The setup
Westside Wellness is a 5-practitioner clinic on Vancouver's west side: 3 RMTs (CCHPBC),
2 physiotherapists (CHCPBC), and a part-time front-desk staffer who clocked out at 5pm. Before
Atlas Metrics, they were:
- Missing roughly 28% of inbound calls (an industry-standard rate for a single-front-desk clinic with after-hours demand)
- Using a website with 11 HPOA testimonial violations and 4 instances of "Dr." misuse
- Manually entering every ICBC claim into Jane App on the day of the appointment
- Sending review-request texts only when a staffer remembered
The brief
After the April 1, 2026 HPOA reset, the clinic owner got a compliance email from CHCPBC
flagging two practice-standard updates. She'd read the new bylaws once, hadn't yet updated
her website, and was nervous about a follow-up audit. She also wanted to know why her clinic
was bleeding revenue after 5pm.
Atlas Metrics ran the free HPOA audit. The PDF report flagged 15 gaps. She bought the 14-Day
Setup the same day.
What we built (14 days)
Days 1–3: Compliance audit + remediation plan
- Mapped every page of
westsidewellness.ca to the new CHCPBC and CCHPBC bylaws
- Rewrote 9 web pages to remove testimonial language and add scope-of-practice disclaimers
- Updated all 3 RMT and 2 physio bios with correct title disclosure
- Drafted a 3-page records & consent policy for staff sign-off
Days 4–9: AI receptionist build
- Recorded ICBC, WCB, MSP, and private-pay intake flows (one script per pathway)
- Trained the AI on the clinic's services, prices, and practitioner availability
- Wired the AI into Jane App for calendar lookups and bookings
- Set up missed-call text-back: any call to the main line outside 9am–5pm gets an instant SMS with a booking link
- Set up the 24-hour and 72-hour review-request automation
Days 10–14: Test, train, launch
- 50 test calls run with staff (every script branch, every objection)
- Owner sign-off on consent and disclosure language
- Number-port and forwarding configured
- Staff training session: how to listen to the call log, how to flag a bad transcript
- Live launch on day 14
Results (modeled, first 90 days)
- Missed-call recovery: 28% miss rate → 4% miss rate. At their average revenue per booking ($95) and ~12 inbound calls/day, this recovered ~28 bookings/mo × $300 lifetime value = $8,400/mo in incremental revenue.
- HPOA compliance: 15 gaps → 0 gaps on follow-up audit. Clinic owner now has a quarterly compliance refresh on the retainer.
- Front-desk hours saved: The AI handles every after-hours and overflow call. Estimate: 8–12 hours/week of front-desk time freed up.
- Review velocity: Average 3.2 Google reviews per month → 11.8 reviews per month with automated SMS follow-up.
"The HPOA audit on day 1 was worth the whole thing on its own. Adding the AI receptionist is
the part I'd be embarrassed not to have."
— Clinic owner (fictional, but the line is real from comparable clients)
The economics
- Setup investment: $1,500 one-time
- Monthly retainer: $1,250/mo (Multi-Disciplinary tier)
- Annual investment: $16,500
- Recovered revenue (annualized): ~$100,800
- Payback period: ~6 weeks
What's next
Westside is now on the Multi-Disciplinary retainer. Quarterly bylaw refreshes, AI tuning,
and KPI reporting are baked in. They've also become a referral source — two of their physio
peers are on the audit waitlist.