Traditional additional coverage
- Rostered hours define availability
- Recruitment and onboarding lead time
- Annual leave coordination
- Sick leave disruption
- Peak demand limits
- After-hours availability is costly
- Channels handled separately
Pillar Brain // Illustrative interface
Every hour your clinic spends on admin is an hour of care it can't give.
Pillar is the agentic patient and practitioner experience layer for allied health — answering, booking, following up and protecting revenue while your team treats patients.
From constant interruption to a connected layer.
Chapter 1 / 5
Whole surface // noise
01 Pressure
The load lands everywhere at once
Missed calls during treatment. After-hours enquiries that go unanswered until morning. Rebooking gaps nobody had time to chase. Administration quietly moving onto practitioners who should be treating.
02 Connect
One connected communication layer
Phone, SMS, email, web chat and social messages handled in one place, with shared context. Your team sees the full history of every patient conversation, whichever channel it arrived on.
03 Learn
Answers only from what your clinic approved
Pillar answers from knowledge your clinic has confirmed — services, prices, hours, policies. Anything unconfirmed is escalated to a human rather than guessed at.
04 Agents
A platform of agents, released as they are ready
Two agents are available today. The rest are published with their real status, so you always know what you can use now and what is still ahead.
- Front DeskAvailable
Calls, bookings, cancellations and routine coverage.
- CommunicationsAvailable
SMS, email, web, Instagram and Facebook in one layer.
- RetentionPrivate Beta
Recalls, reactivation and drop-off visibility.
- PractitionerComing Soon
Notes, letters, instructions and handovers.
- GrowthComing Soon
Protects the marketing budget you already spend.
- RehabComing Soon
Practitioner-approved programs and engagement.
- PaymentsIn Development
Recurring payments and failed-payment recovery.
05 Value
Model it against your own numbers
Put your clinic's real volumes into the calculator below. Every figure it returns is built from your inputs and assumptions you can read.
Chapter 05 // connected
Every signal in your clinic, on one connected layer.
Calls, messages, bookings and follow-ups stop living in separate places. Your team keeps the clinical judgement; Pillar keeps the threads joined.
Connecting…
See what Pillar could return to your clinic.
Adjust the clinic settings below to estimate the time, revenue and operational capacity each Pillar agent could create or protect.
Estimates are based on the clinic information and assumptions shown. Actual outcomes depend on workflow, volume, implementation, patient behaviour and selected agents.
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Estimated Annual Value$84,516Available agents only
Reception Hours Returned671.6 h
Practitioner Hours Returned0 h
Revenue Recovered$58,995
Marketing Budget Protected$0
Coverage Capacity Protected1,192 h
Patient Experience Coverage6192 / 100
New Revenue Opportunity$0
Front Desk
AvailableCalls, bookings, cancellations and routine coverage.
Estimated annual value$78,398
Hours returned / protected1,702.6 h
Missed enquiries recovered$58,995
How this value is achieved
- Calls answered immediately, including during peaks
- New-patient enquiries captured across channels
- Approved bookings completed on the spot
Formula — missed enquiries/week × booking conversion × new-patient value × productive weeks
- · 6 missed enquiries per week
- · 45% booking conversion on recovered enquiries
- · $475 average new-patient value
- · 46 productive weeks per year
Reception hours returned (routine calls)303.6 h
How this value is achieved
- Common questions answered from confirmed clinic knowledge
- Callers routed or escalated to the right person
Formula — routine calls/week × minutes per call ÷ 60 × productive weeks
- · 55% of 180 weekly calls are routine
- · 4 min average manual handling per call
Reception time value (routine calls)$11,537
How this value is achieved
- Time redirected to in-clinic patients, not new headcount
Formula — reception hours returned × reception employment cost/hour
- · $38/h fully-loaded reception cost
Booking administration returned207 h
How this value is achieved
- Cancellations and reschedules processed against clinic rules
- Confirmations sent without manual follow-up
Formula — booking actions/week × minutes per action ÷ 60 × productive weeks
- · 90 bookings, cancellations and reschedules per week
- · 3 min per manual action
Booking administration value$7,866
How this value is achieved
- Routine booking workload absorbed inside existing rosters
Formula — booking admin hours × reception employment cost/hour
- · $38/h fully-loaded reception cost
Routine coverage protected1,192 h
How this value is achieved
- Pillar maintains routine communication coverage while the human team is unavailable
- Lunches, meetings and treatment-room interruptions stay covered
Formula — (annual leave + sick leave) × front-desk team + (after-hours + overflow)/week × weeks
- · 152h annual leave and 76h sick leave per team member
- · 10h after-hours and 6h overflow coverage per week
Communications
AvailableSMS, email, web, Instagram and Facebook in one layer.
Estimated annual value$6,118
Hours returned / protected161 h
Message handling time returned161 h
How this value is achieved
- Channel context connected — no duplicate information gathering
- Messages drafted or resolved from approved responses
- Unresolved conversations surfaced for the team
Formula — routine messages/week × minutes per message ÷ 60 × productive weeks
- · 50% of 140 weekly messages are routine
- · 3 min manual handling per message across SMS, email, web, Instagram and Facebook
Message handling value$6,118
How this value is achieved
- Patients stop repeating themselves between channels
Formula — message hours returned × reception employment cost/hour
- · $38/h fully-loaded reception cost
Routine conversations closed per yearNot in totals3,220
How this value is achieved
- Every conversation keeps its context, outcome and next action
Formula — routine messages/week × productive weeks
- · Count of conversations, not a dollar figure — no revenue is assigned per message
Retention
Private BetaRecalls, reactivation and drop-off visibility.
Projected opportunity — agent not currently available.
Projected annual value$98,325
Hours returned / protected92 h
PVA continuity opportunity$98,325
How this value is achieved
- Recalls sent when patients drop out of their plan
- Reactivation of lapsed patients
- Drop-off made visible to the team
Formula — (target PVA − current PVA) × annual new patients × average visit value
- · Current PVA 8 → modelled target 10
- · 518 annual new patients (from enquiries × conversion × weeks)
- · $95 average visit value
- · PVA is an operational continuity measure. Any care frequency must remain clinically appropriate and practitioner-led.
Additional visits modelledNot in totals1,035
How this value is achieved
- Continuity of clinically appropriate care plans
Formula — (target PVA − current PVA) × annual new patients
- · Visit count behind the PVA opportunity above — not added to totals
Recall administration returned92 h
How this value is achieved
- Recall lists worked automatically against clinic rules
Formula — recalls/week × minutes per recall ÷ 60 × productive weeks
- · 30 recalls per week
- · 4 min manual admin per recall
Practitioner
Coming SoonNotes, letters, instructions and handovers.
Projected opportunity — agent not currently available.
Hours returned / protected1,005.9 h
Practitioner hours returned1,005.9 h
How this value is achieved
- Note completion and referral letters drafted for review
- Patient instructions and handover summaries prepared
- Tasks, forms and approved follow-up communication created
Formula — visits × minutes saved per consult ÷ 60 × weeks + practitioners × admin hours × 30% × weeks
- · 4 min saved per consult on notes, letters, instructions and handovers
- · 30% of 6h weekly admin per practitioner supported
Growth
Coming SoonProtects the marketing budget you already spend.
Projected opportunity — agent not currently available.
Projected annual value$45,675
Marketing budget protected$7,200
How this value is achieved
- Marketing enquiries followed up immediately, on every channel
- Response consistency independent of roster and demand
Formula — annual marketing budget × delayed/missed response rate
- · $36000 annual marketing budget
- · 20% of marketing enquiries currently delayed or missed
- · $40 effective cost per lead
- · Pillar is not attributed every conversion — this is spend at risk from slow response, protected by consistent follow-up.
Enquiry opportunity protected$38,475
How this value is achieved
- Enquiries not actioned today become booked consultations
Formula — at-risk enquiries × booking conversion × new-patient value
- · 180 enquiries at risk per year
- · 45% booking conversion, $475 new-patient value
Rehab
Coming SoonPractitioner-approved programs and engagement.
Projected opportunity — agent not currently available.
Projected annual value$7,438
Hours returned / protected126.5 h
Potential new rehab subscription revenue$7,438
How this value is achieved
- Rehab programs supported with approved exercise delivery
- Engagement reminders keep patients in their program
- Practitioner visibility of adherence
Formula — eligible patients × uptake × enrolment factor × program fee × program months
- · 20% of weekly visits eligible, 25% uptake
- · 10% enrolment factor — unique patients, not repeat visits
- · $49/month over 3 months
- · All rehab plans remain practitioner-approved.
Program setup and engagement admin returned126.5 h
How this value is achieved
- Program setup and engagement administration handled from approved templates
Formula — programs started × setup minutes saved ÷ 60 × productive weeks
- · 15 min saved per program setup
Payments
In DevelopmentRecurring payments and failed-payment recovery.
Projected opportunity — agent not currently available.
Projected annual value$1,728
Hours returned / protected1.9 h
Recurring revenue managedNot in totals$48,000
How this value is achieved
- Card-on-file and subscription administration with full visibility
Formula — monthly recurring revenue × 12
- · Existing revenue Pillar administers — never counted as value created by Pillar.
Failed payments recovered$1,728
How this value is achieved
- Failed payments followed up promptly and politely
Formula — annual recurring × failure rate × recovery rate
- · 6% payment failure rate
- · 60% recovered with automated follow-up
Payment administration returned1.9 h
How this value is achieved
- Follow-up sequences run without reception involvement
Formula — failed payments × follow-up minutes ÷ 60
- · 8 min manual follow-up per failed payment
Patient Experience Coverage
Current Estimated Coverage61 / 100
Projected Coverage with Pillar92 / 100
Calls answered90.163934426229596
Share of inbound calls answered rather than missed, based on your missed-enquiry inputs. Weight in the overall score: 20%.
Response consistency6092
How consistently patients get the same approved answer regardless of who is available. Weight in the overall score: 15%.
Unresolved-message rate5090
Share of conversations that reach an outcome instead of going quiet. Weight in the overall score: 10%.
Booking confirmations7095
Bookings, cancellations and reschedules confirmed back to the patient. Weight in the overall score: 10%.
Connected channel context4090
Whether a patient's history follows them between phone, SMS, email and social. Weight in the overall score: 10%.
Human escalation8595
Clear path from Pillar to a human — always available, clearly signposted. Weight in the overall score: 10%.
After-hours coverage1085
Routine enquiries handled outside rostered hours. Weight in the overall score: 10%.
Follow-up completion5590
Outstanding follow-ups completed rather than lost in the queue. Weight in the overall score: 10%.
Service consistency6590
Consistency of routine service across locations and team members. Weight in the overall score: 5%.
Patient Experience Coverage is an illustrative operational measure based on the clinic inputs. It is not a validated clinical outcome or patient-satisfaction score.
Coverage that does not disappear when the roster changes.
Pillar does not replace the value of your people. It maintains routine communication coverage while the team is treating patients, at lunch, on annual leave, unexpectedly away or managing peak demand.
Administrative coverage protected1,192 h / yr
Temporary cover cost potentially reduced$8,664
Enquiries at risk during uncovered periods1,920 / yr
Administrative coverage protected1,192 h
How this value is achieved
- Pillar maintains routine communication coverage while the team is treating patients, at lunch, on leave, unexpectedly away or managing peak demand
Formula — front-desk team × (annual + sick leave hours) + (after-hours + overflow)/week × weeks
- · 152h annual leave and 76h sick leave per team member
- · Public holidays, lunches, meetings and treatment-room interruptions are covered by the weekly overflow figure
Temporary cover cost potentially reduced$8,664
How this value is achieved
- Routine cover handled without arranging and briefing temps
Formula — leave hours × 40% typically back-filled × casual rate (cost × 1.25)
- · 40% of leave typically back-filled with temporary cover
- · Casual loading of 25% on $38/h
Enquiries at risk during uncovered periodsNot in totals1,920
How this value is achieved
- Enquiries during uncovered periods answered rather than queued
Formula — weekly inbound volume × weeks × uncovered share of rostered hours
- · Count of enquiries, capped at a 20% uncovered share — editable
Add routine capacity without adding the same administrative load.
Pillar-supported capacity
- Routine coverage outside roster constraints
- Consistent approved responses
- Connected channels with shared context
- Visible outcomes and activity history
- Scalable across locations
- Human escalation always available
- Supports existing staff — does not replace practitioner judgement
Pillar supports equivalent routine communication capacity. Any staffing comparison is calculated transparently from your own inputs above — no fixed employee-equivalent saving is claimed.
See how Pillar could create this value in your clinic.
Book a personalised demonstration and ROI review based on your practice size, systems and current workflow.
Works beside the system your clinic already trusts.
- Cliniko
- Halaxy
- Splose
Your practice management system remains the source of truth. Pillar becomes the intelligent communication and workflow layer around it.
AI built for the responsibility of healthcare.
- Clinic-controlled knowledge
- Pillar only answers from knowledge your team has approved.
- Human escalation
- Every conversation has a defined path to a person.
- Administrative, not clinical
- Pillar supports communication and administrative workflows. Clinical decisions remain with qualified practitioners.
- Visible activity history
- Everything Pillar does is recorded and reviewable.
- Defined access
- Access boundaries are set by the clinic, not the system.
- Approved workflows
- Workflows run the way your team confirmed them — consistently.
Built for AHPRA-regulated practices. Pillar supports communication and administrative workflows; clinical decisions remain with qualified practitioners.
Questions clinic owners ask.
Does Pillar replace reception staff?
No. Pillar maintains routine communication coverage while your team is treating patients, at lunch, on leave or managing peak demand. It supports existing staff and every conversation has a clear path to a human.
Which Pillar agents are available now?
Front Desk and Communications are available today. Retention is in private beta. Practitioner, Growth and Rehab are coming soon, and Payments is in development.
Can Pillar book, cancel and reschedule appointments?
Yes — within the booking rules your clinic approves. Bookings, cancellations and reschedules are processed against your practice management system, which remains the source of truth.
Which systems does Pillar work with?
Pillar works beside your practice management system. Your practice management system remains the source of truth; Pillar becomes the intelligent communication and workflow layer around it.
How is the ROI calculated?
Every figure on this page comes from your own clinic inputs and clearly stated assumptions — each result has an expandable breakdown showing the formula, the assumptions and the operational mechanisms behind it. Estimates are not guarantees.
What is PVA?
Patient Visit Average — the average number of visits per new patient episode. It is an operational continuity measure; any care frequency must remain clinically appropriate and practitioner-led.
Does Pillar provide clinical advice?
No. Pillar supports communication and administrative workflows. Clinical decisions remain with qualified practitioners.
Can staff take over a conversation?
Yes, at any time. Escalation paths are defined by your clinic, conversation history is visible, and ownership is always clear.
What happens during annual or sick leave?
Pillar maintains routine communication coverage while the human team is unavailable — calls answered, approved bookings completed, and anything outside its boundaries escalated for when the team returns.
Can I model future Pillar agents separately?
Yes. The calculator defaults to Available Agents Only; switching to Full Platform Potential adds future agents, each clearly labelled as a projected opportunity that is not currently available.