A patient scheduling and intake portal for a multi-location practice
Self-service booking and digital intake that cut front-desk phone volume and no-shows across five locations.
The challenge
Patients could only book by phone during business hours, intake forms were completed on clipboards in the waiting room and re-typed by staff, and no-shows left expensive gaps in provider schedules.
Our approach
We ran usability sessions with patients across age groups and with front-desk staff. The research shaped two priorities: booking had to work in under a minute on a phone, and staff needed one screen to manage changes across all locations.
The solution
Patients now book, reschedule and complete intake online, with reminders by text and email and a one-tap confirmation flow. Staff manage schedules, waitlists and intake review from a single console. The portal was designed for accessibility from day one and built with privacy safeguards appropriate for health information.
Results measured by the client in the months following launch. Client identity withheld under NDA.