{"_key":"3da1159de7870","_type":"span","marks":[],"text":"As for steps that you can take, it’s a good idea to do a review every 6 or 12 months to make sure that every extension you’re using looks legit, though admittedly this can be hard to analyse. When you’re conducting a review, also check the permissions and make sure that they line up with what the extension is meant to be doing. An ad block extension shouldn’t need to access your camera or microphone, for example! Lastly, consider whether you even need the extension anymore—you might’ve installed a coupon extension over the festive season or a translation extension during an overseas trip, neither of which you really need anymore. If they’re not essential, you’re much safer to remove them."}],"markDefs":[],"style":"normal"},{"_key":"f58a2df52f8f","_type":"block","children":[{"_key":"1ed3e510c6b50","_type":"span","marks":[],"text":"On top of that, make sure you’re doing "},{"_key":"1ed3e510c6b51","_type":"span","marks":["32d4b42acdfd"],"text":"all the regular security stuff we always recommend"},{"_key":"1ed3e510c6b52","_type":"span","marks":[],"text":". In particular:"}],"markDefs":[{"_key":"32d4b42acdfd","_type":"link","href":"https://www.cliniko.com/blog/practice-tips/security-checklist-for-onboarding-new-hires/"}],"style":"normal"},{"_key":"efb303971a0a","_type":"block","children":[{"_key":"527113524a7a0","_type":"span","marks":["strong"],"text":"Use a passkey"},{"_key":"527113524a7a1","_type":"span","marks":[],"text":": if it’s an option, "},{"_key":"527113524a7a2","_type":"span","marks":["8119c1b38319"],"text":"passkeys are the best security measure you can take"},{"_key":"527113524a7a3","_type":"span","marks":[],"text":". You can definitely "},{"_key":"527113524a7a4","_type":"span","marks":["256f03ac313b"],"text":"use a passkey for your Cliniko account"},{"_key":"527113524a7a5","_type":"span","marks":[],"text":", which we recommend you do."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"8119c1b38319","_type":"link","href":"https://www.cliniko.com/blog/practice-tips/why-passkeys-are-the-best-option-for-patient-data-security/"},{"_key":"256f03ac313b","_type":"link","href":"https://help.cliniko.com/en/articles/10287538-using-passkeys-to-log-into-cliniko-a-detailed-overview"}],"style":"normal"},{"_key":"43bdf6a5d6de","_type":"block","children":[{"_key":"4d4753531a860","_type":"span","marks":["strong"],"text":"Switch on multi-factor authentication (MFA)"},{"_key":"4d4753531a861","_type":"span","marks":[],"text":": if you’ve used Cliniko for a while, you’ll know that we love MFA! There’s a reason for this, though; it’s highly effective for many kinds of security threats. By requiring you to use a second device (like a phone) to authorise any attempt to log in, it prevents someone who might have access to your username and password from accessing your online accounts. Make sure you’ve got MFA enabled for your Cliniko account and even consider "},{"_key":"4d4753531a862","_type":"span","marks":["32593e99fdd2"],"text":"enforcing it across your team"},{"_key":"4d4753531a863","_type":"span","marks":[],"text":"!"}],"level":1,"listItem":"bullet","markDefs":[{"_key":"32593e99fdd2","_type":"link","href":"https://help.cliniko.com/en/articles/3378963-require-all-users-on-your-account-to-use-2-factor-authentication"}],"style":"normal"},{"_key":"41adfb277553","_type":"block","children":[{"_key":"67814bd9a5890","_type":"span","marks":["strong"],"text":"Create strong passwords"},{"_key":"67814bd9a5891","_type":"span","marks":[],"text":": go for length here! The longer, the better. This is significantly more effective than just doing a mix of upper case, lower case, numerals, and special characters."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"ec6d590b68ed","_type":"block","children":[{"_key":"0affa00b58100","_type":"span","marks":["strong"],"text":"Don’t re-use passwords"},{"_key":"0affa00b58101","_type":"span","marks":[],"text":": keep your passwords unique across platforms. It might feel inconvenient, but this is not an area to be lax about. Store them in a password manager (like LastPass or 1Password) if it’s a struggle to keep track of them all."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"6e9092dd3316","_type":"block","children":[{"_key":"dd688aec79090","_type":"span","marks":["strong"],"text":"Regularly check whether your account has been compromised"},{"_key":"dd688aec79091","_type":"span","marks":[],"text":": "},{"_key":"dd688aec79092","_type":"span","marks":["e59ecaf7a483"],"text":"Have I Been Pwned"},{"_key":"dd688aec79093","_type":"span","marks":[],"text":" is a website that allows you to check if your email address has been involved in any known incident where data has been publicly exposed."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"e59ecaf7a483","_type":"link","href":"https://haveibeenpwned.com/"}],"style":"normal"},{"_key":"479c16dbc11b","_type":"block","children":[{"_key":"b4ec5e876c320","_type":"span","marks":[],"text":"Taking security seriously sometimes means less convenience, but at the end of the day, some extra nuisance when you’re browsing online is always worth the alternative of a data breach."}],"markDefs":[],"style":"normal"},{"_key":"af6a6d1aa6c3","_type":"block","children":[{"_key":"6b5e479d8b6b0","_type":"span","marks":[],"text":"\n"}],"markDefs":[],"style":"normal"}],"category":{"id":"-69be6ec1-fe49-51fc-b4ed-068a224501f3","title":"Practice management tips","slug":{"current":"practice-tips"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"are-browser-extensions-data-security-risk"}}},{"node":{"title":"Why passkeys are the best option for patient data security","image":{"alt":"An illustration featuring some stylised security elements, including a key, Face ID icon, lock, finger scan, and password","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/9b1897eb52aeda0163a7cb64e33d84402dff0e63-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/9b1897eb52aeda0163a7cb64e33d84402dff0e63-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/9b1897eb52aeda0163a7cb64e33d84402dff0e63-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/9b1897eb52aeda0163a7cb64e33d84402dff0e63-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/9b1897eb52aeda0163a7cb64e33d84402dff0e63-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/9b1897eb52aeda0163a7cb64e33d84402dff0e63-1536x1072.png?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/9b1897eb52aeda0163a7cb64e33d84402dff0e63-1536x1072.png?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/9b1897eb52aeda0163a7cb64e33d84402dff0e63-1536x1072.png?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#04c4dc","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/9b1897eb52aeda0163a7cb64e33d84402dff0e63-1536x1072.png","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":"We couldn’t be bigger fans of passkeys! They’re the quickest and easiest way to log into your Cliniko account, while also being extremely secure. Learn more.","subTitle":"Learn everything you need to know about passkeys: what they are, how they work, and why you’ll love them.","_rawBody":[{"_key":"e1b64c03523d","_type":"block","children":[{"_key":"102bc4953d600","_type":"span","marks":[],"text":"Passkeys are on the rise. If you haven’t heard about them yet, this is going to change as more and more businesses adopt them. We recently "},{"_key":"5aa8a3fe41bc","_type":"span","marks":["326512440b40"],"text":"added passkeys to Cliniko"},{"_key":"f8c2cb96ab41","_type":"span","marks":[],"text":" and trust us, they’ll change the start of your workday! Once they’re set up, they’re the quickest and simplest way of logging into your Cliniko account, while also providing the highest level of security."}],"markDefs":[{"_key":"326512440b40","_type":"link","href":"https://www.youtube.com/watch?v=29Zp_SfAzDY"}],"style":"normal"},{"_key":"f9da28f259e2","_type":"block","children":[{"_key":"58ea81c7186d0","_type":"span","marks":[],"text":"What is a passkey and how does it work?"}],"markDefs":[],"style":"h3"},{"_key":"324cb05a2d22","_type":"block","children":[{"_key":"27b65a7cb43e0","_type":"span","marks":[],"text":"Simply put, a passkey is a way of logging in to your account that replaces your password, username, and 2FA. Without getting too technical, a passkey combines two cryptographic keys (a public key from a website server and a private key stored on your device) to grant you secure access to your account."}],"markDefs":[],"style":"normal"},{"_key":"98c7e33506e5","_type":"block","children":[{"_key":"a9e328f3c1910","_type":"span","marks":[],"text":"In practice, this works by harnessing your device’s built-in security features (like your fingerprint, face scan, or PIN) to grant you quick access to your account. So, if you're on a Mac, you simply place your finger on the Touch ID sensor and you're in! If you’re on youriOS or Android phone, you use your Face ID. If you’re a Windows user, you can rely on your Windows Hello process."}],"markDefs":[],"style":"normal"},{"_key":"1dcfebec5b30","_type":"block","children":[{"_key":"994cfc4726310","_type":"span","marks":[],"text":"In other words, once passkeys are enabled, they replace everything. You no longer need to key in your email address or password—both are replaced with one simple step."}],"markDefs":[],"style":"normal"},{"_key":"7817cae35ac0","_type":"block","children":[{"_key":"c65f02649a6d0","_type":"span","marks":[],"text":"Why can’t I just use a password?"}],"markDefs":[],"style":"h3"},{"_key":"110ae399a70a","_type":"block","children":[{"_key":"076500d9f1000","_type":"span","marks":[],"text":"Times have changed. The unfortunate reality is that "},{"_key":"076500d9f1001","_type":"span","marks":["strong"],"text":"relying on your username and password is no longer enough to keep an account secure."},{"_key":"076500d9f1002","_type":"span","marks":[],"text":" Passwords are quickly becoming out of date and passkeys are much more secure. It just isn’t possible to make a password long enough to be secure, malicious software is everywhere ("},{"_key":"076500d9f1003","_type":"span","marks":["6e047b444590"],"text":"we warned about infostealers last year"},{"_key":"076500d9f1004","_type":"span","marks":[],"text":" for example), and it’s very common for login details to be stolen and sold."}],"markDefs":[{"_key":"6e047b444590","_type":"link","href":"https://www.cliniko.com/blog/practice-tips/the-security-threat-that-we-cant-protect-you-from/"}],"style":"normal"},{"_key":"0aa0f1ce6389","_type":"block","children":[{"_key":"8f7be7e6bde70","_type":"span","marks":[],"text":"What kind of attacks am I vulnerable to if I’m relying on only a password?"}],"markDefs":[],"style":"h3"},{"_key":"08ec2870e134","_type":"block","children":[{"_key":"a7dc3ca62ad80","_type":"span","marks":[],"text":"Phishing is a big problem. This is an online scam tactic that tries to trick you into revealing information like your username, password, or other details that can be used to steal from you. It often takes the form of emails, text messages, or webpages that appear to be from a person or business that you trust—but are fake and designed to capture your data."}],"markDefs":[],"style":"normal"},{"_key":"5c1efe15d4f8","_type":"block","children":[{"_key":"a626a5f553130","_type":"span","marks":[],"text":"Cyber criminals have already tried to do this with Cliniko. Scammers sent our customers emails with a fake message to say that their account had been locked, directing them to a sham Cliniko login page. Any credentials entered on that page were then stolen—and these details could be used to breach Cliniko accounts. We worked with our customers to re-secure their accounts, and no breaches occurred, but phishing attempts will continue."}],"markDefs":[],"style":"normal"},{"_key":"3c1fe4ed94a1","_type":"block","children":[{"_key":"903c1a4533100","_type":"span","marks":[],"text":"Passkeys solve all these problems. Unlike a password, they can't be stolen. And because only the real Cliniko login page will prompt you for your passkey, using them means you’re immune to phishing. "},{"_key":"903c1a4533101","_type":"span","marks":["7c9a7611dbe2"],"text":"Using 2FA"},{"_key":"903c1a4533102","_type":"span","marks":[],"text":" (two-factor authentication) also prevents phishing—and we’ve therefore encouraged folks to use 2FA for years. But passkeys have a big advantage over 2FA when it comes to speed and convenience."}],"markDefs":[{"_key":"7c9a7611dbe2","_type":"link","href":"https://help.cliniko.com/en/articles/1023989-set-up-2-factor-authentication-2fa"}],"style":"normal"},{"_key":"07fb9e9fa239","_type":"block","children":[{"_key":"1895cc48ff130","_type":"span","marks":[],"text":"Why are passkeys better than 2FA?"}],"markDefs":[],"style":"h3"},{"_key":"95efb6f7fdf4","_type":"block","children":[{"_key":"4c2d4abde6ab0","_type":"span","marks":[],"text":"While both passkeys and 2FA are excellent ways to keep your account secure, passkeys are a much quicker and more convenient option."}],"markDefs":[],"style":"normal"},{"_key":"42d6af36f299","_type":"block","children":[{"_key":"b27f1d8722b60","_type":"span","marks":[],"text":"We’ve recommended 2FA as a security solution for a long time because it solves the problems arising from passwords. Despite its security benefits, it’s an unwieldy process that can be complex and takes up a lot of time. While passkeys are equally as secure as 2FA, they offer you a speedy way to log in—a touch of your finger or scan of your face and you’re off and running!"}],"markDefs":[],"style":"normal"},{"_key":"a7403f859c3f","_type":"block","children":[{"_key":"f31b74796c7f0","_type":"span","marks":[],"text":"Are there any downsides to using passkeys?"}],"markDefs":[],"style":"h3"},{"_key":"61b6f9f488ab","_type":"block","children":[{"_key":"f037bb2a55420","_type":"span","marks":[],"text":"The only downside with passkey security at the moment is they are tied to specific devices (like your phone or computer). If you lose access to that device and haven’t set up a backup, like 2FA, you could have trouble logging in. That said, you can set-up multiple passkeys that only you can access—similar to making back-up keys to your household.\n"}],"markDefs":[],"style":"normal"},{"_key":"cef0cc395d08","_type":"block","children":[{"_key":"691c3d02f2300","_type":"span","marks":[],"text":"Overall, we cannot recommend passkeys highly enough. If you have any questions or you’re not sure how to get started, please reach out to our friendly support team!"}],"markDefs":[],"style":"normal"},{"_key":"ecb48fef18aa","_type":"block","children":[{"_key":"ca8c6bfee4680","_type":"span","marks":[],"text":"\n"}],"markDefs":[],"style":"normal"}],"category":{"id":"-69be6ec1-fe49-51fc-b4ed-068a224501f3","title":"Practice management tips","slug":{"current":"practice-tips"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"why-passkeys-are-the-best-option-for-patient-data-security"}}},{"node":{"title":"The security threat that we can’t protect you from","image":{"alt":"An illustration with a thief holding a key to an online login","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/e818c8c1622b4d37ab688a30640364780b7d89f0-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/e818c8c1622b4d37ab688a30640364780b7d89f0-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/e818c8c1622b4d37ab688a30640364780b7d89f0-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/e818c8c1622b4d37ab688a30640364780b7d89f0-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/e818c8c1622b4d37ab688a30640364780b7d89f0-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/e818c8c1622b4d37ab688a30640364780b7d89f0-1536x1072.png?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/e818c8c1622b4d37ab688a30640364780b7d89f0-1536x1072.png?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/e818c8c1622b4d37ab688a30640364780b7d89f0-1536x1072.png?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#109dba","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/e818c8c1622b4d37ab688a30640364780b7d89f0-1536x1072.png","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":"Learn more about infostealers—a kind of malware that’s becoming increasingly common —and what you need to do to keep your data safe.","subTitle":"Cybercriminals are changing their tactics. It’s no longer enough to rely on strong passwords alone—keeping your data safe from infostealers, the latest security threat requires more from you.","_rawBody":[{"_key":"e071b8f35b40","_type":"block","children":[{"_key":"06ff5714bc700","_type":"span","marks":[],"text":"Can you imagine the panic you’d feel seeing your email address and password floating around publicly on the internet? Your heart rate and stress levels would likely rise through the roof as you wondered how many people had come across the information and whether anyone had already used it to log into one of your accounts. Then you’d have to scramble to do damage control."}],"markDefs":[],"style":"normal"},{"_key":"66e95ba80ee9","_type":"block","children":[{"_key":"8ef0a1a4ddb70","_type":"span","marks":[],"text":"For too many unlucky folks, this became a reality last month when cybercriminals dumped billions of credentials onto Telegram (a messaging app). Soon after it occurred, it was brought to our attention that this chaotic mess of data even included user access information for several Cliniko accounts."}],"markDefs":[],"style":"normal"},{"_key":"af2804ce438e","_type":"block","children":[{"_key":"996c832ad3180","_type":"span","marks":[],"text":"These credentials weren’t stolen due to Cliniko being breached—be assured that our systems remain as secure as ever. These data leaks occurred due to “infostealers”, a kind of malware that’s currently on the rise. As soon as we learned about this incident, we immediately checked the affected accounts to ensure that no unauthorised access had occurred and notified the account owners, so no harm was done—this time. But the threat remains very real and with infostealers becoming more common, this kind of data theft is going to keep happening."}],"markDefs":[],"style":"normal"},{"_key":"9acb69540d9f","_type":"block","children":[{"_key":"f1baf7f54c940","_type":"span","marks":[],"text":"So here’s everything you need to know about infostealers and how to avoid falling victim to them."}],"markDefs":[],"style":"normal"},{"_key":"74b4d15f25cb","_type":"block","children":[{"_key":"7a688444fb980","_type":"span","marks":["strong"],"text":"What is malware?"}],"markDefs":[],"style":"h3"},{"_key":"0fc78883666f","_type":"block","children":[{"_key":"4d86e4ce799b0","_type":"span","marks":[],"text":"Infostealers are a specific kind of malware. Malware is a blended word for “malicious software” and refers to invasive programs that can cause harm to your computer. This is the calling card of cybercriminals and exists in many different forms, with the ultimate aim of allowing hackers to extort money from you or steal your sensitive information. The access granted by malware may also be used as a stepping stone to breach corporate networks as well."}],"markDefs":[],"style":"normal"},{"_key":"5966d7615c4b","_type":"block","children":[{"_key":"71fadcc527ab0","_type":"span","marks":[],"text":"Malware can infiltrate your computer through spam emails, attachments, or even by visiting the wrong website, so it’s important to be extremely careful about what you click on. Don’t open anything from people you don’t know and be cautious about following links."}],"markDefs":[],"style":"normal"},{"_key":"1e27b8e5bf9a","_type":"block","children":[{"_key":"a01cde7ea7450","_type":"span","marks":["strong"],"text":"What are infostealers?"}],"markDefs":[],"style":"h3"},{"_key":"eb7323d139ff","_type":"block","children":[{"_key":"7644b38dbc5f0","_type":"span","marks":[],"text":"While infostealers aren’t new, they’re currently back in the spotlight. They infect your computer the same way that other malware does, but the unique thing about an infostealer is that it then installs itself into your web browser. From there, it quietly watches your movements and harvests your data."}],"markDefs":[],"style":"normal"},{"_key":"a861cbe993d3","_type":"block","children":[{"_key":"c0523ff5ad0d0","_type":"span","marks":[],"text":"Having a front row seat in your web browser allows an infostealer to gather a lot of extremely valuable information about you, including your search history, cookies, financial and personal information. It records what you input to any form you fill in and can steal any passwords that you’ve saved to your browser. This is one of the most insidious things about infostealers—they’re excellent at capturing credentials, which is a big deal. Your usernames and passwords are extremely valuable to cybercriminals. In fact, there’s another kind of cyberattack called “credential stuffing”, which is where credentials that get breached in one attack are used in subsequent malicious attacks."}],"markDefs":[],"style":"normal"},{"_key":"bc750c378522","_type":"block","children":[{"_key":"88de4257996f0","_type":"span","marks":[],"text":"Infostealers are hard to detect and you won’t necessarily know that you’ve been compromised, even as your online activity is tracked and recorded. The data that it collects then gets sent back to the attacker controlling the infostealer, who might use it themselves, sell it off to other cybercriminals, or dump it in a public space like Telegram."}],"markDefs":[],"style":"normal"},{"_key":"bff0258d62a6","_type":"block","children":[{"_key":"45e1a517ffb20","_type":"span","marks":["strong"],"text":"What happens if my account information ends up in a data dump?"}],"markDefs":[],"style":"h3"},{"_key":"29ac5fc9eb06","_type":"block","children":[{"_key":"3aa3a6ae88810","_type":"span","marks":[],"text":"The consequences of a security breach can be far-reaching, especially when you work in allied health. A breach has implications for the confidentiality of your patients’ digital records, your professional reputation, your finances, and potentially your compliance with privacy regulations. At a minimum, it will cost you time and money to resolve."}],"markDefs":[],"style":"normal"},{"_key":"f46196d72869","_type":"block","children":[{"_key":"3cfbe0ffe1d00","_type":"span","marks":[],"text":"Having strategies in place to help defend yourself against security breaches can save you a lot of problems down the road!"}],"markDefs":[],"style":"normal"},{"_key":"ed616e3fb9ba","_type":"block","children":[{"_key":"d81271bb272e0","_type":"span","marks":["strong"],"text":"What tools can I use to protect my accounts?"}],"markDefs":[],"style":"h3"},{"_key":"0de15e62448f","_type":"block","children":[{"_key":"58708d76481d","_type":"span","marks":["strong"],"text":"Don’t just rely on a strong passwords"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"2af7de4e8501","_type":"block","children":[{"_key":"14cf540eafae0","_type":"span","marks":[],"text":"Until now, a strong and unique password has been an excellent first step to keeping you safe—and we’ve always encouraged this when we’ve spoken about security hygiene."}],"markDefs":[],"style":"normal"},{"_key":"d2ba0144b421","_type":"block","children":[{"_key":"cfb489844a260","_type":"span","marks":[],"text":"Whilst this is still a wise move and good protection against some forms of malware, if your computer is infected with an infostealer, strong passwords won’t make one iota of difference. You could have the most original and unguessable password on the planet . . . and the infostealer would still be able to harvest this information from your browser."}],"markDefs":[],"style":"normal"},{"_key":"2b91e07df60e","_type":"block","children":[{"_key":"a169d3fe9d290","_type":"span","marks":[],"text":"Part of good security is being adaptable, as best practices are always changing, and it’s now clear that to be truly protected, you’ll need to have additional security measures in place beyond just a solid password."}],"markDefs":[],"style":"normal"},{"_key":"cff86e86b3df","_type":"block","children":[{"_key":"63450923e55d0","_type":"span","marks":["strong"],"text":"Enable MFA on your Cliniko account"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"601de68f8f1d","_type":"block","children":[{"_key":"9667453439c20","_type":"span","marks":[],"text":"So, if strong passwords alone are no longer enough to protect your data, what should you do instead?"}],"markDefs":[],"style":"normal"},{"_key":"90124bf78320","_type":"block","children":[{"_key":"16985c03637c","_type":"span","marks":[],"text":"The good news is that multi-factor authentication (MFA), also known as two-factor authentication (2FA), can help considerably."}],"markDefs":[],"style":"normal"},{"_key":"52a0a3255cc4","_type":"block","children":[{"_key":"651ebbd4294c0","_type":"span","marks":[],"text":"If you’ve read our security articles before, you’ll know that we love MFA ("},{"_key":"651ebbd4294c1","_type":"span","marks":["6cc292829457"],"text":"and love to talk about it!"},{"_key":"651ebbd4294c2","_type":"span","marks":[],"text":"). But there’s a reason why we bang on about it so much—MFA gives you a powerful extra layer of protection that no other security process can match.\n\nMFA requires anyone trying to access your account to know more than just your password; they also need to enter a code that gets sent to a second device that you’ve nominated (like your phone or your iPad). This provides an additional security barrier that’s "},{"_key":"d6a2a3d8570c1","_type":"span","marks":["strong"],"text":"extremely effective"},{"_key":"d6a2a3d8570c2","_type":"span","marks":[],"text":". Even if you’ve got malware on your computer, MFA means that you’re protected, as a hacker won’t likely have access to your phone."}],"markDefs":[{"_key":"6cc292829457","_type":"link","href":"https://www.cliniko.com/blog/practice-tips/what-is-two-factor-authentication-and-why-do-you-need-it/"}],"style":"normal"},{"_key":"38aa8493d4a5","_type":"block","children":[{"_key":"fdb277260090","_type":"span","marks":["strong"],"text":"Enforce MFA across your team"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"dac0f4b98afe","_type":"block","children":[{"_key":"b2bec446790e0","_type":"span","marks":[],"text":"Like a parent insisting that the kids finish their broccoli, if you’re an administrator of a Cliniko account, "},{"_key":"b2bec446790e1","_type":"span","marks":["b0cc5ee28074"],"text":"you can require all your team members to enable MFA"},{"_key":"b2bec446790e2","_type":"span","marks":[],"text":". This is an easy way to ensure that everyone at your practice is doing their bit for data security. Sometimes people tell us that enabling MFA feels like a nuisance, but it doesn’t need to be. If you use the same browser on the same device, "},{"_key":"b2bec446790e3","_type":"span","marks":["b4c775c51b59"],"text":"you’ve got an option to keep yourself logged in"},{"_key":"b2bec446790e4","_type":"span","marks":[],"text":" and we’ll only ask you to enter MFA codes once every 30 days. And surely the security of your patient data is worth those few extra seconds that it will occasionally take to log in!"}],"markDefs":[{"_key":"b0cc5ee28074","_type":"link","href":"https://help.cliniko.com/en/articles/3378963-require-all-users-on-your-account-to-use-2-factor-authentication"},{"_key":"b4c775c51b59","_type":"link","href":"https://help.cliniko.com/en/articles/6882678-using-2fa-and-the-keep-me-logged-in-option"}],"style":"normal"},{"_key":"55e15b229000","_type":"block","children":[{"_key":"1cbe997ceb5f","_type":"span","marks":["strong"],"text":"Don't stop with Cliniko"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"8c648ab3bb36","_type":"block","children":[{"_key":"b399b922acd50","_type":"span","marks":[],"text":"We highly recommend that you enable MFA anywhere it’s available (your bank, phone company, utilities, booking sites you use, etc.). Anytime MFA is offered, jump at the chance to set it up! A breach in one place that results in your credentials getting leaked ultimately makes you vulnerable elsewhere. When it comes to security, you’re only as strong as your weakest link, so it’s worth taking seriously everywhere—not just with your patient data at work."}],"markDefs":[],"style":"normal"},{"_key":"770313ad39ee","_type":"block","children":[{"_key":"d874b39285ed","_type":"span","marks":["strong"],"text":"Check whether your email address might have been involved in a breach"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"f7688881cf18","_type":"block","children":[{"_key":"716d28909a6e0","_type":"span","marks":[],"text":"It’s a good idea to regularly check your email address(es) on "},{"_key":"716d28909a6e1","_type":"span","marks":["217ffb6509de"],"text":"Have I Been Pwned"},{"_key":"716d28909a6e2","_type":"span","marks":[],"text":". This website informs you if your email address has been involved in any known incident where data has been publicly exposed—it gives you the date and details of each breach, which allows you to take steps to protect yourself. You’ve also got the option to subscribe to the website’s notifications, which will then alert you of any future breaches that affect you. Alternatively, a service like "},{"_key":"716d28909a6e3","_type":"span","marks":["f63e5d89167c"],"text":"iCloud Keychain"},{"_key":"716d28909a6e4","_type":"span","marks":[],"text":" automatically checks this for you."}],"markDefs":[{"_key":"217ffb6509de","_type":"link","href":"https://haveibeenpwned.com/"},{"_key":"f63e5d89167c","_type":"link","href":"https://support.apple.com/en-au/109016"}],"style":"normal"},{"_key":"a1fd778ea94e","_type":"block","children":[{"_key":"83eae201f08d0","_type":"span","marks":[],"text":"That being said, it’s still possible that your data could have been exposed in a breach even if your email address doesn’t show up on Have I Been Pwned—a data dump you’re exposed in might be new or flying under the radar.\n\nAs security threats continue to evolve, our preventative measures need to stay up to date to match them. We hope this advice gives you some ways to evaluate what you’re currently doing and tweak your processes if necessary."}],"markDefs":[],"style":"normal"},{"_key":"77b57d5e0218","_type":"block","children":[{"_key":"7dc2d70a3ca40","_type":"span","marks":[],"text":"\n"}],"markDefs":[],"style":"normal"}],"category":{"id":"-69be6ec1-fe49-51fc-b4ed-068a224501f3","title":"Practice management tips","slug":{"current":"practice-tips"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"the-security-threat-that-we-cant-protect-you-from"}}},{"node":{"title":"Why it’s worth going paperless","image":{"alt":"Illustration of a man holding a stack of paper next to a woman using an ipad","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/0aedf3a5e1727007ab99a492bc0f4c6300b9893b-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/0aedf3a5e1727007ab99a492bc0f4c6300b9893b-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/0aedf3a5e1727007ab99a492bc0f4c6300b9893b-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/0aedf3a5e1727007ab99a492bc0f4c6300b9893b-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/0aedf3a5e1727007ab99a492bc0f4c6300b9893b-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/0aedf3a5e1727007ab99a492bc0f4c6300b9893b-1536x1072.png?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/0aedf3a5e1727007ab99a492bc0f4c6300b9893b-1536x1072.png?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/0aedf3a5e1727007ab99a492bc0f4c6300b9893b-1536x1072.png?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#04c4dc","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/0aedf3a5e1727007ab99a492bc0f4c6300b9893b-1536x1072.png","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":"There’s no downside to becoming a paperless practice! It could improve your clinic’s security and efficiency, as well as creating a smoother experience for your patients.","subTitle":"If you’re still using paper in your clinic, you might want to consider going electronic. Digitising your processes offers many advantages for both you and your patients, and Cliniko can help you make the switch.","_rawBody":[{"_key":"7749b122b42a","_type":"block","children":[{"_key":"eaf2b57f576c0","_type":"span","marks":[],"text":"Even if you swear by a paperback book over a Kindle, there’s no reason to cling to paper processes when it comes to your practice! A fully digital clinic makes life a whole lot easier for both you and your patients. Here are some of the main benefits you can expect when you make the switch to paperless, plus some ways that Cliniko can help you make the transition."}],"markDefs":[],"style":"normal"},{"_key":"5f8df4bc58d9","_type":"block","children":[{"_key":"c6528ded2fdf0","_type":"span","marks":[],"text":"The benefits of going digital"}],"markDefs":[],"style":"h2"},{"_key":"e84f381c21f2","_type":"block","children":[{"_key":"3153d831d5200","_type":"span","marks":["strong"],"text":"More secure"}],"markDefs":[],"style":"h3"},{"_key":"464dbe1a6855","_type":"block","children":[{"_key":"b756745f6a350","_type":"span","marks":[],"text":"Quite simply, cloud-based digital records are a more secure option than the paper ones—your office filing cabinet is easier to breach and more easily susceptible to physical damage (fires, floods etc.). Storing your records digitally in Cliniko protects them from unauthorised access and ensures that they’re automatically backed up without you having to do a thing."}],"markDefs":[],"style":"normal"},{"_key":"e682b09fc21b","_type":"block","children":[{"_key":"5a0daf56bce70","_type":"span","marks":[],"text":"For this reason, secure practice management software like Cliniko is also a better option than relying on a word processor for things like notetaking. Yes, it’s paperless, but it’s less secure, and be honest: how regular and effective are your backups? "},{"_key":"5a0daf56bce71","_type":"span","marks":["7cb82ff30c7a"],"text":"A 2024 study conducted by the Harris Poll and Backblaze"},{"_key":"5a0daf56bce72","_type":"span","marks":[],"text":" suggested that only 42% of businesses that experienced data loss were able to restore all their data—don’t give yourself cause to learn the hard way whether your backups have been effective. In this sense, not all paperless options are created equal!"}],"markDefs":[{"_key":"7cb82ff30c7a","_type":"link","href":"https://drj.com/industry_news/2024-state-of-the-backup-survey-says-security-incidents-and-data-loss-on-the-rise/"}],"style":"normal"},{"_key":"0ae83d69bf5b","_type":"block","children":[{"_key":"7878927738050","_type":"span","marks":["strong"],"text":"Smoother for your patients"}],"markDefs":[],"style":"h3"},{"_key":"bef86ea5f81b","_type":"block","children":[{"_key":"72d49d54482f0","_type":"span","marks":[],"text":"Having digital processes in place can also make your patients’ experience of coming to see you a whole lot smoother. Paperless procedures allow your patients to complete tasks in their own time, which is always going to be more convenient for them. This also makes allowances for different neurotypes and personalities—not everyone is well-suited to being put on the spot to fill out a form, book an appointment, or make a payment. And even your least tech savvy patients can still benefit from digital processes when you've taken care to make them simple and accessible. "}],"markDefs":[],"style":"normal"},{"_key":"5118e0529dbb","_type":"block","children":[{"_key":"70639799d1210","_type":"span","marks":["strong"],"text":"More efficient for your practice"}],"markDefs":[],"style":"h3"},{"_key":"c17ef90fd167","_type":"block","children":[{"_key":"e9b0a5eddf330","_type":"span","marks":[],"text":"Making the switch to paperless can also help your business grow and increase your efficiency by streamlining your admin. If you or your reception team doesn’t have to be on call to take bookings or process payments, it frees up time to focus your attention elsewhere. Moving away from paper also creates greater flexibility for your team to perform aspects of their role remotely, helping your practice stay adaptable as times change."}],"markDefs":[],"style":"normal"},{"_key":"8084abcc22f1","_type":"block","children":[{"_key":"774a504f3b640","_type":"span","marks":["strong"],"text":"How Cliniko can help you ditch the paper"}],"markDefs":[],"style":"h2"},{"_key":"0643687f6916","_type":"block","children":[{"_key":"b83248df8baf0","_type":"span","marks":[],"text":"The more of your admin that you integrate into Cliniko, the easier it will get for you to manage because you’ll be able to see everything associated with a patient in their health record (notes, letters, payments etc.). 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Once the payment has been made, the (paperless!) receipt can then be automatically emailed."}],"markDefs":[],"style":"normal"},{"_key":"ba9fe393bd42","_type":"block","children":[{"_key":"8a001177ba800","_type":"span","marks":[],"text":"All in all, there’s a lot to gain by becoming paperless. 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Are your online security practices up to date enough to protect you against a data breach?","subTitle":"When you work in healthcare you can’t afford to be complacent about data security—the consequences of a breach could be disastrous, for both you and your patients. These are some security threats you need to know about and some strategies to ensure that your digital records remain protected.","_rawBody":[{"_key":"b71c8253cd95","_type":"block","children":[{"_key":"8748a6b9fa210","_type":"span","marks":[],"text":"You’re not imagining it—online scams are becoming more convincing. This means that implementing strong security practices is more important than ever, especially when it comes to your allied health practice. You’re the custodian of highly sensitive and private information, all of which is very juicy bait to hackers. So how do you avoid becoming a cautionary tale? By knowing the threats that you’re facing and taking the right steps to protect your data."}],"markDefs":[],"style":"normal"},{"_key":"7dd57eb12491","_type":"block","children":[{"_key":"a4de87fb4e260","_type":"span","marks":["strong"],"text":"What are the threats?"}],"markDefs":[],"style":"h2"},{"_key":"222340ed870c","_type":"block","children":[{"_key":"ebd8d32468740","_type":"span","marks":[],"text":"Once upon a time it was easy enough to figure out that the email, riddled with typos and telling you that you’d won 10 million dollars, wasn’t legitimate. These days, scammers have gone high-tech and sophisticated. With the rise of AI, it’s getting harder to pick up what’s real and what’s fake—and the bad news is that "},{"_key":"ebd8d32468741","_type":"span","marks":["dee6c180c752"],"text":"it’s only likely to get worse"},{"_key":"ebd8d32468742","_type":"span","marks":[],"text":". As a starting point, make sure you’re aware of:"}],"markDefs":[{"_key":"dee6c180c752","_type":"link","href":"https://www.theguardian.com/technology/2024/jan/24/ai-scam-emails-uk-cybersecurity-agency-phishing"}],"style":"normal"},{"_key":"0cc1274a314d","_type":"block","children":[{"_key":"531c63e863b50","_type":"span","marks":["strong"],"text":"Social engineering\n"},{"_key":"531c63e863b51","_type":"span","marks":[],"text":"This is a manipulative technique where a criminal will use information about you (usually that they find online but they may also use phone-based tactics) to make it hard to identify their messages as deceptive. This often involves impersonation—so, for example, you might receive a text message that’s signed off with the name of your actual boss but is in fact from a scammer. "}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"6015f7a1635f","_type":"block","children":[{"_key":"450a2f3cfdb60","_type":"span","marks":["strong"],"text":"AI enhanced scams"},{"_key":"450a2f3cfdb61","_type":"span","marks":[],"text":"\nWith AI voice technology becoming more advanced, it’s likely that scammers will become increasingly able to use AI to replicate a person’s voice on a phone call, in a voice message, or even during a video call."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"3cc18217d4e3","_type":"block","children":[{"_key":"c9467ffdbfae0","_type":"span","marks":[],"text":"Treat any communication you receive with caution, even if it appears to be from someone you know. Obviously, be careful with your bank details and credit card information, but also make sure that you never share your password with anyone for any reason. It might not feel good to always be cynical, but it’s better than being sorry! It’s also a smart move to restrict what information you share on social media or other public platforms (perhaps consider making your personal accounts private), so it can’t be weaponised by scammers."}],"markDefs":[],"style":"normal"},{"_key":"760c2c04d6fb","_type":"block","children":[{"_key":"3202999e64620","_type":"span","marks":["strong"],"text":"Why this is so vital for you to be on top of"}],"markDefs":[],"style":"h2"},{"_key":"e0c187194fbf","_type":"block","children":[{"_key":"fab6a2647aa70","_type":"span","marks":[],"text":"The importance of data security for health professionals can’t be overstated. At a minimum, a data breach will cost you time, money, and patient trust. At worst, it could land you in legal or regulatory trouble, or even cause your business to fail."}],"markDefs":[],"style":"normal"},{"_key":"b265644bf0e0","_type":"block","children":[{"_key":"f5a29c4aa5e50","_type":"span","marks":["strong"],"text":"Time"},{"_key":"f5a29c4aa5e51","_type":"span","marks":[],"text":"\nIf your practice suffers a data breach, you can expect to sacrifice many hours from your workday trying to sort it all out. Imagine having to cancel appointments to instead figure out what private information was leaked and notifying your impacted patients, not to mention notifying appropriate authorities. You’ll then need to spend the time to figure out the weaknesses in your system and ensure that it doesn’t recur."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"f0fffc5733ec","_type":"block","children":[{"_key":"b8997d88ba0c0","_type":"span","marks":["strong"],"text":"Money\n"},{"_key":"b8997d88ba0c1","_type":"span","marks":[],"text":"Data breaches are extremely costly. On average, a single cyber-attack in the healthcare industry results in a loss of $11 million USD ("},{"_key":"b8997d88ba0c2","_type":"span","marks":["f44ac9b9e252"],"text":"these statistics have been published by Morgan Lewis"},{"_key":"b8997d88ba0c3","_type":"span","marks":[],"text":" and come from a 2023 report by Proofpoint and the Ponemon Institute). Could your business afford a breach? You also risk the cost of potential litigation from your patients if the breach is severe enough."}],"level":1,"listItem":"bullet","markDefs":[{"_key":"f44ac9b9e252","_type":"link","href":"https://www.morganlewis.com/blogs/sourcingatmorganlewis/2024/03/study-finds-average-cost-of-data-breaches-continued-to-rise-in-2023"}],"style":"normal"},{"_key":"e93250627c8a","_type":"block","children":[{"_key":"ece582c50d790","_type":"span","marks":["strong"],"text":"Patient trust\n"},{"_key":"ece582c50d791","_type":"span","marks":[],"text":"Last but not least, there’s the ethical aspect of a data breach. Your patients themselves are directly affected if their medical data is exposed and this could have serious and far-reaching adverse consequences for them. In addition to this, if sensitive information that you’ve collected is leaked, it has the potential to damage your professional reputation irreparably. "}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"04801d8c1f28","_type":"block","children":[{"_key":"b5b0da4c45cd0","_type":"span","marks":[],"text":"The good news is that these consequences can be avoided by following some simple security steps."}],"markDefs":[],"style":"normal"},{"_key":"f52049d5bfd5","_type":"block","children":[{"_key":"eb7f752386020","_type":"span","marks":["strong"],"text":"How to protect yourself"}],"markDefs":[],"style":"h2"},{"_key":"d48ac166ce62","_type":"block","children":[{"_key":"b39735eb78b90","_type":"span","marks":[],"text":"Having the right security measures in place is the cheapest and most effective way to remain compliant and avoid a data breach. A small amount of effort in the short term could save you a world of pain down the track."}],"markDefs":[],"style":"normal"},{"_key":"5082f52e5809","_type":"block","children":[{"_key":"41c2e35773b70","_type":"span","marks":[],"text":"We encourage you to implement all of the following steps for your Cliniko account, and many of them will be applicable for other online services that you use as well."}],"markDefs":[],"style":"normal"},{"_key":"16b02073f092","_type":"numberedSubHeading","heading":"Check whether you’ve already been compromised","number":1},{"_key":"4274067c65f3","_type":"block","children":[{"_key":"759d963773940","_type":"span","marks":["d15d11941f94"],"text":"There’s a handy website called Have I Been Pwnd"},{"_key":"759d963773941","_type":"span","marks":[],"text":" that allows you to check whether your personal information has already been involved in a data breach. We recommend you have a look. You type in your email address and the website informs you as to whether you’ve been compromised, which can help you figure out how vulnerable you are right now. A service like iCloud Keychain automatically checks for this."}],"markDefs":[{"_key":"d15d11941f94","_type":"link","href":"https://haveibeenpwned.com"}],"style":"normal"},{"_key":"5eac46766070","_type":"numberedSubHeading","heading":"Use strong passwords","number":2},{"_key":"6b12407e435c","_type":"block","children":[{"_key":"7cab01655d6d0","_type":"span","marks":[],"text":"This is your first line of defence against a data breach and while it sounds obvious, far too many people don’t get this right. Having a password that can’t easily be guessed isn’t an annoying bureaucratic hurdle to jump over; it’s an essential step to protecting your data. While we all get taught that a password including “a combination of a letter, a number, lower case, upper case, and a symbol” equals a strong password, this isn’t actually the case. So, what criteria should you use for your passwords instead?"}],"markDefs":[],"style":"normal"},{"_key":"dfc03d39a827","_type":"block","children":[{"_key":"90aceb3e63e70","_type":"span","marks":["strong"],"text":"Complexity\n"},{"_key":"90aceb3e63e71","_type":"span","marks":[],"text":"Don’t choose a password that’s obvious, such as a pet’s name, your birthday, or a simple word or sequence (e.g. “password” or “1234”)."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"4b413287f35e","_type":"block","children":[{"_key":"85d4d2f63ab40","_type":"span","marks":["strong"],"text":"Uniqueness"},{"_key":"85d4d2f63ab41","_type":"span","marks":[],"text":" "},{"_key":"85d4d2f63ab42","_type":"span","marks":["strong"],"text":"(i.e. don’t re-use passwords)\n"},{"_key":"85d4d2f63ab43","_type":"span","marks":[],"text":"Make sure that you use a unique password for each platform or it becomes a useless safeguard. It’s like dominos; if a password is compromised in one place, using the same password across platforms will topple your security everywhere else."}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"2c4ccdad464f","_type":"block","children":[{"_key":"1b6cef20567e0","_type":"span","marks":["strong"],"text":"Length"},{"_key":"1b6cef20567e1","_type":"span","marks":[],"text":"\nLength is one of the best defences against getting hacked. Aim for long strings of random words or, better yet, use a password management system (such as LastPass or 1Password) and allow it to generate and store a password for you. "}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"c6d8b266b891","_type":"block","children":[{"_key":"f074acbfa2dc0","_type":"span","marks":["strong"],"text":"Randomness\n"},{"_key":"886ea06125f00","_type":"span","marks":[],"text":"The more random, the better!"}],"level":1,"listItem":"bullet","markDefs":[],"style":"normal"},{"_key":"3dc43faa8e61","_type":"numberedSubHeading","heading":" Make it mandatory for all employees to enable 2FA","number":3},{"_key":"33edb543e03e","_type":"block","children":[{"_key":"1e214aab7d4c0","_type":"span","marks":["946af5400233"],"text":"Enabling 2FA in Cliniko"},{"_key":"1e214aab7d4c1","_type":"span","marks":[],"text":" (two-factor authentication) is the single most effective step you can take to keep your account secure. It works by adding an extra layer of protection in addition to your username and password. With 2FA enabled, logging into your account requires you to enter a code that gets sent to your device. This means that even if a hacker gains access to your password, they’ll also need to have your phone or your iPad handy to get any further. It’s also possible to "},{"_key":"1e214aab7d4c2","_type":"span","marks":["35044f021cf0"],"text":"make 2FA mandatory"},{"_key":"1e214aab7d4c3","_type":"span","marks":[],"text":" for all users on your Cliniko account and we highly recommend that every healthcare practice takes this step."}],"markDefs":[{"_key":"946af5400233","_type":"link","href":"https://www.cliniko.com/blog/practice-tips/what-is-two-factor-authentication-and-why-do-you-need-it/"},{"_key":"35044f021cf0","_type":"link","href":"https://help.cliniko.com/en/articles/3378963-require-all-users-on-your-account-to-use-2-factor-authentication"}],"style":"normal"},{"_key":"bb51c42f468f","_type":"numberedSubHeading","heading":"Installing updates","number":4},{"_key":"21ce2a95e05d","_type":"block","children":[{"_key":"83a2b54e182e0","_type":"span","marks":[],"text":"Keep software and devices up to date, and always install the latest version. This is important: software updates fix any bugs and gaps in the security of the current system and prevent you from becoming a target for hackers. It’s similarly important to keep your browser up to date and "},{"_key":"83a2b54e182e1","_type":"span","marks":["421928e02026"],"text":"What Is My Browser is a site that allows you to check this"},{"_key":"83a2b54e182e2","_type":"span","marks":[],"text":"."}],"markDefs":[{"_key":"421928e02026","_type":"link","href":"https://www.whatismybrowser.com/#google_vignette"}],"style":"normal"},{"_key":"fc43ddb1b2f0","_type":"numberedSubHeading","heading":"Scrutinise any third-party software you use","number":5},{"_key":"61d907f10ff4","_type":"block","children":[{"_key":"f268462815c90","_type":"span","marks":[],"text":"What are the security policies of any third-party software that you use? Check whether the service you’re using includes peer-to-peer encryption (we talk more about the different kinds of encryption in "},{"_key":"f268462815c91","_type":"span","marks":["98ffd9ec060e"],"text":"our article all about telehealth security"},{"_key":"f268462815c92","_type":"span","marks":[],"text":"). It’s also a wise idea to review whether any tools you use will sell or transmit your personal data to other parties—you can’t afford to skip the fine print."}],"markDefs":[{"_key":"98ffd9ec060e","_type":"link","href":"https://www.cliniko.com/blog/how-to/how-to-evaluate-the-security-of-your-telehealth-software/"}],"style":"normal"},{"_key":"e137b104854a","_type":"numberedSubHeading","heading":"Educate team members about current scams","number":6},{"_key":"f5d2d672a705","_type":"block","children":[{"_key":"b60654c666850","_type":"span","marks":[],"text":"Make sure that your team can recognise a phishing email or text, as well as the impersonation techniques used by social engineers. It’s also a good idea to give them strategies to know what to do if they’re in doubt and even to invest in some education or training sessions they can take. As a starting point, you could ask them to "},{"_key":"b60654c666851","_type":"span","marks":["0edb47989f8d"],"text":"take this online test about phishing"},{"_key":"b60654c666852","_type":"span","marks":[],"text":"!"}],"markDefs":[{"_key":"0edb47989f8d","_type":"link","href":"https://www.phishingbox.com/phishing-test"}],"style":"normal"},{"_key":"11cd8b50e515","_type":"numberedSubHeading","heading":"Have a verification system in place","number":7},{"_key":"612362dfa0c7","_type":"block","children":[{"_key":"210aef7c518b0","_type":"span","marks":[],"text":"Use a system to verify the identity of anyone calling for information and make sure that you have a protocol in place as to what information to give out. When you’re authenticating your patients, try to do so in a way that preserves their confidentiality—which is one of the reasons that "},{"_key":"210aef7c518b1","_type":"span","marks":["86d522e2ab74"],"text":"online booking can be a better option than phone booking"},{"_key":"210aef7c518b2","_type":"span","marks":[],"text":"."}],"markDefs":[{"_key":"86d522e2ab74","_type":"link","href":"https://www.cliniko.com/blog/practice-tips/why-an-online-booking-system-beats-phone-bookings/"}],"style":"normal"},{"_key":"e3450b6a6717","_type":"numberedSubHeading","heading":"Implement secure offboarding procedures","number":8},{"_key":"81d6350eb27d","_type":"block","children":[{"_key":"0882e974f5300","_type":"span","marks":[],"text":"Create clear procedures that you can follow when someone leaves your practice, and a key part of this is making sure that their security access is revoked ASAP. Thinking about future security from when you first "},{"_key":"0882e974f5301","_type":"span","marks":["fb3c73aab10c"],"text":"onboard new team members"},{"_key":"0882e974f5302","_type":"span","marks":[],"text":" will make your offboarding much easier."}],"markDefs":[{"_key":"fb3c73aab10c","_type":"link","href":"https://www.cliniko.com/blog/practice-tips/security-checklist-for-onboarding-new-hires/"}],"style":"normal"},{"_key":"1349ccf918b4","_type":"numberedSubHeading","heading":"Enable passkeys [2025 update]","number":9},{"_key":"ddb75945fedd","_type":"block","children":[{"_key":"670ca39fc3440","_type":"span","marks":[],"text":"You also now have the option to use a passkey to log into your Cliniko account. Like 2FA, passkeys provide an excellent level of digital security, but they also make the process for logging in much quicker and easier. Once set up, passkeys harness your device’s built-in security measures (like your fingerprint, face scan, or PIN) to grant you fast access to your account while protecting your account from unauthorised access. To learn more, "},{"_key":"81c34ca180da","_type":"span","marks":["4ca8efa0214a"],"text":"take a look at our passkeys FAQ"},{"_key":"866ed7b7a520","_type":"span","marks":[],"text":"."}],"markDefs":[{"_key":"4ca8efa0214a","_type":"link","href":"https://www.cliniko.com/blog/practice-tips/why-passkeys-are-the-best-option-for-patient-data-security/"}],"style":"normal"},{"_key":"69fb215e97d6","_type":"block","children":[{"_key":"2609186860b90","_type":"span","marks":["strong"],"text":"Security is a shared responsibility"}],"markDefs":[],"style":"h2"},{"_key":"06fe1122dced","_type":"block","children":[{"_key":"3d4d9bbc0bae0","_type":"span","marks":[],"text":"While we take the security of your data "},{"_key":"3d4d9bbc0bae1","_type":"span","marks":["17449f3e4312"],"text":"very seriously at Cliniko"},{"_key":"3d4d9bbc0bae2","_type":"span","marks":[],"text":", we can’t protect you without your help. If you don’t have basic security protocols in place, then it doesn’t matter how secure our software is—your patient data is still at risk."}],"markDefs":[{"_key":"17449f3e4312","_type":"link","href":"https://www.cliniko.com/security/"}],"style":"normal"},{"_key":"8f87a10fbd61","_type":"block","children":[{"_key":"a569ce0481650","_type":"span","marks":[],"text":"Security can feel like a hassle until it’s too late, so take a few minutes today and make sure you’ve checked off everything on this list."}],"markDefs":[],"style":"normal"}],"category":{"id":"-69be6ec1-fe49-51fc-b4ed-068a224501f3","title":"Practice management tips","slug":{"current":"practice-tips"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"data-security-checklist-for-the-age-of-ai"}}},{"node":{"title":"A security checklist for onboarding new hires","image":{"alt":"An illustration of a lock with a checkmark inside over a handshake on a yellow background","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/155eabf51eea0deef2e902ad73b82eecc54f365b-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/155eabf51eea0deef2e902ad73b82eecc54f365b-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/155eabf51eea0deef2e902ad73b82eecc54f365b-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/155eabf51eea0deef2e902ad73b82eecc54f365b-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/155eabf51eea0deef2e902ad73b82eecc54f365b-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/155eabf51eea0deef2e902ad73b82eecc54f365b-1536x1072.png?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/155eabf51eea0deef2e902ad73b82eecc54f365b-1536x1072.png?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/155eabf51eea0deef2e902ad73b82eecc54f365b-1536x1072.png?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#fce4ac","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/155eabf51eea0deef2e902ad73b82eecc54f365b-1536x1072.png","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":null,"subTitle":"Are you setting up your new team members in a way that ensures the privacy and security of your practice? ","_rawBody":[{"_key":"838a97f8eb26","_type":"block","children":[{"_key":"ea031b0eb0e60","_type":"span","marks":[],"text":"What’s your process for when a team member first joins your practice? From welcome GIFs and gifts, there are a lot of different things you could choose to do. We published a "},{"_key":"ea031b0eb0e61","_type":"span","marks":["6792d72b4dfc"],"text":"guest article"},{"_key":"ea031b0eb0e62","_type":"span","marks":[],"text":" by Andrew Zacharia a while ago about how to make new folks feel welcomed and supported in the workplace, which is essential. But what about the nitty gritty side of getting their technical access set up for your practice management system?"}],"markDefs":[{"_key":"6792d72b4dfc","_type":"link","href":"https://www.cliniko.com/blog/how-to/how-to-onboard-new-practitioners-for-long-term-success/"}],"style":"normal"},{"_key":"5a27e6ee6f08","_type":"block","children":[{"_key":"b508ea4e94870","_type":"span","marks":[],"text":"Onboarding new team members correctly will save you a lot of hassle down the road! It’s important for data security, but it also makes the process of offboarding a whole lot easier if an employee moves on for any reason. Here are a few things to keep in mind for getting a new person started on your Cliniko account, as well as some security tips that apply to everyone, regardless of what software you use."}],"markDefs":[],"style":"normal"},{"_key":"9287619790d7","_type":"block","children":[{"_key":"5a02e90a83f00","_type":"span","marks":[],"text":""}],"markDefs":[],"style":"normal"},{"_key":"9e3225c6fb98","_type":"numberedSubHeading","heading":"Make sure that all newcomers to your practice are set up correctly in your Cliniko account.","number":1},{"_key":"03f49a8b16b6","_type":"block","children":[{"_key":"fb8f08515f0d0","_type":"span","marks":["strong"],"text":"Does each employee have the right security role?"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"1d2a6b22e540","_type":"block","children":[{"_key":"c36d5fa970270","_type":"span","marks":[],"text":"Your employees "},{"_key":"c36d5fa970271","_type":"span","marks":["em"],"text":"should only have the access that they strictly require"},{"_key":"c36d5fa970272","_type":"span","marks":[],"text":" to do their job—and this means that not everyone should be designated as an administrator! In fact, we recommend that your practice manager is the only person with this role. It’s not good from a privacy perspective for your bookkeeper to have access to patient notes or for a practitioner to be able to export all your Cliniko data. Cliniko offers a variety of "},{"_key":"c36d5fa970273","_type":"span","marks":["2dd7268132b4"],"text":"different security roles"},{"_key":"c36d5fa970274","_type":"span","marks":[],"text":", so aim to onboard each new employee into the correct role from the outset."}],"markDefs":[{"_key":"2dd7268132b4","_type":"link","href":"https://help.cliniko.com/en/articles/1087327-user-security-roles"}],"style":"normal"},{"_key":"d6a1c1ddc975","_type":"block","children":[{"_key":"4ca3a07319b40","_type":"span","marks":[],"text":"And managing different levels of access doesn’t just end with Cliniko! If you’ve got filing cabinets in the clinic or on-premises computers that have patient information stored on them, safeguard this data so it’s only accessible by the team members who require it."}],"markDefs":[],"style":"normal"},{"_key":"4787b33d912a","_type":"block","children":[{"_key":"761bc9ff64c50","_type":"span","marks":["strong"],"text":"Is the account owner accurate?"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"cb6af5bda56b","_type":"block","children":[{"_key":"4e2f6117600d0","_type":"span","marks":[],"text":"The person who signs up for the Cliniko account will be marked as its owner automatically, so make sure they're ready to assign this status to another user if they're not the one who should have it. Being the owner gives the user a special status. It means that their account is protected and that they are the only ones who can make changes to their own user account—they can’t be removed, and their details can’t be modified unless they initiate this. Check out our managing account ownership guide to read more about the specifics of account ownership."}],"markDefs":[],"style":"normal"},{"_key":"f70fd9423224","_type":"block","children":[{"_key":"994129a7411b0","_type":"span","marks":[],"text":"But, in short, if someone is designated as an account owner, "},{"_key":"994129a7411b1","_type":"span","marks":["em"],"text":"they should actually be the owner"},{"_key":"994129a7411b2","_type":"span","marks":[],"text":"—if they’re not the owner, they shouldn’t have that role. It’s best to get ownership details correct from the beginning to avoid ownership disputes at a later stage (these can be notoriously tricky and time-consuming to resolve for everyone)."}],"markDefs":[],"style":"normal"},{"_key":"ddcb5cece7ec","_type":"block","children":[{"_key":"f2b2c6a0538e0","_type":"span","marks":[],"text":"The good news is that it "},{"_key":"f2b2c6a0538e1","_type":"span","marks":["em"],"text":"is"},{"_key":"f2b2c6a0538e2","_type":"span","marks":[],"text":" possible to transfer ownership. If, for whatever reason, the ownership details on your account aren’t correct (maybe someone else set up Cliniko for you on your behalf), get them to transfer account ownership to you as soon as possible."}],"markDefs":[],"style":"normal"},{"_key":"b19214831c3e","_type":"block","children":[{"_key":"9f046bc00e2e0","_type":"span","marks":["strong"],"text":"Implement a regular review process!"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"512df488e455","_type":"block","children":[{"_key":"84a02f012d3d0","_type":"span","marks":[],"text":"Make sure that you’re evaluating the roles and permissions of each team member every so often. You could do this periodically or when a new person joins the team but, whatever you decide, make sure you’re regularly checking this to make sure that it’s all still accurate and up to date. For example, if someone is leaving your clinic, you’ll want to "},{"_key":"84a02f012d3d1","_type":"span","marks":["544f67e180dd"],"text":"make them inactive"},{"_key":"84a02f012d3d2","_type":"span","marks":[],"text":" as part of your offboarding process.\n"}],"markDefs":[{"_key":"544f67e180dd","_type":"link","href":"https://help.cliniko.com/en/articles/1023956-make-a-user-inactive"}],"style":"normal"},{"_key":"dbb4def72b30","_type":"numberedSubHeading","heading":"Make sure your entire team follows best security practices.","number":2},{"_key":"b280239f2483","_type":"block","children":[{"_key":"35a6676e648e0","_type":"span","marks":["strong"],"text":"Set up 2FA for "},{"_key":"35a6676e648e1","_type":"span","marks":["strong","em"],"text":"all"},{"_key":"35a6676e648e2","_type":"span","marks":["strong"],"text":" accounts"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"2526a20fbac3","_type":"block","children":[{"_key":"f04121a9f67c","_type":"span","marks":[],"text":"If we could beg you, we would! We bang on about 2FA (two factor authentication) a lot, we know—but this is only because it’s so important. As we’ve said before, "},{"_key":"35a6676e648e4","_type":"span","marks":["em"],"text":"it’s the single most effective step you can take for the security of your account and all its data"},{"_key":"35a6676e648e5","_type":"span","marks":[],"text":". 2FA requires anybody trying to access your account to have two forms of authentication—your password, but also a temporary code you receive on your device—and this provides a powerful extra layer of protection. Even if a hacker gets their hands on your password, it’s highly unlikely that they’ll have your phone handy too, which keeps your account safe."}],"markDefs":[],"style":"normal"},{"_key":"b0fa6cc34901","_type":"block","children":[{"_key":"5f77ef5331400","_type":"span","marks":[],"text":""}],"markDefs":[],"style":"normal"},{"_key":"aea1f8861552","_type":"block","children":[{"_key":"710f1ea0f5160","_type":"span","marks":[],"text":"It’s "},{"_key":"710f1ea0f5161","_type":"span","marks":["c58c32ca24c6"],"text":"easy to set up"},{"_key":"710f1ea0f5162","_type":"span","marks":[],"text":" in Cliniko and you don’t need to worry that it’s going to be arduous for you going forwards. Once you’ve got 2FA enabled and you’ve entered the code the first time, you’ll only need to repeat the process in future every 30 days or if you try to login from a browser or device that we don’t recognise."}],"markDefs":[{"_key":"c58c32ca24c6","_type":"link","href":"https://help.cliniko.com/en/articles/1023989-set-up-2-factor-authentication-2fa"}],"style":"normal"},{"_key":"7ec6bbd45323","_type":"block","children":[{"_key":"de153add01a40","_type":"span","marks":[],"text":""}],"markDefs":[],"style":"normal"},{"_key":"861b50ef7066","_type":"block","children":[{"_key":"ee516270afba0","_type":"span","marks":[],"text":"But it’s not enough if just one person does it. We highly recommend that you "},{"_key":"ee516270afba1","_type":"span","marks":["884bb05f6576"],"text":"require everyone working at your practice to enable 2FA"},{"_key":"ee516270afba2","_type":"span","marks":[],"text":" and it’s definitely a good idea to incorporate this as part of your onboarding process when a new team member joins."}],"markDefs":[{"_key":"884bb05f6576","_type":"link","href":"https://help.cliniko.com/en/articles/3378963-require-all-users-on-your-account-to-use-2-factor-authentication"}],"style":"normal"},{"_key":"9fbc16d7bc57","_type":"block","children":[{"_key":"1f7a3e2608ff0","_type":"span","marks":["strong"],"text":"Require your team to install updates"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"537b87948061","_type":"block","children":[{"_key":"c86da74147d2","_type":"span","marks":[],"text":"It’s very tempting to let this one slide or keep putting it off. But it isn’t something to be blasé about when you’re dealing with medical information. Upgrading to the latest version of your operating system means you’ll get the latest security fixes—and avoid making yourself a target for ransomware attacks. By using bots, hackers can locate and gain access to anyone who is using an older version of an operating system—they can then exploit the weaknesses in the outdated system to get hold of vital data (think business information and patient records). This enables them to exploit your data or prevent you from being able to access it and make you pay exorbitant money to regain it—it’s criminal, yes, but could potentially have disastrous consequences for you and your patients."}],"markDefs":[],"style":"normal"},{"_key":"85b4eda0730c","_type":"block","children":[{"_key":"425899b685380","_type":"span","marks":["strong"],"text":"Encourage your team to have strong and unique passwords"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"cb4d9e6ef816","_type":"block","children":[{"_key":"34b0a59eb1cc","_type":"span","marks":[],"text":"Make sure that your team understands what constitutes a strong password and why this is so important! This might involve you giving them some extra education. We all get taught that a mixture of numbers, letters, symbols, uppercase, and lowercase means a secure password. . . but it’s actually not true. Password length is far more important for security—the longer the better. "}],"markDefs":[],"style":"normal"},{"_key":"82e611a082f8","_type":"block","children":[{"_key":"090e9379842e0","_type":"span","marks":[],"text":"Consider subscribing to a password management system—this is a great way to keep track of all your passwords, but it will also tell you the strength of the passwords you’re using. Read our comprehensive guide for a "},{"_key":"090e9379842e1","_type":"span","marks":["1ebbaa95f1f0"],"text":"thorough discussion about passwords"},{"_key":"090e9379842e2","_type":"span","marks":[],"text":". As well as being long, a password should be random, so pets’ names please! Don’t use anything that’s easy to guess, simple, or common. And don’t reuse passwords across different platforms—if your password is compromised on one site, you’ll be vulnerable everywhere. You don’t want your security to be built like a Jenga tower where, if one block slips loose, the whole thing is coming down."}],"markDefs":[{"_key":"1ebbaa95f1f0","_type":"link","href":"https://www.cliniko.com/blog/how-to/5-essentials-for-securing-patient-health-data/"}],"style":"normal"},{"_key":"1b5d25a023d6","_type":"block","children":[{"_key":"1fe8a87a92950","_type":"span","marks":["strong"],"text":"Keep your devices secure"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"a9a82ae457aa","_type":"block","children":[{"_key":"5cfa535060c4","_type":"span","marks":[],"text":"Ensure your team has biometrics and/or pins in place on all devices that they work from (though it’s good sense for them to take these steps in all areas of their lives). And the same rules as passwords apply here, please don’t choose codes like 1111 or 0000. Come up with something that’s a little more imaginative (and harder to guess)! You should also encrypt your device—otherwise, if it’s stolen, the data could still likely be accessed."}],"markDefs":[],"style":"normal"},{"_key":"cbc78b4dfc05","_type":"block","children":[{"_key":"74916f260de50","_type":"span","marks":[],"text":"Lastly, it’s worth thinking about the physical security of your device. If you’ve got device locks, authentication, and encryption, it's unlikely that your data can be accessed if you’re the victim of theft. However, it’s a costly process to replace devices and retrieve backups, not to mention being very time-consuming! Play it safe and invest in some physical safeguards too—make sure your office itself is secure, lock things away when they’re not in use, and install security systems if you can."}],"markDefs":[],"style":"normal"},{"_key":"2fbbf140e69a","_type":"block","children":[{"_key":"3cc4c60426740","_type":"span","marks":[],"text":"Of course, there will be lots more for a new team member to learn when they join your practice, from how to tame the coffee machine to getting the hang of your workflow. The tech side of onboarding is just one aspect of the process, but it’s an important one nonetheless and we hope this has been helpful!"}],"markDefs":[],"style":"normal"}],"category":{"id":"-69be6ec1-fe49-51fc-b4ed-068a224501f3","title":"Practice management tips","slug":{"current":"practice-tips"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"security-checklist-for-onboarding-new-hires"}}},{"node":{"title":"What we’ve learned about good customer service","image":{"alt":"An illustration of people working on their laptops","asset":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://cdn.sanity.io/images/3rd8yckx/production/aa1d336611bc64f79c0f99b3a9cd9b1d17a79f07-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format","srcSet":"https://cdn.sanity.io/images/3rd8yckx/production/aa1d336611bc64f79c0f99b3a9cd9b1d17a79f07-1536x1072.png?rect=54,0,1429,1072&w=320&h=240&auto=format 320w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/aa1d336611bc64f79c0f99b3a9cd9b1d17a79f07-1536x1072.png?rect=54,0,1428,1072&w=654&h=491&auto=format 654w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/aa1d336611bc64f79c0f99b3a9cd9b1d17a79f07-1536x1072.png?rect=54,0,1429,1072&w=768&h=576&auto=format 768w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/aa1d336611bc64f79c0f99b3a9cd9b1d17a79f07-1536x1072.png?rect=54,0,1429,1072&w=784&h=588&auto=format 784w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/aa1d336611bc64f79c0f99b3a9cd9b1d17a79f07-1536x1072.png?rect=54,0,1429,1072&w=1024&h=768&auto=format 1024w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/aa1d336611bc64f79c0f99b3a9cd9b1d17a79f07-1536x1072.png?rect=54,0,1429,1072&w=1366&h=1025&auto=format 1366w,\nhttps://cdn.sanity.io/images/3rd8yckx/production/aa1d336611bc64f79c0f99b3a9cd9b1d17a79f07-1536x1072.png?rect=54,0,1429,1072&w=1536&h=1152&auto=format 1536w","sizes":"(min-width: 784px) 784px, 100vw"}},"layout":"constrained","backgroundColor":"#fcb41c","width":784,"height":588},"url":"https://cdn.sanity.io/images/3rd8yckx/production/aa1d336611bc64f79c0f99b3a9cd9b1d17a79f07-1536x1072.png","metadata":{"dimensions":{"height":1072,"width":1536}}}},"description":"Honest, authentic, and timely customer support never goes out of style! Here are some of our tips for making a good first impression and conveying to patients that you genuinely care about them. ","subTitle":"Even if you’re a brilliant practitioner, if your patients don’t encounter good customer service at your clinic, there’s a high risk that they won’t stick around. From the very first time a patient reaches out to you, here are some tips to make the experience a positive one for them.  ","_rawBody":[{"_key":"614e7b6f5fcc","_type":"block","children":[{"_key":"9ebc480aaa8f0","_type":"span","marks":[],"text":"You might be the very best clinician, but if your customer service is full of hiccups, it could undermine your credibility with patients over time and cause them to go elsewhere. First impressions matter (we all judge a book by its cover), and you want the patient’s journey with you—from their first enquiry all the way through to the final discharge—to be as smooth as possible."}],"markDefs":[],"style":"normal"},{"_key":"3390eb446806","_type":"block","children":[{"_key":"9381a99734570","_type":"span","marks":[],"text":"Whether you’re a solo practitioner or have a team that manages customer service for you, the key principles remain the same. We know you put your patients first and it’s important that you can convey that to them outside of the treatment room too."}],"markDefs":[],"style":"normal"},{"_key":"c3d1512e665b","_type":"block","children":[{"_key":"76d2817313260","_type":"span","marks":[],"text":"A big part of what we do at Cliniko involves customer support and we’ve learned a few things along the way about what works (and what doesn’t). Here’s our advice for getting the right message across to your patients and ensuring that they feel seen, heard, and at the centre of their own care in all their interactions with your clinic."}],"markDefs":[],"style":"normal"},{"_key":"84e2beb69af4","_type":"block","children":[{"_key":"1f918e460e230","_type":"span","marks":["strong"],"text":"Our top tips"}],"markDefs":[],"style":"h2"},{"_key":"930be4778320","_type":"numberedSubHeading","heading":"Honesty first, even if it’s uncomfortable","number":1},{"_key":"fbfbed14f335","_type":"block","children":[{"_key":"20b26d2f0b3d","_type":"span","marks":[],"text":"Even if you’re not a people pleaser, it’s still much easier to tell someone what they want to hear—no one wants to give a disappointing answer or be the bearer of bad news. When you know that being honest means that someone might decide to take their business elsewhere it can be even more challenging. Being comfortable saying no is a learned skill! But being truthful and transparent is the key to a good relationship with your patient base. "}],"markDefs":[],"style":"normal"},{"_key":"be7950f29f3c","_type":"block","children":[{"_key":"4a6a80f4f6470","_type":"span","marks":[],"text":"At Cliniko, we’ll often have prospective customers write in requiring features and workflows that we don’t offer, or what we do offer doesn’t quite suit their needs. In these cases, rather than hedging or giving a “salesy” answer ("},{"_key":"4a6a80f4f6471","_type":"span","marks":["em"],"text":"no worries, we’ll put your request on the list! Join us anyway"},{"_key":"4a6a80f4f6472","_type":"span","marks":[],"text":") we always tell the customers the difficult truth: "},{"_key":"4a6a80f4f6473","_type":"span","marks":["em"],"text":"sorry, but that feature isn’t coming and it’s unlikely that we’ll develop it"},{"_key":"4a6a80f4f6474","_type":"span","marks":[],"text":". "},{"_key":"4a6a80f4f6475","_type":"span","marks":["em"],"text":"Maybe there is another system that would better suit your specific needs."}],"markDefs":[],"style":"normal"},{"_key":"a8c885ff3ca5","_type":"block","children":[{"_key":"ec1f3ded545a0","_type":"span","marks":[],"text":"It’s not about just moving people along—we try to tell them why and to offer workarounds where possible. But it also gives the customer the chance to weigh their options, and to seek alternative practice management software if need be. Cliniko simply might not be the right solution for their business and if they can find a system that fits their needs, it’s a better outcome for everyone. We want happy people, not just happy customers."}],"markDefs":[],"style":"normal"},{"_key":"dceb92732930","_type":"block","children":[{"_key":"5933d3145db20","_type":"span","marks":[],"text":"Similarly, in your practice, if there’s something that you don’t do or aren’t likely to offer, it’s best to be completely up front about that from the outset. Or if you make a change to one of your policies for any reason, we’d always recommend communicating this openly and explaining why to your patients. People respect transparency."}],"markDefs":[],"style":"normal"},{"_key":"8a14cd7d9b45","_type":"numberedSubHeading","heading":"Be guided by the customer","number":2},{"_key":"769c000e3b96","_type":"block","children":[{"_key":"54befaaba36e0","_type":"span","marks":[],"text":"Good customer service means being adaptable to what your patient needs. The treatment room shouldn’t be the only place where the patient feels heard and understood—ideally, this should carry across into all their interactions with your clinic. The key is to think about who the patient is, what they need, and to meet them with empathy when they reach out."}],"markDefs":[],"style":"normal"},{"_key":"216a0a6de111","_type":"block","children":[{"_key":"0c00366a48740","_type":"span","marks":[],"text":"At Cliniko, part of how we try to stay adaptable is by tailoring our communication to suit the customer. If they’re a visual learner, we’ll use lots of screenshots when we’re walking them through an issue. If they want all the details written out, then we’ll wax lyrical! We try to get a gauge as to what the customer needs from us and respond accordingly. The trick is not to get stuck in a rut of “how we always do things”—be responsive to the individual you’re dealing with right now, and be willing to change your approach over time."}],"markDefs":[],"style":"normal"},{"_key":"8d4e690ef504","_type":"block","children":[{"_key":"938fd49d98910","_type":"span","marks":[],"text":"In your practice, adaptability in your customer service might involve being able to offer interim guidance or schedule a sooner review if a patient’s treatment plan doesn't seem to be working for them. Likewise, providing a few different options for payment can make your customer feel like you’re adapting to their needs—for example, offering payment at the time of booking or afterwards through different formats (with Cliniko this can be done "},{"_key":"938fd49d98911","_type":"span","marks":["6e7f333d710f"],"text":"several ways"},{"_key":"938fd49d98912","_type":"span","marks":[],"text":", including via an email or even a QR code)."}],"markDefs":[{"_key":"6e7f333d710f","_type":"link","href":"https://help.cliniko.com/en/articles/3833646-an-overview-of-online-payments"}],"style":"normal"},{"_key":"02a5c7157749","_type":"numberedSubHeading","heading":"Be accurate ","number":3},{"_key":"4640805d2faf","_type":"block","children":[{"_key":"0bc8eca245c90","_type":"span","marks":[],"text":"Also aim to regularly check your "},{"_key":"0bc8eca245c91","_type":"span","marks":["6ad35ebd724d"],"text":"automated messages"},{"_key":"0bc8eca245c92","_type":"span","marks":[],"text":" (such as reminders and confirmations) to make sure everything is still correct and cut down on potential confusion. It can be easy for details like time zones, addresses, and policy information to get out of date accidentally."}],"markDefs":[{"_key":"6ad35ebd724d","_type":"link","href":"https://help.cliniko.com/en/articles/1023930-set-up-appointment-confirmation-emails"}],"style":"normal"},{"_key":"a176ea8e334e","_type":"numberedSubHeading","heading":"Timeliness does matter","number":4},{"_key":"5b866f3c1c88","_type":"block","children":[{"_key":"b5d750bdf8da0","_type":"span","marks":[],"text":"Of course, timeliness matters too and getting back to people quickly is important. This is where having a defined process about how you’re getting back to your patients and setting clear expectations as to how long they can expect to wait is crucial."}],"markDefs":[],"style":"normal"},{"_key":"1930fa9bb00d","_type":"block","children":[{"_key":"c69edf1dca180","_type":"span","marks":[],"text":"You can make this easier by automating your communications. Whether it’s via an auto-reply, some text on your website, or an answering machine message, let your patients know how long they can expect to wait for an answer when they’ve contacted you and be sure to reply within this window when you can. If it isn’t an urgent issue, people generally don’t get too frustrated at waiting if you give them a reasonable time frame for a response (whether that’s two hours or two days)."}],"markDefs":[],"style":"normal"},{"_key":"02ec3e40018a","_type":"block","children":[{"_key":"996ff2d73a6a0","_type":"span","marks":[],"text":"If you have a presence across different social media channels, make sure you’re also actively checking each platform so that no enquiries accidentally fall through the cracks and get missed (we’ve done this on occasion, and it feels terrible—so learn from our mistakes!)."}],"markDefs":[],"style":"normal"},{"_key":"69c2a1afc685","_type":"numberedSubHeading","heading":"Keep communicating","number":5},{"_key":"dc80fabe0c80","_type":"block","children":[{"_key":"7b1c66c2cc180","_type":"span","marks":[],"text":"Being proactive with your communications is also important during the referral process. Whether you’ve recommended further treatment elsewhere or discharged the patient back to their original referrer, ideally this journey should be as smooth as possible for the patient. Keep them up to speed by making sure they receive copies of correspondence where necessary and that they’re updated about what the next steps are in their treatment process."}],"markDefs":[],"style":"normal"},{"_key":"4893504ba0d3","_type":"block","children":[{"_key":"c5c1810bf1890","_type":"span","marks":[],"text":"We always try to do this at Cliniko by communicating with customers at each stage of the process when they write in. We want to anticipate needs as much as possible. The ideal outcome is for customers to get all the information they need from us ASAP, without needing to prompt us for more or keep chatting all day."}],"markDefs":[],"style":"normal"},{"_key":"95009b2d9fbd","_type":"block","children":[{"_key":"9399ff53219e0","_type":"span","marks":[],"text":"This responsive approach also applies when we’re hiring—we’ll acknowledge every application and everyone gets a final response, whether or not they’ve been successful."}],"markDefs":[],"style":"normal"},{"_key":"95bfcbe15e5a","_type":"numberedSubHeading","heading":"Employ a good team to support you","number":6},{"_key":"ed5bfab95ed1","_type":"block","children":[{"_key":"30fcb7a554800","_type":"span","marks":[],"text":"If you have a reception team, your patients’ perception of your clinic begins here—the customer support that your team provides sets the tone before a patient ever gets in front of you! Your admin team are the ones who guide your patients through the nitty gritty details that can be hotbeds of frustration, such as online bookings, taking payments, and rescheduling, etc. Effective hiring processes are crucial to ensure that you have a dream team around you to help. In our view, providing incentives through a great work culture and offering an above-average salary is key to attracting (and keeping) talented people on your team. Your clinic management team should be every bit the superstars that your practitioners are, and not an afterthought. If you’re hiring, really put the time in to think about who you want to embody your business for your clients."}],"markDefs":[],"style":"normal"},{"_key":"448c5d678798","_type":"block","children":[{"_key":"b00f64f12ba70","_type":"span","marks":[],"text":"If you’re a solo practitioner and the clinic administration all falls to you, we’d suggest automating as many processes as you can to reduce the demands on your time and reduce human error. This is where using digital tools can come in handy (and yes, Cliniko might be able help, but that’s not why we’re saying this!)."}],"markDefs":[],"style":"normal"},{"_key":"fc7f4faf7fce","_type":"numberedSubHeading","heading":"Have a good system in place","number":7},{"_key":"f163542ddc9b","_type":"block","children":[{"_key":"7c4f71270eaa","_type":"span","marks":[],"text":"It isn’t just about the people you employ. Whether you’re a solo practitioner or managing a whole team, having a system in place to support your customer service makes things easier all around. An effective system should enable you or your team to respond to your customers in a coordinated way and to divide tasks so that nothing falls between the cracks. Ideally, you want to ensure that the quality of support for the person on the other end is consistent and never falters. "}],"markDefs":[],"style":"normal"},{"_key":"e6295550c700","_type":"block","children":[{"_key":"45e5cbe044dc0","_type":"span","marks":[],"text":"At Cliniko, we use a help desk program called Intercom to provide our customer support and it works well for us, but we’d tried other things before we settled on this platform as our choice so it’s always worth exploring your options. "}],"markDefs":[],"style":"normal"},{"_key":"06b7e5d82d6d","_type":"block","children":[{"_key":"032af2f559120","_type":"span","marks":["strong"],"text":"Using Cliniko to personalise your customer support"}],"markDefs":[],"style":"h3"},{"_key":"cf441652a08b","_type":"block","children":[{"_key":"8ade0a68e1b4","_type":"span","marks":["strong"],"text":"\n"},{"_key":"032af2f559121","_type":"span","marks":[],"text":"One thing Cliniko can help with is personalising your customer support."},{"_key":"032af2f559122","_type":"span","marks":["strong"],"text":" "},{"_key":"032af2f559123","_type":"span","marks":[],"text":"Nobody wants to feel like they’re simply a number or a patient file; your patients want to know they’re going to a clinic that cares about them. This is where staying abreast of what’s happening in your patients’ lives and finding easy ways to customise your communications with them can really develop the sense of connection a patient feels with your practice. Here are some Cliniko features you could use to assist with this:"}],"markDefs":[],"style":"normal"},{"_key":"d7ae9aad2c6f","_type":"block","children":[{"_key":"2b38279264d00","_type":"span","marks":["strong"],"text":"Custom patient field placeholders"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"d832285b45cb","_type":"block","children":[{"_key":"55c2c33d1f41","_type":"span","marks":[],"text":"Using "},{"_key":"011ae4d69adc","_type":"span","marks":["4a4ed1010bc3"],"text":"placeholders to customise your communications"},{"_key":"636b633e5ddc","_type":"span","marks":[],"text":" makes a big difference to making your messages to patients less generic. A patient receiving an email from you that addresses them by their name is immediately more engaging (just don’t overdo it or the tone will quickly shift to inauthentic). You can also draw on other information, such as when that person first started coming to see you.\n"}],"markDefs":[{"_key":"4a4ed1010bc3","_type":"link","href":"https://www.cliniko.com/blog/news/custom-patient-field-placeholders/"}],"style":"normal"},{"_key":"fca73bb3ae90","_type":"block","children":[{"_key":"f5c50d00c5820","_type":"span","marks":["strong"],"text":"Adding notes"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"f9f76970f527","_type":"block","children":[{"_key":"aaca37eafd6f0","_type":"span","marks":[],"text":"The "},{"_key":"aaca37eafd6f1","_type":"span","marks":["ebb045126ef3"],"text":"notes feature"},{"_key":"aaca37eafd6f2","_type":"span","marks":[],"text":" in Cliniko is a good place to jot down things that are happening in each patient’s life that you might not otherwise remember (an overseas trip they’ve got coming up, a wedding anniversary, the death of a beloved fur baby, a child’s graduation etc). When the patient next comes to see you, you can pick up where you left off without missing a beat and ask the right questions to demonstrate your interest in their story. Just remember that any information you put here is visible to your team, so make sure that you’re not disclosing anything overly personal! Alternatively, "},{"_key":"aaca37eafd6f3","_type":"span","marks":["6d75b24fa59b"],"text":"medical alerts"},{"_key":"aaca37eafd6f4","_type":"span","marks":[],"text":" or a "},{"_key":"aaca37eafd6f5","_type":"span","marks":["0108f4de7b7d"],"text":"pinned treatment note"},{"_key":"aaca37eafd6f6","_type":"span","marks":[],"text":" could be used for more private or sensitive information that you’d like to keep in mind (like a historical injury for example), as these have restricted visibility."}],"markDefs":[{"_key":"ebb045126ef3","_type":"link","href":"https://help.cliniko.com/en/articles/1024051-add-notes-to-a-patient"},{"_key":"6d75b24fa59b","_type":"link","href":"https://help.cliniko.com/en/articles/1024063-add-a-medical-alert-to-a-patient"},{"_key":"0108f4de7b7d","_type":"link","href":"https://help.cliniko.com/en/articles/1023881-write-a-treatment-note"}],"style":"normal"},{"_key":"a8d80ff3125f","_type":"block","children":[{"_key":"3b8fe55b6b190","_type":"span","marks":["strong"],"text":"Adding a gap if someone needs assistance"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"315564d2068c","_type":"block","children":[{"_key":"5ea2b415ab990","_type":"span","marks":[],"text":"If someone needs extra assistance or help getting into the building, for example, "},{"_key":"5ea2b415ab991","_type":"span","marks":["d5dfef3cc5cc"],"text":"you can schedule a short gap"},{"_key":"5ea2b415ab992","_type":"span","marks":[],"text":" before or after their appointment. This is another way to add an extra level of patient care to your customer service."}],"markDefs":[{"_key":"d5dfef3cc5cc","_type":"link","href":"https://help.cliniko.com/en/articles/1023892-scheduling-time-off"}],"style":"normal"},{"_key":"6633c863b3a7","_type":"block","children":[{"_key":"89227b1496580","_type":"span","marks":["strong"],"text":"Using recalls to get your patients back into the clinic"}],"level":1,"listItem":"bullet","markDefs":[],"style":"h4"},{"_key":"4159b07deb35","_type":"block","children":[{"_key":"85a63c39e9210","_type":"span","marks":[],"text":"After a patient’s last appointment, you’ll often want to see them again. The patient won’t always want to schedule their next session with you right away, though—and that’s where recalls can come in handy! You can "},{"_key":"85a63c39e9211","_type":"span","marks":["1ac086f73bf9"],"text":"create custom recalls in Cliniko"},{"_key":"85a63c39e9212","_type":"span","marks":[],"text":" allowing you to follow-up in a more personal way with them down the track."}],"markDefs":[{"_key":"1ac086f73bf9","_type":"link","href":"https://help.cliniko.com/en/articles/1023943-recalling-patients"}],"style":"normal"},{"_key":"33309d52d0e2","_type":"block","children":[{"_key":"4ea37e35e3d60","_type":"span","marks":[],"text":"As ever, if you want to chat more to us about how we do things, or hear further tips on making your Cliniko account more efficient, "},{"_key":"4ea37e35e3d61","_type":"span","marks":["703641605d98"],"text":"drop our support team a line!"}],"markDefs":[{"_key":"703641605d98","_type":"link","href":"mailto:support@cliniko.com"}],"style":"normal"},{"_key":"d9004882cc83","_type":"block","children":[{"_key":"948e8881ec680","_type":"span","marks":[],"text":"\n"}],"markDefs":[],"style":"normal"}],"category":{"id":"-69be6ec1-fe49-51fc-b4ed-068a224501f3","title":"Practice management tips","slug":{"current":"practice-tips"},"base":{"label":"Featured article","slug":{"current":"blog"},"title":"Cliniko blog"}},"slug":{"current":"what-weve-learned-about-good-customer-service"}}}]}},"pageContext":{}},"staticQueryHashes":["1597897351","396852870"]}