Company overview
Vanbrugh Physio is a London physiotherapy clinic providing expert treatment for musculoskeletal conditions, sports injuries and rehabilitation. Its team offers hands-on, personalised care across physiotherapy and related services. Vanbrugh Physio is part of Kinetico Health, a growing network of private musculoskeletal clinics across the UK.
What was going wrong
Regularly spending several months chasing £10k+ in receivables from insurers, resulting in significant lag time between treatment delivery to payout. AXA in particular was causing many issues.
- Sector
- Physiotherapy, MSK, Fitness & Wellness
- Team
- 16 Clinicians
- Sites
- 9 (Kinetico Health)
- Go-live to First Claim Submission
- <6 hours
- Practice-Management System
- Cliniko
- Insurers
- BUPA (incl. Global) & AXA
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A clinic with high patient satisfaction but equally high operational burden
Patient numbers were rising with positive reviews but the lag time between delivering treatment and receiving payment was also rising. The clinic often spent several months chasing insurers for £10,000's worth of payment.
Dropped claims, duplicate payments and often no payment meant that staff found it a "nightmare" to do their insurer billing, particularly through AXA.
Kinetico Health was operating Vanbrugh Physio as well as its other clinics, and due to these issues it was becoming increasingly challenging to stay on top of everything.
Automation without replacing the systems the clinic already trusted
- No replacement of the practice-management system
- No new portal for clinicians to maintain
- End-to-end visibility of every invoice
- Automated remittance allocation
- Automated patient shortfall and excess collection
- Reconciliation through to cleared funds
- Human support during implementation and for exceptions
- Works across major UK health insurers
Live in six weeks, without interrupting the clinic
- Weeks 1–2ConnectEffra was connected to the clinic’s existing practice-management and billing workflow.
- Weeks 3–4ValidateThe teams reviewed insurer details, invoice rules, historic balances and exception scenarios.
- Weeks 5–6AutomateClaims, remittances, patient excesses and reconciliation moved into one monitored workflow.
How Effra changed the workflow
Effra submits the invoice while the appointment is still fresh, follows its progress, processes the remittance and checks that payment reaches the clinic’s bank account. Staff only need to intervene when Effra identifies a genuine exception.
- 01Appointment completedPMS
- 02Invoice submitted automaticallySubmitted · same day
- 03Insurer response monitoredAccepted
- 04Remittance allocatedMatched to invoice
- 05Patient excess collectedCard on file
- 06Payment reconciled to bankCleared funds
The impact
What the numbers show
3824days
Average appointment-to-payment time fell by 14 days. Invoices were submitted immediately instead of waiting for the next manual billing run, and payment issues became visible much earlier.
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What the clinic plans next
Following the success of Vanbrugh, Kinetico Health has rolled out Effra across its other sites, namely reCentre, Beyond Health & Physio Fitness Dorset.
Having a multi-site operation introduces complexity, with higher insurance volume, working with more insurers and overall greater administrative burden. Effra allows clinic groups like Kinetico Health to scale without adding significant headcount, whilst ensuring highly accurate insurer billing with complete visibility over finances.