Results
Client names withheld under NDA. Metrics reflect reported outcomes. References available on request.
The Challenge
A multi-specialty clinic with 12 doctors was losing 40% of appointments to no-shows. Patients forgot appointments, and phone reminders were not scalable. Front desk staff spent 25+ minutes per patient on check-in paperwork, creating bottlenecks during peak hours.
The Solution
We designed and built a patient portal with automated SMS reminders, one-tap appointment confirmation, digital intake forms, and prescription tracking. The backend integrated with their practice management system.
Our Approach
Mapped the existing patient journey from booking to check-out, identifying 8 manual touchpoints that could be automated
Built SMS reminder system with Twilio: appointment confirmation, 24-hour reminder, and day-of check-in prompt
Created digital intake forms that patients complete on their phone before arriving
Integrated with their practice management system for real-time schedule updates and patient record sync
Launched with 2 doctors first, iterated on feedback, then rolled out clinic-wide over 4 weeks
Technologies Used
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