Brandon Winter founded By.Cadence to help allied health clinics make their technology, systems and day-to-day operations work better. He also co-runs Wildflower Kids Therapy, a paediatric OT clinic on the Gold Coast, and has more than a decade of experience in technology, operations and leadership.

Today Brandon is here to walk us through how to optimise the features splose already offers to do more than the basic tasks. This covers how to reduce friction in the forms presented to clients, how to optimise the use of online booking pages across your digital ecosystem, reducing busywork with appointment templates, and how to make a single piece of information multi-faceted using custom fields. 

The underlying issue audits repeatedly reveal 

splose keeps adding and improving features. When you're busy running a clinic, it's easy to set one up for the job in front of you and never come back to see what else it could do.

The admin team at one clinic I audited kept getting calls from potential clients and referrers who couldn't work out which enquiry form to complete on the website. There were six, one for each funding or enquiry type. Every form worked. But people were being asked to understand the clinic's processes before they could even make an inquiry.

That's what I keep finding in audits. It's rarely a feature nobody has heard of. It's one the clinic already uses, but hasn't thought to use for anything beyond its original job.

As we head into 2027, my suggestion is to start at the end. What's the outcome you want, and why? Then work backwards and look at what splose could do along the way. These four examples show what I mean.

Use conditional logic to prevent decision fatigue

One enquiry form can cover different funding and referral types without showing everybody every question. That's what splose's conditional logic is useful for. It shows or hides sections based on an earlier answer.

With the clinic I just mentioned, we didn't need to make the six forms clearer. We needed to ask why someone had to choose between them in the first place.

The solution? Merging them into one. A private client doesn't see NDIS questions, and a referrer only sees what's relevant to them. The calls about which form to complete stopped almost immediately.

How much information do you actually need to collect?

At enquiry, is it enough to work out whether the clinic is the right fit, or are you asking for information you won't need until later?

That first form can be a splose embeddable form, creating the client file when it's submitted. Forms sent later from that file can be pre-filled with details already supplied.

The aim isn't just fewer forms. It's fewer decisions and less repeated information for the person trying to get help.

Use online booking pages beyond your website

An online booking page doesn't have to be on your website.

For certain calls, my practice uses booking pages with one service and one clinician. splose skips both selection screens, so the link opens straight onto the calendar.

These booking links live in our email templates rather than on our website. When it's time to arrange a pre-intake call, parent consultation or stakeholder conversation, admin sends the relevant link and the person picks a time.

I set this up recently for an OT practice similar to ours. They estimated it had been taking six to eight emails or missed calls over several days to arrange some bookings. With the direct link, that dropped to one email.

Online bookings make an obvious front door for a clinic. I've found them just as useful for the smaller conversations happening further along the client journey.

Get follow-on tasks going with appointment templates

When an assessment gets booked, the next jobs are usually pretty predictable. Send the paperwork. Follow up what's missing. Create a telehealth link if it's an online appointment.

splose's appointment templates can take care of much of that. Forms attached to the service go out with the confirmation, form reminders chase incomplete paperwork, and a connected Teams or Zoom account can create the meeting link.

One clinic now sends three forms and the telehealth link to the client the moment an initial assessment is booked. In about half the clinics I've looked at, someone was still creating and sending telehealth links by hand the day before. I'd include the link in the SMS reminder too, because plenty of people join from their phones.

The question I'd ask is: what does someone on your team do every time a particular service is booked? Could the booking itself take care of any of it?

Use custom fields to work backwards from the letter

This is probably the feature I see missed most.

An ordinary question on a splose form stays in that form. A custom field writes its answer to the client record, where it can be used again in progress notes, letters and splose AI.

During a recent discovery, the clinic owner told me they used custom fields. They did, six of them.

Rather than looking through its forms for more information to collect, we started with the end result: the letters, reports and progress notes clinicians needed to produce.

What details did those documents always need? Which bits were being typed or copied across again? Where had the client already supplied them?

Working backwards, we identified 48 possible custom fields. Funding levels, case manager details, client goals. These were possibilities, not fields we'd already implemented. And they weren't 42 extra questions for clients. Much of the information was already being collected. It just wasn't available where the team needed it.

Their reaction was pure amazement. To put it in their own words - "I had no idea custom fields could do that!"

That's what makes custom fields interesting to me. You can start with a document you're already producing and change how information gets there, instead of asking someone to type it again.

splose AI is another feature I see used at only a fraction of its potential, but honestly, that deserves its own post.

Start optimising your workflows before 2027

Pick one service and follow it from enquiry to the final note or letter.

Where is someone typing information twice? Chasing a form? Sending the same email? Making a meeting link by hand?

Then look at the splose feature handling the step before it. Could it do a little more?

You don't need to review your entire setup before January. Pick one feature, question what it's currently doing, and see if it could take one more job off somebody's plate.