Online booking, reminders and telehealth for a network of nine family clinics, accessible to every patient.
The challenge
Nine clinics, nine phone lines and a no-show rate of 18%. Patients could not book online, and older patients struggled with the clinic’s existing forms.
What we did
- Mapped the booking journey with patients, receptionists and doctors
- Designed an accessible booking flow tested with screen-reader users and patients over 70
- Built a web platform connected to the clinics’ scheduling system
- Added SMS reminders, one-tap rescheduling and secure video visits
The results
- −38% fewer missed appointments
- 72% of bookings now made online
- AA WCAG 2.2 compliance across the platform
Our front desk answers half as many calls, and patients tell us booking is easier than ordering a pizza.
— Dr. Helen Park, medical director