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For Australian GP practices

A calmer day at the practice.

Bring patient requests, team handovers and consultation notes into one shared workspace — with people in control.

See how it works

For practice managers, reception teams and clinicians.

Shared inbox · Riverbend Family Practice
Illustrative example · made-up data
Illustration of a shared inbox at the fictional Riverbend Family Practice, listing made-up patient requests with their status, owner, source and time received. Request R-1044 for Ruby Thompson is selected and shows its summary and questionnaire answers, alongside a handover note from Jess Lambert to Dr Amara Okafor.

The work between appointments

Less chasing. Clearer handovers.

Much of a practice’s day happens away from the consulting room: callbacks, bookings, follow-ups and notes. When that work is spread across people and places, it takes effort just to keep track of it.

  1. Requests arrive from everywhere.

    A phone call, a note left at the front desk, a voicemail, a quick word in the corridor. Each one is easy to lose track of, and harder to follow up later.

    Hearthlane gathers requests into one shared inbox, each with its source and the time it came in.

  2. It isn’t always clear who has it.

    When ownership goes unsaid, a request can wait for someone — or two people pick up the same one. The next step often lives in one person’s head.

    Every request has an owner, a status and a history the whole team can see.

  3. Notes compete with time for patients.

    Consultation notes get written between appointments or at the end of the day, rebuilding the conversation from memory.

    With everyone’s agreement, a conversation can become a draft note that the clinician reviews, edits and signs.

How it works

From first request to a clear next step.

Every request moves through the same four steps, so whoever picks it up can see what has happened and what comes next. Select a step to follow one example request.

R-1044 · Ruby Thompson
Illustrative example · made-up data

R-1044 · Phone call · Received 09:12

Ruby Thompson

Ear pain for two days — parent asking for an appointment

NewUnassigned

Phone call

09:12

Recorded with the caller’s agreement

Transcript excerpt

  • 00:02 · Jess Lambert

    Riverbend Family Practice, Jess speaking.

  • 00:07 · Claire Thompson

    Hi, I'm calling about Ruby Thompson. Ruby's had ear pain since Saturday.

  • 00:18 · Claire Thompson

    Is there an appointment after half past three?

Draft request

09:14

Created from the call

Patient
Ruby Thompson
Caller
Claire Thompson (parent)
Request
Ear pain for two days, asking for an appointment
Preference
After 15:30
Draft: check before saving
Illustration of one made-up request, R-1044 for Ruby Thompson, at the selected workflow step.

What Hearthlane does

01Shared inbox

One inbox. Clear ownership.

Requests from phone calls, the front desk and uploaded audio land in one shared list, each with a clear status.

Every request has an assigned owner, its questionnaire answers and a timeline of what has happened, so nobody has to ask who is looking after it.

  • Five clear states, from New to Done
  • A named owner on every request
  • Questionnaire answers kept with the request
  • A visible timeline of each step and handover
Shared inbox · Riverbend
Illustrative example · made-up data
All5New1To book1Reply needed1With clinician1Done1
  • George Papadopoulos10:05

    Question about a physiotherapy referral letter

    Reply neededPriya Nair
  • Ruby Thompson09:12

    Ear pain for two days — parent asking for an appointment

    To bookJess Lambert
  • Daniel Osei08:47

    Asking to discuss recent blood test results

    With clinicianDr Amara Okafor

R-1044 · Phone call · 09:12

Ruby Thompson

To book

Ear pain for two days — parent asking for an appointment

Owner

Jess Lambert · Reception

Questionnaire answers

How long has this been going on?
2 days
Has there been a temperature?
Mild, settled overnight
Preferred appointment time
After 15:30 on a weekday

Timeline

  1. Call recorded with the caller's agreement

    09:12 · Jess Lambert

  2. Draft request created from the call

    09:14 · Jess Lambert

  3. Questionnaire answers received

    09:20

  4. Assigned to Jess Lambert to book

    09:31 · Priya Nair

  5. 15:45 Tue 21 Oct held with Dr Okafor

    09:40 · Jess Lambert

Illustration of a shared inbox with 5 made-up requests filtered by status: New, To book, Reply needed, With clinician and Done. Request R-1044 for Ruby Thompson is open, assigned to Jess Lambert, with questionnaire answers and a timeline of each step.

02Consultation notes

A useful first draft. Your clinical judgement.

Turn the conversation into a draft, review every section, and sign when you are ready.

Recording happens only with agreement, and a note is signed only when you have reviewed it and choose to sign.

AI assists with documentation. It does not decide urgency or clinical care.

  • Transcript and note draft side by side
  • Each section marked draft or reviewed
  • Gaps left for the clinician to complete
  • Signed notes remain unchanged; later clarifications are added separately
Consultation note · draft
Illustrative example · made-up data

Helen Marsh · Mon 20 Oct · Dr Amara Okafor

Recording agreed by patient at 11:02

Transcript

  1. Clinician00:04

    Thanks for coming in, Helen. How have you been since we changed the tablets?

  2. Patient00:09

    Mostly fine. A bit light-headed getting up in the mornings the first week, but that's settled.

  3. Clinician00:21

    Good. Have you been checking your blood pressure at home?

  1. Reason for visitReviewed

    Review after blood pressure medication change three weeks ago.

  2. HistoryReviewed

    Light-headed on standing during the first week, now settled. Home readings around 130s/80s each morning.

  3. ExaminationDraft

    Seated blood pressure recorded in clinic. [Clinician to confirm reading]

  4. AssessmentDraft

    [For clinician to complete]

  5. PlanDraft

    Continue current dose. Repeat review in four weeks. Patient to keep home readings.

2 of 5 reviewed. 3 sections still in draft before this note can be signed.

Illustration of a consultation-note draft for Helen Marsh, Mon 20 Oct, with Dr Amara Okafor. A transcript sits beside five note sections: Reason for visit, History, Examination, Assessment and Plan. 2 sections are marked reviewed and 3 are still drafts, so the note is not yet signed.

03Coordination

Keep the team connected.

Coordinate appointment slots, find the right colleague in the directory and settle the details in a short conversation, without leaving the workspace.

Roles determine which areas of the workspace each person can use, so outside colleagues see only the areas they are permitted to access.

  • Appointment slots shown as booked, open or held
  • A colleague directory with roles
  • Secure internal messaging between colleagues
  • Outside colleagues limited to permitted areas
Appointments · Tue 21 Oct
Illustrative example · made-up data

Dr Amara Okafor

Tue 21 Oct · afternoon

  1. 15:00
    Daniel OseiR-1043 · Booked
  2. 15:15
    AvailableOpen
  3. 15:30
    Lucia RomanoBooked
  4. 15:45
    Ruby ThompsonR-1044 · Held
  5. 16:00
    AvailableOpen

Colleague directory

6 people

  • Dr Amara Okafor

    General practitioner

    Clinician

  • Priya Nair

    Practice manager

    Practice manager

  • Jess Lambert

    Reception

    Front desk

  • Sam Whitford

    Permitted areas only

    Outside colleague
Illustration of Dr Amara Okafor's afternoon on Tue 21 Oct with booked, open and held appointment slots, beside a colleague directory showing each person's role and workspace access.
Messages
Illustrative example · made-up data

Jess Lambert · Dr Amara Okafor

  1. Jess Lambert · 09:38

    Claire Thompson can bring Ruby at 15:45 tomorrow. OK to hold that slot?

  2. Dr Amara Okafor · 09:41

    Yes, hold it. I'll look over the questionnaire answers beforehand.

  3. Jess Lambert · 09:42

    Done — handover added to the request.

Illustration of a short internal conversation between Jess Lambert and Dr Amara Okafor about holding the 15:45 slot for Ruby Thompson.

For your team

Different roles. One connected practice.

Everyone works from the same requests and handovers. Each person’s role decides which parts of the workspace they use.

Priya Nair · Practice manager

Practice managers

Organise people, forms and shared workflows. Set things up once, so the whole team works the same way.

Team
Illustrative example · made-up data
Illustration of a practice team list. Priya Nair, the practice manager, sees each colleague's workspace role and has invited Sam Whitford as an outside colleague by SMS invitation, sent with Sam Whitford's consent.
People
Staff invitations and workspace roles.
Forms
Questionnaires the team sends with requests.
Workflows
Shared request steps, from New to Done.

Jess Lambert · Reception

Front desk

Capture requests and keep the next step clear. Turn a call or voicemail into a draft request, then make sure someone owns it.

Shared inbox
Illustrative example · made-up data
Illustration of request R-1046 from Kevin Tran: Needs to move Thursday's appointment. Created from uploaded audio at 10:18, status New, owned by Jess Lambert.

Dr Amara Okafor · General practitioner

Clinicians

Review requests and prepare consultation documentation. Work through each section of a draft note and sign when it is ready.

Note draft
Illustrative example · made-up data
Illustration of Dr Amara Okafor reviewing a consultation-note draft for Helen Marsh: 2 of 5 sections reviewed, the rest still drafts.

Sam Whitford · Physiotherapist

Outside colleagues

Collaborate through the areas they are permitted to access. A physiotherapist can join the conversation about a referral without seeing the rest of the practice’s work.

Illustrative example with made-up data: Sam Whitford, a physiotherapist outside the practice, can open the referral conversation about George Papadopoulos. The shared inbox, consultation notes and appointment slots are not available to Sam Whitford.

People in control

Designed to support the team, not replace it.

Hearthlane takes on the busywork of drafting and keeping track. Decisions stay with the people doing the work. These are the ways the workspace behaves.

  1. People review AI-generated drafts.

    Summaries and consultation-note drafts are a starting point. A clinician reads and edits each section before anything is signed.

  2. Recording requires agreement.

    A call or consultation is recorded only once the person has agreed. Requests can always be entered by hand instead.

  3. Signed notes remain unchanged.

    Once a note is signed it stays as it was. Later clarifications are added separately as an addendum, with its own time and author.

  4. Roles determine which parts of the workspace are available.

    Practice managers, front desk, clinicians and outside colleagues each see the parts of the workspace that match their role.

  5. Logged is not the same as sent.

    A patient’s communication log shows whether an entry records a conversation that already happened, such as a phone call, or a message that was actually sent.

Consultation note
Illustrative example · made-up data
Illustration of Helen Marsh's consultation note from Mon 20 Oct, signed by Dr Amara Okafor at 11:42. The signed note stays unchanged. A separate addendum by Dr Amara Okafor was added at 14:05.

Questions

Direct answers about what Hearthlane does, and what it leaves to your team.

One place for the work between appointments

Make the next step clearer.

A shared place for requests, handovers and documentation — built around the people doing the work.

Opens an interactive preview with made-up data.