Roch Solutions

How it works

Built for you.

When Susie answers, every call follows the same careful journey — shaped around your clinic, not a generic script.

  1. 01

    Answers

    Every call answered calmly, in your clinic's tone — first ring, any hour.

  2. 02

    Understands

    Susie works out why the patient is calling: new pain, follow-up, admin — or something that needs a human.

  3. 03

    Captures

    Name, history, urgency, preferred times — gathered naturally in conversation, not by interrogation.

  4. 04

    Books or routes

    Verified diaries are booked directly. Everything else is routed to your team as clear booking intent.

  5. 05

    Summarises

    Your team receives a structured record of the call — not a voicemail to decode.

  6. 06

    Escalates when needed

    Red flags and uncertainty stop the flow and hand straight over to a human.

Received by reception · 09:13

Call summary

Caller
New patient — Sarah W. · mobile ending 4471
Reason
Lower-back pain, two weeks, worse when sitting
Preferred time
Weekday mornings, ideally before work
Urgency
Routine — no red flags identified
Outcome
Booking intent captured in full
Next action
Reception to confirm Tuesday 08:15 with Ben

All of it configured around you — your clinic’s diary, your tone of voice, your booking rules, and your handoff process. Susie answers the way your best receptionist would, because she is configured by the people who know your clinic.

Where a booking integration has been verified with your diary system, Susie books directly. Where it hasn’t, she captures the booking intent — name, need, urgency, preferred times — and sends your team a structured summary to confirm.

Direct booking is only ever claimed where it has been verified. We would rather be precise than impressive.

Trained on the calls physio clinics actually receive.

Clinical enquiries04

  • Back pain, new assessment

    Captures history, urgency and preferred times.

  • MSK and post-op rehab questions

    Answers from your clinic's own information — nothing invented.

  • Sports injury before the weekend

    Understands “can I still train?” means “how soon can you see me?”

  • Back again, same problem

    Tells a returning patient from a new one and books the right appointment.

Front desk04

  • Cancellations and rescheduling

    Handles diary changes without interrupting treatment.

  • Pricing and session length

    Quotes only what your clinic has approved.

  • Availability and next appointment

    Works to your booking rules, not around them.

  • Location, parking, access

    The questions that should never need a clinician.

Clinical fluency

39 conditions.
Understood, not diagnosed.

Patients describe their pain in their own words. Susie recognises what they mean, asks the right follow-up, and routes them to the right appointment — the clinical judgement stays with you.

  • Mechanical low back pain
  • Sciatica
  • Spinal stenosis
  • Disc-related back pain
  • Stiff neck
  • Whiplash
  • Cervicogenic headache
  • Rotator cuff pain
  • Frozen shoulder
  • Tennis elbow
  • Golfer's elbow
  • Carpal tunnel syndrome
  • Hip osteoarthritis
  • Lateral hip pain
  • Front-of-knee pain
  • Meniscal knee pain
  • ACL injury
  • Knee osteoarthritis
  • Achilles tendinopathy
  • Plantar fasciitis
  • Shin splints
  • Ankle sprain
  • Stroke rehabilitation
  • Multiple sclerosis
  • Parkinson's
  • Vestibular dizziness
  • Fibromyalgia
  • Post-operative rehab
  • Pelvic girdle pain
  • Jaw pain
  • Desk-related RSI
  • Migraine with neck involvement
  • Rib pain
  • Hamstring strain
  • Calf strain
  • Groin strain
  • Hypermobility
  • Osteoporosis
  • Osgood-Schlatter

SUSIE — 39 CONDITIONS LOADED

Safety

Six red flags.
Screened before anything is booked.

When a caller describes one of these, Susie asks the screening question. Five stop the booking and point the caller to the right medical review first. One is flagged for their GP alongside physio.

Screening routes the caller. It is never a diagnosis.

  1. 01 · Cauda equina

    Back or leg pain with bladder, bowel or saddle changes

    Screen → escalate · urgent review

  2. 02 · DVT

    Calf pain or swelling

    Screen → escalate · urgent review

  3. 03 · Serious spinal pathology

    Back pain with weight loss, fevers or night sweats

    Screen → escalate · GP review first

  4. 04 · Fracture

    An injury after a fall, impact or accident

    Screen → escalate · rule out fracture

  5. 05 · Neurovascular signs

    Neck pain with dizziness, blackouts or double vision

    Screen → escalate · medical review first

  6. 06 · Inflammatory pattern

    Long morning stiffness or several swollen joints

    Screen → advise · GP alongside physio

14:02“My calf’s been swollen since the flight”→DVT screen→Escalated