Ansela / Who it’s for / Physios and osteopaths
For physiotherapists, osteopaths and chiropractors
Halfway through a frozen shoulder, nobody on the desk. She books the next one.
Ansela answers in your clinic’s name while you’re treating, gives your fees and the insurers you work with, and books initial assessments into your diary.
£1.99 your first month, including VAT, then from £99 a month + VAT. 60 minutes in month one. No contract.
Set up in about 15 minutes.
Ansela is a Bookeasy.ai product. You sign up at ansela.bookeasy.ai, and you’ll see BOOKEASY.AI on your card statement.
Is there an answering service for physiotherapists?
Yes. Ansela is an AI phone receptionist for physios, osteopaths and chiropractors. She answers in your clinic’s name while you’re with a patient, gives your fees and session lengths, books initial assessments into your Ansela diary and takes messages. She gives no advice. Plans start at £99 a month + VAT.
01
The Parkrun knee that ended up on Friday
This is the kind of call a clinic gets while the physio is in the treatment room. He asks for advice, she doesn’t give it, and he moves day twice before Friday at five sticks.
Example call; Elder Street Physiotherapy and the caller are made up.
This call may be recorded. Thank you for calling Elder Street Physiotherapy. Please hold for a moment while I connect you.Recorded, and played before she picks up.
Elder Street Physiotherapy, Ansela speaking. How can I help?
Hi, yeah, I’ve done something to my knee. I was running on Saturday, the Parkrun, and it’s been stiff since, and it sort of clicks going downstairs. Should I be icing it?
I’m not able to advise on the knee, but I’ll put all of that in the note for Claire. Would you like to book an initial assessment?
Yeah, please. Do you take Bupa?
Claire works with Bupa, yes. You’ll need your authorisation number from them before the appointment. An assessment is forty-five minutes. Wednesday at half nine, or Thursday at five?
Thursday. Oh, no, I’ve got the kids Thursday. Wednesday, but can it be later?
The latest on Wednesday is half nine, then Friday at five.
Friday at five then.
Friday at five. Can I take your name and the best number?
Jamie Fletcher, F-L-E-T-C-H-E-R. This number.
Thanks Jamie. You’re booked for Friday at five with Claire. Bring your Bupa authorisation number.
02
What she does for a clinic, and what she won’t
She works from your fees, your session lengths, the insurers you’re registered with and your rules for when to put a call through.
- Initial assessments and follow-ups, booked into your diary at the right length, or passed to you to book.
- “How much is a first appointment?” and “Do you take AXA?” answered from your own list.
- Moving or cancelling an appointment, inside the notice you’ve set.
- What the caller says about the injury, in the transcript, word for word, and noted, not answered.
- Won’t give advice about pain, an injury or treatment. She books the appointment or takes a message.
- Won’t judge how urgent something is. You tell her what to say, including when to suggest NHS 111 or 999.
- Won’t book into Cliniko, Jane or your practice software. She books into your Ansela diary or passes the details to you.
03
What happens when a physio can’t answer the phone?
You’re forty-five minutes into a session and the phone rings on the desk. You can’t stop, so it rings out. The person on the other end has often been putting off the call for a while, and they ring the next clinic on the list rather than wait for a reply.
A new enquiry rarely leaves a message. It is a first appointment lost to whoever picked up. Existing patients ringing to move a session are easier to lose track of too, because the note ends up on a pad that nobody reads until Friday.
04
What does an AI receptionist say when someone describes their injury?
She listens, and she writes down what they said in their own words, so you can read it before they arrive. She doesn’t comment on it, suggest what it might be, or say what to do about it. That is for the assessment, with you.
Then she gets on with the booking. She gives the length and fee of an initial assessment from the list you’ve set, asks which insurer they use if you work with insurers, and offers the slots you’ve opened. She takes a name and number, and spells back anything unusual.
05
What about callers who need urgent help?
You tell her what to say. A common rule is that anyone describing something sudden or severe is told to ring 999 or NHS 111, and the call is put through to your mobile if you’re free. She follows your wording and doesn’t judge how serious something is herself.
Your registration is for you to claim. Physiotherapists are regulated by the HCPC, osteopaths by the General Osteopathic Council and chiropractors by the General Chiropractic Council. If you want your registration mentioned to callers, add it to her wording.
06
Does she work with Cliniko or Jane?
No. She doesn’t connect to Cliniko, Jane or other practice software. She books into her own Ansela diary, or takes the details so you or your admin can book them into your system afterwards.
If your clinic runs all bookings through practice software, the simplest use is message-taking: she answers, takes the name, number and what they’re after, and emails you a summary with the recording and transcript.
Plans start at £99 a month + VAT: see what each plan includes. Paying a per-call service now? See how Ansela compares.
07
Where the phone usually is for the next forty-five minutes
We built Ansela because we kept ringing tradespeople who couldn’t pick up, and then booking someone else. She isn’t a call centre. She answers in your name, says what you’ve told her to say, and writes down what the caller wanted.
If she gets a call wrong, forward us the recording.
Anselahello@ansela.ai
08
How do you set up Ansela?
You choose a plan before your number goes live.
For physiotherapists, osteopaths and chiropractors: keep your current number and divert it to Ansela, or take a new UK business number for your website and cards, or use both.
- Give her your website. She reads it and comes back with your fees, session lengths and insurers for you to check.
- Pick a voice and try her. Have the knee call above with her yourself in your browser before she takes a real one. Ask her for advice and check she doesn’t give it.
- Divert your mobile. We give you a UK number. One short code diverts your mobile to it when you don’t pick up. Another turns it off.
Where callers’ details are kept
Recordings, transcripts and your diary are stored in the UK on Microsoft Azure (UK South), with each company walled off from the others. Recordings and transcripts are deleted after 90 days unless you ask us for a different period.
Some processing happens outside the UK: the AI models run on Microsoft’s service in Sweden, and the phone carrier (Twilio) and the speech service (ElevenLabs) are in the US. For your callers’ data you’re the controller and we’re your processor. Our data processing terms list every supplier, where it is and the safeguards that apply.
Ansela isn’t built to collect health details. Callers sometimes mention them, so don’t set her up to ask for them unless you have a lawful reason to.
09
What does Ansela cost? Three plans, no contract
Starter suits a single practitioner. Team when there are several practitioners’ diaries to fill.
Ansela is a Bookeasy.ai product. You sign up at ansela.bookeasy.ai, and you’ll see BOOKEASY.AI on your card statement.
| Plan | A month + VAT | Minutes | Calls at once |
|---|---|---|---|
| StarterSole traders, one or two vans | £99 | 600 | 1 |
| TeamDiaries for up to 10 people | £279 | 1,800 | 3 |
| ScaleSet up with you, not self-serve | £499 | 3,500 | 3 |
Minutes are time she spends on the phone with callers. Extra minutes are 20p each, up to a limit you set.
First month £1.99 including VAT, with 60 minutes, on Starter. Card needed; nothing else to pay in month one. Cancel from your billing page and it stops at the end of the month you’ve paid for. Plan prices exclude VAT.
Not VAT-registered? With VAT that’s £118.80 a month on Starter, £334.80 a month on Team and £598.80 a month on Scale.
Scale is set up with you. Need her plugged into your own systems? Talk to us about Enterprise.
10
Questions physiotherapists, osteopaths and chiropractors ask
We use Cliniko. Does she book into it?
No. She books into your Ansela diary or takes the details so your team can book them into Cliniko.
Callers describe their symptoms. What does she do?
She listens, gives no advice, and books them in or takes a message. What they said is in the transcript for you to read before they arrive.
Can she answer insurance questions?
Only what you’ve given her, such as which insurers you work with and what the patient should bring. Anything else she takes as a message.
Can she tell callers what a treatment will do?
No. She makes no claims about results and gives no advice about conditions. She gives your fees, session lengths and opening times from what you’ve given her.
Do I have to change my number?
No. We give you a UK number and you divert your own to it with a short code (codes by network). Turn the divert off whenever you like.
What is a minute, and can she take two calls at once?
A minute is time she spends on the phone with callers. Starter includes 600 a month, extra minutes are 20p each up to a limit you set, and Starter takes 1 call at a time. A caller who rings while she’s busy can leave a voicemail, which doesn’t use your minutes.
Is there a contract, and what happens after the £1.99 month?
No minimum term. After the first month it carries on at your plan price plus VAT unless you cancel, which you can do from your billing page at any time.
Stay with the patient on the couch. Let her book the next one.
Ansela is a Bookeasy.ai product. You sign up at ansela.bookeasy.ai, and you’ll see BOOKEASY.AI on your card statement.