Trigger
→Booking made
System action
HForm sent + checked
Recorded outcome
Ready for visit
Medical practice automation · Australia-wide
Clinic administration that moves without losing human oversight
Custom healthcare workflow automation for intake, recalls, referrals, reports, forms, payments and follow-up queues, connected to the PMS, CRM, calendar and tools you already use.
- ✓RN-founded
- ✓Human approval points
- ✓Documented data flow
- ✓Custom written scope
Clinic operations workflow live
Signals in
B
BookingNew patient
R
ReferralPDF received
R
RecallDue today
LUNArules engine
Clinic rules checked
Owned outcomes
✓
Form completeWritten to patient task
H
Human reviewException assigned to Mia
09:42 · action recorded
Administrative workflow only
Clinical meaning, urgency and care decisions remain with clinic staff.
Medical practice automation connects repetitive clinic administration through agreed triggers, limited system actions, human review points and a documented outcome. For an Australian clinic, useful automation may prepare new-patient forms, track missing intake information, run clinic-approved recall sequences, route referrals and reports, create results follow-up administration tasks, send supported payment links, notify the right staff queue and record each handover. It does not diagnose, interpret results, set clinical urgency or replace practitioner judgement. LUNA Systems maps each workflow around the software the clinic already uses. Where a PMS, CRM, calendar, form, payment or communications platform provides authorised API access, webhooks or a supported connector, LUNA can scope it into the workflow. Available actions still depend on the platform, subscription and clinic permissions. Before building, LUNA documents the minimum necessary information, access controls, exceptions and staff responsibilities. The aim is one safer, clearer administrative path with visible ownership.
The hidden operating load
The problem is rarely one big task. It is the gaps between five small ones.
A referral arrives in one inbox. A form lives somewhere else. A recall list waits for a quiet afternoon. A handover has no owner. Automation becomes useful when those fragments become one controlled path.
01
One trigger
02
One accountable owner
03
One exception path
04
One recorded outcome
Before · fragmented
Inbox
Referral needs matching
unownedPaper
Intake form incomplete
unownedMemory
Recall list due
unownedChat
Who owns this?
unownedAfter · controlled
Today 4 tracked
01ReferralMatchedPMS
02IntakeReviewMia
03RecallQueuedSMS
04HandoverClosedLog
A visible operating model
Every workflow follows the same four-part discipline
Something happens. The system performs a bounded action. A person takes over where the rules stop. The result is recorded.
Workflow engineOne operating pattern, adapted to the task
human edge activeTrigger
→Document arrives
System action
HMatch + route
Recorded outcome
Owner notified
Trigger
→Rule becomes due
System action
HApproved sequence
Recorded outcome
Status logged
automated administration human review gate audit record
Workflow map
Six clinic handoffs that should not depend on memory
Each workflow is mapped from trigger to system action, human review and a visible administrative outcome.
Workflow 01
New-patient intake
Trigger
Booking or referral received
System action
Send the right form, check completion and route missing items
Human review
Staff review exceptions before the appointment
Documented outcome
Completed intake and a visible follow-up queue
Workflow 02
Recalls
Trigger
Clinic-approved recall becomes due
System action
Prepare the approved message sequence and record each attempt
Human review
Clinical team owns rules, urgency and escalation
Documented outcome
Documented contact status instead of an invisible list
Workflow 03
Referrals and reports
Trigger
Referral or report reaches an approved channel
System action
Name, match and route it to the correct administrative queue
Human review
Staff confirm uncertain matches and recipients
Documented outcome
Clear ownership, status and distribution record
Workflow 04
Results follow-up administration
Trigger
A clinician marks the next administrative action
System action
Create the approved task, reminder or patient-contact queue
Human review
A clinician decides meaning, urgency and message
Documented outcome
Tracked follow-up without automated clinical judgement
Workflow 05
Forms and payments
Trigger
Appointment type requires a form, deposit or invoice step
System action
Send the supported link and flag incomplete steps
Human review
Staff handle hardship, disputes and unusual cases
Documented outcome
A cleaner pre-visit checklist and payment status
Workflow 06
Internal handovers
Trigger
A call, form or task needs another team member
System action
Apply clinic rules, assign an owner and notify the right queue
Human review
People resolve ambiguity and close the loop
Documented outcome
A timestamped handover with one accountable owner
Integration reality
Your software stays at the centre
If your PMS, CRM or operational tool exposes an authorised API, webhook or supported connector, we can assess it. The connection method and permitted actions are confirmed before build work starts.
Your clinicExisting systems stay at the centre
access checked firstLUNAoperations layer
01
Cliniko · Halaxy · coreplusdocumented API paths
API02
PracSuite · Calendlyapproved or scoped API access
scope03
Timely · Nookal · moreconnector, webhook or vendor path
connectBuild against the access your account allows
Documented API connection
Where a platform exposes an authorised API, LUNA can connect the fields and actions the workflow needs. Documented examples include Cliniko, Halaxy, coreplus, PracSuite and Calendly. Exact read and write scope follows the clinic's plan, permissions and vendor requirements.
Use the platform's approved connection path
Webhook or supported connector
Some platforms connect through webhooks or an approved integration layer rather than a direct public API. Timely, for example, supports Zapier connections using an API key on eligible plans. Nookal provides an integration ecosystem, with access confirmed during scoping.
Useful even when a system is closed
Safe structured fallback
If direct write-back is unavailable, a structured task, approved message, secure form, export or parallel queue can still remove duplicate handling. Power Diary, Best Practice, MedicalDirector, Genie, Gentu and specialist or dental suites are assessed case by case.
Examples, not a closed list
Systems we can connect or assess
If your software exposes authorised access, we can map what is possible. These examples use different connection paths and do not imply every action is available on every plan.
Documented API paths
- Cliniko
- Halaxy
- coreplus
- PracSuite
- Calendly
- Google Calendar
- Stripe
Supported connector paths
- Timely + Zapier
- Nookal integrations
- Xero
- Mailchimp
- Microsoft 365
CRM, forms & communications
- HubSpot
- Salesforce
- GoHighLevel
- Twilio
- Jotform
- Typeform
Access assessed case by case
- Power Diary
- Best Practice
- MedicalDirector
- Genie / Gentu
- Dental and specialist PMS
Can't see your software?
We will check its API, webhook, app marketplace or vendor-approved connector path during scoping.
Ask us to assess it →The human edge
The workflow must know where it stops
Results communication, triage, recalls and follow-up use clinic-approved rules and human escalation. Automation can surface an administrative next step. Qualified clinic staff determine meaning, urgency, suitability and care.
01
Clinic-approved rules. The clinic defines triggers, wording, recipients, escalation points and which actions always require a person.
02
Minimum necessary information. Each step uses only the fields needed for that administrative purpose rather than copying a whole patient record.
03
Role-based access. Service accounts and staff permissions are scoped to the job, with credentials handled as sensitive access.
04
Visible exceptions. Missing data, failed delivery and uncertain matches go to a named human queue instead of disappearing silently.
05
Audit trail. Important actions, changes and handovers are timestamped so the clinic can review what happened.
06
No clinical judgement. Automation can route an approved task. It does not diagnose, interpret results, set clinical urgency or replace practitioner decisions.
Before an action moves
01Clinic ruleschecked
02Minimum datachecked
03Role accesschecked
04Exception ownerchecked
05Audit trailchecked
HHuman review gateUncertain, sensitive or clinical?
Stop the automated path. Assign a person. Keep the context.
exception routed
Nurse-founded operational thinking
Clinical boundaries before clever automation
LUNA founder Justine Coupland is a registered nurse and automation specialist. That perspective shapes the questions asked before a clinic workflow is built: what information is necessary, who remains responsible, where uncertainty goes and which decisions automation must never make.
Meet Justine and verify her credentials →Build method
Start with one bounded workflow, then earn the next one
A smaller first build makes access, exceptions and staff responsibilities visible before complexity grows.
- Map01
Choose one administrative bottleneck
Document the trigger, systems, staff roles, exceptions and the outcome the clinic needs recorded.
- Scope02
Confirm access and privacy boundaries
Check vendor permissions, data fields, hosting, retention, approvals and whether a direct connection is actually available.
- Build03
Create the smallest safe workflow
Build the core path, validation, logs, human review points and a structured fallback before adding complexity.
- Test04
Run real clinic scenarios
Test ordinary cases, missing information, duplicates, failure states, staff handover and access limits with non-production data where practical.
- Approve05
Clinic signs off the operating rules
The clinic confirms wording, responsibilities, escalation thresholds and who can change the workflow.
- Improve06
Monitor exceptions and refine
Review logs and staff feedback, then improve the parts that genuinely reduce friction without weakening oversight.
A practical starting point
Bring one clinic handoff that keeps falling back to a spreadsheet, inbox or memory
Tell us what starts it, who touches it, which system holds the record and what gets missed. We will identify the access questions, human review points and the smallest useful first scope.
- ✓One workflow and its current failure points
- ✓Likely connection tier and vendor dependencies
- ✓Minimum data and staff approval boundaries
- ✓A fixed written scope before build work
Need broader non-medical automation? See custom business automations.
Map your first clinic workflow
Describe the repetitive handoff and the systems involved. We read every enquiry ourselves.
FAQ
Medical practice automation questions
What is medical practice automation?▼
Medical practice automation uses agreed rules to move repetitive administrative work between the clinic's forms, communications, payment tools and practice-management system. A useful workflow starts with a clear trigger, performs a limited system action, sends exceptions to a person and records the outcome. It should support staff rather than automate diagnosis or clinical judgement.
What clinic workflows can be automated?▼
Common starting points include new-patient forms, booking administration, approved recall sequences, referral and report distribution, results follow-up administration, payment or deposit links, internal notifications and handover queues. The right first workflow is usually the repetitive process with a clear owner, stable rules and a visible administrative outcome.
Can LUNA integrate with our practice-management system or CRM?▼
Yes, LUNA is not limited to Cliniko. If the PMS, CRM, calendar, form, payment or communications platform provides authorised API access, webhooks or a supported connector, LUNA can usually scope a connection. Examples include Cliniko, Halaxy, coreplus, PracSuite, Calendly and connector-based paths such as Timely with Zapier. Nookal, Power Diary, Best Practice, MedicalDirector, Genie, Gentu and other systems are checked against the access available to the clinic account before write-back is promised.
Will automation send test results or decide which patients are urgent?▼
No. LUNA does not automate clinical interpretation, diagnosis, triage or urgency decisions. A clinician can define and approve an administrative next step, and the workflow can create a task, route it, send approved wording where appropriate and record its status. Clinical meaning and escalation remain with qualified clinic staff.
How is patient information protected?▼
The design starts with the minimum necessary information, role-based access, secure credentials, vendor permissions, action logs, retention decisions and a clear exception path. The clinic remains responsible for its privacy obligations and approvals. LUNA documents the proposed data flow before build work starts so the clinic can review it.
Do we need to replace our current software?▼
Usually not. The first option is to work with the systems the clinic already uses. Where approved access is limited, a structured message, export, secure form or parallel task queue may still remove duplicate handling without pretending a native integration exists.
How much does healthcare workflow automation cost?▼
LUNA quotes after the workflow and system access are mapped. Cost changes with the number of systems, vendor access, data sensitivity, exception handling, testing and ongoing support. You receive a fixed written scope before work begins rather than a public price range that treats a simple form handoff and a multi-system workflow as the same project.
How long does a clinic automation take to build?▼
A focused workflow can often be scoped and built faster than a multi-system program, but the timetable depends on vendor approval, account access, clinic decisions, testing and privacy review. LUNA starts with one bounded workflow, confirms dependencies in writing and expands only after the first path is working safely.
What is the difference between custom automation and practice-management software?▼
Practice-management software is the clinic's core product for appointments, patients, billing or records. Custom automation connects approved steps around that system or closes a specific administrative gap. LUNA is not replacing the PMS; the work is designed around what the clinic already runs.
One workflow at a time
Make the next administrative handoff visible, owned and reviewable
Start with the clinic task that consumes attention every week, then map the safest useful path around it.
Map your clinic workflow