Ella · Caring Scout
Approachable presence for bright, lightweight and everyday customer conversations.
Tap play to hear this voice
AI Receptionist · Physiotherapy & Podiatry
High-volume phones, clean clinical scope.
Allied-health clinics live and die by the diary, and the phone rings all day: new bookings, rescheduled sessions, care-plan questions, someone who rolled an ankle an hour ago. LUNA's AI receptionist answers for your clinic, after hours, on overflow when reception is slammed, or around the clock: efficient at filling the book, careful never to diagnose, and built on the actual codes of conduct that govern physiotherapy and podiatry in Australia.
After-hoursOverflowFull 24/7you choose, changeable any time
Why the phones matter here
Every missed call is a slot that stays empty.
The diary is the business
A physio or podiatry book runs on volume, and a caller who hits voicemail rings the next clinic on the list. The agent picks up, answers the common questions from your approved knowledge base, and captures the enquiry properly, or books straight in where that's enabled. No referral needed for a private first visit, so most callers can be booked on the spot.
More than a message pad
The agent answers questions about your services, your practitioners and how booking works from an approved knowledge base, then captures name, number, reason and urgency, or books directly into Cliniko where enabled. It handles the routine traffic so your reception team can look after the people in the waiting room.
Triage, never diagnosis
A caller wants to know if it's a torn ligament or just a strain. The agent won't guess, and it won't reassure. It captures the complaint in the caller's own words, sorts the genuinely urgent from the routine, and leaves every clinical judgement to the practitioner at assessment.
The scope line, held on every call
She books, she never diagnoses.
The whole value of an allied-health front line is speed without overreach: fill the diary, capture the enquiry, and know the handful of presentations that belong with a GP or an emergency department, not a physio booking. Here is how the agent holds that line across the three situations that matter most.
The volume-booking play
Most calls are ordinary: a new patient, a rebooking, a question about what you treat. The agent moves them along quickly, answers from your approved knowledge base, and either books them in or captures a clean, structured enquiry. It states no referral is needed for a private first visit and gets them into the diary.
Capture and triage, no diagnosis
When a caller asks what's wrong with them, the agent declines to name a condition or predict a treatment or a session count. It records the complaint in their words, offers to book an assessment, and makes clear the practitioner works it out in person. No cure language, no guaranteed-relief promises, ever.
The red flags that skip the diary
A few presentations need a GP or an emergency department, not a physio slot: saddle numbness with a change in bladder or bowel, a suddenly hot, swollen, painful calf, or a foot infection in a person with diabetes. The agent recognises these, gives the configured escalation script, and does not book them as routine.
Hear it yourself
Hear it handle the hard calls. Ring the clinic that doesn't exist.
Stride Physio & Podiatry is our fictional Brisbane clinic, invented so you can test the agent without any real patients or practitioners involved. Ask it anything a caller would ask you: ask it to tell you whether your knee is a torn ligament, promise to cure your sciatica, or quote how much Medicare gives you back on a care plan. The interesting part is what it refuses to do.
Prefer a different voice? Hear the range
Ella is the voice you just heard, and the name is always Luna whichever voice your clinic chooses. Tap any card to listen, or browse the full gallery at lunasystems.com.au/ai-voice-selection.
Filter:
Grace · Helpful Hand
Polished, bright Australian female for friendly professional assistance.
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Cooper · Friendly Mate
Warm and highly relatable, excellent for customer service.
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Olivia · Sunny Woman
Friendly, happy adult female for engaging conversations.
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Amelia · Instructor
Strong, composed female voice suited for giving instructions with clarity and authority.
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Paul · Straight Talker
Deep and firm male voice with a relaxed, conversational delivery.
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Callum · Brand Spokesperson
Neutral, confident young adult male fit for voiceovers and customer interactions.
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Barry · Helper
Inviting, friendly male for customer support and product videos.
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Liam · Guy Next Door
Casual, friendly young male for authentic and engaging conversations.
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Ethan · Casual Assistant
Laid-back with a relaxed, low-key delivery for effortless, grounded customer support.
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Heath · Calm & Composed
Smooth professional delivery, perfect for calm customer support.
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Jasper · Vibrant Stylist
A bright, expressive Australian male with an engaging, animated delivery that adds natural personality and warmth to any script.
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Eleanor · Composed Clarifier
Clear, professional adult female for customer communication.
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How she's trained
Five layers deep. From reception craft to your own brochures.
Reception craft
Natural Australian conversation, an efficient register for a busy booking line, proper message-taking, booking discipline, and the golden rule underneath it all: if it isn't configured or approved, she says so and captures the question rather than improvising.
The rules of all Australian medicine
AHPRA and National Board advertising guidelines, the Privacy Act and state health-records law, TGA advertising rules, Medicare and fees accuracy, emergency escalation, honest AI disclosure, and recording-consent statutes in all 8 states.
The physiotherapy and podiatry canon
The Physiotherapy Board and Podiatry Board of Australia's codes of conduct and scope-of-practice standards, the Medical Board's advertising rules on claims, and the Medicare chronic-disease-management and DVA plan rules, distilled into a no-diagnosis scope line, no cure or guaranteed-relief claims, no rebate or covered-visit figures over the phone, allied-health title discipline (a physiotherapist is not a doctor or a specialist), and the red-flag refer-out triage that sends the genuinely urgent to a GP or emergency department.
Your clinic
Your physiotherapists and podiatrists and their exact titles, your services, fees policy and hours, your care-plan and fund-check stance, your red-flag and escalation pathways, plus your own materials: patient information sheets, exercise and aftercare handouts, and a specialised go-live questionnaire about how your clinic actually runs.
Continuous improvement, versioned
Every month, every call is audited: drop-off points, unanswered question types, improvement candidates. Changes are approved with you and versioned into the agent, and regulation-change monitoring updates the rules when guidance moves. Better every month, never changed without sign-off, and never self-retraining on its own.
The guardrails are the product
Go on. Try to make it misbehave.
Every generic voice bot can answer a phone. The question your practice principal, your indemnifier and AHPRA would ask is what it says on a recorded line at 9pm with nobody supervising. Tap a question to see how Luna handles it.
Traceable, versioned, maintained
Every rule cites its source. Every agent knows its version.
The agent's behaviour is built from layered, versioned rule sets distilled from the primary sources: the Physiotherapy Board and Podiatry Board of Australia's codes of conduct and scope standards, the Medical Board's advertising rules, AHPRA advertising guidelines, and the Australian Privacy Principles. When a regulator updates guidance, we know which rules are affected and which agents need updating.
✓ approved · v1.1
All of medicine
Scope of practice, advertising discipline, privacy, emergency escalation, honest AI disclosure on every call.
✓ approved · all 8 states
Your state
Recording consent statutes, the state complaints body, after-hours escalation pathways, jurisdiction privacy law.
✓ approved · v1.0
Physiotherapy & Podiatry
No-diagnosis scope line, no cure or guaranteed-relief claims, allied-health title discipline, red-flag refer-out triage, no rebate or covered-visit figures over the phone.
Ahpra & National Boards
Guidelines for advertising a regulated health service · shared Code of Conduct · guidance on using AI in healthcare
Physiotherapy Board of Australia
Code of conduct · scope-of-practice standards · advertising and title-protection guidance for physiotherapists
Podiatry Board of Australia
Code of conduct · scope-of-practice standards · guidance on the diabetic foot and appropriate escalation
Schemes & funding
Medicare chronic-disease-management (care plan) rules · DVA allied-health plan rules · eligibility capture, not quoting
Privacy & consumer law
Privacy Act 1988 and the Australian Privacy Principles (OAIC) · TGA advertising rules · ACCC advertising guidance on claims
Your state's law
Call-recording consent statutes · health complaints bodies (HCCC, HCC, OHO) · state health-records legislation
Distilled from LUNA's living library of 8,900+ Australian regulatory and professional documents, independently verified against source text, and monitored for regulatory change. When a guideline updates, we know exactly which rules and which agents are affected.
From go-ahead to go-live
Live on your number in about four weeks.
Configure
Your physiotherapists and podiatrists and their correct titles, services, fees policy, hours, care-plan and fund-check stance, red-flag and escalation pathways and contacts, plus your own materials: patient information sheets, exercise and aftercare handouts. A specialised go-live questionnaire makes sure every answer the agent gives is yours, not a generic one.
Assemble and attack
Your agent is built from the approved compliance layers plus your configuration, then attacked with a physiotherapy and podiatry-specific test script, no-diagnosis scope, red-flag triage and title discipline included. It must pass every probe before it ever answers a real call.
Go live, stay current
Your number routes to the agent, changeable in seconds, never a dead line. Monthly call reviews and regulation-change monitoring included.
We build around what you already run
Cliniko, Best Practice, Medical Director, Genie, Gentu, Halaxy, Coreplus, your dental suite, whatever runs your day: we design the agent around your systems, never the other way round. You don't change how your practice works to suit us.
Direct integration
Where your practice software has API access, Luna books and writes back in real time. Cliniko is live today, with more connectors on the roadmap.
Built around your workflow
No API? We wire structured, qualified messages into your existing inbox, CRM or task list, formatted exactly the way your team already works.
Standalone when needed
Locked-down legacy system? We stand up a clean parallel capture and booking layer for you, and your team reconciles it in minutes, not hours.
Fair questions
The things practice managers actually ask us.
Does the caller know it's an AI?
Always. Every call opens by saying it's an AI assistant and that the call is recorded, and it confirms it plainly if asked. That disclosure is fixed at the compliance layer; no clinic setup can remove it, which also satisfies the strictest Australian recording-consent standard.
Where do recordings and transcripts go?
They contain health information, so they're treated that way: moved to Australian-hosted storage promptly after each call, deleted from the voice platform, delivered only to the contacts you nominate, and retained for a period you set. The full detail is on our data handling and security page, and you get it in writing as a one-page summary.
Will it diagnose or tell a caller what's wrong?
No. The agent won't name a condition, predict a treatment or a session count, or promise a cure. It captures the complaint in the caller's own words and books an assessment, because every clinical judgement belongs to the practitioner in person. That keeps you inside the Physiotherapy and Podiatry Boards' scope-of-practice and advertising standards.
How does it handle a red flag that needs a GP or emergency?
It runs your configured triage before booking anything. Saddle numbness with a bladder or bowel change, a suddenly hot and swollen calf, or a foot infection in a person with diabetes get the escalation script, not a routine slot. The agent gives the caller the immediate step, points them to a GP or emergency department per your pathway, and raises an urgent alert. It never diagnoses and it never talks anyone out of emergency care.
Can it book directly into our software?
Where your practice software supports it (Cliniko first, more connectors coming), yes: real bookings into your calendar. No referral is needed for a private first visit, so most callers can be booked straight in. Otherwise it captures qualified, structured enquiries for your team to action first thing.
Built by LUNA Systems, Brisbane
Your phones, answered like your reputation depends on it.
Because it does. Book a discovery call and we'll walk you through how the agent fills the diary, holds the no-diagnosis scope line and triages the red flags, plus exactly what setup looks like for your clinic.