2026
Caseload Management System for a Multi-Disciplinary Health Practice
Challenge
A multi-disciplinary allied health practice operating in Queensland, Australia, manages all bookings through an established practice management platform. While that platform handled scheduling well, it gave practitioners no reliable place to track their clients key information, and gave management no consolidated view of the caseload across the practice. In the absence of this, practitioners each ran their own disconnected spreadsheets, which risked errors, and was invisible to management. The practice needed one source of truth for caseload, without adding new software licensing, and with the rigour required to handle sensitive patient health information.
Solution
The solution was built on the Google Workspace tools the practice already licensed, supplemented by Make for automation. A master file holds every unique patient–practitioner relationship, and automatically updates when new unique patient-practitioner pairs are detected, upon a weekly refresh with their practice management platform. Practitioners work in a custom-built application within AppSheet, where platform and row-level security ensures each practitioner sees and edits only their own caseload. This allows them to see all of their patients in one place, while being able to input patient info such as status or notes. Two additional app views give managers oversight of their direct reports, and senior leadership a view of the entire practice.
Impact
Single Source of Truth: Replaced fragmented personal spreadsheets with one consolidated caseload manager.
Privacy by Design: A pseudonymisation model keeps patient names entirely within the client's Google infrastructure and out of the third-party automation.
Role-Based Access: Platform-enforced row-level security means practitioners, managers, and senior leadership each see exactly the caseload their role permits.
Hands-Off Automation: New patient–practitioner relationships flow into the app automatically.
Cross-Discipline Visibility: Instantly surfaces clients engaged with more than one practitioner, so multi-disciplinary care can be coordinated rather than tracked in isolation.