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Customer story· Midland Physiotherapy

How Arcline saved Midland Physio $35k

Over 246 days, Arcline handled around 18,450 calls, helped book 11,900 appointments and returned more than 920 hours to reception.

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$35k is the estimated value of reception time returned, not verified cash savings.

Physiotherapist assisting a patient with a knee movement in a bright clinic
$35k in reception capacity · clinic-supplied data
The exterior of Midland Physiotherapy Center, with its physiotherapy and allied health signage
Meet the clinic

About Midland

With around 25 practitioners, Midland Physiotherapy Center has a busy appointment diary. Its reception team needed to support patients at the counter while keeping up with incoming calls.

Before Arcline

Phone calls interrupted face-to-face patient support. After-hours enquiries became a callback list for the following morning.

Practitioners at Midland
~25
Calls handled by Arcline per day
~75
Bookings made by Arcline per day
~48

Daily call and booking figures are Arcline's averages across the 246-day reporting period, not the clinic's total activity.

Results at a glance

One clinic. Eight months. A measurable shift.

Each number reflects the reporting period from 10 January to 12 September 2026.

~18,450calls handledAround 75 every day
26.4%called after hoursAbout 4,871 calls
96%completed without transferOnly ~3 transfers a day
64.5%of calls bookedNearly two in three
+23%bookings vs prior periodAlongside 10% more calls
~11,900appointments bookedRoughly 48 every day
$2.02M–$2.80Mgross booked appointment valueDiary value, not collected revenue
922.5hours savedDirect phone time back to reception
$35kestimated reception savingsTime saved valued at $38/hour
115
workdays returnedAt eight hours per day

Gross booked appointment value is not incremental revenue, collected revenue, or profit. The $35k savings figure is the estimated value of reception time saved, not verified cash savings.

The challenge

Reception was being
pulled in two directions.

The team had to support people at the counter while a steady stream of phone calls competed for the same attention.

BeforeAt peak times

Up to five receptionists

could be needed on the floor to keep pace with demand.

AfterWith Arcline

Typically two or three

Receptionists can remain focused on patients and higher-value work.

Constant interruption

Phone calls broke the rhythm of face-to-face patient service.

Voicemail became tomorrow's work

After-hours enquiries created a callback list for the next morning.

The solution

A receptionist designed around the clinic.

Arcline extended access without removing the human hand-off for the calls that genuinely needed it.

01

A patient calls

Calls can arrive during the day, after hours, or on a public holiday.

02

Arcline answers

The AI receptionist handles routine questions and appointment requests.

03

The booking is made

Patients can act while their intent is high instead of waiting for a callback.

04

People step in when needed

Only around 4% of calls required a transfer to the clinic team.

Booking performance

Nearly two in three
calls became a booking.

A 64.5% booking rate across approximately 18,450 calls equates to around 11,900 appointments—or roughly 48 every day.

~11.8%relative increase in booking rate
~11,900appointments
~48bookings per day
$2.02M–$2.80Mestimated gross booked appointment value

Bookings made while intent was high

Based on typical appointment values of $170–$235. Gross booked appointment value is not incremental or collected revenue.
In the client's words

“It has taken such a huge load off their shoulders.”

Sarah Mac AlasdairSenior Physiotherapist and Owner
“Our receptionists are much less stressed and can actually focus on the patients standing in front of them.”
“At our busiest times, we previously needed around five receptionists on the floor. Now we can manage with two, sometimes three.”
“It has made a genuine difference to the day-to-day running of our practice, both for our staff and our patients.”
Your clinic. Your call flows.

AI reception, built around your clinic.

Talk through your phone coverage, booking rules and practice software with our Perth team. We'll help you work out where Arcline can support your reception staff.

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Methodology and data notesSee how each result was calculated

All figures are based on information supplied for Midland Physiotherapy Center and rounded for readability.

  • The reporting period covers 10 January through 12 September 2026: 246 calendar days.
  • Calls handled: 75 average daily calls × 246 days = approximately 18,450 calls.
  • Appointments booked: approximately 18,450 calls × 64.5% = approximately 11,900 bookings.
  • After-hours calls: approximately 18,450 calls × 26.4% = approximately 4,871 calls.
  • Human transfers: 3 average daily transfers × 246 days = approximately 738 transfers, or 4% of calls.
  • Direct phone time returned: approximately 18,450 calls × 3 minutes = 922.5 hours.
  • Eight-hour workdays returned: 922.5 hours ÷ 8 = approximately 115 days.
  • Reception capacity value: 922.5 hours × $38 per hour = $35,055.
  • Gross booked appointment value: approximately 11,900 bookings × $170–$235 = approximately $2.02M–$2.80M.
  • Relative booking-rate increase: 1.23 (booking growth) ÷ 1.10 (call growth) − 1 = approximately 11.8%. This is a relative change, not an 11.8 percentage-point increase.
  • The 23% booking increase is an observed association. The clinic was also growing, so Arcline should not be treated as the sole cause.