When one client has three therapists and the team needs to actually talk.
Clients with multiple needs got duplicated across spreadsheet tabs. Multi-service client records and shared goals made cover-day handovers possible.
Tuesday morning meetings went from 'who's seeing whom this week' to 'who's stuck and where do we adjust'.
What was actually hard
The team carried clients with multiple needs — a child with speech and OT goals, an adult with OT and physio. The previous setup duplicated each client across spreadsheet tabs, and goals lived inside individual session notes. When a therapist was sick, the cover therapist either improvised or rescheduled. Continuity of care was real on the day; it was patchy across weeks.
What changed
Modelling each client once, with separate service rows for each discipline, meant the right people saw the right caseload. Goals moved up to the client record so they were the first thing a covering therapist saw. Session notes stayed clinical and specific. The team meeting that used to be 'who is seeing whom this week' became 'who is stuck and where do we adjust'.
Early signal
The practice manager said the noisiest part of her week — the Tuesday-morning pre-clinic check-in — got noticeably quieter. People still ask questions, but they are better questions: about the client’s progress, not about who has what.
- Hunter Valley, NSW
Reclaiming Sunday night when the laptop was eating the weekend.
A spreadsheet, a calendar app, and Post-its on the bench were eating her weekends. One weekly view of clients, sessions, and goals replaced the tangle.
Read this story - Western Sydney, NSW
Watching the caseload distribute, instead of finding out at exit interviews.
Caseload imbalances used to surface at exit interviews. A shared utilisation view turned that into a Monday-morning conversation.
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