1. Collect Core Client Information
Why this is important
Understanding who the client is and what they need helps you customise sessions and ensures safety — particularly in health, NDIS and beauty services.
Checklist:
- Client name, mobile, email
- Age (important for PT/health programming)
- Address or location of service
- Preferred contact method
- Emergency contact (PT/NDIS)
- Parent/guardian details (if minor)
Red flags:
- No emergency contact
- Client unwilling to provide location before booking
- Unclear service need (“I just need something”)
2. Clarify Goals & Desired Outcomes
Why this is important
Clear goals define the direction of treatment, training, or support. Without this, sessions feel disorganised and clients lose confidence.
Checklist:
- Short-term goals
- Long-term goals
- Health outcomes (pain reduction, strength, mobility)
- NDIS goals (must match plan wording!)
- Beauty outcomes (finish, tone, style, treatment expectations)
- Timeframe expectations
Examples:
- PT: “Lose 5kg safely over 12 weeks”
- NDIS: “Improve daily living skills across morning routine tasks”
- Beauty: “Hydrate skin and reduce redness”
Red flags:
- Unachievable timelines
- “I want to look completely different by next week”
3. Collect Medical, Safety, or Accessibility Information
Why this is important
Safety is non-negotiable in health and beauty industries.
This protects the client — and you.
Checklist:
- Health conditions
- Injuries (current or historical)
- Allergies (critical for beauty)
- Medications
- Pregnancy (beauty/PT)
- Accessibility needs (NDIS)
- Behavioural support plan (NDIS)
- GP or specialist clearance (if required)
Red flags:
- Pain during movement
- Dizziness, breathing issues
- Undiagnosed symptoms
- Beauty contraindications (skin infections, open wounds, active irritation)
4. Confirm Location, Access & Logistics
Why this is important
Mobile PT/NDIS/beauty lose the most time due to unclear access, parking issues, or unsuitable environments.
Checklist:
- Exact address
- Parking instructions
- Building entry / unit access
- Pets on site
- Children present (risk planning)
- Outdoor weather plan
- Room set-up for beauty (lighting, hygiene, surface)
Red flags:
- Unsafe environments
- Pets interfering
- No private space for treatment/support
5. Confirm Scope of Service / What’s Included
Why this is important
Scope creep is extremely common — clients often expect extra tasks or extended time unless clearly defined.
Checklist:
- What each session includes
- Duration (e.g., 45 mins, 60 mins)
- Whether travel time is included
- Whether programs or aftercare notes are included
- What is not included
- Limits on support tasks (NDIS)
- Beauty treatment inclusions (mask, exfoliation, scalp massage, lashes, toner, etc.)
Examples:
- PT: “Session includes warm-up, strength block, finisher — no meal plans included.”
- NDIS: “Support includes personal care tasks listed in your plan only.”
- Beauty: “Facial includes cleanse, exfoliation and mask — extractions additional.”
Red flags:
- Client expects unlimited support
- Client asks you to complete out-of-scope NDIS tasks
- Beauty client wants extra services at no cost
6. Identify Risks, Limitations & Contraindications
Why this is important
This protects your business and ensures safe service delivery.
Checklist:
- Movement risks (PT/NDIS)
- Mobility concerns
- Skin sensitivities (beauty)
- Mental health considerations
- Communication limitations
- Environmental hazards
Red flags:
- Pain during assessment
- Beauty contraindications
- Behaviour risks (NDIS)
- Unable to complete movements safely
7. Explain Pricing Structure Clearly
Why this is important
Clear pricing removes awkwardness, prevents disputes, and increases trust.
Checklist:
- Session rate
- Package options
- Travel fees
- After-hours fees
- NDIS line item used (critical for compliance)
- Cancellation policy
- Minimum commitment (if any)
Examples:
- PT: “$70 per session or $600 for 10 sessions.”
- NDIS: “We bill under item 04_104_0125_6_1 – Social & Community Participation.”
- Beauty: “Brow shape $30; brow + tint $45.”
Red flags:
- Client wants price reductions without reason
- NDIS client wants non-covered services billed
8. Explain Scheduling & Booking Rules
Why this is important
Consistency improves results and retention.
Checklist:
- Preferred session days
- Rebooking rules
- Late arrival rules
- Weekly or fortnightly booking preference
- Public holiday or weekend surcharge
- Travel window (mobile services)
Red flags:
- Client tries to change times every week
- No-show history
9. Explain Communication Expectations
Why this is important
Boundaries keep you productive and avoid emotional labour.
Checklist:
- Preferred communication channel
- Response turnaround time
- When to notify of cancellations
- What’s appropriate to message (NDIS)
Red flags:
- Frequent late-night messages
- Emotional dependency (PT/NDIS)
10. Explain Payment Process (Sole + WorldPay)
Why this is important
Consistency with payments increases business stability.
Checklist:
- Invoice sent after each session OR weekly
- Payment due immediately
- Paid via WorldPay:
- Apple Pay
- Google Pay
- Card
- Direct Debit
- Packages paid upfront
- NDIS invoices sent directly to plan manager (if applicable)
Red flags:
- Client asking to “pay next time”
- Plan manager notoriously slow (flag in Sole notes!)
11. Confirm Next Steps & Send Welcome Message
Why this is important
Creates a smooth, confident beginning.
Checklist:
- First session booked
- Client expectations set
- Safety needs documented
- Aftercare or prep instructions sent (beauty)
📩 WELCOME MESSAGE (Copy & Paste)
**“Hi <name>, welcome — I’m looking forward to working with you.
Here’s everything confirmed for your sessions:
• Goals: <summary>.
• Location: <address>.
• Session length: <X mins>.
• Pricing: <details>.
• Scope: <what’s included>.
• Safety/medical notes: <summary>.
• Payment: via the WorldPay link in your Sole invoice (Apple Pay, Google Pay, card, Direct Debit).
If you have any changes to your health, schedule, or support needs before our first session, please let me know.
See you soon, <Your name>.”**
🤖 PROMPT A — “What Am I Missing in My Onboarding?” (Fitness/Health/NDIS/Beauty)
“Act as a specialist in onboarding for PTs, NDIS workers, allied health or beauty services.
Here’s what I have collected so far:
Client details: <details>
Goals: <summary>
Medical/safety info: <details>
Location & access: <details>
Scope of service: <list>
Pricing structure: <details>
Scheduling rules: <details>
Communication preferences: <details>
Payment terms: <details>
Risks/contraindications: <list>
Tell me what else I should clarify, collect, document or communicate before the first session.”
🤖 PROMPT B — “Write My Onboarding Welcome Message” (Fitness/Health/NDIS/Beauty)
“Write a warm, professional onboarding message for a new <PT/NDIS/beauty> client using:Client name: <name>
Goals: <summary>
Location: <address>
Session length: <X mins>
Scope: <details>
Pricing: <details>
Medical/safety notes: <details>
Payment: WorldPay via Sole
Frequently Asked Questions
Q: Why is a formal onboarding process so important for NDIS and Health providers?
A: In industries like NDIS and Allied Health, onboarding is about more than just a “welcome.” it is a critical safety and compliance step. It ensures you have documented medical contraindications, aligned your support with specific NDIS plan goals, and secured emergency contact details, protecting both the client and your professional indemnity insurance.
Q: How do I handle medical “Red Flags” during the onboarding of a new PT or Beauty client?
A: Safety is non-negotiable. If a client reports undiagnosed pain, dizziness, or active skin infections (for beauty), you must pause the onboarding. In 2026, it is industry best practice to require a GP or specialist clearance before proceeding. Documenting these “pauses” in Sole Notes protects you from liability if an injury occurs later.
Q: What is the best way to prevent “Scope Creep” in personal care and fitness?
A: Clients often expect “just one more thing,” like a meal plan from a PT or extra extractions from a beauty therapist. To prevent this, your onboarding must explicitly list what is included and what is excluded. For NDIS providers, this is even more vital: you must only perform tasks explicitly listed in the participant’s support plan to ensure your invoices aren’t rejected.
Q: How do I manage parking and access for mobile health and beauty services?
A: Mobile professionals lose the most billable hours to transit friction. Your onboarding checklist should confirm exact parking instructions and entry codes. If you are a mobile therapist in a busy CBD, clarify upfront if parking fees will be added to the final Sole invoice so there is no “bill shock” for the client.
Q: Why should I mention Sole + WorldPay during the first welcome message?
A: Setting the “Payment Rhythm” early is the best way to avoid awkward money conversations later. By explaining that you use WorldPay for instant Apple Pay and Google Pay settlements, you train the client to expect an immediate digital invoice. This is especially helpful for NDIS self-managed participants who need to pay on the spot.
Q: How can AI improve my onboarding for complex care clients?
A: For NDIS or Allied Health, use the “What Am I Missing?” AI prompt as a clinical auditor. It can cross-reference your client notes against common risks, such as reminding you to “Check for sensory triggers at the location” or “Confirm the specific NDIS line item for weekend rates,” ensuring your admin is as precise as your care.