This is the one document to work through before your team starts using the app — read this first, then use the individual articles linked throughout for more detail on any one feature. Reception and admin/owner each have their own section below; everyone should read the "reaching us" section at the end.
This article is being finished with screenshots of your live dashboard and app. The written steps below are complete and accurate — screenshots are being added as a follow-up pass.
Reception — what you'll use every day
Reception's job in the app comes down to four things: checking a patient in, giving them a reward or voucher they've earned, using up a session from a pre-paid package, and adding a new patient. All four happen from the same scan screen.
Scanning a patient in
- Open the dashboard on the front-desk device and go to Front Desk
- Scan the patient's code from their app (they'll show it at checkout), or search their name/phone if they don't have it up
- Pick the treatment from the clinic's real treatment list. Whether it's a prescription (S4) treatment is decided automatically by the system from the clinic's own catalogue — staff can't set it. If it looks wrong, flag it for admin review; that never changes the points or S4 status itself, it just raises a flag on the patient's profile. Prescription treatments never earn points or show any discount, by law.
- Enter the treatment cost. For a non-prescription treatment this is what the points are calculated on; for a prescription treatment it's just for the patient's own visit history
- Confirm — the visit is logged, and points land in the patient's account (for non-prescription visits) straight away
Every visit you log — prescription or not — builds the patient's treatment history, which they can see in their own app and which feeds your reports.
Applying a reward or voucher
When a patient wants to redeem points for a reward, they claim it in their own app first — you'll see the claimed voucher on their profile in the dashboard when you scan them in. Confirm the voucher, mark it redeemed, and it can't be used twice.
Using a session from a pre-paid package
If a patient has a pre-paid course of treatments (a package), their remaining sessions show on their profile when you scan them in. Select the package, use one session, and the remaining count updates immediately — there's no separate ledger to check.
Adding a new patient
- From the dashboard, go to Client Profiles > Add patient
- Enter their name and phone number (required) and email if they have one
- Tick the marketing-consent box only if they've actually agreed to receive marketing — this is a real compliance record, not a formality
- Save — they now have a profile you can scan against, even before they've downloaded the app themselves
See Setting up staff access for how each team member gets their own login, and How points work and How memberships work for the mechanics behind what reception sees on a patient's profile.
Admin / Owner — the dashboard
The owner (and any manager-level login) sees everything reception sees, plus the business side: reports and revenue, content, campaigns, memberships, and the connections to your payment and booking systems.
Reports & revenue
The Reports tab shows your KPIs for any date range: new signups, active patients, points issued and redeemed, treatment revenue, membership status, and your clinic's cash/wallet balances (if you have a wallet feature switched on). You can filter by location if you have more than one, and download a monthly PDF for offline reference (or use "Print this sheet" if a PDF download ever has trouble). See Your dashboard tour for a full walkthrough of every tab.
Editing your treatment menu and content
Go to Content to edit treatment names, descriptions, images, and which treatments are visible in the app. See Adding and editing treatments for the full guide — including the wording reminder that pops up whenever you save patient-facing text: a quick, dismissible nudge to check you haven't named a prescription substance, not an automatic filter. Your clinic stays responsible for compliant wording, in line with therapeutic-goods advertising rules.
Sending marketing campaigns
The Campaigns tab lets you push a one-time offer or announcement to your patients' phones. Draft it, preview exactly what the patient will see, and send or schedule it.
Managing memberships and client profiles
Search any patient from Client Profiles to see their full profile: visit history, points balance, membership status, and notes. From here you can also cancel a membership (owner-only) — refunds are issued from your Stripe dashboard, not from here. See How memberships work, Handling a cancellation, and Refunding a membership payment.
Connecting Stripe and your booking system
Your card payments run through your own Stripe account (connected once, during setup) and your bookings sync in from Timely automatically. See Connecting your Stripe safely and Connecting your booking system if you ever need to check or reconnect either.
The built-in "Ask AI" help button
Every dashboard page has an AI assistant you can ask in plain English — "how do I add a new reward", "why hasn't this patient's payment gone through" — and it answers from the real, current state of your dashboard, not a generic script. Use it as your first stop before contacting us; it's usually faster.
How to contact us
Message us any time via WhatsApp or email team@clinicapp.com.au — we aim to reply within one business day, sooner for anything urgent (a payment or booking issue, the app being down). For anything outside your agreed build scope, ongoing changes are billed at $50/hr per your agreement.
Reporting a problem or sending an idea
Tell us as soon as something looks wrong — the sooner we know, the sooner it's fixed, and small issues are far easier to catch early. The same channel works for feature ideas: if there's something you wish the app did, tell us. We keep a running list and genuinely use it to prioritise what we build next.
What's coming next
The app is a living product — we're adding to it regularly based on what clinics like yours ask for. We'll let you know when something new that affects your team ships. If you're ever curious what's on the roadmap, just ask.