AI Receptionist for post-operative rehabilitation clinics
Post-op rehab patients need to start on time. Every missed booking is a setback to recovery.
Ava is the AI receptionist for post-operative rehabilitation clinics that captures the procedure and books the first session — from the moment the patient leaves hospital.
A post-op rehab course runs 6–16 sessions worth £400–£900 in fees. Miss a referral call at discharge and you lose the entire course — not just the first appointment.
The short answer
- 1. Post-op referral calls often come from the hospital or directly from the patient at discharge — a time-sensitive moment when the patient is anxious and needs a clear next step. Ava answers and provides it.
- 2. She captures the surgical procedure, the operating surgeon or hospital, and the recommended start date, giving your physiotherapist the context needed to plan an appropriate rehabilitation programme.
- 3. A full post-op course runs 6–16 sessions worth £400–£900. Missing the referral call loses the entire course, not just a single appointment.
- 4. Ava integrates with Cliniko, Pabau, TM3, WriteUpp, and Jane — writing the confirmed first session directly into your diary with procedure context attached.
- 5. She handles both private orthopaedic referrals and NHS Choose & Book pathways, routing insurance queries to your admin team for pre-authorisation.
The problem
A patient has just had a total knee replacement and their orthopaedic surgeon has given them a discharge letter with a post-op physio referral. They call your clinic from the hospital. They are anxious, in some discomfort, and following strict instructions. If you do not answer, they do not know what to do next.
What Ava does
Ava answers every post-operative referral call, captures the surgical procedure, the operating surgeon or hospital, and the recommended start date, and books the first rehabilitation assessment — giving the patient a clear next step before they leave the ward.
Post-op rehabilitation is high-value and typically covers 6–16 sessions. A total knee or hip replacement patient represents £400–£900 in rehabilitation fees over the course. NHS and private referrals both contribute — every unanswered call is a course lost.
Why are post-operative referral calls so time-critical?
Post-op patients receive their rehabilitation referral at the point of discharge — when they are anxious, in discomfort, and following a list of instructions. If the physio clinic does not answer, the patient does not have a next step and may delay starting rehab. A delayed start adds time to recovery and the clinic loses a 6–16 session course worth £400–£900.
Orthopaedic surgeons issue rehabilitation referrals with a recommended start date — typically 2–4 weeks post-surgery for joint replacements, earlier for soft tissue procedures. Clinics that answer the first call and book the first session within that window receive the full course. Clinics that miss the call often find the patient has been redirected to an NHS service or a rival clinic before a callback is made.
Post-op patients are also more likely to disengage if the early stages of their programme feel disorganised. A patient who cannot book their first session easily may attend inconsistently, which affects their outcomes and reflects poorly on the clinic's programme quality. A clean, immediate booking experience sets the right tone.
Ava captures the procedure and start date in the first call so your physiotherapist can prepare the appropriate programme protocol before the first session — rather than starting with an extended history-taking consultation that delays the actual rehabilitation work.
What does Ava capture from a post-op rehabilitation referral call?
Ava captures the surgical procedure, the operating surgeon or hospital name, the recommended rehabilitation start date, whether the patient is self-pay or insured, and any mobility aids or weight-bearing restrictions noted on discharge. This is logged against the booking so your physiotherapist arrives prepared.
The procedure type is the most important clinical context. A total knee replacement follows a fundamentally different rehabilitation protocol from a rotator cuff repair or a lumbar decompression. Ava asks in plain language — 'Can I ask what the operation was?' — and records the patient's description for your physiotherapist to review.
Mobility status at the point of referral is operationally important. A patient who is non-weight-bearing on crutches needs a different appointment slot length and may need a ground-floor or accessible clinic room. Ava captures whether the patient is using mobility aids and flags this for your reception team.
Ava does not comment on the surgical procedure, advise on weight-bearing status, or suggest a rehabilitation timeline. Those are clinical decisions for your physiotherapists and the referring surgeon. Ava captures context and books.
Can Ava handle both private orthopaedic and NHS post-op referrals?
Yes. Ava identifies whether the referral is from a private orthopaedic surgeon, an NHS consultant, or a Choose & Book pathway and routes accordingly. For private patients she asks for the insurer and membership number so your admin team can begin pre-authorisation. For NHS referrals she confirms the referral letter and books the appropriate slot.
Private orthopaedic referrals often come from consultants at Bupa Cromwell, HCA, or equivalent private hospitals. These patients typically have PMI cover from Bupa, AXA Health, Vitality, or Aviva and need authorisation before the course begins. Ava captures the insurer details in the booking call so your admin team can act before the first session.
NHS post-op referrals through Choose & Book or a GP letter have a different documentation pathway. Ava notes the referral source and the referring organisation, which allows your admin team to confirm receipt and ensure the paperwork trail is correct.
Whatever the pathway, Ava books the first rehabilitation session in the same call and provides the patient with a clear confirmation. The clinical and administrative follow-up is managed by your team, fully briefed by the structured call summary Ava has captured.
£400–£900
Value of a typical 6–16 session post-operative rehabilitation course
UK physiotherapy industry estimate
2–4 weeks
Recommended window to begin rehabilitation after joint replacement surgery
UK orthopaedic clinical guidance estimate
Full course
Revenue at risk from a single missed post-op referral call at discharge
Derived from figures in this page
The difference
Voicemail takes a message. Ava books the appointment.
What callers ring about
Every post-operative rehabilitation call, handled.
- Post-op knee and hip replacement rehab
- Orthopaedic surgeon referral bookings
- Shoulder and rotator cuff post-op rehab
- Spinal surgery rehabilitation starts
Hear it in action
This is what your callers hear.
- Good afternoon, Apex Rehabilitation — how can I help?
- Hi, I've just had my knee replaced. My surgeon said I need to start physio in about three weeks.
- Of course — we specialise in post-operative rehabilitation. Can I ask which hospital you were at, and whether you're currently weight-bearing?
- The Nuffield. I'm on crutches — partial weight-bearing.
- Noted. I'll book you into our accessible ground-floor room. I have a slot available in three weeks on a Tuesday or Thursday. Which suits you?
Before you choose
What to look for in an AI receptionist for post-operative rehabilitation.
Procedure and context capture
The AI must capture the surgical procedure and any mobility restrictions in the booking call. A physiotherapist who sees 'post-op knee' without a start date, weight-bearing status, or surgeon name must spend the first session gathering information rather than beginning rehabilitation.
Insurance pre-authorisation routing
Post-op courses are frequently covered by PMI. The AI should capture insurer details in the booking call so admin can initiate authorisation before the first session — not as an afterthought on arrival.
Start-date adherence
Post-op rehabilitation is time-sensitive. The AI must note the surgeon's recommended start date and offer slots within that window — not the next convenient general opening.
Non-clinical boundary
The AI must not comment on the surgical outcome, rehabilitation prognosis, or weight-bearing protocol. Those are clinical matters for your physiotherapists, in collaboration with the referring surgeon.
Common questions
Everything you’re wondering.
Can Ava book a post-op physiotherapy session when a patient calls from the hospital?
Yes. Ava answers 24/7, captures the procedure, surgeon, and recommended start date, and books the first rehabilitation session from your live diary — giving the patient a confirmed next step before they leave the ward.
Does Ava give patients advice about their post-operative recovery?
No. Ava captures the procedure and mobility context in plain language and books the appropriate session. She does not advise on weight-bearing, exercise, or recovery timelines. All clinical guidance is provided by your HCPC-registered physiotherapists.
Can Ava handle private orthopaedic and NHS post-op referrals differently?
Yes. Ava asks whether the referral is private or NHS, captures the insurer and membership number for PMI patients, and notes the referral source for NHS pathways — routing each correctly so your admin team can manage the documentation.
What if the patient is not yet sure of the start date?
Ava books the first session within the window the patient describes — for example, 'three weeks from now' — and notes that the exact date should be confirmed with the surgeon if not yet specified. She flags the booking for admin review rather than leaving the patient without a confirmed slot.
Can Ava flag accessibility needs for post-op patients using mobility aids?
Yes. Ava asks whether the patient is using crutches, a walking frame, or a wheelchair, and logs this against the booking so your reception team can assign an accessible room and appropriate slot length.
Does Ava integrate with physiotherapy practice management software for post-op bookings?
Yes. Ava integrates with Cliniko, Pabau, TM3, WriteUpp, and Jane, writing the confirmed booking with procedure context and mobility notes directly into your diary.
Is a signed Data Processing Agreement provided before Ava handles patient data?
Yes. We provide a signed DPA before Ava handles any patient data. She is UK GDPR compliant and ICO registered, with all data held on UK or EU infrastructure under a documented lawful basis.
Pricing
Ava pays for herself on call one.
Post-op rehabilitation is high-value and typically covers 6–16 sessions. A total knee or hip replacement patient represents £400–£900 in rehabilitation fees over the course. NHS and private referrals both contribute — every unanswered call is a course lost. Plans from £397/mo. One recovered job a month covers it — everything else is pure upside.
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