X18 + Best Practice (medical): connecting Australia's most-used GP PMS to review velocity
Best Practice is the most-used GP practice management software in Australia by a significant margin. The X18 integration uses Best Practice's appointment-export pipeline to drive cohort-aware review requests, with strict boundaries around clinical data.
What flows between Best Practice and X18
The integration is metadata-only — no clinical records, no diagnoses, no prescriptions, no test results:
- Patient first name (for personalised message wording)
- Patient mobile number (the SMS destination)
- Appointment timestamp (drives post-visit timing)
- Appointment type (drives cohort routing — standard consult vs follow-up vs minor procedure)
- Practitioner ID (so the apparent sender matches the GP the patient actually saw)
Clinical notes, diagnoses, prescriptions, pathology results, imaging, and billing data are not pulled. The integration sits in Best Practice's appointment-management layer and doesn't touch the clinical record APIs.
Cohort routing per appointment type
- Standard consult → next-day ask. Patient remembers the visit, response rate high.
- Repeat prescription → 3-day ask if a clinical interaction occurred, otherwise excluded.
- Care-plan review → 5-day ask. Patient has reflected on the plan.
- Minor procedure (skin, suturing) → 7-day ask. Healing initial confirmation.
- Mental health consult → excluded by default. Many practices keep this excluded permanently.
- Sensitive referral → excluded by default.
- Paediatric routine → excluded by default unless practice opts in.
- End-of-life or bereavement-adjacent → excluded by default.
Patient-level exclusions
Best Practice's patient flags propagate to X18 automatically. A patient marked "do not contact", "active complaint", "vulnerable", "deceased", or any custom flag your practice uses is excluded from review requests at the appointment layer. You can also exclude per practitioner — some GPs in larger practices prefer not to participate, and that's configured at sign-off.
Setup timeline
- Days 1–3: integration credentials, appointment-type mapping, message templates in the practice's voice.
- Days 4–7: cohort routing configured, exclusions applied (usually 8–15 exclusion rules for an established GP practice).
- Days 8–14: shadow-mode validation, then live activation.
Sustained velocity for an established Australian GP practice is typically 60–120 new reviews per month after the first 30 days.
Privacy compliance posture
The platform is built around the assumption that medical practice operates under strict privacy obligations:
- No clinical data access — only appointment metadata.
- Opt-out at every layer — patient, appointment, practitioner, cohort, practice-wide.
- Deletable on request — patient or practice can request permanent deletion of all data the platform holds.
- Audit trail — every review request is logged, exportable, and reviewable by your practice manager.
On Best Practice? Let's wire it up.
Fifteen minutes. We walk through your Best Practice configuration, your exclusion needs, and the 90-day picture.
Book a 15-minute strategy call →
Leeor Meirovitz
Leeor's spent the last few years inside hundreds of independent vet clinics across the AU, NZ, UK, US, CA, TH, and PH markets — what actually moves Google ranking, what corporate chains can't replicate at the per-location level, and how the silent 99% of happy clients become the practice's loudest reviewers. He writes the way he talks at strategy calls: friendly, specific, and slightly opinionated.