Exercise physiologists in Australia receive the majority of their new patients through GP referrals (Enhanced Primary Care plans). GP referral calls are time-sensitive — patients are often calling the same day they receive their referral, motivated by the GP interaction. EP practices that answer immediately capture 76% of these referrals; those that go to voicemail capture only 28%. The average new EP patient under Medicare generates $1,800–$3,200 in the first care plan cycle.
A GP has just recommended an exercise physiologist to a patient with Type 2 diabetes, chronic pain, or a mental health condition. The patient is sitting in the GP's waiting room or walking out to their car. They're going to call right now, while the conversation is fresh and the motivation is high. Whether they actually start exercise physiology depends enormously on whether someone answers that call.
The referral-to-appointment conversion problem
GP referrals to exercise physiologists in Australia have a completion rate of approximately 42% — meaning fewer than half of patients who receive an EP referral actually attend their first appointment. The most common reason for non-attendance: the patient called, didn't get through, and the motivation faded over the next few days.
The second most common reason: the patient left a voicemail that wasn't returned within 24 hours, and by then they'd found another EP or decided to "try exercise on my own first."
What happens when you capture a GP referral call well
When an EP practice answers a GP referral call well, the outcome is almost always a booked appointment. The caller is primed to proceed — they've just been told by a trusted doctor that this is what they need. They need:
- Confirmation that the practice accepts their referral type (Medicare, DVA, or NDIS)
- An available appointment within a reasonable timeframe (1–2 weeks ideally)
- Basic location and parking information
- A confirmation SMS so they have the details
An AI receptionist handles all four of these in under 3 minutes. The patient hangs up with an appointment booked.
Frequently asked questions
How does the AI handle the complexity of different referral pathway eligibility (Medicare EPC, DVA, NDIS, private)?
CallSorted's allied health configuration includes separate intake flows for each referral type. Medicare EPC referrals trigger questions about GP letter, referral number, and preferred EP. DVA referrals trigger DVA card and treatment type questions. NDIS referrals trigger plan type and funding category questions. Private callers go directly to schedule and pricing. Each pathway is handled correctly without requiring the caller to navigate complex health system language themselves.
What if a GP wants to refer multiple patients in a single call?
GP-to-practice referral calls — where the GP's clinic is calling to refer multiple patients — are handled differently from patient self-referral calls. CallSorted can be configured to recognise referring GP clinic phone numbers and route these calls to your EP lead or admin directly, bypassing the standard intake flow. This respects the professional relationship between the GP and your practice.
How do EPs build stronger referral relationships with GPs through better phone handling?
GPs refer to EPs they trust — and trust is built partly on clinical outcomes and partly on professional reliability. When a GP refers a patient and that patient calls back to say they couldn't get through, the GP notes this. When every referred patient reports a smooth, prompt booking experience, the GP refers more patients. CallSorted's EP clients report measurably stronger GP referral relationships after implementing AI call handling — because the professional experience of referral is now consistently positive.
Capture every GP referral. Book a demo for your exercise physiology practice.