Project brief: Northgate Physiotherapy booking
Completeness 89 of 100 points. The last two sections are generated from what this document does not yet say.
Summary
Northgate Physiotherapy booking: Online booking and appointment recall for a three-site physiotherapy clinic, replacing a paper diary and a shared spreadsheet. This is a migration, which means the data currently in use has to arrive intact on the other side. The work is done today by hand: a shared spreadsheet per site plus a paper diary at each front desk. The launch scope is 4 items, with 3 explicitly deferred. It has to run on the web and an internal admin console. It integrates with Xero, Twilio for SMS and Google Calendar. It handles personal data and health or medical records, for users in Australia. Success is measured as: Ninety days after launch, at least half of all bookings arrive without a phone call, and the share of follow-up appointments never booked has halved. Both numbers come off the existing spreadsheet, so there is a baseline to compare against. The budget band is $18,000 to $45,000. The practice owner signs off, with 3 people in the decision.
Short enough for the body of a first email. Everything below is the attachment.
1. Context
This is a migration, which means the data currently in use has to arrive intact on the other side.
The work is done today by hand: a shared spreadsheet per site plus a paper diary at each front desk.
2. The problem
Reception spends most of the morning on the phone rebooking people, and roughly a fifth of follow-up appointments are never booked at all because nobody chases them. The three sites cannot see each other’s availability, so a patient who could be seen tomorrow at another site is told to wait a week.
3. What success looks like
Ninety days after launch, at least half of all bookings arrive without a phone call, and the share of follow-up appointments never booked has halved. Both numbers come off the existing spreadsheet, so there is a baseline to compare against.
4. Users and roles
- Patient: book, reschedule and cancel their own appointments
- Receptionist: book on behalf of anyone, at any site
- Clinician: see and edit their own diary, mark outcomes
- Practice owner: see everything across all three sites, plus reporting
5. In scope for launch
- Online booking across all three sites
- Clinician calendar with availability rules
- Automated SMS reminders and recall
- Reception dashboard for the day ahead
- Responsive web app, built and released
- Internal admin console, built and released
- An integration that will write to Xero
- An integration that will write to Twilio for SMS
- An integration that will read from and write to Google Calendar
6. Explicitly out of scope
Anything in this section is understood to be excluded from the launch quote. It is written down so that no vendor has to guess where the line is.
- Online payment at the time of booking (deferred, not part of the launch quote)
- Patient-facing treatment notes (deferred, not part of the launch quote)
- Insurer claim submission (deferred, not part of the launch quote)
- iOS app (not required at launch)
- Android app (not required at launch)
- Public or partner API (not required at launch)
7. Third-party systems
- Xero: the product will write to it.
- Twilio for SMS: the product will write to it.
- Google Calendar: the product will read from and write to it.
8. Data, privacy and compliance
Users are resident in Australia.
- Personal data. Names, emails, addresses, anything tied to an identifiable person.
- Health or medical records. The strictest category in most jurisdictions, and the slowest to review.
9. Platforms
- Responsive web app. One codebase, every screen size. The cheapest surface to ship first.
- Internal admin console. The screens your own staff use. Almost always underestimated.
10. Expected scale
Not answered. Give both numbers even if they are guesses, and say they are guesses. The gap between them is what decides the architecture.
11. Timing
Not answered. Either name a date and say what makes it hard, or write down that there is no date. Silence reads as “soon”.
12. Budget
$18,000 to $45,000. This is a band, not a target to be spent, and it is stated so that a vendor can propose the right size of first version rather than the largest one this brief will carry.
13. Decision process
- Signs off: The practice owner.
- 3 people are in the decision.
14. What the vendor inherits
- Brand and typography. Logo, colours, type. Enough that nobody has to invent a look.
- A domain. Registered, and with DNS you control.
15. Assumptions a vendor has to make
Generated from what this brief does not yet say. Every line here is a decision somebody else makes if it stays as it is, and they will make it in the direction that suits them.
- That the audience is small enough that a single application server and one database are sufficient for the first year.
- That there is no fixed date, so the schedule is the vendor’s to propose and the first version they propose will suit them.
16. Open questions
The questions a competent vendor will send back before quoting. Answering them in advance is the difference between a quote next week and a quote after two more meetings.
- Does the old system have to keep running during the move, and for how long do both have to agree?
- Of the 4 must-haves, which one would you cut if the date could not move?
- Xero: which account, which plan, and who owns the credentials?
- Twilio for SMS: which account, which plan, and who owns the credentials?
- Google Calendar: which account, which plan, and who owns the credentials?
- Which jurisdiction’s health data rules apply, and is there already a named compliance owner on your side?
- How many people use this in month one, and how many in month twelve?
- Who on your side is available every week to answer questions and review what has been built?