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Solution · Finance & accountingEvery treatment package has a balance kept by a robot, not by reception’s memory
Treatment packages settled to the end
A robot keeps the package register: it deducts a treatment after every visit, watches expiry dates, reminds patients about unused series, and once a month shows the owner how many prepaid treatments the firm still owes its clients.
Executive summary
Packages sell well because they help cash flow, but their settlement lives in reception’s notebook or in memory: deductions get skipped, disputes are settled on someone’s word, and nobody knows how many treatments the firm owes its clients.
Every sold package gets an electronic balance. After a visit the robot deducts a treatment and texts the patient her series status; before expiry it reminds her; discrepancies reach reception as a case, not as an argument at the desk.
Treatments stop vanishing outside the records, disputes end with a printed history, and the owner sees the monthly value of prepaid treatments not yet performed, the firm’s real liability.
the appointment calendar; a package register in SharePoint; SMS and email to patients; summaries in Microsoft Teams
Business problem
A promise sold, records in a notebook
A treatment package is a fine product: the patient pays upfront for a series, the clinic gets cash and loyalty. Except that at the moment of sale no revenue arises, only a liability: the firm owes the client six treatments. And that liability has to be kept somewhere.
In a small clinic it is usually kept in a paper card, in reception’s notebook, or in a spreadsheet one person understands. Deducting after a visit takes memory at the busiest moment of the day. Sometimes a patient comes for a treatment outside her package and nobody separates the two; sometimes a package visit goes undeducted; sometimes the card stays at home and the deduction “will be done later”.
A few months in, the balances cannot be reconstructed. The patient says three treatments remain, the notebook says two, and the receptionist who sold the package left in March. A dispute at the desk ends the only way it can: in the patient’s favour and at the clinic’s cost, because a given-away treatment is cheaper than a bad review.
The owner, meanwhile, sees package sales arriving in the bank and treats them as revenue. How much of that money is work not yet performed, a debt to the clients, nobody knows. It is the number whose absence hurts most in planning, in valuing the firm, and in every conversation with the accountant.
How it works today
Below is what the work looks like before anything is automated.
- PersonReception deducts a treatment in the card or notebook, if there is a moment and the card is at hand
- Risk of errorA package visit and a paid visit look identical in the calendar; memory tells them apart
- WaitingA deduction “to be done later” waits until the end of the day, and sometimes until never
- PersonA balance dispute is settled at the desk, on someone’s word, usually the patient’s
- Risk of errorA package expiry passes without a reminder; the patient returns a year later with a grievance
- Risk of errorNobody sums the balances: the value of prepaid, unperformed treatments is unknown
Why the current process costs more than it appears
The bill that never shows up in a budget.
- Every treatment performed without a deduction is work given away: a specialist’s hour and materials with no sale behind them.
- Balance disputes cost twice: the given-away treatment, and the atmosphere you can hear at reception.
- Prepayments treated as revenue flatter the firm’s picture; the surprise arrives at the first serious conversation about the numbers.
- Packages that expire without contact lose twice: the patient feels cheated even though she forgot, and the clinic loses a client who had already paid upfront once.
Cost of inaction
The first two rows take fifteen minutes on your own numbers: how many package treatments you perform a year, what share slips past the records, and how many hours a month go into keeping the cards. The third row is worse, because it cannot be counted: it is your clients’ trust that the clinic knows what it sold.
The model cautiously assumes 2% of treatments outside the records. In clinics that settle packages by notebook it tends to be more; you learn the true number only once the balances start counting themselves.
A model organisation with realistic proportions – the numbers exist so you can run the same maths on your own data; they are not a client result.
A cosmetology and aesthetic medicine clinic: four rooms, five treatment staff, shift-based reception, the calendar in a clinic system, Microsoft 365.
Around 320 active packages with an average value of €540, 1,900 package treatments a year, settlement in paper cards and one spreadsheet.
Deductions done at the desk between phone calls; balances reconciled quarterly, time permitting; expiry dates watched by nobody.
The owner knows the package sales figure but not the value of unperformed treatments; the accountant asks for it every year before closing.
The robot keeps a package register in SharePoint: a sale creates a balance, a package visit deducts a treatment and texts the patient her balance, an approaching expiry triggers a reminder with a booking offer, and discrepancies land with reception as Teams cases.
In the modelled case, treatments outside the records all but disappear, and one in ten expiring packages turns into an extra visit thanks to the reminder. Model numbers, not the clinic’s records.
Proposed solution
We start with rules that are yours: what each package type contains, how long it is valid, whether treatments can be exchanged, what happens after expiry, and who may correct a balance. A short document, written once and versioned with every price list change.
The robot keeps one package register and ties it to the appointment calendar. A package sale opens a balance; a visit marked as a package visit deducts a treatment and texts the patient her series status the same day; a visit outside the package simply remains a visit to be paid. Corrections are possible, but each has an author, a date and a reason, so a balance’s history can always be shown.
A patient whose series nears expiry gets a reminder with a booking offer before the package lapses. Reception sees only exceptions in Teams: a package visit without a deduction, a negative balance, a correction request. Once a month the owner receives what he never had: the total prepayment liability, package utilisation by type, and the list of series expiring next quarter.
UiPath Orchestrator: a calendar event queue, reminder schedules, retries and an audit trail; UiPath Integration Service connectors for Microsoft Teams, Outlook 365 and SharePoint; the SMS gateway you already use
A package register with balances and a history of every correction, post-visit deductions, expiry reminders, reception cases in Teams and a monthly prepayment report for the owner
The appointment calendar: Microsoft Bookings natively, a clinic system via export or API; the package register in SharePoint; the SMS gateway via API
How the automated process works
- SystemA package sale opens a balance with type, treatment count and expiry date
- AutomationA package visit deducts a treatment; the patient gets her balance by text the same day
- AutomationAn approaching expiry triggers a reminder with a booking offer
- SystemEvery balance correction has an author, a date and a reason; the history can always be shown
- PersonReception sees exceptions in Teams: a missing deduction, a negative balance, a correction request
- PersonThe owner gets the monthly prepayment liability and utilisation per package type
Human-in-the-loop model
Automation handles
- All package balances: opening, deductions, expiry dates, the history of corrections
- Patient communication: the balance after each visit and reminders before expiry
- The monthly prepayment picture: liabilities, utilisation, series about to expire
People decide
- Package definitions, the price list, exchange rules and the policy on expired series
- Decisions on balance corrections and all conversations with patients in disputed cases
- Commercial decisions: validity extensions, exceptions, refunds
Before and after
Systems and integrations
The stack is short on purpose: one engine, one execution layer, one place where a person decides.
Inputs
- the appointment calendar (Bookings or clinic system)
- package sales
- package and validity rules
- the package register in SharePoint
Automation layer
- UiPath Orchestrator
- UiPath Robots
- UiPath Integration Service
- UiPath Action Center
Target systems
- current balances and each package’s history
- balance texts and expiry reminders
- reception cases and the prepayment report in Microsoft Teams
Human touchpoints: reception cases in Microsoft Teams; a monthly prepayment report for the owner; a rules review at every price list change
Technologies used
a calendar event queue, reminder schedules, retries, a record of every balance operation
Areception cases, owner reports, writes to the package register
Athe package register with versions and permissions, no new system to buy
Apost-visit balances and reminders; we work with the gateway you already use
Bthe source of visits and sales where an industry system keeps them
BIllustrative economic model
Numbers you can check against your own data.
The model counts only the countable: treatments performed outside the records and the hours of manual balance keeping. It does not price the clients’ trust or a calm year-end close, though in practice those decide. Volumes and rates belong to the scenario; your own numbers go into the calculator alongside.
Run the maths on your data
An illustrative estimate based on your inputs. It models freed capacity, not promised savings.
Business benefits
- Treatments stop vanishing outside the records; every package visit has its deduction
- Balance disputes end with a deduction history instead of negotiations at the desk
- Patients know their series status without calling; reminders rescue expiring packages
- The owner knows the prepayment liability, so the firm’s numbers stop being an illusion
- A receptionist leaving no longer takes the knowledge of balances with her
The management view
- Prepayments become a properly kept liability rather than a pleasant cash injection with an unknown tail
- Every package’s history is reconstructible: who deducted what, when, and why it was corrected
- Package sales can scale without fear that the records will fall apart
Board-level KPIs
package treatments without a deduction · balance disputes per month · packages expired without contact · the prepayment liability · reception time spent on cards
Security and governance
The automation has exactly the permissions it needs. Not one more.
- The robot works on a minimal data scope: name, contact, package type, balances and dates; no medical data
- Every balance operation has a record: what, when, by whom and for what reason
- Balance corrections require a permission; the register separates reception and owner roles
- Patient communication respects consents: SMS, email, or contact via reception
- Data stays in your Microsoft 365 tenant; the robots run in the EU region of UiPath Automation Cloud
Why now
Packages and prepayments are a growing share of clinic turnover; notebook records have not grown with them.
Reception turnover is a fact: knowledge of balances kept in heads leaves with the people.
Your clients compare you with chains where a package balance shows in an app; the notebook no longer looks innocent.
Relevant executive roles
Knows what the firm owes its clients, and sees whether packages earn money or merely improve the mood at the bank
Gets prepayment balances monthly, instead of extracting them from reception before year-end
No more notebooks and desk disputes; the balance shows itself, and a correction has a procedure
Common questions and objections
If you use it and the deductions genuinely happen, excellent; the automation then adds what the module usually does not: a balance text after the visit, reminders before expiry, exception cases in Teams and a monthly liability total for the owner. If the module exists but lives apart from practice, the robot closes exactly that gap.
And they can stay, as a keepsake and a gesture. The record keeping moves to the register, and the card stops being the only evidence in a dispute. The patient gets more anyway: her series status by text after every visit, no need to ask at the desk.
Migration is not done in bulk but once and properly: we list the active packages from cards and the spreadsheet, patients get a message with their balance and a week to flag differences, and from that moment the robot counts. Discrepancies get resolved once, at the start, instead of forever.
When this is not the right solution
- A studio selling a dozen packages a year: a decent spreadsheet and discipline suffice
- No electronic appointment calendar at all: first a calendar, then settlement automation
- Expecting the automation to resolve old disputes over legacy cards: history predating the register remains a matter of goodwill
A question for the next management meeting
How many prepaid treatments does our firm owe today, and how exactly do we know?
Implementation approach
Scope without ambiguity, before anything is signed.
We deliver
- A package register with balances and a history of deductions and corrections, on your SharePoint
- Automatic post-visit deductions and balance texts to patients
- Expiry reminders with a booking offer
- Reception cases in Microsoft Teams and a monthly prepayment report for the owner
- Migration of active packages and two weeks of parallel running with the cards
We need from you
- Access to the appointment calendar and the list of sold packages (cards, spreadsheet, system module)
- Written package rules: contents, validity, exchanges, corrections; we write them together in one meeting
- A decision on who may approve balance corrections
Stages
Discovery
Package types, current records, the scale of discrepancies and the list of active series
Rules
Package contents and validity, deduction, exchange and correction rules, message templates
Build
The SharePoint register, calendar and SMS integration, Teams cases, the monthly report
Migration and parallel run
Active packages listed, messages to patients, two weeks with the cards alongside
Go-live
The register takes over the truth about balances; a numbers review after the first month
A quick win. The largest piece is the one-off migration of active packages; the automation itself is simple, and the register runs on the Microsoft 365 licences you already have.
The client says three treatments remain. The notebook says two. The receptionist who sold the package left in March.
Send us the list of active packages and three months of visit history. We return the arithmetic: how many treatments likely slipped past the records, how many series will expire within a quarter without contact, and what your prepayment liability is today.
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See the solutionIndustries where we deploy this most oftenAesthetic medicineSmall business & services